Penerapan Protokol Kesehatan dan Kualitas Pelayanan terhadap Kepuasan Penumpang di Bandara Internasional Soekarno Hatta

Sarinah Sihombing, Aulia Nirmala, Meikol Benned, Chaidir Tasran, Cecep Budiman

Abstract


PT. Angkasa Pura II is one of the state-owned enterprises assigned and trusted to manage the airport. Soekarno Hatta International Airport serves domestic and international flights. During the COVID-19 pandemic, health protocols were implemented so that passengers could feel safe and comfortable from the spread of the corona virus. This study aims to determine how much influence the application of health protocols and service quality have on passenger satisfaction. This study uses a quantitative method using multiple linear regression data analysis method. The results of the study on the implementation of health protocols (X1) to passenger satisfaction (Y) have a value of tcount > ttable, so H0 is rejected and Ha is accepted. So this concludes that the health protocol variable (X1) has a significant effect on the passenger satisfaction variable (Y). While the service quality variable (X2) has a value of tcount > ttable, then H0 is rejected and Ha is accepted. It can be concluded that the service quality variable (X2) has a significant influence on the passenger satisfaction variable.

Keywords


Health Protocol, Service Quality, Passenger Satisfaction

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DOI: https://doi.org/10.52186/aviasi.v19i1.92

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Copyright (c) 2022 Sarinah Sihombing, Aulia Nirmala, Meikol Benned, Chaidir Tasran, Cecep Budiman

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