Research Paper
Year: 2019 | Month: November | Volume: 6 | Issue: 11 | Pages: 299-312
The Analysis of Service Quality Effect on Domestic Passenger Satisfaction at Kualanamu International Airport
Lusi Laura Pasaribu1, Rulianda Purnomo Wibowo2, Isfenti Sadalia2
1Master of Management Program, Postgraduate School of University of Sumatera Utara, Indonesia
2Master of Management Program, Postgraduate School of University of Sumatera Utara, Indonesia
Corresponding Author: Lusi Laura Pasaribu
ABSTRACT
The research aims to determine what service dimensions affect passenger satisfaction, from Tangible, Reliability, Responsiveness, Assurance and Empathy whether simultaneously have a significant effect on passenger satisfaction. Furthermore, this research is conducted to analyze what is the dominant variable which has a significant effect on passenger satisfaction at Kualanamu International Airport. This research uses descriptive quantitative method. The research population was a passenger at Kualanama International Airport, with a total sample of 150 respondents. Data collected through questionnaire and measured by a 1-5 Likert scale, with validity and reliability technique analysis as well as multiple linear regression. From multiple linear regression can be concluded that the Reliability factor has a coefficient regression at 0,342 with 0,010 significance value; the Assurance factor has a coefficient regression at 0,337 with 0,014 significance value. These three variables are the most dominant factors to influence on passenger satisfaction at Kualanamu International Airport. Simultaneously result showed that F-value is 3,996 with 0,005 significance value. Therefore Reliability is the most influential factor in passenger satisfaction.
Key words: Passenger Satisfaction, Tangible, Reliability, Responsiveness, Assurance and Empathy
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