PENGARUH VARIABEL SERVICESCAPE, PERSONAL SERVICE DAN SERVICES TERHADAP PASSENGER SATISFACTION MELALUI MEDIASI PERCEIVED VALUE DI TERMINAL 3 BANDARA SOEKARNO HATTA

HAPSARI, ANGGRAINI GADIS DWI (2023) PENGARUH VARIABEL SERVICESCAPE, PERSONAL SERVICE DAN SERVICES TERHADAP PASSENGER SATISFACTION MELALUI MEDIASI PERCEIVED VALUE DI TERMINAL 3 BANDARA SOEKARNO HATTA. S2 thesis, Universitas Mercu Buana Jakarta.

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Abstract

The purpose of this study was to determine the effect of servicescape, personal service and services variables on passenger satisfaction through perceived value mediation at terminal 3 of Soekarno Hatta Airport. The sample of this research is 240 people, the sampling technique is using simple random sampling probability sampling technique. Analysis and testing of the research hypothesis using SEM with PLS software version 3.0. The results of testing the Servicescape hypothesis have a positive and significant effect on perceived value. Servicescape has a positive and significant effect on Passenger Satisfaction. Personal service has no positive and significant effect on Perceived value. Personal service has a positive and significant effect on passenger satisfaction. Services have a positive and significant effect on Perceived value. Service has no positive and significant effect on Passenger Satisfaction. Perceived value has a positive and significant effect on passenger satisfaction. Perceived value is a partial mediator between servicescape and passenger satisfaction. Perceived value does not mediate personal service on passenger satisfaction. Perceived value is a full intermediary between service and passenger satisfaction. Keywords: Servicescape, Personal Services, Services, Passenger satisfaction, Perceived value. Tujuan penelitian ini adalah mengetahui pengaruh variabel servicescape, Personal service dan services terhadap passenger satisfaction melalui mediasi perceived value di terminal 3 Bandara Soekarno Hatta. Sampel penelitian ini adalah sebanyak 240 orang, teknik pengambilan sampel melalui dengan teknik sampling probability simple random sampling. Analisis dan pengujian hipotesis penelitian ini menggunakan SEM dengan software PLS versi 3.0. Hasil pengujian hipotesis Servicescape berpengaruh positif dan signifikan terhadap perceived value. Servicescape berpengaruh positif dan signifikan terhadap Passenger Satisfaction. Personal service tidak berpengaruh positif dan signifikan terhadap Perceived value. Personal service berpengaruh positif dan signifikan terhadap Passenger satisfaction. Services berpengaruh positif dan signifikan terhadap Perceived value. Services tidak berpengaruh positif dan significant terhadap Passenger Satisfaction. Perceived value berpengaruh positif dan significant terhadap passenger satisfaction. Perceived value merupakan partial mediator antara servicescape terhadap passenger satisfaction. Perceived value tidak memediasi personal service terhadap passenger satisfaction. Perceived value merupakan full mediator antara services terhadap passenger satisfaction Kata Kunci: Servicescape, Personal Services, Services, Passenger satisfaction, Perceived value.

Item Type:	Thesis (S2)
Call Number CD:	CD/551. 23 043
Call Number:	TM/51/23/067
NIM/NIDN Creators:	55119120094
Uncontrolled Keywords:	Servicescape, Personal Services, Services, Passenger satisfaction, Perceived value.
Subjects:	000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 000. Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 005 Computer Programmming, Programs, Data/Pemprograman Komputer, Program, Data > 005.4 System Programming and Programs/Sistem Pemrograman dan Program > 005.43 Operating System/Sistem Operasi > 005.435 Memory Management Programs/Program Manajemen Memori 000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 000. Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 005 Computer Programmming, Programs, Data/Pemprograman Komputer, Program, Data > 005.4 System Programming and Programs/Sistem Pemrograman dan Program > 005.43 Operating System/Sistem Operasi > 005.436 File System Management Programs/Program Manajemen Sistem File 000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 000. Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 005 Computer Programmming, Programs, Data/Pemprograman Komputer, Program, Data > 005.7 Data in Computer Systems/Data dalam Sistem-sistem Komputer > 005.75 Specific Types of Data Files and Databases/Jenis Spesifik File Data dan Pangakalan Data > 005.759 Full-Text Database Management Systems/Sistem Manajemen Database Teks Penuh
Divisions:	Pascasarjana > Magister Manajemen
Depositing User:	MILA RISKA
Date Deposited:	17 May 2023 03:58
Last Modified:	17 May 2023 03:58
URI:	http://repository.mercubuana.ac.id/id/eprint/76231

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