Faktor-faktor yang Mempengaruhi Persepsi Penumpang dalam Menilai Kualitas Layanan Bandara

Effendy, Prihatina El Dauniati (2010) Faktor-faktor yang Mempengaruhi Persepsi Penumpang dalam Menilai Kualitas Layanan Bandara. Undergraduate thesis, Universitas Internasional Batam.

Text Prihatina El Dauniati effendy_0641049.pdf - Published Version Restricted to Repository staff only Download (5MB)

Abstract

Service quality is the critical aspect for companies to create customer loyalty and increase profitability. Airports, being public service sector, should also give good service quality. There are many researchers studying service quality but not all conclusions could be applied in airport industry. The purpose of this study is to assess airport service quality instruments, and apply them to passengers in Batam. Quantitative research on 160 airport users provided results suggesting that passengers’ expectation of service quality is multidimensional, a construct that includes key dimensions: servicescape, service personnel, and diversion. This research has several limitations due to small size and double-status respondents that may confuse the result. This paper on the extant literature regarding service quality will try to propose different perspectives based on passengers’ expectation to define “service quality”. This could help airport management to reach customer satisfaction. Keywords : Airports, Passengers, Services, Customer satisfaction, Customer service quality

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