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Analisis Kualitas Pelayanan Terhadap Kepuasan Penumpang di Bandar Udara
Abstract
ABSTRACT
This article aims to examine and synthesize literature studies related to service quality and passenger satisfaction and to look at the results of research on the variables to be studied and whether there is an influence between one variable and another. This study uses a literature review by looking for references related to related variables sourced from library research methods, online media, Google Scholar and Mendeley. This study provides an overview of several articles obtained by describing the influence between variables. The results of this study are: service quality affects airport passenger satisfaction. The study of passenger satisfaction in the summary of this literature article explicitly focuses on supporting variables that can improve service quality. A scientific article that aims to build a research hypothesis about the influence of variables to be used in further research and it is found that significantly passenger satisfaction can be created if the quality of service at the airport is optimal.
Keywords : Service Quality; Passenger Satisfaction; Airport
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DOI: https://doi.org/10.52186/aviasi.v19i2.113
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