Proceedings of the Conference on Global Research on Sustainable Transport (GROST 2017)

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ANALYSIS OF EFFECT OF QUALITY OF SERVICE ON CUSTOMER SATISFACTION ON FLIGHT OPERATION PT LION AIR IN TERMINAL I AIRPORT SOEKARNO HATTA

Authors
Abi Prasidi, Agus Yuliyanto
Corresponding Author
Abi Prasidi
Available Online November 2017.
DOI
10.2991/grost-17.2018.17How to use a DOI?
Keywords
Tangible, Reliability, Responsiveness, Assurance, Emphaty and Customer Satisfaction
Abstract

The purpose of this research is to know the influence of service quality (tangible, reliability, respo nsiveness, assurance, and emphaty) partially or simultaneously to customer satisfaction level and to know more dominant influence from tangible, reliability, responsiveness, assurance, and empathy) to the level of customer satisfaction on PT.Lion Air flight operation in Terminal I of Soekarno Hatta Airport. In this study how the influence of service quality (service quality) seen from five dimensions: tangible, reliability, responsiveness, assurance, and empathy to the satisfaction of airline service customers PT. Lion Air. While the hypothesis of this study is the quality of service has a significant influence on customer satisfaction of airline services PT.Lion Air. The results showed that service quality seen from five dimensions: tangible, reliability, responsiveness, assurance, and emphaty simultaneously and partially significant effect on customer satisfaction of PT.Lion Air flight service. Variables that have significant influence is assurance, as well as the most dominant effect on customer satisfaction

Copyright
© 2018, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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Volume Title
Proceedings of the Conference on Global Research on Sustainable Transport (GROST 2017)
Series
Advances in Engineering Research
Publication Date
November 2017
ISBN
978-94-6252-449-1
ISSN
2352-5401
DOI
10.2991/grost-17.2018.17How to use a DOI?
Copyright
© 2018, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

Cite this article

risenwbib
TY  - CONF
AU  - Abi Prasidi
AU  - Agus Yuliyanto
PY  - 2017/11
DA  - 2017/11
TI  - ANALYSIS OF EFFECT OF QUALITY OF SERVICE ON CUSTOMER SATISFACTION ON FLIGHT OPERATION PT LION AIR IN TERMINAL I AIRPORT SOEKARNO HATTA
BT  - Proceedings of the Conference on Global Research on Sustainable Transport (GROST 2017)
PB  - Atlantis Press
SP  - 186
EP  - 193
SN  - 2352-5401
UR  - https://doi.org/10.2991/grost-17.2018.17
DO  - 10.2991/grost-17.2018.17
ID  - Prasidi2017/11
ER  -