PENGARUH SERVICE RECOVERY TERHADAP KEPUASAN PENUMPANG DI BANDARA HUSEIN SASTRANEGARA BANDUNG: Survei terhadap wisatawan domestik

• Main Author: Fauzia Dwisti Karina, - (Author)
• Format: Book
• Published: 2015-10-29.
• Subjects: Thesis; NonPeerReviewed
• Online Access: Link Metadata

Summary

ABSTRAK Fauzia Dwisti Karina 1000629 "Pengaruh Service Recovery Terhadap Kepuasan Penumpang Di Bandara Husein Sastranegara" (Survei terhadap wisatawan domestik) di bawah bimbingan Gitasiswhara, S.E., Par., MM., dan Taufik Abdullah, S.E., MM., Par. Pariwisata merupakan salah satu industri yang mengalami perkembangan yang cukup pesat dan tidak dapat lepas dari peran serta sektor lain, salah satunya adalah transportasi. Jasa transportasi udara , sebagai tranportasi yang terpenting, membutuhkan dukungan bandar udara yang merupakan salah satu unsur pariwisata yakni accessibility. Salah satu bandara di Indonesia yakni Bandara Husein Sastranegara Bandung selalu mengalami peningkatan penumpang setiap tahunnya hingga mencapai over capacity. Hal itu membuat banyak keluhan masuk kepada PT. Angkasa pura II selaku pengelola bandara. Banyaknya keluhan yang masuk akan mempengaruhi kepuasan penumpang. Untuk dapat memperbaiki kegagalan jasa, pihak bandara menerapkan service recovery yang berupa tindakan, usaha atau proses untuk meningkatkan kepuasan penumpang. Dalam penelitian ini, service recovery terdiri dari procedural justice, interactive justice dan outcome justice, sedangkan kepuasan penumpang yang diperoleh dari hasil perbandingan antara kinerja yang dirasakan (perceived) dengan harapan penumpang (expected). Populasi dalam penelitian ini adalah penumpang yang pernah memberikan complaint dan mendapatkan service recovery di Bandara Husein Sastranegara sebanyak 100 responden. Metode yang digunakan adalah metodde deskriptif dan explanatory dengan waktu penelitian kurang dari satu tahun (cross sectional method). Teknik analisis data dan uji hipotesis yang digunakan adalah analisis regresi linier berganda. Tujuan dari penelitian ini untuk memperoleh dan atau mendapatkan hasil mengenai kepuasan penumpang terhadap service recovery. Hasil penelitian ini menunjukan bahwa keseluruhan dimensi service recovery memiliki pengaruh yang signifikan terhadap kepuasan penumpang Kata kunci: service recovery, Service Failure, transportasi udara, Kepuasan Penumpang ABSTRACT Fauzia Dwisti Karina 1000629 "Influence of Service Recovery towards Passengers Satisfactionat Husein Sastranegara Airport" (Survey towards domestic tourists) under the supervision of Gitasiswhara, S.E., Par., MM., and Taufik Abdullah, S.E., MM., Par. Tourism is one of industries that is growing quite rapidly and cannot be separated from the roles of other sectors. One of those sectors is transportation. Air transportation service, as the most important transportation, needs assistance from airport that has one of tourism elements which is accessibility. One of the airports in Indonesia, which is Husein Sastranegara Bandung airport, always faces increase in the number of passengers in every year which cause over capacity. It makes PT Angkasa Pura II, as the maintainer of the airport, receive many complaints from the passengers. Those complaints will affect the passengers' satisfaction. In order to decrease service failure, the airport management applies service recovery in the form of actions, efforts, or process to increase passengers satisfaction. In this study, service recovery that consists of procedural justice, interactive justice and outcome justice. In the other hand, passengers satisfaction which is obtained from the comparison result between the performance perceived by the passengers (perceived) and the passengers' expectation (expected).The population of respondents in this study is 100 passengers who have ever made complaints and received service recovery at Husein Sastranegara airport. The method used in this study is descriptive- explanatory method with less than a year length of research (cross sectional method). The data analysis and hypothesis test technique used in this study is multiple linear regression. The purposes of this study are to gain and/or get the result about passengers satisfaction towards service recovery. The result of this study shows that the entire dimension of service recovery has significant influence towards passengers satisfaction. Keywords: Service Recovery, Service Failure, Aircraft, Passengers' Satisfaction

Item Description

http://repository.upi.edu/73948/1/S_MPP_1000629_TITLE.pdf
http://repository.upi.edu/73948/2/S_MPP_1000629_Chapter1.pdf
http://repository.upi.edu/73948/3/S_MPP_1000629_Chapter2.pdf
http://repository.upi.edu/73948/4/S_MPP_1000629_Chapter3.pdf
http://repository.upi.edu/73948/5/S_MPP_1000629_Chapter4.pdf
http://repository.upi.edu/73948/6/S_MPP_1000629_Chapter5.pdf
http://repository.upi.edu/73948/7/S_MPP_1000629_Appendix.pdf