SERVICE QUALITY MODEL ON PASSENGER SATISFACTION AT SULTAN HASANUDDIN MAKASSAR INTERNATIONAL AIRPORT

MULYADI NUR(1*), FATMAWATI SABUR(2),

(1) Faculty of Engineering, State University of Makassar, Indonesia
(2) Faculty of Engineering, State University of Makassar, Indonesia
(*) Corresponding Author



Abstract


Vocational education is a process of introducing practical subjects to the world of work through industrial visits, providing vocational guidance and providing applied teaching and training to people who need work. We use the term vocationalization which includes the meaning of vocationalization. Introduction to practical subjects in the world of work includes the development of vocational competencies, personality competencies, social competencies, soft skills, work skills, technical skills, vocational careers, salary systems, work systems, work safety, employment regulations and legislation and so on. Based on this, the research study aims to determine 1) The influence of check-in counter facilities on passenger satisfaction at Sultan Hasanuddin Makassar international airport. 2) The influence of Avsec facilities on passenger satisfaction at Sultan Hasanuddin Makassar international airport. The research method used is survey research with a quantitative approach. The results of this research indicate that there is an influence of service quality on passenger satisfaction at Sultan Hasanuddin Makassar International Airport. The test results show that tcount is greater than ttable. Service quality has a joint influence on the five variables tested on passenger satisfaction. The test results show that Fcount is greater than Ftable. So this research hypothesis is accepted.

Keywords: Check in counter, avsec for services provided to airport passengers


Full Text:

PDF

References


Aberti, H. V. R. (N.D.). Redesign of Pangsuma Putussibau Airport. Jmars: Journal of Architectural Mosaic, 8(1).

Ade, P. W. S. (2021). Analysis of factors affecting flight safety at Tambolaka Airport in Southwest Sumba Regency, East Nusa Tenggara. Thesis.

Apriani, N., & Nieamah, K. F. (2022). The effect of taxi service quality at Tebelian Sintang Airport on passenger satisfaction. Journal of Citizenship, 6(1), 700–709.

Christianto, K. (2017). The relationship of the service quality dimension with the quality of e-commerce services from the point of view of online consumers. Journal of Information Technology, 12(2).

Darusman, N. A. (2020). Perception of airline service users towards excellent service CSO (Customer Service Officer) at Sultan Syarif Kasim II Airport Pekanbaru. Sultan Syarif Kasim State Islamic University of Riau.

Faoziah, A. N. (2022). The effect of the quality of service of airport security personnel on passenger satisfaction at Yogyakarta International Airport. Madani Multidisciplinary Journal, 2(3), 1259–1268.

Gaol, A. L., Hidayat, K., & Sunarti, S. (2016). The effect of product quality on the level of consumer satisfaction and consumer loyalty (survey on S1 students of the Faculty of Administrative Sciences academic year 2012/2013 Universitas Brawijaya who use Samsung smartphones). Brawijaya University.

Indriati, I. (2021). The effect of check-in counter service quality on passenger satisfaction at Kalimarau Airport. Yogyakarta College of Aerospace Technology.

Meithiana, I. (2017). Job satisfaction and employee performance A review of the dimensions of organizational climate, individual creativity, and job characteristics. Indomedia Library.

Nomor, U.-U. (1 C.E.). Year 2009 About Aviation.

Perhubungan, K., Batas, T., & Ekonom, A. (1993). Government Regulation Number 41 of 1993 concerning Road Transportation. Jakarta: Ministry of Transportation.

Pratama, P. (2021). Operational Analysis of Baggage Handling System at Bali Ngurah Rai International Airport. Sttkd Sekolah Tinggi Teknologi Keaerogantaraan Yogyakarta.

Rafliansyah, A. (2021). The effect of the availability of waiting room facilities on passenger satisfaction at Sultan Hasanuddin International Airport Makassar. Sttkd College of Aerospace Technology.


Article Metrics

Abstract view : 72 times | PDF view : 7 times

Refbacks

  • There are currently no refbacks.