FAKTOR YANG BERPENGARUH TERHADAP KEPUASAN PELANGAN BANDARA INTERNASIONAL SULTAN AJI MUHAMMAD SULAIMAN SEPINGGAN BALIKPAPAN

Abstract

The achieved purposes in this research is to analyze and clarify variables of convenience information; comfort; trust and
security as well as airport’s facilities effect oncustomers’satisfaction. Quantitative method that based itself on
quantitative test with instrument statistical aid by SPSS version 3 was used in this research. The results of research
indicated that (1) R2 was 78%, all independent variables such as convenience, comfort, trust, security and airport’s
facilities had a significant effect on customers’ satisfaction, and the remaining was 22% influenced by other variables
outside this research model, (2) both simultaneous and partial test indicated that all independent variables had a
significant effect on users’ satisfaction, except comfort variable didn’t affect on users’ satisfaction. Conclusions, cause of
all variables such as convenience information; comfort; trust; security and airport’s facilities had a significant effect on
users’ satisfaction that’s mean that data used in this research was valid, reliable and appropriate. Keywords: Some factors,
affect the users’ satisfaction.