Analisis pengaruh ekspektasi penumpang terhadap perceived service quality bandar udara : studi kasus Bandar Udara Soekarno Hatta

Deskripsi

The focus of this study is to analyze the ability of Soekarno Hatta airport in fulfilling passenger?s expectations based on a conceptual model of airport service quality expectations. This research is qualitative descriptive interpretive. The result of this study shows that there is a gap between passenger?s expectations and their perception towards airport?s service. There?s a positive and significant influence of servicescape and service personnel to the airport?s service quality perception. Even though service has a positive influence, this factor is not significantly influence to the airport?s service quality perception. The researcher suggests that Soekarno Hatta have to know and understand more about it?s customer?s expectation. Soekarno Hatta also have to increase the quality of it?s service, focusing on servicescape and service personnel.Ada tabel