Service Quality Model towards Passenger Satisfaction at Sultan Hasanuddin Makassar International Airport

Abstract

The introduction of practical subjects of employment includes the development of vocational competencies, personality competencies, social competencies, soft skills, work skills, technical skills, vocational careers, payroll systems, work systems, work safety, labor regulations and legislation and so on. Based on this, a research study aims to determine 1) The effect of check in counter facilities on passenger satisfaction at Sultan Hasanuddin Makassar international airport. 2) The effect of AVSEC facilities on passenger satisfaction at Sultan Hasanuddin Makassar international airport. 3) The effect of flight safety facilities on passenger satisfaction at Sultan Hasanuddin Makassar international airport. 4) The effect of supporting facilities on passenger satisfaction at Sultan Hasanuddin Makassar international airport. 5) The effect of baggage facilities on passenger satisfaction at Sultan Hasanuddin Makassar international airport. 6) The effect of facilities (check in counter, AVSEC, flight safety, support, and baggage) on passenger satisfaction at Sultan Hasanuddin Makassar international airport. The research method used is a type of survey research with a strong approach. The test results show that F observed is greater than F table. Therefore, the research hypothesis is accepted. The quality-of-service model, after conducting multiple linear regression analysis, is further analyzed to determine the magnitude of the influence through partial determination coefficient analysis. The significance of the influence can be seen from the results of the F-test with a confidence level of 95% or a = 0.05%. Passenger satisfaction, if there are no independent variables (X1 to X5 = 0), then passenger satisfaction is only a certain value, while if each respondent's answer increases by 1 point for the independent variable answers (X1 to X5 = result increases), it is estimated that the tendency of passenger satisfaction will increase.