KUALITAS PELAYANAN DAN KEPUASAN KONSUMEN DI BANDAR UDARA INTERNASIONAL SOEKARNO-HATTA
ABSTRACT: The role of airports
as a meeting place between the
users of air transportation (passenger)
and air transportation providers (airlines)
is very important. Satisfaction of the passengers is an important part of the
service at the airport. An independent, agency Skytrax, conducted a survey on customersatisfaction to the passengers from the international airport
in the world, and the results of customersatisfaction index to
Soekarno-Hatta international airport is still not satisfactory. Researchers try
to find out
whether the passenger’s
perception of service
quality related to satisfaction of
Soekarno-Hatta airport. Benchmarking
of service quality
of Soekarno–Hatta, with Changi and Hongkong, were intended to
facilitate analysis and give solution for PT Angkasa Pura.This research using
qualitative and quantitative method. Data collected from observation,
interviews and questionnaires. Data
from questionnaires has
been processed with
confirmatory analysis and Structural Equation Modelling.
Penulis: Ida Nuraida, SE, MM, Vincentia
Wahju Widajatun., SE, MM, Lilian Danil, SE, MM
Kode Jurnal: jpadministrasinegaradd150964
