ANALYSIS OF EFFECT OF QUALITY OF SERVICE ON CUSTOMER SATISFACTION ON FLIGHT OPERATION PT LION AIR IN TERMINAL I AIRPORT SOEKARNO HATTA

摘要

The purpose of this research is to know the influence of service quality (tangible, reliability, responsiveness, assurance, and emphaty) partially or simultaneously to customer satisfaction level and to know more dominant influence from tangible, reliability, responsiveness, assurance, and empathy) to the level of customer satisfaction on PT.Lion Air flight operation in Terminal I of Soekarno Hatta Airport. In this study how the influence of service quality (service quality) seen from five dimensions: tangible, reliability, responsiveness, assurance, and empathy to the satisfaction of airline service customers PT. Lion Air. While the hypothesis of this study is the quality of service has a significant influence on customer satisfaction of airline services PT.Lion Air. The results showed that service quality seen from five dimensions: tangible, reliability, responsiveness, assurance, and emphaty simultaneously and partially significant effect on customer satisfaction of PT.Lion Air flight service. Variables that have significant influence is assurance, as well as the most dominant effect on customer satisfaction.