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

Abstrak

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