残疾服务质量对乘客满意度的影响

Yana Pratiwi
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引用次数: 0

摘要

机场必须提供舒适和安全的飞行设施和服务,提供可靠的设施和服务,特别是有残疾的人,提供容易理解、容易遵循和容易执行的服务。特殊乘客包括不到12岁、高龄、孕妇、病人、残疾儿童。本研究旨在探讨残疾服务质量对索罗机场乘客满意度的影响。本研究采用定量方法通过问卷的部署采用数据收集技术。这项研究的受访者是梭马内机场残疾的乘客。研究结果数据测试使用统计测试使用IBM SPSS 23应用的计算结果。研究结果表明,可变X1 Tangibles(1661)、X2 Emphaty (s -832)、X3安全保险(1193)和X5个可靠性(943)对Y变量(乘客满意度)没有显著影响,而t表1663的比例。X4响应式(2340)> t表1663,这对Adi Soemarmo Solo机场的Y变量(乘客满意度)有重大影响。关键词:服务质量,残疾,乘客满意度,统计测试,Adi Soemarmo机场。被要求提供航班安全和安全,有舒适的设施和服务,特别是那些通过提供提供容易理解、容易坚持和容易实现的服务而遭受损失的个人。特殊儿童的乘客需要的儿童比12年的老人、老人、孕妇、病人、残疾人还要少。这项研究旨在确定在Adi Soemarmo单独机场的不满意乘客的服务质量。通过提问,研究数据收集技术的量化方法。这次研究的目击者是梭马机场疑难杂症的乘客。测试数据研究采用IBM SPSS 23应用程序计算的数据测试。研究的结果表明,变量X1 Tangibles(1661)、X2 Empathy(-832)、X3个保证(193)和X5种宗教信仰(943)在变量中没有有效的影响,有1663个t台对等。变量X4反应(2340)> t桌1663个在Adi Soemarmo Solo机场对Y满意的乘客有很大的影响。主题:服务质量,不满意,满意乘客,统计测试,Adi Soemarmo机场。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
PENGARUH KUALITAS PELAYANAN PENYANDANG DISABILITAS TERHADAP KEPUASAN PENUMPANG DI BANDAR UDARA ADI SOEMARMO SOLO
Abstrak   Bandar udara dituntut untuk memberikan kenyamanan dan keselamatan penerbangan, dengan fasilitas dan pelayanan yang handal khususnya penyandang disabilitas dengan memberikan pelayanan yang mudah dimengerti, mudah diikuti dan mudah dilaksanakan. Penumpang berkebutuhan khusus mencakup anak-anak kurang dari 12 tahun, berusia lanjut, perempuan hamil, sakit, penyandang disabilitas. Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan penyandang disabilitas terhadap kepuasan penumpang di Bandar Udara Adi Soemarmo Solo. Penelitian ini menggunakan metode kuantitatif dengan teknik pengumpulan data melalui penyebaran kuesioner. Responden penelitian ini adalah penumpang disabilitas di Bandar Udara Adi Soemarmo Solo. Pengujian data hasil penelitian diuji menggunakan uji statistic menggunakan perhitungan aplikasi IBM SPSS 23. Hasil dari penelitian menunjukkan bahwavariable X1 Tangibles (1.661), X2 Emphaty (-832), X3 Assurance (1.193), dan X5 Reliability (943) tidak ada pengaruh yang signifikan terhadap variabel Y (kepuasan penumpang) dengan perbandingan t tabel 1.663. Dan variabel X4 Responsiveness (2.340) > t tabel 1.663 bahwa ada pengaruh yang signifikan terhadap variabel Y (kepuasan penumpang) di Bandar Udara Adi Soemarmo Solo. Kata Kunci: Kualitas pelayanan, Disabilitas, Kepuasan Penumpang, Uji Statistik (Uji T), Bandar Udara Adi Soemarmo. Abstract   Airports are required to provide flight comfort and safety, with reliable facilities and services, especially for persons with disabilities by providing services that are easy to understand, easy to follow and easy to implement. Passengers with special needs include children less than 12 years old, elderly, pregnant women, sick, persons with disabilities. This study aims to determine the effect of service quality for persons with disabilities on passenger satisfaction at the Adi Soemarmo Solo Airport. This study uses quantitative methods with data collection techniques through questionnaires. The respondents of this study were passengers with disabilities at Adi Soemarmo Airport, Solo. Testing the research data was tested using statistical tests using IBM SPSS 23 application calculations. The results of the study indicate that the variables X1 Tangibles (1.661), X2 Empathy (-832), X3 Assurance (1.193), and X5 Reliability (943) have no significant effect on variable Y (passenger satisfaction) with a t-table comparison of 1.663. And the variable X4 Responsiveness (2.340) > t table 1.663 that there is a significant effect on the Y variable (passenger satisfaction) at Adi Soemarmo Airport Solo.   Keywords: Service Quality, Disabilities, Passenger Satisfaction, Statistical Test (T Test), Adi Soemarmo Airport.    
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