ANALISIS KUALITAS LAYANAN DI YOGYAKARTA INTERNATIONAL AIRPORT SEBAGAI BANDARA TERBAIK DI INDONESIA TERHADAP KEPUASAN PELANGGAN

Elhaythami, Ryan (2023) ANALISIS KUALITAS LAYANAN DI YOGYAKARTA INTERNATIONAL AIRPORT SEBAGAI BANDARA TERBAIK DI INDONESIA TERHADAP KEPUASAN PELANGGAN. Thesis thesis, Institut Teknologi Dirgantara Adisutjipto.

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Abstract

The airport has a goal to be able to provide services that are responsive to the wishes and needs of passengers which is also followed by delivery that is coherent and easily understood by passengers, sincere and close attention to passengers so that we can know the needs and desires of passengers. Analysis was carried out using IBM SPSS Statistics 24 with Data Analysis Techniques, Hypothesis Testing and Classical Assumptions where the data collection technique used a Questionnaire. From the results of the analysis it was concluded that service quality at Yogyakarta International Airport has a significant influence on passenger satisfaction. Where all variables are declared valid and reliable with a coefficient of determination R square of 0.697 or 69.7% passenger satisfaction is explained by the variable reliability, empathy and responsiveness which have a strong degree of relationship between each variable and passenger satisfaction.

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