Analisis Kualitas Pelayanan Parkir Terhadap Tingkat Kepuasan Pengendara Kendaraan Bermotor di Bandara Sultan Thaha Syaifuddin Jambi

Azizah, Azizah (2021) Analisis Kualitas Pelayanan Parkir Terhadap Tingkat Kepuasan Pengendara Kendaraan Bermotor di Bandara Sultan Thaha Syaifuddin Jambi. S1 thesis, Hukum.

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Abstract

ABSTRACT This study aims to determine the influence of service quality (tangible, reliability, responsiveness, performance, emphaty, and parking rates) on the level of motor vehicle satisfaction and to know the efforts made by the manager of Sultan Thaha Syaifuddin Jambi Airport in improving the quality of parking services. The sample in this study was airport parking consumers who numbered 100 respondents using incidental sampling techniques. The data sources in this study are primary and secondary data. The method of data collection uses the dissemination of closed questionnaires with likert scale, structured interviews, observations and documentation. Based on the analysis of statistical data, the indicators in this study are valid and the variables are reliable. In classic assumption testing, the regression model is free of multicolinearity, does not occur heteroskedastisitas, and is normally distributed. The results showed that variables that had a significant effect on rider satisfaction were performance with a significant value of 0.002, and emphaty with a significant value of 0.013. Then, variables that have no influence on rider satisfaction are tangible with a significant value of 0.156, reliability with a significant value of 0.914, responsiveness with a significant value of 0.095 and parking rates with a significant value of 0.167. Multiple linear regression results simultaneously positively and significantly affect rider satisfaction with a significant value of 0.000. The efforts made by the manager of Sultan Thaha Syaifuddin Jambi Airport in improving the quality of parking services are: 1) Tidying wild plants on parking barriers, 2) Expanding parking lots in preparation for the International Airport, 3) Replacing opaque or faded signs, 3) Putting CCTV in the area that can be monitored throughout, 5) Ensuring parking officers work in accordance with the Service Level Agreement (SLA) and Standard Operating Procedure (SOP) and 6) Always provide (stand by) change money. Through the calculation of Costumer Satisfaction Index (CSI), csi value was obtained by 63.2% which indicates that the rider satisfaction index on the criteria is "quite satisfied". Keywords: Quality of Service, Customer Satisfaction, CSI.

Type:	Thesis (S1)
Subjects:	L Education > L Education (General)
Depositing User:	AZIZAH
Date Deposited:	27 Jul 2021 07:45
Last Modified:	27 Jul 2021 07:45
URI:	https://repository.unja.ac.id/id/eprint/24768

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