Proceedings of the Conference on Global Research on Sustainable Transport (GROST 2017)

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INFLUENCE OF SERVICE QUALITY ON PASSENGER SATISFACTION AT HALIM PERDANAKUSUMA AIRPORT, JAKARTA, INDONESIA

Authors
Cecep Ruhiyat, Sandriana Marina, Hanifah Hanifah, Olfebri Olfebri
Corresponding Author
Cecep Ruhiyat
Available Online November 2017.
DOI
10.2991/grost-17.2018.31How to use a DOI?
Keywords
Service Quality, Passenger Satisfaction, Halim Perdanakusuma Airport
Abstract

Passengers' satisfaction of service quality at airports are becoming increasingly important as air traffic grows. This research investigated passengers' perceptions of satisfaction at Halim Perdanakusuma International Airport, Jakarta, Indonesia.This study aims to find alternative solution models through exploring and analyzing the data and information concerning the influence of service quality on customer satisfaction. The method in this research is descriptive and verificative with data analysis using simple linear regression. This study sample of 100 respondents, with simple random sampling method with the entire population of passengers in Halim Perdanakusuma International Airport, Jakarta. Using SPSS 24 version, the analize find that all instruments validand reliable.The research shows that service quality has influence positive significant through customer satisfaction. This study has some limitations so that further research can be carried out to develop the research model. The result of this research suggests to expand the study on its analysis unit in order to give wider contributions to studying customer satisfaction especially for passenger satisfaction in airport.

Copyright
© 2018, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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Volume Title
Proceedings of the Conference on Global Research on Sustainable Transport (GROST 2017)
Series
Advances in Engineering Research
Publication Date
November 2017
ISBN
978-94-6252-449-1
ISSN
2352-5401
DOI
10.2991/grost-17.2018.31How to use a DOI?
Copyright
© 2018, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

Cite this article

risenwbib
TY  - CONF
AU  - Cecep Ruhiyat
AU  - Sandriana Marina
AU  - Hanifah Hanifah
AU  - Olfebri Olfebri
PY  - 2017/11
DA  - 2017/11
TI  - INFLUENCE OF SERVICE QUALITY ON PASSENGER SATISFACTION AT HALIM PERDANAKUSUMA AIRPORT, JAKARTA, INDONESIA
BT  - Proceedings of the Conference on Global Research on Sustainable Transport (GROST 2017)
PB  - Atlantis Press
SP  - 357
EP  - 363
SN  - 2352-5401
UR  - https://doi.org/10.2991/grost-17.2018.31
DO  - 10.2991/grost-17.2018.31
ID  - Ruhiyat2017/11
ER  -