PENGARUH FASILITAS DAN PERAWATAN AVIOBRIDGE TERHADAP KUALITAS PELAYANAN PENUMPANG DI BANDAR UDARA INTERNASIONAL I GUSTI NGURAH RAI

ABSTRAK

Aviobridge merupakan fasilitas penghubung antara terminal bandar udara dengan pesawat udara yang berperan penting dalam mendukung kualitas pelayanan penumpang. Penelitian ini bertujuan untuk mengetahui pengaruh fasilitas aviobridge dan perawatan aviobridge terhadap kualitas pelayanan penumpang di Bandar Udara Internasional I Gusti Ngurah Rai secara parsial maupun simultan.
Metode penelitian menggunakan kuantitatif kausatif dengan teknik pengumpulan data melalui kuesioner. Sampel penelitian terdiri dari seluruh operator aviobridge menggunakan teknik sampling jenuh dan penumpang domestik menggunakan teknik simple random sampling dengan rumus Slovin. Analisis data dilakukan menggunakan program SPSS.
Hasil penelitian menunjukkan bahwa secara parsial fasilitas aviobridge tidak berpengaruh signifikan terhadap kualitas pelayanan penumpang, sedangkan perawatan aviobridge berpengaruh signifikan terhadap kualitas pelayanan penumpang. Secara simultan, kedua variabel tidak berpengaruh signifikan terhadap kualitas pelayanan penumpang, dengan kontribusi pengaruh yang relatif kecil sehingga masih terdapat faktor-faktor lain di luar penelitian ini yang turut mempengaruhi kualitas pelayanan penumpang di Bandar Udara Internasional I Gusti Ngurah Rai.

Kata Kunci: Fasilitas Aviobridge, Perawatan Aviobridge, Kualitas Pelayanan Penumpang.
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ABSTRACT

Aviobridge is a connecting facility between the airport terminal and the aircraft that plays an important role in supporting the quality of passenger services. This study aims to determine the effect of aviobridge facilities and aviobridge maintenance on passenger service quality at I Gusti Ngurah Rai International Airport, both partially and simultaneously.
This study employed a causative quantitative method with data collected through questionnaires. The sample consisted of all aviobridge operators using a saturated sampling technique and domestic passengers using simple random sampling with the Slovin formula. Data analysis was performed using SPSS software.
The results indicate that partially, aviobridge facilities have no significant effect on passenger service quality, whereas aviobridge maintenance has a significant effect on passenger service quality. Simultaneously, both variables have no significant effect on passenger service quality, with a relatively small contribution, indicating that there are other factors outside this study that also influence passenger service quality at I Gusti Ngurah Rai International Airport.

Keywords: Aviobridge Facilities, Aviobridge Maintenance, Passenger Service Quality.