VEMBRAWATI, 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 http://digilib.mercubuana.ac.id/ ii Mercu Buana Uneversity Faculty of Commnucation Sciences Majoring Public Relations Nina Vembyawati 44214120009 Effect of Garuda Indonesia Baggage Services at Terminal 3 of Soekarno Hatta Airport on Passenger Satisfaction Bibliography : 5 Bab 152 hal + Attachments + 27 Books + 9 Internet Sites 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
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