PENGARUH KUALITAS PELAYANAN PETUGAS TERHADAP KEPUASAN PELANGGAN PADA BANDARA INTERNASIONAL SISINGAMANGARAJA XII SILANGIT

Abstract

The purpose of this study was to analyze the effect of the service quality of officers on customer satisfaction at Silangit International Airport Sisingamangaraja XII. This study uses a quantitative approach by distributing questionnaires. The sample that became the respondents in this study were 100 passengers at Silangit International Airport Sisingamangaraja XII. The analytical technique used is descriptive analysis and multiple regression analysis using SPSS 20.0

The results of the research and discussion can be obtained that there is a positive correlation between the Quality of Service Officers and Customer Satisfaction at International Airport Sisingamangaraja XII, this is evidenced by the results of the correlation calculation with a value of 0.772 categorized in the strong category. The value of R Square is 0.596 or 59.6% which indicates that the Effect of Service Quality Officer (X) on Customer Satisfaction at Silangit International Airport Sisingamangaraja XII is 59.6% and the remaining 40.4% is influenced by other factors. The result of the regression value is Y = 6.586 + 0.694X, which means that if the value of Service Quality of Officers increases by 1, then Customer Satisfaction increases by 0.694. The value of tcount in this study is 12,017 compared to t table of 1,980, so tcount> ttable. This research hypothesis is accepted because it is proven that the Service Quality of Officers has a positive and significant effect on Customer Satisfaction.