THE INFLUENCE OF SERVICE QUALITY AND SERVICESCAPE TOWARD PASSENGER SATISFACTION IN SOEKARNO HATTA INTERNATIONAL AIRPORT

Abstract

The study examined between the Service Quality dimension (Tangible, Reliability, Responsiveness, Assurance, and Empathy) and physical environment of SERVICESCAPE toward passenger satisfaction in Soekarno Hatta International Airport. The aims of this study is to know how the relation between the dimensions of Service Quality and SERVICESCAPE in Soekarno Hatta International Airport and also whether the dimension of Service Quality and SERVICESCAPE in a partial has influence significantly to the satisfaction of passenger. This research applies quantitative method, by using multi regression as an instrument in this study. The results of this research are: a) there is a significant partial between SERVICESCAPE towards passenger satisfaction in Soekarno-Hatta International Airport, b) there is a significant partial between empathy toward passenger satisfaction, c) there is a significant simultaneously between SERVQUAL dimension and SERVICESCAPE toward Passenger Satisfaction.