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Analisis Kualitas Pelayanan Terhadap Kepuasan Penumpang di Bandar Udara
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This article aims to examine and synthesize literature studies related to service quality and
passenger satisfaction and to look at the results of research on the variables to be studied
and whether there is an influence between one variable and another. This study uses a
literature review by looking for references related to related variables sourced from library
research methods, online media, Google Scholar and Mendeley. This study provides an
overview of several articles obtained by describing the influence between variables. The
results of this study are: service quality affects airport passenger satisfaction. The study of
passenger satisfaction in the summary of this literature article explicitly focuses on
supporting variables that can improve service quality. A scientific article that aims to build
a research hypothesis about the influence of variables to be used in further research and it
is found that significantly passenger satisfaction can be created if the quality of service at
the airport is optimal.
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electronic file
2022
Aviasi : Jurnal Ilmiah Kedirgantaraan
Volume 19 Number 2 (2022)
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