PENGARUH PELAYANAN PETUGAS CHECK-IN COUNTER TERHADAP KEPUASAN PENUMPANG PADA JAM SIBUK DI BANDAR UDARA INTERNASIONAL JENDERAL AHMAD YANI SEMARANG

Abstract

This research was written to find out how the influence of check-in counter staff service on passenger satisfaction during rush hour at Jenderal Ahmad Yani International Airport, Semarang. The problem to be examined in this study is that during peak hours at the General Ahmad Yani International Airport there are often long queues passengers. Through these long queues it seems as if the service provided by the check-in counter officers is decreasing. This study uses a statistic quantitative method with the population used is passengers who use the check-in counter facility during busy times from 2 January 2023 to 9 January 2023 with a total population of 300 people. In this study, the sample as a data source was taken using a non-probability sampling technique, with a category determination (purposive sampling) of 50 people. The data obtained will be processed using the IBM SPSS version 25 application to find research results. After processing the research data so that it gets the result that, there is an influence of check-in counter officer service on passenger satisfaction. Through hypothesis testing which produces a T-count value of 7.971 which is greater than the T-table value of 2.010, which means H0 is rejected. Based on the results of the R square value or the coefficient of determination of 57%, which means the ability to influence the check-in counter service on passenger satisfaction is 57%. Based on the results of the R square value or the value of the coefficient of determination of 57%, which means that the ability to influence the check-in counter service on passenger satisfaction is 57%. In the check-in counter service, there are factors that contribute to passenger dissatisfaction, namely responsiveness and tangibles. Therefore, it is suggested that the airline provide training for the check-in counter service agents, particularly in the areas of responsiveness and tangibles.