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THE EFFECT OF PPKM POLICY AND SERVICE QUALITY ON PASSENGER SATISFACTION OF BATIK AIR IN THE COVID-19 PANDEMIC 2021
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This study aimed to analyze the effect of PPKM policy and service quality
of the satisfaction of Batik Air passengers. This study used a quantitative descriptive
method, and data were obtained from questionnaires distributed to respondents,
namely Batik Air passengers who used airline services during the PPKM period. The
data source used primary and secondary data. The data collection technique was
online questionnaires distributed by social media, and secondary data was literature
studies of journals, books and other sources. The research population was all Batik
Air airline passengers who used services during PPKM with a sample of 96
respondents. The sampling technique used non-probability sampling, the type of
sampling was convenient sampling, which was to determine the selected sample
based on certain criteria, namely Batik Air passengers who used airline services
during the PPKM period. The data analysis technique used SPSS version 26 to find
the effect of the independent variable (PPKM policy and service quality) on the
dependent variable (passenger satisfaction). The study results prove that the effect
of PPKM Policy and Service Quality on Passenger Satisfaction is 30.9%, and the
remaining is 69.1%. Further, there is a partial effect between PPKM policy variables
on passenger satisfaction of Batik Air. Hypothesis testing has also proven that there
is an effect between service qualities on passenger satisfaction. The study was
conducted from June – July 2021.
Olifia Hizriah Hidayat - Personal Name
Rewi Arzela Erson - Personal Name
Lis Lesmini - Personal Name
Indriyati - Personal Name
Rewi Arzela Erson - Personal Name
Lis Lesmini - Personal Name
Indriyati - Personal Name
2622-5778
NONE
electronic file
English
ITL Trisakti
2021
Jakarta
GROSTLOG 2021
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