ANALISIS PELAYANAN PETUGAS LOST AND FOUND MASKAPAI BATIK AIR TERHADAP KEPUASAN PENUMPANG DI BANDAR UDARA INTERNASIONAL SOEKARNO-HATTA

Indrasta Mahardika, Bintang (2023) ANALISIS PELAYANAN PETUGAS LOST AND FOUND MASKAPAI BATIK AIR TERHADAP KEPUASAN PENUMPANG DI BANDAR UDARA INTERNASIONAL SOEKARNO-HATTA. Thesis thesis, Institut Teknologi Dirgantara Adisutjipto.

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Abstract

Handling passenger baggage handling is a form of airline service provided by Lost and Found officers as a unit that handles passenger baggage handling problems, whether baggage is lost, mixed up, left behind or damaged. Baggage handling must be handled properly and must pay attention to security, accuracy, speed, thoroughness and compensation if a passenger experiences problems with their baggage. Respondents in this study were passengers of Batik Air who had experienced the services of Lost and Found officers at Soekarno-Hatta International Airport. Collecting data using quantitative methods by conducting library research, distributing questionnaires to respondents and documentation. Sampling used a purposive sampling method in which passengers who had experienced the services of the Lost and Found airline Batik Air at Soekarno-Hatta International Airport. Data analysis techniques were carried out by carrying out validity and reliability tests, simple linear regression tests, descriptive statistical analysis and hypothesis testing by conducting partial tests (t) and determination tests (R2). Based on the results of the research and discussion that has been done, it shows that H0 is rejected and Ha is accepted, which means that there is an influence between variable X on variable Y. The effect of variable X (quality of service) is 80% on variable Y (quality of satisfaction), and the other 20% is influenced by other factors outside variable X (quality of service).

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