Membangun Kepercayaan Pelanggan Melalui Kepuasan Pelanggan Dengan Kontribusi Kualitas Layanan Dan Fasilitas (Studi Pada Bandar Udara Internasional Banyuwangi)

Firda Amalia Kusumayanti, Sandriana Marina, Edhie Budi Setiawan, Prasadja Ricardianto, Indra Setiawan

Abstract


Penelitian ini dilakukan dengan tujuan untuk meningkatkan kepercayaan pelanggan melalui kepuasan pelanggan dan memberikan kontribusi terhadap peningkatan kualitas pelayanan bandara dan fasilitas bandara di Bandara Internasional Banyuwangi. Kualitas pelayanan berpengaruh terhadap kepuasan pelanggan dan kepercayaan penumpang, dan fasilitas bandar udara berdampak terhadap kepuasan dan kepercayaan pelanggan penumpang, sehingga kualitas pelayanan sangat dihargai dalam bidang pelayanan. Tujuan penelitian ini adalah menganalisis pengaruh kualitas pelayanan dan fasilitas bandara terhadap kepercayaan pelanggan melalui kepuasan pelanggan. Penelitian ini adalah dengan menyebarkan kuesioner kepada 252 responden dengan menggunakan teknik non-probabilitas dan random sampling serta pendekatan metode asosiatif. Penelitian adalah metode kuantitatif dan populasi yang digunakan adalah seluruh penumpang Bandara Internasional Banyuwangi dan peneliti ini melakukan SEM-PLS (Structural Equation Modeling – Partial Least Squares) dengan menggunakan aplikasi SmartPLS 4.1.0. Hasil penelitian masing masing variabel diperoleh tingkat kesesuaian atau memiliki nialai yang positif antara variabel kepercayaan pelanggan melalui kepuasan pelanggan terhadap kualitas pelayanan dan fasilitas di Bandara Internasional Banyuwangi.

Kata Kunci : Kualitas Layanan, Fasilitas, Kepuasan pelanggan, Kepercayaan Pelanggan, Bandar Udara Internasional Banyuwangi.

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DOI: https://doi.org/10.37531/sejaman.v7i1.7355

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