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PENGARUH KUALITAS PELAYANAN DAN INOVASI PELAYANAN TERHADAP KEPUASAN PELANGGAN DI BANDAR UDARA INTERNASIONAL HALIM PERDANA KUSUMA - JAKARTA

Dosen Pembimbing: | Abstrak: The Influence of Service Quality and Service Innovation on Customer Satisfaction at Halim Perdana Kusuma Inte ational 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 Inte ational 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 Inte ational 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 Inte ational Airport - Jakarta by 68.2%.

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J250011
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Series Title
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Call Number
JRN DOS 2025
Publisher
Jakarta : Jurnal Ilmu Administrasi Publik.,
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Jurnal
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Subject(s)
Service Quality, Service Innovation, and Customer
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