ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN DAN LOYALITAS PENGGUNA JASA KARGO DI BANDARA INTERNASIONAL I GUSTI NGURAH RAI

Ale Meo, Arnoldus (2023) ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN DAN LOYALITAS PENGGUNA JASA KARGO DI BANDARA INTERNASIONAL I GUSTI NGURAH RAI. Tugas Akhir thesis, Institut Teknologi Dirgantara Adisutjipto.

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Abstract

This study aims to determine the effect of service quality on the satisfaction and loyalty of cargo service users at I Gusti Ngurah Rai International Airport. This study uses a quantitative descriptive method. The number of samples in this study were 125 respondents. The respondents in this study were users of cargo services at I Gusti Ngurah Rai International Airport. Determination of the sample using accidental sampling technique, which is a technique of determining the sample by taking respondents who happen to be available or available somewhere according to the research context. Data collection techniques by giving questionnaires to respondents, observation and documentation. Meanwhile, to analyze the data, tests for Normality, Heterodicity, Linearity, simple regression and t-test were carried out using the SPSS 22.00 program. The research results show that: 1) The quality of cargo services is in the high category of 75.2%, the moderately high category is 24.8%, the moderately low category is 0% and the low category is 0%. Satisfaction of cargo service users is in the high category of 96.0%, the moderately high category is 4.0%, the moderately low category is 0% and the low category is 0%. Loyalty of cargo service users is in the high category of 76.0%, quite high category of 23.2%, moderately low category of 0.8% and low category of 0%. 2) There is an effect of the quality of cargo services on the satisfaction of cargo service users with the results of the t test showing the probability value (sig.) is 0.00 which this value is under the standard error value of 0.05. 3) There is an effect of the quality of cargo services on the loyalty of cargo service users with the results of the t test showing the probability value (sig.) is 0.016 which this value is under the standard error value of 0.05.

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