ANALISIS KUALITAS PELAYANAN JASA KALAYANG DI BANDARA INTERNASIONAL SOEKARNO-HATTA DENGAN METODE SERVQUAL DAN IMPORTANCE PERFORMANCE ANALYSIS

INDRAWANSYAH, INDRAWANSYAH (2020) ANALISIS KUALITAS PELAYANAN JASA KALAYANG DI BANDARA INTERNASIONAL SOEKARNO-HATTA DENGAN METODE SERVQUAL DAN IMPORTANCE PERFORMANCE ANALYSIS. S2 thesis, Universitas Mercu Buana Jakarta.

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Abstract

This research takes the title "Analysis Quality of Skytrain Services at Soekarno-Hatta International Airport by Using the Quality and Importance Performance Analysis Methods”. The purpose of this research was to dertermine the needs (importance) and to research the assessment (performance) of Skytrain Facilities at Soekarno-Hatta international Airport with the servqual method and to determine the suitability between importance and performance of Skytrain facility services at Soekarno – Hatta international airport by using importance performance analysis method. The population in this research were all users of Skytrain facilities at Soekarno – Hatta international Airport, the sample taken in this research were some users who represented all skytrain users at Soekarno – Hatta international Airport. Analysis of the data in this research using the servqual method and certesian method. The results of this research are the level of service user neef for services quality Keywords: service quality, Servqual and methods of Importance-Performance Analisys Penelitian ini mengambil judul “Analisis Kualitas Pelayanan Jasa Kalayang Di bandara Internasional Soekarno-Hattaitas dengan Metode Servqual dan Importance�Performance Analisys”. Tujuan dalam penelitian ini adalah mengetahui kebutuhan (importance) Pelayanan Fasilitas Kalayang di Bandara Internasional Soekarno-Hatta dengan metode Servqual, dan mengetahui penilaian (performance) Pelayanan Fasilitas Kalayang di Bandara Internsional Soekarno-Hatta dengan metode Servqual dan mengetahui kesesuaian antara Importance- Performance Pelayanan Fasilitas Kalayang di Bandara Internasioanal Soekarno-Hatta dengan metode Importance�Performance Analisys. Populasi dalam penelitian ini adalah seluruh Pengguna Jasa Fasilitas Kalayang di Bandara Internasional Soekarno-Hatta. Sampel yang diambil dalam penelitian ini adalah sebagian pengguna jasa yang mewakili seluruh Pengguna Jasa Kalayang di Bandara Internasional Soekarno-Hatta. Analisis data dalam penelitian ini menggunakan metode Servqual dan diagram Kartesius. Hasil penelitian ini adalah Tingkat kebutuhan pengguna jasa terhadap kualitas pelayanan Kata Kunci : Kualitas Layanan, Servqual dan metode Importance-Performance Analisys

Item Type:	Thesis (S2)
Call Number CD:	CD/553. 20 014
Call Number:	TI/53/21/007
NIM/NIDN Creators:	55316120035
Uncontrolled Keywords:	Kualitas Layanan, Servqual dan metode Importance-Performance Analisys
Subjects:	300 Social Science/Ilmu-ilmu Sosial > 380 Commerce, Communications, Transportation (Perdagangan, Komunikasi, Transportasi) > 385 Railroad Transportation/Transportasi Kereta Api > 385.7 Air Transportation, Airlines/Transportasi Udara 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 657 Accounting/Akuntansi > 657.8 Accounting for Enterprises Enganged in Specific Kinds of Activities/Akuntansi Usaha yang Bergerak dalam Jenis Kegiatan Tertentu > 657.83 Service and Professionals Activities/Kegiatan Pelayanan dan Profesional 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum > 658.6 Quality Management/Manajemen Kualitas 700 Arts/Seni, Seni Rupa, Kesenian > 710 Civic and Lanscape Art/Seni Perkotaan dan Pertamanan > 711 Area Planning/Perencanaan Wilayah Perkotaan dan Pertamanan > 711.7 Plans for Transportation Facilities/Perencanaan untuk Fasilitas Transportasi > 711.78 Air Transportation Facilities/Fasilitas Transportasi Udara
Divisions:	Pascasarjana > Magister Teknik Industri
Depositing User:	Putra Arsy Anugrah
Date Deposited:	24 Dec 2021 03:51
Last Modified:	18 Apr 2022 07:13
URI:	http://repository.mercubuana.ac.id/id/eprint/50379

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