PENGARUH WUJUD FISIK FASILITAS INFORMASI VISUAL (SIGNAGE) TERHADAP KEPUASAN PENUMPANG DI TERMINAL 1 BANDARA INTERNASIONAL JUANDA SURABAYA

ABSTRAK
PENGARUH WUJUD FISIK FASILITAS INFORMASI VISUAL (SIGNAGE) TERHADAP KEPUASAN PENUMPANG DI TERMINAL 1 BANDARA INTERNASIONAL JUANDA SURABAYA

Oleh LUTHFIKAR ABDUL LATHIEF
NIT. 30623035

Penelitian ini bertujuan untuk menganalisis pengaruh wujud fisik fasilitas informasi visual (signage) terhadap kepuasan penumpang di area keberangkatan Terminal 1 Bandara Internasional Juanda Surabaya. Penelitian kuantitatif asosiatif kausal ini mengumpulkan data primer melalui kuesioner dari 100 responden menggunakan teknik simple random sampling. Analisis data dilakukan dengan regresi linier sederhana berbantuan SPSS, setelah memenuhi uji instrumen (validitas dan reliabilitas) serta uji prasyarat. Hasil penelitian menunjukkan nilai koefisien determinasi (R Square) sebesar 0,920, yang berarti wujud fisik signage berkontribusi sebesar 92% terhadap kepuasan penumpang. Uji hipotesis (Uji t) menghasilkan nilai t-hitung 33,615 > t-tabel 1,661 dengan signifikansi < 0,001, dan uji korelasi Pearson sebesar 0,959 (sangat kuat). Kesimpulannya, terdapat pengaruh yang positif dan signifikan antara wujud fisik fasilitas signage terhadap kepuasan penumpang. Semakin baik dan jelas kualitas wujud fisik signage yang disediakan, maka tingkat kepuasan penumpang di area keberangkatan akan semakin meningkat.

Kata Kunci: Wujud Fisik, Signage, Kepuasan Penumpang, Bandara Internasional Juanda.
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ABSTRACT
THE INFLUENCE OF THE PHYSICAL APPEARANCE OF VISUAL INFORMATION FACILITIES (SIGNAGE) ON PASSENGER SATISFACTION AT TERMINAL 1, JUANDA INTERNATIONAL AIRPORT, SURABAYA
By:
LUTHFIKATR ABDUL LATHIEF NIT. 30623035

This study aims to analyze the effect of the physical appearance of visual information facilities (signage) on passenger satisfaction in the departure area of Terminal 1, Juanda International Airport, Surabaya. This quantitative causal-associative research collected primary data through questionnaires from 100 respondents using a simple random sampling technique. Data analysis was performed using simple linear regression with SPSS, after fulfilling instrument tests (validity and reliability) and prerequisite tests. The results showed a coefficient of determination (R Square) of 0.920, meaning the physical appearance of the signage contributes 92% to passenger satisfaction. The hypothesis test (t-test) produced a t-value of 33.615 > t-table 1.661 with a significance of < 0.001, and a Pearson correlation of 0.959 (very strong). In conclusion, there is a positive and significant influence between the physical appearance of signage facilities and passenger satisfaction. The better and clearer the physical quality of the signage provided, the higher the passenger satisfaction level in the departure area.
Keywords: Physical Appearance, Signage, Passenger Satisfaction, Juanda International Airport.