SISWANTO, SISWANTO (2015) MINAT BELI ULANG SEBAGAI DAMPAK DARI POLA PUNGUTAN TARIF PASSENGER SERVICE CHARGE DAN KUALITAS LAYANAN MELALUI KEPUASAN PENUMPANG DI BANDAR UDARA INTERNASIONAL SOEKARNO HATTA. S2 thesis, Universitas Mercu Buana Jakarta.
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Abstract
This purpose of this research is to analyze the impact of service charge rates and service quality on passenger satisfaction and their impact on re-purchase intention. The Passenger at Soekarno Hatta International Airport were taken as case study. Both primary and secondary data were employed. Secondary data were taken from various sources such as journals books and other related publication. Primary data were gathered using questionnaire which was distributed to respondents. Total sample of 150 was obstain. The results showed that the passenger service charge rate had no direct and significant impact on user satisfaction of services, but the service quality had impact on satisfaction and re-purchae intention on suggested that airport manager is able to apply pattern quite well and able to improve the performance of the effort service user satisfaction. Keywords: Pattern Collection Rates, Service Performance, User Experience and Interests Re-Purchase. Judul penelitian ini adalah “Minat Beli Ulang Sebagai Dampak Dari Pola Pungutan Tarif Passenger Service Charge dan Kwalitas Layanan Melalui Kepuasan Penumpang di Bandar Udara Internasional Soekarno Hatta. Tujuan penelitian ini adalah untuk menganalisis seberapa jauh pengaruh pola pungutan Tarif Passenger Service Charge dan kinerja pelayanan di Bandar Udara Soekarno Hatta berpengaruh terhadap kepuasan penumpang dan minat beli ulang. Metode yang digunakan dalam penelitian ini adalah metode penelitian deskriptif dan kuantitatif yang dilaksanakan melalui pengumpulan data di lapangan, maka metode yang digunakan dalam penelitian ini adalah explanatory survey explanatory survey. Hasil penelitian menunjukkan bahwa pola pemungutan Tarif Passenger Service Charge di Bandar Udara Soekarno Hatta tidak berpengaruh secara langsung dan signifikan terhadap kepuasan pengguna jasa, namun kinerja pelayanan memberikan pengaruh terhadap kepuasan pengguna jasa dan minat beli ulang, ke depan sebagai pengelola Bandar Udara dituntut untuk dapat menerapkan pola yang cukup baik dan mempu meningkatkan kinerja dalam upaya kepuasan pengguna jasa. Kata Kunci : Pola Pemungutan Tarif, Kinerja Pelayanan, Kepuasan Pengguna Jasa dan Minat Beli Ulang.
| Item Type: | Thesis (S2) |
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| Call Number CD: | CD/551. 15 018 |
| Call Number: | TM/51/15/016 |
| NIM/NIDN Creators: | 55110110039 |
| Uncontrolled Keywords: | Pola Pemungutan Tarif, Kinerja Pelayanan, Kepuasan Pengguna Jasa dan Minat Beli Ulang. |
| Divisions: | Pascasarjana > Magister Manajemen |
| Depositing User: | Admin Perpus UMB |
| Date Deposited: | 22 Feb 2015 14:24 |
| Last Modified: | 29 Dec 2022 02:21 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/7541 |
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