ANALISIS FAKTOR AIRPORT SERVICE QUALITY DI BANDARA JUANDA SURABAYA TAHUN 2018

  • Sandi Mahendra Manajemen Jejaring Bisnis / Universitas Surabaya
Abstract Views: 12 PDF - FULL TEXT Downloads: 30
Keywords: Service Quality, Servicescape, Airport Service Quality

Abstract

INTISARI Tujuan dari penelitian ini adalah untuk melakukan konfirmasi factorfaktor Airport Service Quality pada penelitian sebelumnya masih relevan digunakan pada saat ini. Objek penelitian adalah bandara Juanda Surabaya. Pengolahan data dilakukan dengan menggunakan bantuan program SPSS 20 for windows. Teknik pengambilan sampel yang digunakan dalam penelitian ini adalah non probability sampling dengan metode purposive sampling. Jumlah sampel yang digunakan di penelitian ini adalah 150 responden. Data di olah menggunakan mean, standar deviasi dan confirmatory factor analysis. Penelitian ini menyatakan bahwa dari 7 dimensi Airport Service Quality yaitu (1)check-in, (2)security, (3)convenience, (4)ambience, (5)basic facilities, (6)mobility, (7)price yang terbagi dalam 26 pernyataan pada penelitian sebelumnya masih relevan digunakan untuk penelitian. Terdapat 3 pernyataan yang tidak digunakan karena tidak memenuhi factor loading. Dari ketujuh dimensi Airport Service Quality, dimensi security dapat digambarkan paling baik dengan nilai eigenvalue sebesar 2,67 dan variance explain 53,45 dinyatakan dalam 5 pernyataan.

Kata Kunci: Service Quality, servicescape, Airport Service Quality.

ABSTRACT This study aimed to confirm the factors of Airport Service Quality on previous research relevant for- used at this time. Object taken is the Juanda Airport on Surabaya. Data processing was performed by using SPSS 20 for windows. The sampling technique used was non-probability sampling with sampling type purposive. The samples used in this study was 150 responden. Data processed using the mean, standard deviation, and Confirmatory Factor Analysis. This study states of 7 dimensions of Airport Service Quality which is (1)check-in, (2)security, (3)convenience, (4)ambience, (5)basic facilities, (6)mobility, (7)price that divided into 26 questions in previous research is still relevant used for research. There are only three statements that are not used because they do not meet the specified loading factor. Out Of the seven dimensions of Airport Service Quality festival, the security dimension can be explained best by eigenvalue of 2.67 and variants explain 53,45% that has 5 items stated in the statement

Key words: Service Quality, Servicescape, Airport Service Quality.

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Published
2019-09-01