THE EFFECT OF SERVICE QUALITY AND FACILITIES ON CUSTOMER SATISFACTION IN SOEKARNO-HATTA INTERNATIONAL AIRPORT CHECK-IN AT NEW NORMAL ERA IN 2020

Resya Cahya, Tasha Kamilia, Euis Saribanon, Abi Prasidi

Abstract


This research was conducted to determine the effect of service quality and facilities on customer satisfaction in Soekarno-Hatta International Airport Check-In at New Normal Era in 2020.This study used quantitative method from samples of 379 respondents. Data were collected in the form of questionnaires with Likert scale model that has been tested. Technical Analysis of the research using analysis validity, reliability. While testing the hypothesis using multiple linear regression analysis.The results show that the quality of service and facilities had a positive influence on customer satisfaction. This conclusion was obtained from the t-test results of 11,227 for service quality and 5,483 facilities > from the t -table value of 1. 966 with a significance value of 0,000 < 0.05 on Customer Satisfaction.

Keywords


Quality, Service Quality, Facilities, Customer Satisfaction, Check-in Airport

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References


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DOI: https://doi.org/10.25292/atlr.v3i0.262

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