ANALYSIS OF CUSTOMER SERVICE QUALITY ON PASSENGER SATISFACTION USING SERVQUAL MODEL AT SAMS SEPINGGAN AIRPORT BALIKPAPAN
C. Prihandoyo, Nina Indriastuty, Adi Hermawansyah,Sendy Christin Noviyanti5

C. Prihandoyo1, Nina Indriastuty2,3, Adi Hermawansyah4
Sendy Christin Noviyanti5
1,2,4,5 Management study program, Faculty of Economics and Business, Balikpapan University
Jl.Pupuk Raya No.1 Damai Bahagia Balikpapan, East Kalimantan , Indonesia
3 Student of the Management Science Doctoral Program, Faculty of Economics and Business, Brawijaya University , Malang , Indonesia

Abstract

Aviation is an important part of the tourism sector in an increasingly competitive and fast-paced world. The aviation industry is vital to global business. An interesting area of research in the aviation industry is customer satisfaction due to the complexity of human behavior and perception. The increase in the number of passengers was not accompanied by a very low level of passenger enthusiasm for customer service, which had an impact on customer satisfaction and the company^s reputation. The analysis tool for this research uses Multiple Linear Regression with a statistical package for social sciences (SPSS Version 26) on service quality on passenger satisfaction. The physical evidence, reliability, responsiveness, assurance and empathy provided by SAMS Sepinggan Balikpapan Airport CS on passenger satisfaction has been proven to be related and based on partial tests, the reliability of CS has the most dominant influence on passenger satisfaction. By providing the service quality measures provided by this study, airports can increase customer satisfaction and legislators can use them to create marketing strategies that drive demand for air travel and increase the economic and social benefits of the air transportation sector.
Keywords : Quality of Service, Customer Satisfaction, Servqual

Keywords: Quality of Service, Customer Satisfaction, Servqual

Topic: Economics