Service Quality Mediation : The Quality of Service Facility Design And Utilization of Digital Technology on Passenger Satisfaction

Aulia Madani Sianipar, Surika Rafbi, Rahmawati Rahmawati, Muhammad Irfan Nasution

Abstract


This study aims to determine the impact of the variable The quality of service facility design and utilization of digital technology against passenger satisfaction with service quality an intervening in Kualanamu International Airport, Medan. Research data were analyzed using the SEM-PLS method and it can be almost 30 samples of Kualanamu International Airport passengers. Data were collected in this research with a questionnaire to all respondents using the accidental sampling technique. Data processing using the SEM approach PLS basis with Smart-PLS 3.0. device. The data result analysis indicated that the quality design of facility and utilization of digital technology had positive points and is significant against passenger satisfaction. And utilization of digital technology had positive points and is significant against service quality.



Keywords


The Quality Design of Facility, Utilization of Digital Technology, Service Quality, Passenger Satisfaction.

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References


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DOI: https://doi.org/10.30596/miceb.v1i0.284

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