Pengaruh Kualitas Pelayanan Dan Inovasi Pelayanan Terhadap Kepuasan Pelanggan Di Bandar Udara Internasional Halim Perdana Kusuma - Jakarta

Authors

  • Nurwan Esacipta August Institut Ilmu Sosial dan Manajemen STIAMI
  • Dwi Agustina Institut Ilmu Sosial dan Manajemen STIAMI
  • Winda Wulandari Institut Ilmu Sosial dan Manajemen STIAMI
  • Sad Dian Utomo Institut Ilmu Sosial dan Manajemen STIAMI
  • Achmad Barlian Institut Ilmu Sosial dan Manajemen STIAMI

DOI:

https://doi.org/10.31334/jiap.v3i1.3019

Abstract

The Influence of Service Quality and Service Innovation on Customer Satisfaction at Halim Perdana Kusuma International Airport     - Jakarta. Wurwan Esacipta August. NPM: CA191221683. This research aims to determine and analyze the influence of service quality and service innovation on customer satisfaction at Halim Perdana Kusuma International Airport-Jakarta. This is based on problems where there are 3 reasons behind the decrease in the number and dissatisfaction of passengers, namely: 1) High ticket prices r 2 Geographical location causing flooding, so airport operations are totally suspended; 3) Pandemic. This research was conducted at Halim Perdana Kusuma International Airport, Jakarta from March 2021 to July 2021. This research used a quantitative approach. Data was collected by distributing questionnaires to 100 service, innovation and customer satisfaction. The results show that there is a significant influence by the         service     quality     variable on                     the customer satisfaction variable by 60%, there is a significantlq- influence by the service innovation variable on  customer satisfaction variable by 55.1%, and there is a positive and significant influence given by the variables of service quality and service innovation together on customer satisfaction at Halim Perdana Kusuma International Airport - Jakarta by 68.2%.

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Published

2023-01-28

Issue

Vol. 3 No. 1: Januari 2023

Section

Articles

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