Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Jasa Penerbangan Batik Air Pada PT. Lion Group di Bandara Sultan Syarif Khasim II Pekanbaru

Abstract

This study aims to determine the effect of service quality on customer satisfaction at
Sultan Syarif Khasim II Airport Pekanbaru. Using a sample of 100 people. In this study the
authors use descriptive and quantitative research methods using SPSS method.From the
result of research, the value of titung variable of service quality is 20,764 and t value is table
1,660, so t > t (20,764 > 1,660) and significant value 0,000 < 0,05, so it can be count table
concluded that service quality variable positively and significant customer satisfaction. The
value of R square = 0,815 means 81,5% influence of independent variable (Service Quality)
to dependent variable (Customer Satisfaction) equal to 81,5% and while remaining 18,5%
influenced by other variable not examined.Finally from this study can be concluded that
customer satisfaction has a positive and significant impact on customer satisfaction, so it is
advisable to Air Batik airline to be able to maintain and continue to improve the quality of
service.