Gambaran Kepuasan Penumpang Terhadap Kualitas Pelayanan Maskapai Penerbangan Air Asia

Natalia, Anggriana (2010) Gambaran Kepuasan Penumpang Terhadap Kualitas Pelayanan Maskapai Penerbangan Air Asia. Skripsi thesis, Universitas Tarumanagara.

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Abstract

The aim of this study is to measure passengers satisfaction towards the quality of services offered by Air Asia Airlines in Soekarno Hatta International Airport. A passenger satisfaction is a respond or emotional feedback that is created based on his/her experienced after consuming a particular services. Data is collected from 450 passengers of Air Asia Airlines and analyzed with SPSS program 12.00 version. The result of this research shows that value of average actual passengers satisfaction is 4,0516, with scale 1-5, while for the expectations passengers satisfaction has an average is 4,0981, with scale 1-5. The Different between passengers expectations and the actual satisfaction is a little different. It’s mean that subject research of passengers has satisfied with a service quality Air Asia Airlines.

Item Type: Thesis (Skripsi)
Uncontrolled Keywords: satisfaction, service quality, and passengers of Air Asia
Subjects: Skripsi/Tugas Akhir
Skripsi/Tugas Akhir > Fakultas Psikologi
Divisions: Fakultas Psikologi > Psikologi
Depositing User: PSI PSIKOLOGI ADMIN
Date Deposited: 21 Feb 2019 03:30
Last Modified: 21 Feb 2019 03:30
URI: http://repository.untar.ac.id/id/eprint/11126

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