Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Jasa Penerbangan Batik Air Pada PT. Lion Group di Bandara Sultan Syarif Khasim II Pekanbaru

Jeli Nata Liyas
2018 EQUILIBRIUM: Jurnal Ilmiah Ekonomi dan Pembelajarannya  
This study aims to determine the effect of service quality on customer satisfaction at<br />Sultan Syarif Khasim II Airport Pekanbaru. Using a sample of 100 people. In this study the<br />authors use descriptive and quantitative research methods using SPSS method.From the<br />result of research, the value of titung variable of service quality is 20,764 and t value is table<br />1,660, so t &gt; t (20,764 &gt; 1,660) and significant value 0,000 &lt; 0,05, so it can be count table<br />concluded
more » ... that service quality variable positively and significant customer satisfaction. The<br />value of R square = 0,815 means 81,5% influence of independent variable (Service Quality)<br />to dependent variable (Customer Satisfaction) equal to 81,5% and while remaining 18,5%<br />influenced by other variable not examined.Finally from this study can be concluded that<br />customer satisfaction has a positive and significant impact on customer satisfaction, so it is<br />advisable to Air Batik airline to be able to maintain and continue to improve the quality of<br />service.
doi:10.25273/equilibrium.v6i2.2927 fatcat:xjrbj3kwirh5hozrhjjt6ragza