PENGARUH PELAYANAN BAGASI GARUDA INDONESIA DI TERMINAL 3 BANDARA SOEKARNO - HATTA TERHADAP KEPUASAN PENUMPANG

VEMBYAWATI, NINA (2019) PENGARUH PELAYANAN BAGASI GARUDA INDONESIA DI TERMINAL 3 BANDARA SOEKARNO - HATTA TERHADAP KEPUASAN PENUMPANG. S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

Semenjak dibukanya terminal 3 Bandara Soekarno – Hatta pada 8 Agustus 2016, terjadi banyak permasalahan terkait pelayanan bagasi yang di tangani oleh maskapai Garuda Indonesia khususnya untuk penerbangan domestik. Setiap harinya terjadi 4 komplenan mengenai pelayanan bagasi Garuda Indonesia di terminal 3. Penelitian ini dilakukan untuk mengetahui pengaruh pelayanan bagasi Garuda Indonesia di terminal 3 Bandara Soekarno – Hatta terhadap kepuasan penumpang. Penelitian ini menggunakan pendekatan kuantitatif dengan tipe penelitian deskriptif. Metode yang digunakan adalah metode survei dengan menggunakan istrumen pengisian kuesioner. Berdasarkan hasil penelitian ini besarnya pengaruh Pelayanan Bagasi di Terminal 3 Bandara Soekarno – Hatta terhadap Kepuasan Penumpang sebesar 19,6%, mean tertinggi pada variabel X sebanyak 4,24 yaitu Staff Garuda Indonesia memberikan pelayanan yang baik bagi penumpang berkebutuhan khusus, sedangkan pada variabel Y mean tertinggi dengan 4,18 yaitu Staff Garuda Indonesia melayani penumpang dengan sopan. Kata Kunci : Pelayanan, Kepuasan, Pelayanan Bagasi, Garuda Indonesia Since the opening of Terminal 3 of Soekarno-Hatta Airport on August 8, 2016, there are many problems related to baggage service handled by Garuda Indonesia airlines, especially for domestic flights. Every day there are 4 complaints regarding the baggage service of Garuda Indonesia in terminal 3. This Research conducted to determine the extent of the effect of Garuda Indonesia baggage service at Terminal 3 of Soekarno-Hatta Airport on passenger satisfaction. This study uses a quantitative approach with a descriptive research type. The method used is the survey method using the questionnaire filling instrument. Based on the results of this study the effect of baggage service Garuda Indonesia at Terminal 3 Soekarno – Hatta Airport is 19,6%, the highest mean value was obtained for variable X as much as 4.24 is Garuda Indonesia staff provided good service for passengers with special needs. while for the highest Y mean variable with 4.18, is Garuda Indonesia staff serve passengers politely. Keywords: Service, Satisfaction, baggage service, Garuda Indonesia

Item Type: Thesis (S1)
Call Number CD: FK/PR. 19 123
NIM: 44214120009
Uncontrolled Keywords: Service, Satisfaction, baggage service, Garuda Indonesia
Subjects: 200 Religion/Agama > 260 Christian Social Theology/Teologi Sosial Kristen > 268 Religious Education/Pendidikan Agama Kristen, Pengajaran Agama Kristen > 268.7 Services/Pelayanan
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
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
Divisions: Fakultas Ilmu Komunikasi > Hubungan Masyarakat
Depositing User: Dede Muksin Lubis
Date Deposited: 27 Sep 2019 03:15
Last Modified: 23 Oct 2019 06:18
URI: http://repository.mercubuana.ac.id/id/eprint/50949

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