Detail Cantuman

The Influence of Service Quality and Service Innovation on
Customer Satisfaction at Halim Perdana Kusuma International
Airport- Jakarta. Wurwan Esacipta August. NPM:
CA191221683. This research aims to determine and analyze the
influence of service quality and service innovation on customer

satisfaction at Halim Perdana Kusuma International Airport-
Jakarta. This is based on problems where there are 3 reasons behind

the decrease in the number and dissatisfaction of passengers,
namely: 1) High ticket prices r 2 Geographical location causing
flooding, so airport operations are totally suspended; 3) Pandemic.
This research was conducted at Halim Perdana Kusuma
International Airport, Jakarta from March 2021 to July 2021. This
research used a quantitative approach. Data was collected by
distributing questionnaires to 100 service, innovation and customer
satisfaction. The results show that there is a significant influence by
the service quality variable on the customer satisfaction
variable by 60%, there is a significantlq- influence by the service
innovation variable on customer satisfaction variable by 55.1%,
and there is a positive and significant influence given by the
variables of service quality and service innovation together on
customer satisfaction at Halim Perdana Kusuma International
Airport - Jakarta by 68.2%.