PENGARUH KUALITAS PELAYANAN DAN HARGA TERHADAP KEPUASAN PELANGGAN MASKAPAI GARUDA INDONESIA TERMINAL 3 RUTE CGK-JOG DI BANDAR UDARA INTERNASIONAL SOEKARNO-HATTA

Abstract

In the current era of globalization, industrial development is very rapid, where the main focus
is customer satisfaction. One of the industries that is growing rapidly and has very tight competition is in the field of transportation, especially air transportation. Price is the sum of all
the values given by customers to benefit from owning or using a product or service. The purpose
of this study was to find out whether Service Quality and Price affected the Satisfaction of Garuda
Indonesia Airlines Terminal 3 Customers on the CGK-JOG Route at Soekarno-Hatta
International Airport.
This research is a quantitative study using primary and secondary data. The method of
collecting data uses a questionnaire distributed to passengers of Garuda Indonesia airlines.
Sampling using Random Sampling technique that uses samples from the population randomly
carried out regardless of the strata that exist in that population. Primary data is processed using
SPSS 20 to determine the characteristics of respondents, test data instruments and multiple linear
regression tests to determine the effect of service quality and price on customer satisfaction.
The results of the processing of the data obtained that the Customer Satisfaction and Price
variables have a significant effect on Customer Satisfaction, indicated by the value of Fcount
85.088 greater than Ftable 3.15 and the sig value. 0,000 is smaller than 0.05. Effect of Service
Quality and Price on Customer Satisfaction by 73.3%. This is indicated by the number R2 (R
Square) of 0.733 or 73.3%, while the remaining 26.7% is influenced by other variables not
examined.

Keyword: Service quality, Price, Customer satisfication.