Afifuddin, M. (2009) Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada PT. (Persero) Angkasa Pura I di Bandara Udara Ahmad Yani Semarang. Masters thesis, Universitas Terbuka.
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Abstract
Highly competitive situation in business environment has forced business to continually improve their service to their customers. Parasuraman provides theoretical platform to analyze the influence of service quality to customers'' satisfaction. The theory has been adopted to analyze the situation in PT (persero) Angkasa Pura I Ahmad Yani International Airport Semarang where passengers served as one stakeholder. Information on passengers'' satisfaction should be gained and analyzed in oreller to improve the service provided. Based on Parasuraman ~eory, five aspects (Tangibility, Realibility, Responsivness, Assurance and Empathy) are used to measure passengers'' satisfaction. Each aspect has been broken down into 2-5 indicators composed from relevant theories and prior empirical studies. A number of 349 respondents selected from accidental sampling technique from 8500 passengers in the airport during 2nd _5th Nov 2008 period. A 5 Likert scale questionnaire was used to gather data from the respondents after the questionnaire passed reliability and validity test. The results show that in general, respondents satisfied with the service provided (3,59 out of 5 Likert scale) with the most influencing aspect is Reliability (3,72), followed by Assurance (3,63), Tangibility (3,56), Empathy (3,54) and Responsiveness (3,51). It also showed that 77 % ofthe respondents satisfied with the service provided in It double correlated coefficient of 0.48. It means that variant comes up in costumer satiisfaction variable, is determined by variant shows up in service quality variable or the influence of service quality to costumer satisfaction is 48 %. The other 52% is affected by other factors.
| Item Type: | Thesis (Masters) |
|---|---|
| Additional Information (ID): | 40251.pdf |
| Uncontrolled Keywords: | kepuasan pelanggan, kualitas layanan |
| Subjects: | 600 Technology and Applied Sciences > 650-659 Management and Auxiliary Service (Manajemen dan Ilmu yang Berkaitan) > 658.4013 Control and Quality Management (Manajemen Kontrol dan Kualitas) 600 Technology and Applied Sciences > 650-659 Management and Auxiliary Service (Manajemen dan Ilmu yang Berkaitan) > 658.812 Customer Satisfaction/TQM/Quality Of Service (Kepuasan Pelanggan) |
| Divisions: | Tugas Akhir Program Magister (TAPM) > Magister Manajemen |
| Depositing User: | admin upload repo |
| Date Deposited: | 19 Aug 2016 07:52 |
| Last Modified: | 24 Sep 2018 01:33 |
| URI: | http://repository.ut.ac.id/id/eprint/1686 |
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