Analisis Pengaruh Kualitas Pelayanan Publik terhadap Kepuasan Penumpang. Studi Kasus: Pelayanan Jasa Penumpang  di Bandara Wiriadinata Tasikmalaya

doi:10.36782/jemi.v2i3.1936

Analisis Pengaruh Kualitas Pelayanan Publik terhadap Kepuasan Penumpang. Studi Kasus: Pelayanan Jasa Penumpang di Bandara Wiriadinata Tasikmalaya

Wiwit Purwita, BP.Kusumo Bintoro

Abstract

Tasikmalaya is one of the advanced cities in terms of the economy, especially in terms of handicraft production, so that many people do business as craftsmen where their products are distributed to many cities or countries. To facilitate the shipment of goods, the development of air transportation is the most effective solution. However, it needs to be examined in terms of service satisfaction on passenger satisfaction so that it can be seen the effect of service quality and its variables on passenger satisfaction at Wiriadinata Airport, Tasikmalaya. The approach taken is the method of interview and quantitative research. A total of 100 respondents were involved in this study. The results of this study indicate that in this study is in accordance with the theory that service quality will be very dominant influence on passenger satisfaction and positive impact. The results of this study are also consistent with previous studies stating that service quality has an effect on passenger satisfaction. Because with good service in the form of Tangible, reliability, responsiveness, assurance and empathy will have a positive impact on passenger satisfaction at the airport Wiriadinata Tasikmalaya. In addition, it was revealed that overall service quality at Wiriadinata airport was quite good for passenger satisfaction.

Keywords

Public Service Quality, Passenger Satisfaction, Air Transportation Modes.

References

Cr Al-Refaie, A. (2014). . Examining Factors that Affect Passenger’s Overall Satisfaction and Loyalty. vol. 8(No. 2).

Arief,Muhammad.Kualitas Pelayanan Publik di Bandara Internasional Sultan Hasanuddin Makassar

Arikunto, S. (2002). , Prosedur Penelitian: Suatu Pendekatan Praktek. Jakarta: Rineka Cipta.

Arnoldina. (2014). Evalution of The Airport Service Quality. Procedia – Social and Behavioral Science, 110.

Davis, K. & William WB.,(1996), Human resources and personnel management ,McGraw Hill Inc. Direktorat Jenderal Perhubungan Udara, 1999, Level of service, Jakarta, Direktorat Jenderal Perhubungan Udara

Engel, J.F, Blackwell,Rd dan Miniard, DW. (1995). Perilaku Konsumen. Terjemahan. Jilid 1. Jakarta: Bina Rupa Aksara.

Ferrinadewi E., (2005), Pengaruh Tipe Keterlibatan Konsumen Terhadap Kepercayaan Merek dan Dampaknya Pada Keputusan Pembelian, Modus, Vol. 17, No. 1.

Gary, A. (1999). Principle of Marketing. New Jersey : Prentice-Hall.

Ghozali, I. (2005). Aplikasi Analisis Multivariate dengan program SPSS. Semarang: Universitas Diponegoro.

Hoang , P. T. (2016). Factors Affecting The Service Quality Standars at The international Airports When Viet Nam Intergrates TPP. British Journal or marketing Studies, No.1.

Hastono, Yuli Sudoso, 2008, Pelayanan Publik Di Bandar Udara Polonia Medan, Tesis, Sekolah Pasca Sarjana USU, Medan

Ilyas, Y. (1999). KInerja: Teori Penilaian dan Penelitian. Jakarta: PT Gramedia Pustaka Utama.

Irawan, Prasetya. 2002. Manajemen Sumber Daya Manusia. STIA-LAN Press, Jakarta.

Kotler, P. d. (2009). Marketing Managemen, Analysis, Planning, Implementation and Control. New Jersey: Pearson Prentice Hall.

Kotler, P., & Keller., K. L. (2009). Marketing management, 13th ed. England: 13th ed.

Lupiyoadi, Rambat. (2001). Manajemen Pemasaran Jasa. Salemba Empat, Jakarta.

Mahendrayan, N. i. (2016). Pengaruh kualitas layanan terhadap kepuasan pelanggan dengan kepercayaan sebagai variable intervening (Studi pada pelanggan Lion Air di Bandara Juanda Surabaya).

Parasuraman, A. P., Zeithaml, V. A., & Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implication for Future Reaserch. Journal of Marketing, vol: 49: pp 41-50.

Parasuraman, A. P., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing , vol: 64, issue:1, pp 12-40.

Rangkuti, F. (2009). The Power of brands, Cetakan keempat. Jakarta: Gramedia.

Ruhiyat, C. (2018). Infulence Of Service Quality On Passenger Satisfaction At Halim PerdanaKusumah Airport. Atlantis Press, vol.147.

Pallant, J. (2007). ,. SPSS Survival Manual. England: Open University Press.

Rangkuti, Freddy. (2006). Measuring ustomer Satisfaction. Jakarta: PT.Gramedia.

RI, P. (2015). Peraturan Menteri tentang Standar Pelayanan Penggunan Jasa Bandar Udara.

Santoso, S. T. (2001). Riset Pemasaran Konsep dan Aplikasi dengan SPSS. Jakarta: PT. Elex Media Komputindo.

Santoso, S. T. (2001). Statistik Parametrik . Jakarta: PT. Elex Media Komputindo.

Sitepu, Masliana Bangun. 2005. Mengatasi Berbagai Tantangan dalam Era Globalisasi melalui Peningkatan Perilaku Kewira-swastaan.Jurnal Ilmu Administrasi dan Organisasi, Bisnis & Birokrasi,Vol.13, No.1 (Januari)

Sugiyono. (2005). Metode Penelitian Administrasi. Bandung: Alfabeta.

Sugiyono. (2016). Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Bandung: Alfabeta.

Supardi. (2012). Aplikasi Statistika Dalam Penelitian. Jakarta: PT.Ufuk Publishing House.

Subekti.S (2014). Analisis Kualitas Pelayanan Terminal Penumpang di Bandar Udara Rendani Manokwari

Susanto. (2000). Manajemen Pemasaran di Indonesia: Analisis, Perencanaan, Implementasi dan Pengendalian. Jakarta: Salemba Empat.

Sumarwan, Ujang. 2003. Prilaku Konsumen: Teori dan Penerapannya dalam Pemasaran, Jakarta: Ghalia Indonesia.

Tjiptono, F. (2000). Prinsip-prinsip Total Quality Service. Yogyakarta: Andi Offiset.

Tjiptono, F. (2004). Marketing Scale. Yogyakarta: Andi Offset.

Yuzal, Indra dan Agushinta, Lira, 2016, Pelayanan Fasilitas Terminal Bagi Pengguna Jasa Penerbangan, Jurnal Manajemen Bisnis Transportasi Dan Logistik, Vol.2 No 2 Januari 2016, 267 –275awford, M. & Benedetto, A. D., 2010. New products management.. New York: McGraw-Hill Irwin.

Ferdinand, A., 2000. Manajemen Pemasaran : Sebuah Pendekatan Strategy. Research Paper Serie. No. 01 . Program Magister Manajemen Universitas Diponegoro, Maret.

Hurley, R. F. &. H. G. T. M., 1998. Innovation, Market Orientation, and Organizational Learning: An Integration and Empirical Examination. https://doi.org/. Journal of Marketing, 62(3), 42..

ITBCareerCenter, 2016. Tracer Study ITB 2016 Program Studi Manajemen, Bandung: Lembaga Kemahasiswaan ITB.

Jaworski, B. J. & Kohli, A. K., 1993. Market Orientation: The Construct, Research Propositions, and Managerial Implications. Journal of Marketing Vol. 54 (April 1990), pp. 1-18.

Kemenristekdikti, 2015. Laporan Kinerja Kementerian Riset, Teknologi, dan Pendidikan Tinggi, Jakarta:: Kemenristekdikti.

Umar, H., 2005. Riset Sumber Daya Manusia, Edisi Revisi. Jakarta. : PT. Gramedia Pustaka Utama.

Uncles, M., 2000. “Market Orientation. Australian Journal of Management. Vol.25,No.2..

Weber, C., Current, J. & Benton, W., 1991. Vendor selection criteria and methods. European Journal of Operational Research, Vol. 50 No. 1, pp. pp. 2-18..

Zakic, N. J. A. & Stamatovic, M., 2008. External and Internal Factors Affecting the Product and Business Process innovation. Economics and Organization, 5, 1, pp. 17-29.

Full Text: PDF