ANALISIS PENGARUH KUALITAS PELAYANAN PETUGAS AVIATION SECURITY (AVSEC) TERHADAP KEPUASAN PENUMPANG DI BANDAR UDARA INTERNASIONAL YOGYAKARTA

Wahyudi Sikamang, Arifay (2023) ANALISIS PENGARUH KUALITAS PELAYANAN PETUGAS AVIATION SECURITY (AVSEC) TERHADAP KEPUASAN PENUMPANG DI BANDAR UDARA INTERNASIONAL YOGYAKARTA. Thesis thesis, Institut Teknologi Dirgantara Adisutjipto.

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Abstract

This research examines Aviation Security which is a unit at the airport that is tasked with securing dangerous goods that may be brought by passengers to the airport and ensuring safety inside the airport. This study aims to determine the effect of the quality of service provided by Aviation Security (AVSEC) officers on passenger satisfaction and determine the level of passenger satisfaction with services provided by Aviation Security (AVSEC) officers at Yogyakarta International Airport. This study used a quantitative type of research with questionnaires as the primary data source and samples taken by 150 passengers at Yogyakarta International Airport. Data analysis using Simple Linear Regression and Customer Satisfaction Index (CSI). Data processing is carried out using the SPSS version 21 application. Based on the results of research that has been carried out, it is concluded that the quality of service provided by Aviation Security (AVSEC) officers has a positive and very significant effect on passenger satisfaction at Yogyakarta International Airport. And the level of passenger satisfaction with the services provided by the Aviation Security (AVSEC) officers at Yogyakarta International Airport is satisfied. This result proves that the better the service of the Aviation Security (AVSEC) officers, the more satisfaction of passengers who use the services of Yogyakarta International Airport.

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