Pengaruh Fasilitas dan Pelayanan terhadap Kepuasan Penumpang Maskapai Batik Air di Bandar Udara Abdulrachman Saleh Malang

Abstract

Passenger satisfaction can be assessed from the merits of the facilities and services at Abdulrachman Saleh Malang Airport. In practice, there are still many facilities that do not yet exist and the facilities available do not match existing standards, and the services provided do not refer to the applicable SOP, especially at Batik Air. The purpose of this study was to find out how the influence of facilities and services on the satisfaction of Batik Air airline passengers at Abdulrachman Saleh Airport in Malang so that they can have a positive impact in the future. This research uses quantitative research methods. By using data analysis using various kinds of tests such as instrument tests (validity test and reliability test), normalization test (one sample kolmogorov smirnov), and hypothesis testing (multiple linear regression test, t test, and test of the coefficient of determination). This research is normal with the results of the Asymp value. Sig (2-tailed) of 0.200 ≥ alpha value (0.05). As well as facilities, there is no effect on passenger satisfaction with a significant value of 0.339 > 0.05 and t count 0.960 <t table 1.98472. Conversely, service has an influence on passenger satisfaction with a significant value of 0.000 <0.05 and a t-count value of 5.440 > t-table 1.98472. Based on the results of the correlation value of the effect of facilities and services on passenger satisfaction with the results of a correlation value of 0.315 or 31.5% low category and the rest (100% - 31.5% = 68.5%) is influenced by other variables.

Keywords: Facility, Service, Passenger Satisfaction.