The Influence of Service Quality and Servicescape Toward Passenger Satisfaction in Soekarno Hatta International Airport

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

RM. Guntur Yudho Negoro 014201000057

A skripsi presented to the Faculty of Business President University in partial fulfillment of the requirements for Bachelor Degree in Economics Major in Management

February 2014

SKRIPSI ADVISER RECOMMENDATION LETTER

This skripsi entitled “The Influence of Service Quality and Servicescape towards Passenger Satisfaction in Soekarno Hatta International Airport” prepared and submitted by R.M Guntur in partial fulfillment of the requirements for the degree of Bachelor of Science in the Faculty of Business has been reviewed and found to have satisfied the requirements for a skripsi fit to be examined. I therefore recommend this skripsi for Oral Defense.

Cikarang, Indonesia, 10February 2014

Acknowledged by, Recommended by,

Vinsensius Jajat Kristanto SE., MM., MBA. Dra. Genoveva, MM Head, Management Study Program Advisor

PANEL OF EXAMINERS APPROVAL SHEET

The Panel of Examiners declare that the skripsi entitled “The Influence of Service Quality and Servicescape toward Passenger Satisfaction in Soekarno Hatta International Airport” that was submitted by R.M Guntur majoring in Management from the Faculty of Business was assessed and approved to have passed the Oral Examinations on February 10, 2014.

Purwanto. ST., MM Chair-Panel of Examiners

Ir. Erny E. Hutabarat, MBA Examiner I

Dra. Genoveva, MM Examiner II

DECLARATION OF ORIGINALITY

I declare that this skripsi, entitled “The Influence of Service Quality and Servicescape toward Passenger Satisfaction in Soekarno Hatta International Airport” is, to the best of my knowledge and belief, an original piece of work that has not been submitted, either in whole or in part, to another university to obtain a degree.

Cikarang, Indonesia, 10 February 2014.

RM. Guntur Yudho Negoro

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.

Keywords: Service Quality, SERVICESCAPE, Passenger Satisfaction, partial, simultaneously

ACKNOWLEDGEMENT

This skripsi is finally done with loads of support, suggestions, and hard working to make this skripsi possible. First of all, I would like to thank to ALLAH SWT, for his great bless and spirit in my life. Without Him, this life will be empty. Second, thanks to my family; my father and my mother for their love and care, thanks has been fully supported me with the action and suggestion. Thanks to my sister and my little brother, thanks for the some little things that you did in my life also your wishes and care. A deepest gratitude to my advisor Mrs. Filda, for your guidance, assistance also inspiring thought and sorry had disturbed you at over the time. Thanks for my examiners for your revision, the chance for making a better skripsi and to pass all of the test. I am so appreciate it. Thanks to Mr. Anaconda and Mrs. Retno for your sharing the knowledge and moral science. For all lecturers who are taking part of my study, transferring the information, and giving the experience, I truly thank you so much. The last but not least, thanks to all my PU friends for spending time together on the class or even in my college daily life. Thanks to Shintiagi, who help and give me lovely support, and also thanks for your smile, your trust, and you’re your support when I got so much pressure. Thanks to my best friends; Hendra and Sally, thanks for being my friends and everything you did to me, thanks guys it’s really nice to know you all and I will miss some moments that we spent together. Thanks to Ryan, Ruth, Kriss, and Tobias for to be my friends, and also for batch 2010 that I cannot mention it one by one.

TABLE OF CONTENT

COVER PANEL OF EXAMINER DECLARATION OF ORIGINALITY ABSTRACT ACKNOWLEDGEMENT TABLE OF CONTENT……………………………………………………….. i LIST OF TABLES……………………………………………………………… iv LIST OF FIGURES…………………………………………………………….. v

CHAPTER 1 INTRODUCTION 1.1 Background of the study…………………………………………… 1 1.2 Problem identification…………………………………………….. 3 1.3 Problem Statement……………………………………………….. 4 1.4 Research Objectives……………………………………………… 5 1.5 Significance of The Study………………………………………… 6 1.6 Scope and Limitation of the Study………………………………… 7

CHAPTER II LITERATURE REVIEW 2.1 Theoretical Review……………………………………..…………. 8 2.1.1 Service Quality………………………………...………… 8 2.1.2 Dimension of Service……………………………………. 10 2.1.3 Categories of Service……………………………………. 11 2.1.4 SERVQUAL…………………………………………….. 12 2.1.5 SERVICESCAPE…………………….……………...... 15 2.1.5.1 Servicescape Framework……………………….. 16 2.1.6 Customer Satisfaction…………………………...... 17 2.2 Previous Research……………………………..….………………. 18 2.3 Theoretical Framework…………………………..………………. 19 2.4 Hypothesis………………………………………..………………. 20

CHAPTER III RESEARCH METHODOLOGY 3.1 Research Method……………………………….……………….. 22 3.2 Research Instrument…………………………………….……….. 23 3.2.1 Data Collection Tools……………………………………. 23 3.2.1.1 Primary and Secondary Data………………………… 23 3.2.2 Literature Study………………………………………….. 24 3.2.3 Questionnaire…………………………………………….. 24 3.3 Sampling Design……………………….………………………… 25 3.3.1 Size of the Population……………….……….…………… 26 3.4 Reliability and Validity……………………………………….….. 26 3.4.1 Reliability………………………………………………… 27 i

3.4.2 Validity…………………………………………………… 27 3.5 Data Analysis…………………………………………………….. 28 3.5.1 Classic Assumption test………………………………….. 28 3.5.2 Multiple Regression test…………………………………. 30 3.6 Testing the Hypothesis…………………………………………... 30 3.7 Research Framework……………… …………………………… 33

CHAPTER IV ANALYSIS OF DATA AND INTERPRETATION OF RESULTS 4.1 Company Profile………………………………………………… 35 4.1.1 Company History…………………………………………… 35 4.1.2 Vision and Mission………………………………………… 36 4.1.3 Organizational Structure …………………………………… 36 4.1.4 General description about Soekarno Hatta International Airport.. 37 4.2 Pilot Test………………………………………………………… 38 4.2.1 Reliability Test…………………………………………….. 38 4.2.2 Validity Test………………………………………………. 38 4.3 Descriptive Demographic Analysis……………………………. 40 4.3.1 Respondent Profile………………………………………. 41 4.3.1.1 Gender…………………………………………… 41 4.3.1.2 Age……………………………………………..… 42 4.3.1.3 Race/Nationality…………………………………. 43 4.3.1.4 Batch……………………………………………… 44 4.3.1.5 Visiting………………………………………...…. 45 4.3.1.6 Reason Traveling………………………………… 46 4.3.2 Descriptive Analysis of Independent Variables, Dependent Variables……………………………………. 47 4.3.2.1 Descriptive Analysis of Tangible……………….. 47 4.3.2.2 Descriptive Analysis of Reliability……………… 48 4.3.2.3 Descriptive Analysis of Responsiveness………… 49 4.3.2.4 Descriptive Analysis of Assurance………………. 50 4.3.2.5 Descriptive Analysis of Empathy………………… 51 4.3.2.6 Descriptive Analysis of Servicescape…………….. 52 4.3.2.7 Descriptive Analysis of Passenger satisfaction…… 53 4.4 Multiple Regression……………………………………………… 54 4.4.1 Normality Test…………………………………...... 54 4.4.2 Autocorrelation Test…………………………………….. 56 4.4.3 Multicollinearity Test…………………………………….. 56 4.4.4 Heteroscedasticity Test……………………………………. 58 4.4.5 T-test………………………………………………….…… 59 4.4.6 Multiple Regression Equation……………………….……… 60 4.4.7 F-test………………………………………………………… 61 4.5 Interpretation of Result…………………………………………… 62

CHAPTER V CONCLUSION AND RECOMMENDATION 5.1 Conclusion………………………………………………………… 63 5.2 Recommendation...... 65

REFERENCES……………………………………………………………….. 67 Books…………………………………………………………………………. 67 Journals……………………………………………………………………… 67 Thesis……………………………………………………………………….. 68 Internet Source……………………………………………………………….. 68

iii

LIST OF TABLES

Table 3.1 Likert Scale 25 Table 4.1 Reliability Table of Each Variable 38 Table 4.2 Validity Test 39 Table 4.3 Descriptive Demographic of Gender 41 Table 4.4 Descriptive Demographic of Age 42 Table 4.5 Descriptive Demographic of Race/Nationality 43 Table 4.6 Descriptive Demographic of Batch 44 Table 4.7 Descriptive Demographic of Visiting 45 Table 4.8 Descriptive Demographic of reason – Traveling from Soekarno Hatta Airport 46 Table 4.9 Descriptive Statistics for Tangible 47 Table 4.10 Descriptive Statistics for Reliability 48 Table 4.11 Descriptive Statistics for Responsiveness 49 Table 4.12 Descriptive Statistics for Assurance 50 Table 4.13 Descriptive Statistics for Empathy 51 Table 4.14 Descriptive Statistics for Servicescape 52 Table 4.15 Descriptive Statistics of Passenger Satisfaction 53 Table 4.16 Autocorrelation Test 56 Table 4.17 Tolerance and VIF 57 Table 4.18 T-test of Coefficients 59 Table 4.19 F-test of ANOVA 61

LIST OF FIGURES

Figure 1.1 The Law of Flight No.1 year 2009 4 Figure 2.1 The main element of Physical evidence 17 Figure 2.2 Theoretical Framework 20 Figure 3.1 Research Framework 34 Figure 4.1 Organization Structure AP II 36 Figure 4.2 Normality Test P-plot graphic 54 Figure4.3 Normality Test Histogram 55 Figure4.4 Result of Homoscedasticity Test 58

CHAPTER I

INTRODUCTION

1.1. Background of the Study

Airport have been a consistent growth segment in the travel and transportation industry (Danyliew and Cohen, 1997). The airport is a facility for air transportation service, in which the airport passengers can be divided into different groups such as departing, arriving and transfer passengers. Each of these groups will have a different set of needs and wishes when they use different facilities at the airport. For example, transfer passengers have discretionary time waiting and they will likely to value their experience in airport facilities differently compared to origin and destination passengers. (Anderson et al., 2008) The needs of transfer passengers are quite different from those of origin and destination passengers. (de Barros et al., 2007), After deregulation and privatization, many large international airports have served as hubs for transfer passengers therefore the importance of transfer passengers have been increased. Thus, understanding and catering for the specific needs of transfer passengers are fundamental in achieving growth in today’s competitive airport environment.

Nowadays, many companies engaged in the field of services compete to meet the needs and consumer wants. Soekarno Hatta International airport is one example of the company that offers its services in the field of flight. To compete with other services company, the airport are required to improve the quality of their services by paying attention to what the needs and expectations of the service users. According to Lupiyoadi (2001), one of the factors determining the level of success and quality of the company is the abilities the companies in providing services to customers.

Satisfactory services can provide satisfaction for aircarft service users at the International airport Soekarno Hatta. Therefore the International Airport Soekarno Hatta as the aviation service providers always keep trying to give the best services to the passenger to meet the expectations of customers in an inconsistent manner.

In general the level of customer satisfaction depends on the quality of services received. The quality of services often used as a measure of that services are offered by companies able to fulfill desires and expectations customers. The quality of services becomes the main priority for every service company because during this quality service become a benchmark excellence competitiveness. According to Tjiptono (1996), the service in appropriate with expectation can provide satisfaction for the service users at the airport, because quality has a close relationship with customer satisfaction.

According to Dephub (kementerian perhubungan republik Indonesia, 2011), at this time the air transportation users become more increased. As a service provider and management of the Soekarno Hatta International Airport, PT. Angkasa Pura II (Persero) is required not merely providing facilities at the airport but also improve the quality of services and always pay attention to what the needs and expectations of passengers in Soekarno Hatta International Airport, so the service users feel sated against the services offered. Therefore comfort of passengers, guarantee of safety and security are at the airport as well as the facilities available at the Soekarno Hatta Airport also have a role or influence on increasing the passenger satisfaction.

Each passenger, definitely expect a clean airport with adequate facilities and also provides a sense of comfort for the passenger when awaiting the arrival of the airplane. However, sometimes facilities who provided less meet the needs and expectations of customers, and this will make passengers feel not satisfied. Common measures included overall customer satisfaction at the airport, cleanliness of the terminal, cleanliness of restrooms, check-in satisfaction, baggage delivery overall satisfaction, availability of baggage trolleys, and overall standards of car park facilities (Humphreys, et al., 2002).

The quality of the services provided a company to its customer is the major key to be the winner in competition in the environment of a service business. So that the satisfaction of passenger depends on the quality of services that which is received, then to determine the level of satisfaction of an airplane passengers as users at the International Airport Soekarno Hatta require to be studied by using five dimensions quality of services (SERVQUAL) , Tangibles include physical facilities, equipment and tools used as well as the appearance of a polite and engaging employees. Reliability, include include the timeliness of service, the same service to all customers, sympathetic attitude. Responsiveness, include responsiveness concerns the willingness to help and provide a fast and accurate service to customers with clear information delivery. Assurance, include knowledge, politeness, the ability for employees of a company to increase the sense of trust customers to the company. The last is Empathy, include Attention being sincere. Additionally, Servicescape also used in this studies to knows and understands the needs of customers individually.

Based on the information about SERVQUAL and passenger perception on SERVICESCAPE in Soekarno Hatta International Airport in an effort to improve the service quality that aims to impart comfort and satisfying for the aircraft passenger who uses the services of the airport, the researcher is interested to do a research entitled “ The Influence of Service Quality and Servicescape Towards Passenger Satisfaction in Soekarno Hatta International Airport”.

1.2. Problem Identification

Understanding Quality Service and Customer Satisfaction is very important for the success of the company. The customer always needs the best one, and satisfaction is the result between what the customer wants and the companies do for the customer. Without customers, the service firm may have no reason to exist (Hoffman and Bateson, 1997). The problem today is how we can maximize the satisfaction by increasing the specific factor that needs to be fixed or maybe ignore.

The researcher has choosen Soekarno Hatta International Airport as the object by analyze Service Quality, passanger perception on Servicescape toward Customer Satisfaction. Ervice Quality is one of the important cases that may affect the results of customer satisfaction ( Perunjodi Naidoo,2010). In fact, there is a lot of problem of services in Soekarno Hatta International Airport. As stated by Ardyan Muhamad (2013) as a reporter Merdeka.com, management Soekarno-Hatta Airport still ignores adequate facilities to support passenger comfortability. Such as keeping clean the bathroom, difficult to find clean water, the lack of security, and also parking area not good enough. Furthermore, as reported by Deffa (2013), Soekarno Hatta International Airport suffered down of electricity caused by an Uninterruptible Power Supply (UPS) in the airport burning which causing the stoppage of radar and delayed fligt schedule.

1.3. Problem Statement

Figure 1.1: The Law of Flight No.1 year 2009 Source : The Law of Republic Indonesia

Based on the policy of flight above, Sugiarto (2002) stated in his article entitled ‘kurangnya fasilitas bandara Soekarno-Hatta II’, that the airport managemet should give facilities for aircraft passengers and, unfortunately there are many problems that makes passenger’s uncomfortable condition. It is because the airport management is responsible of security, flight safety, and also the satisfaction of all users in airport service. Especially in terms of cleanliness and many the facilities must be repaired. Such as parking area facility, infrastructur facilities heading to airport, and the waiting room for passengers’.

He mentioned also that airport is one of the transportation infrastructure and very important to improve the economic growth.

Based on the problem above, it helps the researcher to narrow the problem area focusing in this skripsi. The researcher is interested for conducting a research about the influence of Service quality and Servicescape on Passenger satisfaction in Soekarno-Hatta International Airport.

1. Does tangible has significant partially influence toward passenger satisfaction?

2. Does reliability has significant partially influence toward passenger satisfaction?

3. Does responsiveness has significant partially influence toward passenger satisfaction?

4. Does assurance has significant partially influence toward passenger satisfaction?

5. Does empathy has significant partially influence toward passenger satisfaction?

6. Does Servicescape has significant partially influence toward passenger satisfaction?

7. Does all Servqual dimension (tangible, reliability, responsiveness, assurance, empathy) and Servicescape has significant partially influence toward passener satisfaction

1.4. Research Objectives

In this research entitled “The Influence of Service Quality and Servicecape Comment [Lc1]: Judulnya apa?

towards Passenger Satisfaction in Soekarno-Hatta International Airport “ is Comment [Lc2]: Judulnya apa? developed to:

1. To analyze a significant partially influence of tangible toward passenger satisfaction

2. To analyze a significant partially influence of reliability toward passenger satisfaction.

3. To analyze a significant partially influence of responsiveness toward passenger satisfaction

4. To analyze a significant partially influence of assurance toward passenger satisfaction

5. To analyze a significant partially influence of empathy toward passenger satisfaction

6. To analyze a significant partially influecne of Servicescape toward passenger satisfaction

7. To analyze a significant simultaneously influence of Servqual dimension (tangible, reliability, responsiveness, assurance, empathy) and Servicescape toward passenger satisfaction

1.5. Significance of The Study

In this research entitled “The Influence of Service Quality and Servicecape Comment [Lc3]: Judulnya apa? towards Passenger Satisfaction in Soekarno-Hatta International Airport”, the researcher hopes the result of study can be beneficial for:

1. The Researcher This research expected to give broader practical knowledge about service quality and its relations that affect customer satisfaction in Soekarno-Hatta International Airport. This result of study also contributes as one of the requirement to get bachelor degree in Faculty of Economic.

2. Future Researcher The study will provide additional knowledge and a baseline parameter thus can enhance the existing knowledge about the service quality that affect to customer satisfaction

3. The Readers This research can be a bas and also become additional references in filed of service quality and customer satisfaction 4. For the Company This research can become additional references in field to improve service quality and physical environment (Servicescape) to fulfil with Passenger

satisfaction, where customer satisfaction and the quality of service present Comment [Lc4]: Manfaat penelitian ini buat company nya apa?? Tambahin as the core of service industry.

1.6. Scope and Limitation of the Study

Based on the research entitled “The Influence of Service Quality and Servicescape towards Passenger Satisfaction in Soekarno Hatta International Airport”, the Comment [Lc5]: msukin judulnya yg udah pasti disini! researcher has limited the study into some specific definition and scopes. The scope and limitation of the study are made in order to identify the areas that will include and those are not included in the study.

The scope of this study is the influences of Service quality dimension ( Tangible, Reliability, Responsiveness, Assurance, Empathy) and Sevicescape toward Passenger Satisfaction in Soekarno Hatta International Airport. The researcher chooses this study because it is one of the most well-known quantitative research methods for measuring service quality.

Because of limitation in terms of time, opportunity and the ability of researchers, it only discusses the influence of service quality dimensions and Servicescape toward passenger satisfaction in the space of the President University. The total respondents in this research are 100 students from international student.

CHAPTER II

LITERATURE REVIEW

2.1. Theoretical Review

2.1.1. Service Quality

Service has historically been an important and integral way for service providers to differentiate themselves in a crowded marketplace. Parasuraman, Zeithaml, and Berry in the dissertation of Redha (2013) stated that the service has a core power to distinguished successful organizations. Therefore, business owners and management have a responsibility to ensure that their organization process is at a high level of service. Service quality can be defined as an overall judgement similar to the attitude towards the service and generally accepted as an antecedent of overall customer satisfaction (Zeitham and Bitner, 1996). Although service quality is crucial, many entities still struggle to adequately measure and understand the concept of service quality. In 1985, Parasuraman et al. (1985) proposed a service model called SERVQUAL. The main purpose of SERVQUAL was to measure the level of discrepancy between customer satisfaction and customer perceptions of an entity’s level of service. Since then, many entities and business organizations have modified and applied the SERVQUAL model to their own business enterprise and industry.

Services unlike tangible products are produced and consumed at the same time in the presence of the customer and the service producer. The presence of the human element during the service delivery process greatly increases the probability of error on the part of employees and customers. This error is due to intangible behavioral processes that cannot be easily monitored or controlled (Bowen, 1986).

One enterprise that lacked the application of this widely popular model has been the airport industry. The airport industry, while traditionally limited to public

8 infrastructure, has been growing in importance due to it facilitation of the rise of global travel demand and the tourism industry (Samadi, 2012). As airplanes became more efficient, increasing passenger capacity and the ability to travel longer distances to far away destinations, an increase in the number of passengers and their expectations of services within the airport was inevitable.

One way for airports to stand out from the competition would be through differentiation in airport services. While service had always been a focus among air transport analysts and academics, the study of how they measure their service was still limited to spatial and temporal scale measurement (Correia & Wirasinghe, 2004). Fodness and Murray (2007) proposed a different airport service measurement construct which included other service dimensions and the passengers’ individual attitude toward the airport services in evaluating changes in the overall airport service quality. In “Passengers Perception and Satisfaction of Airport Service Quality.

A good quality of service is a must for a business. The emergence of new competitors will lead to intense competition to obtain and retain the customers. Service quality is a fundamental business strategy that provides goods and services for customer with certain expectation explicitly or implicitly. Companies need to implement a strategy to establish a good service quality. ISO 9000 summarizes the service quality strategy includes:

1. Attributes to customers service Service delivery should be timely, accurate, attention and hospitality. This attribute is highly dependent on interpersonal skills, communication, empowerment, knowledge, sensitivity, understanding and a wide range of external behavior.

2. Approaches to improve the quality of service Improvement of service quality is the important aspects in creating customer satisfaction. At least this is caused by factors of cost, implementation time and impact customer service. All three of these factors are point of

understanding and implementation of a system that responsive to the administration and organization to achieve optimal satisfaction

3. Feedback system for quality customer service Feedback is needed for evaluation and continuous improvement. The information of feedback should be focus on the following: a. Understanding customer perception of service firm and competitors b. Measure and improve work performance c. Shows the company’s commitment to quality and customers d. Develop a means of internal customers so that everyone understands what they are doing

4. Implementation Implementation of strategy should be followed by monitoring and controlling to take next decision.

2.1.2. Dimension of Service

According to Zeithamal et. al. (1990) said that the only criteria that count in evaluating the service quality are defined by customers. He founded ten general criteria or dimensions based on their research, they are: 1. Tangible: Appearance of physical facilities equipment, personnel and communication materials 2. Reliability: Ability to perform the promised service dependably and accurately 3. Responsiveness: Willingness to help customers and provide prompt service 4. Competence: Possession of the required skills and knowledge to perform the service 5. Courtesy: Politeness, respect, consideration, and friendliness of contact personnel 6. Credibility: Trust worthiness, believability, honesty of the service provide 7. Security: Freedom from danger, risk or doubt

8. Access: Approachability and ease of contact 9. Communication: Keeping customers informed in language they can understand and listening to them 10. Understanding the customer: Making the effort to know customers and their needs

2.1.3. Categories of Service

According to Segal-Horn (2003) on the book of Tjiptono &Chandra (2007). There are 12 main category of service:

1. Trading service Trading service is included wholesaler trading and retail trading

2. Financial service Financial service is include commercial banking, retail banking, credit card, brokerage, foreign currency, and portfolio management

3. Communication service Communication service is included mail service, telecommunication, courier, news agencies, and movie distribution

4. Transportation service Transportation service is included guest or goods transportation likes bus, airplanes, trains, ships, car rental, and etc.

5. Assurance service Assurance service is included education assurance, health assurance, goods assurance, and etc.

6. Construction service Construction service is include building construction and building maintenance

7. Education service Education service is included school, colleges, universities, and course of study.

8. Business service Business service is included advertising, catering, lawyer, cleaning service, goods rental, property, design, and etc.

9. Health service Health service is included hospital, health counseling, psychiatrist, and laboratory check up

10. Personal service Personal service is included beauty salon, plumbing, massage, and etc.

11. Hotel and restaurant service Hotel and restaurant service is included hotel, motel, restaurant, café, and etc.

12. Recreation and cultural service Recreation and cultural service is included entertainment (live music, theater, and cinema), museum, garden, and etc.

2.1.4. SERVQUAL

In the era of high competition and fast information, businesses depended on service quality to differentiate themselves from competitors. However, the inherent characteristics of service – intangibility, inseparability, and heterogeneity -- made it difficult for service practitioners to define and measure service quality. To solve this problem, Parasuraman et al. (1985) devised a conceptual model to measure service quality called SERVQUAL. Parasuraman, Zeithaml, and Berry (1988) concluded that service quality would be best measured as a perceived service quality. They defined that perceived service quality as a “global judgment,

12 or attitude, relating to the superiority of the service (pg. 42).” The authors viewed perceived service quality as “the degree and direction of the discrepancy between consumer’s perception and service (pg. 41)” (Parasuraman et al., 1985).

The SERVQUAL model proposes that customers evaluate the quality of a service on five distinct dimensions: reliability, responsiveness, assurance, empathy, and tangibles. The SERVQUAL instrument consists of 22 statements in assessing consumer perceptions and expectations regarding the quality of a service. Perceived service quality results from comparisons by consumers of expectations with their perceptions of service delivered by the service providers (Zeithaml et al., 1990). It can be argued that the factor underpinning the delivering of good perceived service quality is actually conforming to the expectations of the customers. Thus, excellent service quality is exceeding the customers’ expectations. Zeithaml and Bitner (2000) suggested that customer expectations are beliefs about a service that serve as standards against which service performance is judged.

The SERVQUAL scale measures service along five of dimensions: 1. Tangible – physical facilities, equipment and appearance of personnel. Physical evidence of the ability of a company to demonstrate its existence on externally. Appearance and capabilities of physical infrastructure and the state of the environment surrounding the company is living proof of the service rendered by providers. This includes physical facilities (building, warehouse, etc.), technology (tools and equipment used), and the appearance of its employees. In short, it can be interpreted as the appearance of physical facilities, equipment, personnel, and communication materials.

2. Reliability – ability to perform the promised service dependably and accurately. Reliability, which is the company's ability to deliver as promised services accurately and dependably. Must be in accordance with customer expectations mean performance on time, the service without error, sympathetic attitude and with high accuracy. Can be briefly defined

as the ability to deliver the promised service accurately, timely, and reliable.

3. Responsiveness – willingness to help customers and provide prompt service. Responsiveness, is a willingness to serve and provide prompt service (responsiveness) and on to the customer, with clear information delivery. Allowing consumers to wait without obvious reason causing the negative perception of service quality. In short, it can be interpreted as a willingness to help customers by providing good service and fast

4. Assurance – knowledge and courtesy of employees and their ability to convey trust and confidence. Assurance is the ability the company employees to foster the trust of customers to the company. Consists of the components: communication (Communication), credibility (Credibility), security (Security), competence (Competence), and manners (Courtesy). Can be briefly defined as the knowledge and friendliness of the personnel and the ability of personnel to be trusted and believed.

5. Empathy – caring, individualized attention. Empathy, which provide a sincere attention and a private individual or given to customers by trying to understand the desire of consumers in which a company is expected to have an understanding and knowledge of of customers, understand the customer's specific needs, as well as having operating time that is convenient for the customer. In short, it can be interpreted as an effort to know and understand the needs of individual customers.

In summary, SERVQUAL has a variety of potential applications. It can help a wide range of services and retail organizations in assessing consumer expectations and perceptions of service quality. It can also help in determining in which areas require managerial attention and action to improve the quality of service.

2.1.5. SERVICESCAPE

Another important factor in determining the customer’s/passenger satisfaction is the physical environment. Soriano (2002) stated that the importance of a comfortable atmosphere would continue to increase in the future. The relaxed ambience of the facility, which is decorated with upscale furniture and warns color, is reported to be the major factor keeps customers/passenger satisfaction/ comfortable.

Therefore, physical environment attribute (i.e. Servicescape) in theme airport are likely to play a significant role in improving customers/ passenger’s perception and behavior (satisfaction). The airport has to improve the appearance or palace/ambience of the airport. Suskind and Chan (2000) found that some form of internet activity is an amenity to induce customers/ passengers to return.

The Servicescape factors include ambient condition (e.g. temperature, noise, odors), spatial layout and functional (e.g. arrangement of furnishing and their relationship to customer/passenger and employee/staff needs), and signs, symbol and artifacts. The Servicescape takes on greater importance for patrons who spend extended time in the facility such as airport. Reamer and Kuehn (2004) examined the relationship of the Servicescape with the other elements of quality measured by SERVQUAL. It is found that tangible factor (Servicescape) was more important to bank and airport customers/passengers than the four intangible factors in determining quality.

Later, Wakefield and Bodgett (1996) additionally proposed a Servicescape framework consisting of five factors drawn from Baker et.al. (1994), Bitner (1992), and Brauer (1992). Their framework of the physical environment consisted of the accessibility of the layout (e.g. spatial arrangement of furnishing, equipment and service areas), facility aesthetics (e.g. architectural design and interior décor), and seating comfort (e.g. seating space and chair padding), electronic equipment and display (e.g. signs, symbol), and cleanliness (e.g. floor, carpet, restrooms).

2.1.5.1 Servicescape Framework

1. Layout accessibility Layout accessibility refers to furnishing and equipment, service areas, and passengers’ ways arranged, and the spatial relationship among these elements (Bitner, 1992) an effective layout will provide for ease of entry and exit, and will make ancillary service areas such as concessions, restroom, and souvenir stands more accessible

2. Facility aesthetics Facility aesthetics are a function of architectural design, as interior design and décor, both of which contribute to the attractiveness of the Servicescape. Passengers view airport to evaluate the attractiveness of the exterior of the facility. Other aspects of interior design, such as ornamental signs, banners, pictures, and other fixture, may also serve to enhance the perceived quality of the Servicescape.

3. Seating comfort Seating comfort is likely to be particularly salient issues for Passenger do leisure service seating who must sit for a number of hours observing or participating n some form of entertainment. Seating comfort is affected by both the physical seat itself and by the space between the seats.

4. Electronic equipment and displays Electronic and display are signs/symbols/artifacts that can be used to enhance the leisure experience. Some electronic equipment is used to deliver and enhance the primary service offering.

5. Cleanliness Cleanliness is an important part the Servicescape, especially in those situations in which customers must spend several hours in the leisure service setting. Many customers/passenger implicitly associate cleanliness with the quality of the Servicescape

The term Servicescape, originally introduced by Mary Jo Bitner (1992), describes various elements of the physical environment of the service encounter. As pointed out earlier, because these services are intangible, customers often relies on tangible cues to evaluate the service before its purchase and to assess their satisfaction with the service during and after consumption (Zeithaml, Bitner and Gremner, 2006). Tangible cues are also described as physical evidence. The main elements of physical evidence can be divided into Servicescape and other tangibles. These elements are presented in figure 2.1

Figure 2.1 The main element of physical evidence Source: HANKEN-Swedish shool

2.1.6. Customer Satisfaction

Kotler (1997) defines customer satisfaction as, “ a feeling of love or upset as a result of the comparison between the perception and expectation of product performance.” (p55). Tse and Wilton (1998) states that, “customer satisfaction is the customer response to the evaluation of the perceived discrepancy between prior expectation and actual performance product, fell by the user.” Another reseacher Dag and Tjiptono (1996) states that, “customers’ satisfaction or dissatisfaction are: customer response to the evaluation of the perceived

17 discrepancy between prior expectation and actual performance product that felt after the use.”

Bitner & Zeithaml (2003) stated that satisfaction is the customers’ evaluation of a product or service in terms of whether that product or service has met their needs and expectations. Added by Engel Wikaningtyas (1998) says that, “ customer satisfaction is an evaluation where the full purchase option chosen at least, equal or exceed customer expectation, while dissatisfaction arise if the results do not match customer expectations.”

According to Boselie, et al. (2002) satisfaction is a positive, affective state resulting from the appraisal of all aspects of a party’s working relationship with another. Hence this definition used for this study.

2.2. Previous Research

Previous research is important to support the concept of the research that will be done. In this thesis, the researcher uses previous research as a guidance and reference to make this research accurate and useful. There are 4 main Journals which used in this research that will be described in the following paragrpahs.

Reda Wirdasyah (2009) was conducting research about service the impact of airport service quality dimensions on overall airport experience and impression. The objective this research is to identify and develop a service quality framework for airports, to apply the proposed framework of airport service quality and investigate the relationship between different airport service quality dimensions and the passengers’ overall impression of airport service quality.

Budiyarti Eka (2010) was conducting research about the influence service quality toward customer satisfaction in Adi Sumarmo International Airport Surakarta. The purposed of the study is to know relationship service quality toward customer satisfaction in Adi Sumarmo international Airport, to know relationship between service quality dimension toward passenger satisfaction in Adi Sumarmo

International Airport Surakarta.

Ozlan Atalik (2009) was doing a qualitative research entitled Voice of Turkish Customer: Importance of Expectations and Level of Satisfaction at Airport Facilities. The objective of this research is to determine the order of importance of customer expextations and level of satisfaction percieved by customers concerning the capabilities, facilities and services of Istanbul Ataturk Airport.

Rossi Danny Sakti (2010) was conducting research about service science perspective on customer satisfaction for improving airport performance. This study applied a mixed method research quantitative and qualitative research. The purposed of the study was to research could be divided into two data: qualitative and quantitative data. The quantitative data were gathered by conducted to rank and to know what is the most dissatisfy variable and then mixed it into the qualitative data. The objective this research is To find out “what really happens” when people ever experiences while using airport services, To investigate and formulate the problems behind airport services, To offer the solutions for airport authority especially limited in Adisutjipto Airport as a learning point to another airport authorities in Indonesia how should the company view and run the services based on customer’s perspective.

2.3. Theoretical Framework

As a guidance for the research, the theoretical framework which is summarized in figure 2.2 aims to support the research by giving a basic explanation about five dimension of SERVQUAL (such as; tangible, reliability, responsiveness, assurance and empathy) and SERVICESCAPE (physical environment) toward Passenger Satisfaction. The figure of theoretical framework shows in the next page.

Figure 2.2: Theoretical Framework

Source: Adjusted by the researcher

Based on figure 2.2, passenger satisfaction becomes dependent variable, whereas the independent variable includes tangible, reliability, responsiveness, assurance, empathy, and Servicescape (physical environment). Based on that, the researcher wants to know whether these six independents variable, have influence to passenger satisfaction on Soekarno Hatta International Airport.

2.4. Hypothesis

there is a significant partially influence of tangible toward passenger

퐻satisfaction1

there is a significant partially influence of reliability toward passenger satisfaction퐻2

there is a significant partially influence of responsiveness toward passenger

퐻satisfaction3 20

there is a significant partially influence of assurance toward passenger satisfaction퐻4

there is a significant partially influence of empathy toward passenger

퐻satisfaction5

there is a significant partially influence of servicescape toward passenger

퐻satisfaction6

there is a significant simultaneously influence of servqual dimension such as tangible,퐻7 realibility, responsivenes, assurance, empathy and also servicescape toward passenger satisfaction

CHAPTER III

RESEARCH METHODOLOGY

3.1 Research Method

There are two kinds of methodology of doing a research. First is Quantitative and second is Qualitative. Based on Render, Stair, Hanna (2009), “The quantitative analysis approach consists of defining a problem, developing a model, acquiring input data, developing a solution, testing the solution, analyzing the result, and implementation the result.” (p. 22-23).

According to Ross (1999), quantitative research was research that use numbers to prove or disprove a hypothesis. The process of measurement was central for quantitative research because it provides the fundamental of quantitative relationship. Quantitative research used data that were structured in the form of numbers or that can be immediately transported into numbers. Aliaga and Gunderson (2000), describes quantitative research is ‘Explaining phenomena by collecting numerical data that are analyzed using mathematically based methods (in particular statistics).

Quantitative research is the type of measurement the certain times and things, build a way for other people make a similar research and still get similar result. It is aims to test the significant of hypothesis such as “How much”, is there any relationship”. Vaccaro (2013) stated the quantitative research is the research that uses numerical analysis, changes the data into number and easy to be statistic and analysis.

The strength of quantitative research is that can allows the researcher to test specific hypothesis. It also can produce reliable and accuracy data which is more exploratory and can also be using in large population. The statistical and mathematical methods can help quantitative research measuring result

22 conclusively. The quantitative research all use a single standard format (Robbins, 2007)

Cresweel (1994) said, “ Qualitative research is an inquiry process of interpreting a social or human problem, based on building a complex, holistic picture, formed with words, reporting detailed views of information, and conducted is a natural setting. ” (p. 2).

The researcher used quantitative method to support this research. The purpose of using quantitative research will complete the advantages such as :

1. Provides estimates of populations at large

2. Indicates the extensiveness of attituded held by people

3. Provides results which can be condensed to statistics

4. Allows for statistical comparison between various groups

5. Has precision, is definitive and standardized

6. Measures level of occurrence, action, trends, etc

3.2 Research Instrument

This research used following instrument to succeed and complete the research.

3.2.1. Data Collection Tools

3.2.1.1. Primary and Secondary Data

Data may be collected by primary or secondary. This research used both primary and secondary data achieve it purpose. Based on Uma Sekaran (2000), Primary data defined as data collected first hand for subquent analysis to find solutions to the problem researched. Secondary data defined as data that are already been gathered by researches, data in stattistical, journals, and information available from published or unpublished source either within or outside organization.

3.2.2. Literature Study

Very important for researcher to read lots of books either in internet, library, or journals. There are lots of theory that could be use to supports the research. A good research will use references from many sources as long as it connected to the research. The theory helped the researcher solve the problem and it becomes the secondary data of this research.

3.2.3. Questionnaire

The main instrument used in this research is the questionnaire. How the questionnaire developed is clearly described in this section. The questionnaire was originally based on research questions and emerged of the main research model. Besides,researcher adjusted the subsequence based on the kind of questions. There are four kinds of questions include in this questionnaire. One kind of questions demographic, Service quality dimension (Tangible, Reliability, Responsiveness, Assurance,and Empathy), Servicescape and Passenger satisfaction.

According to Cooper & Schindler (2006), “the questionnaire is an intrument delivered to the participant via personal (intercept) or non personal (computer- delivered, mail-delivered) means is completed by the participant.” The questionnaire given directly to correspondent will provide the statistical data after calculate in formula to answer the problems identification.

The researcher was used five-Likert scale to score the questionnaire. This research used likert scale because this scale is simple for the respondent to state the statement. The respondents answer the questionnaire by their own perception. The questionnaire that spreads to the respondents was in english language; hence the respondents can answer it well.

The likert scale was developed by Rensis Likert. It is the most frequently used variation of the summated rating scale. Summated rating scale consist of statements that express either a favourable or an unfavourable attitude toward

24 object of interest. The participant is asked to agree or not with each statement. Each respnse is given a numerical score to reflect its degree of attitudinal favourableness, and the score may be summed to measure the participant’s overall attitude (Cooper & Schindler, 2006)

Each response is given a numerical score to refelct its degree of attitudinal favourableness, and the score may be summed to measure the participant’s overall attitude. Through this questionnaire, the respondents were gave five option in each question, the researcher uses a 1 to 5 rating scale where:

Table 3.1: Likert Scale

Strongly Disagree Neutral Agree Strongly Agree Disagree 1 2 3 4 5 Source : Rensis Likert

3.3 Sampling Design

When conducting research, it is almost always impossible to examine the entire population that you are interested in. A sample is a subset of the population being studied. It represents the larger population and is used to draw inferences about that population. It is a research technique widely used in the social sciences as a way to gather information about a population without having to measure the entire population.

Sampling is process of selecting a number of units to present the larger group from which they selected. Sampling begins by specifying target of population in an area. There are 2 types of sampling design which is probability sampling and non-probability sampling (Cooper & Schindler, 2006). Probability or random sampling is most commonly associated which survey best research where researcher needs to make inference from the sample about a population to answer the research question (Saunders et. al, 2003). Whereas, non-probability or non- random sampling is an arbitrary and subjective procedure where each population

elements does not have a known non-zero chance of being included, no attempt is made to generate a statistically representative sample. This research used simple random sampling because it offers generalizability and least bias.

3.3.1 Size of the population

Sample size on the number of samples will become an important issue in quantitave research analysis. The target respondents in this study is the foreign students in President University (290 Chinese and Vietnamese) who had been already used international terminal at Soekarno Hatta International Airport for international traveling within the last 12 months. Thus, the researcher do not calculate the total amount of population. Tabachnick and Fidell (1996) gave an equation for calculating a sample for multi regression, related with the total of independent variables which being used:

n > 50+8m

Where: n = total of sample

m= total of independent variables

In this research, the researcher uses 6 independents variables, thus total of respondents which needed is around 98 respondents. Finally, the researcher decided to distributes questionnaires to 100 respondents.

3.4 Reliability and Validity

In order to reducing the possibility of getting the wrong answer, attention need to be paid to two particular on research design: Reliability and Validity (Saunders et.al.2003)

3.4.1 Reliability

Reliability means that if the test is repeated under the similar condition, to what extent the findings are similar and reliable (Coper and Schindler, 2004). Different methods are available to measure the reliability such as retest method, split-half method, paralel method, Richardson method, and cronbach alpha coeffcient method.

The popular and commonly used to asses internal consistency is crobach alpha (Hair et al.2007) have provided rules of thumb for interpreting alpha values. They mentioned an alpha of 0.7 or higher as an appropriate range to measure the reliability. In this study to assess the reliability of questionnaire was used.

According to Cooper & Schindler (2006), “reliability is a necessary contributor to validity but is not a sufficient condition for validity. Reliability is concerned with estimates of the degree to which a measurements is free of random or unstable error.” (p.352).

To measure reliability, the researcher used Cronbach Alpha formula.

The formula :

K . r = 1 + (K 1)r 훼 Where: −

α = instrument reliability’s coeficient

K = number of questions r = means correlation coenficient between variable

3.4.2 Validity

According to cooper & Schindler (2006), “validity is the extent to which a test measures what we actually wish to measure.” (p.348) Validity is use un a research

to prove the correctness of the resaerch itself. If the data is not valid, the research annot continue to process.

Validity is concerned wheter the file findings are realy about what they appear. The following steps were done to ensure the valdity od this resaerch.

a. the needed data was collected in the format of a structured questionnaire that had been designed based on Likert scale

b. the questionnaire was distributed with english language, becauase the respondents are foreigner students

c. the questionnaire was reviewed and approved by thesis advisor, and using formulaas to ensures the validity

3.5 Data Analysis

The researcher use two computer software aplication to analysis the data :

1. Microsoft Excel The researcher uses Microsoft Excel 2011 to input the primary data that collected from questionnaire.

2. Statistical Package for Solution Sciences (SPSS) version 21. SPSS software is used to help researcher for pretest the reliability and validity for questionnaire; test the clasical assumption; statistic the result of multiple regression equation;and test the hypothesis.

3.5.1 Classic Assumption Test

This method is very important in multiple linear regression analysis. The clasical asumption test are implement by normality test; autocorrelation, multikolinierity, heteroscedasticity.

Normality test are used to determine whether a set of data is weel-modeled by a normal distribution, or to compute how likely an underlying random variable is to be normally distributted. Normality test is going to test the dependent and independent variable.

The autocorrelation test aims to look for whether errors a data at certain periods correlated with others period. Way to find whether experiencing or not experience autocorrelation is by checking the value of Durbin- Watson (DW). Requirements not experiencing autocorrelation is 1 < DW < 3 (Sufren & Yonathan, 2013).

Autocorrelation one of basic assumption of regression is the independence error. This assumption is sometimes violated when data ae collected over sequential time periodss because a residual at any one time period may tend to be similar to residual at adjacent time periods. This pattern pattern in the residual is called autocorrelation in a regression model has a meaning there are correltion between members of samples that are sorted by time correlated (Achmad ATH Thobarry, 2009).

Multikolinierity Test is used to know the high corelation between independent variable and dependent variable in multiple linear regression test. The high multikolinierity will distrub the relationship between inependent and dependent variable (AN, Mahendr, 2011)

Multicolinierity test refers to the condition in which two or more of the independent variable are highly correlated with each other. In such situation, collinear variables do not provide unique information, and it becomes difficult to separate the effects of such variables on the dependent variable (Mark.2011). collinearity test is an application test for multiple regression analysis that involves the possible collinearity of the independent variables.

Multicolinierity test was analyzed by tolerance and Variance Inflation Factor. There are two indications shows multikolinierity problem does not exist. First, the value of tolerance is lower than 1. Second, the value of VIF is lower than 10.

Heteroscedasticity test has a purpose to determine whether the variance from residual of the observed variable is similar or not in the regression model. If the residual of the variance of the observed data is different, it is called heteroscedasticity. A good model of a data is homocedasticity.

According to Sufren and Yonathan (2013), in indentify the existence of heteroscedasticity is by looking a graphic plot between dependent variable with the residual. There would be no heterocedasticity if the scatterplot between dependent variable and the residual in the graphic does not from any pattern.

3.5.2 Multiple Regression Test

Coefficient of multiple Determination (R-Square) measure the percentage of independent variable explained about the dependent variable.

Adjusted = - (1- )*(k-1)/(n-k) 2 2 2 F-test is used푅 to푅 determin푅 whther there is a significantly simultaneous influence of number of independent variable to dependent variable (Berenson & Timothy,2011)

1 = 1 2 푉퐼퐹푗 − 푅푗 T-Test is used to determine wheather there is a significant partially influence of specific independent variable to dependent variable (Witjaksono, 2010).

= S 푋 − 휇 푡푆푇퐴푇 n √ 3.6 Testing the Hypothesis

The purpose of hypothesis is to determine the accuracy of the constructed hypotheis due to the fact that the samples of data have been collected. The

30 purpose of this testing is done in order to know whether there is any correlation and relationship between independent variable and dependent variable. The hypothesis in this research are:

: There is a significant partially tangible toward passenger satisfaction

퐻1 : = 0, There is no significant partially Service quality of tangible toward

Passanger퐻0 훽1 satisfaction on Soekarno Hatta International

: 0, There is significant partially Service quality of tangible toward

퐻Passenger푎 훽1 ≠ satisfaction on Soekarno Hatta International Airport

: There is a significant partially reliability toward passenger satisfaction

2 퐻 : = 0, There is no significant partially Service quality of reliability toward

퐻Passenger0 훽2 satisfaction on Soekarno Hatta International Airport

: 0, There is significant partially Service quality of reliability toward

퐻passenger푎 훽2 ≠ satisfaction on Soekarno Hatta International Airport

: There is a significant partially responsiveness toward passenger satisfaction

3 퐻 : = 0, There is no significant partially Service quality of responsiveness toward퐻0 훽3 passenger satisfaction on Soekarno Hatta Interntional Airport

: 0, There is significant partially Service quality of responsiveness toward

퐻passenger푎 훽3 ≠ satisfaction on Soekarno Hatta International Airport

: There is a significant partially assurance toward passenger satisfaction

4 퐻 : = 0, There is no significant partially Service quality of assurance toward

퐻passenger0 훽4 satisfaction on Soekarno Hatta International Airport

: 0, There is significant partially Service quality of assurance toward

퐻passenger푎 훽4 ≠ satisfaction on Soekarno Hatta International Airport

: There is a significant partially empathy toward passenger satisfaction

퐻5 : = 0, There is no significant partially Service quality of empathy toward

퐻passenger0 훽5 satisfaction on Soekarno Hatta International Airport

: 0, There is significant partially Service quality of empathy toward

퐻passenger푎 훽5 ≠ satisfaction on Soekarno Hatta International Airport

: There is a significant partially Servicescape toward passenger satisfaction

퐻6 : = 0, There is no significant partially Servicescape toward passenger

퐻satisfaction0 훽6 on Soekarno Hatta International Airport

: 0, There is significant partially Servicescape toward passenger satisfaction퐻푎 훽6 ≠ Soekarno Hatta International Airport

: There is a significant simultaneously influence of Service quality dimension such퐻7 as tangible, reliability, responsiveness, empathy, and also Servicescape toward passenger satisfaction

: ======0, There is no significant simultaneously influence

퐻of0 service훽1 훽2 quality훽3 훽4 dimension훽5 훽6 and servicescape toward Passenger Satisfaction in Soekarno Hatta International Airport

= at least 0, There is significant simultaneously influence of service

퐻quality푎 and servicescape훽1 ≠ toward passenger satisfaction in Soekarno Hatta International Airport

3.7 Research Framework

The objective of research framework is tending to explain the steps in this research. Based on the problem that stated in chapter 1, the researcher reads some Comment [Lc6]: Jelasin step2nya journals to get information about the variables that can measure passenger satisfaction in Soekarno-Hatta International Airport, which is service quality dimensions and servicescape. After that, the researcher makes a questionnaire to know about the influence of service quality dimensions and servicescape toward passenger’s satisfaction. In the beginning, the researcher needs to do a pre-test questionnaire to test reliability and validity. After questionnaires are reliable and valid, the questionnaire is ready to distribute. Several days later, the researcher collects and calculates the data by using Ms. Excel 2011 and SPSS version 21. Through that findings, the researcher can develop a conclusion to answer the research questions.

Statement of problem

Searching data and journal

Definition of variables

Make questionnaire

Pre-Test questionnaire

No Valid?

Yes No

Reliable?

Yes

Distribute questionnaire (new)

SPSS Version 21 Data collect and analysis Microsoft Excel 2011

Conclusion

Figure 3.1 Research Framework Source :Created by Researcher

CHAPTER IV

ANALYSIS OF DATA AND INTERPRETATION OF RESULTS

4.1 Company Profile

4.1.1. Company History PT Angkasa Pura II is a state-owned enterprise under the Indonesian Department of Transport that is responsible for the management of airports and air traffic services in Indonesia. PT Angkasa Pura comprises of two entities: PT Angkasa Pura I and PT Angkasa Pura II. PT Angkasa Pura II was established in Aug-1984 and operates the following airports in western Indonesia.

1. Soekarno-Hatta International 7. Husein Sastranegara Airport (Cengkareng) International Airport (Bandung)

2. Halim Perdanakusuma Airport 8. Depati Amir Airport (Pangkal (Jakarta) Pinang)

3. Polonia International Airport 9. Supadio Airport (Pontianak) (Medan) 10. Raja Haji Fisabilillah Airport 4. Sultan Mahmud Badaruddin II (Tanjung Pinang) Airport (Palembang) 11. Sultan Iskandarmuda Airport ( 5. Sultan Syarif Kasim II Airport Banda Aceh) (Pekanbaru) 12. Sultan Thaha Airport (Jambi) 6. Minangkabau Airport (Padang)

4.1.2. Vision and Mission Vision:

“Being a manager of an international airport that can compete in regional areas.”

Mission:

“Managing of airport services and air traffic services that prioritizes flight safety and customer satisfaction, in an effort to provide optimal benefits to shareholders, partners, employees, society and the environment to uphold business ethics.”

4.1.3. Organizational Structure

Board of Director

Executive General Managers

SME - CD Information Manager Tech Manager

SMS & Facility Chief of QA Manager Auction

Deputy Terminal 1 Terminal 2 Executive General Manager General Manager

Airport Services Airport Safety & Terminal 3 Terminal Cargo – Senior Manager Security Senior General Manager General Manager Manager Airport Facility ATS General Engineering Airport Civil Manager Senior Manager Engineering Senior Manager Finance Senior Manager Airport Services Senior Manager Logistic & Aster Senior Manager Commercial Figure 4.1: Organization Structure AP II Senior Manager Source: www.angkasapura.co.id

4.1.4. General Description About Soekarno Hatta International Airport Soekarno-Hatta International Airport (airport code CKG) is located in Cengkareng, West Jakarta on the island of Java in the country of Indonesia. The airport is 20 kilometers from Jakarta city center. The airport has three terminals hosting over 44.5 million travelers each year. International arrivals are in Terminal 2 along with domestic flights from Garuda and Merpati Airlines while other domestic flights arrive and depart from Terminal 1 and the newly opened Terminal 3. Terminal 4 is under construction. Over 40 airlines serve the airport that is often called Cengkareng by locals. Taxis, shuttles and rentals are all available for transport. The Jakarta Airport Hotel is located inside Terminal 2E.

Terminal 2 (Terminal International)

Terminal 2 was completed in 1992, and is currently used as a terminal for international routes and some domestic routes by Garuda Indonesia Airlines and others. The Terminal 2 building is a three-storey structure constructed of steel reinforced concrete, with a total floor space of approximately 135,500m2. Terminal 2 is located to the north of Terminal 1, with the plan for the terminal essentially emulating the plan for Terminal 1, but inverting it. Like Terminal 1, Terminal 2 has three units (Terminals D, E, and F) that are each independent. Terminal 2 has a surface level parking lot facing its curbside area, which is similar to that for Terminal 1 in that it gets congested.

It differs from Terminal 1 in that it adopts a two-storey concept. It separates out the arrival and departure functions to different floors, with the first floor serving as the arrival lobby and the second floor as the departure lobby. The second-floor departure lobby is connected to the curbside area via an elevated roadway, which makes it possible to access it by car.

On this chapter, all important finding that found by researcher will be showed. The findings will be divided into two main issues which are the demographic of the sample (profile of respondents) in the from of graph and diagrams. And in the scond part will give the data analysis process results from spss V.21.

4.2 Pilot Test

4.2.1 Reliability Test

According to Sufren & Yonathan (2013); when the result of Cronbach Alpha is 0,6-0,8.(p.55). It means less than 0,6 is not reliable and if more than 0,8 is reliable The computed Alpha values for the research variable indicated in Table 4.1:

Table 4.1 : Reliability Table of Each Variable

Dimension N of items Cronbach’s Alpha Status

Tangible (X1) 4 ,779 Reliable Reliability (X2) 4 ,611 Reliable Responsiveness (X3) 4 ,847 Reliable Assurance (X4) 4 ,702 Reliable Empathy (X5) 4 ,704 Reliable Servicescape (X6) 8 ,798 Reliable Passenger Satisfaction (Y) 4 ,749 Reliable

Source : Primary Data SPSS V.21

From table 4.1 it show that each of variable in the dependent variables and independent variable has more 0.60 which it means all of the dependent variables and independent variable that used in this study is reliable. It also means that each of variable above is well correlated to each other.

4.2.2 Validity Test

In this survey, the researcher use 20 respondents as sample for the validity test. Table 4.2 in previous page shows that from 36 statement there are 4 statements that got criterion as invalid statement which means that they have to be removed from this research. As it has been stated in chapter there about validity test, according to Sugiyono (Sugiyono, 2007) the minimum score for variable to be valid is if r = 0.444 and if r < 0.444 that certain variable is not fulfill the

requirement to be valid and it has to be eliminate from the research. From Table 4.2 above, variable 2.5, 5.5, 6.5, and 6.6 this statement is invalid because it

cannot fulfill the requirement푋 푋 of푋 r value have푋 to be at least 0.444.

Table 4.2: Validity Test r Compute r Table Variable Remarks value Value I think the airport has modern looking equipment (e.g. x- 0.908 0.444 Valid ray, walk through, and metal detector) (X1.1) I feel the employees / airport’s staff good looking (X1.2) 0.783 0.444 Valid The airport provides cleanliness facilities (e.g. rest room 0.805 0.444 Valid area, smoking area, mosque, and waiting area (X1.3) The airport providing visually appealing equipment (e.g. 0.647 0.444 Valid interior, exterior, and garden) (X1.4) The airport terminal signs or symbols are clear (X2.1) 0.531 0.444 Valid When airport staff promises to do something by certain 0.807 0.444 Valid time, he/she does so (X2.2) Airport should provide their service at the tine they 0.640 0.444 Valid promise to do so(X2.3) Airport should be dependable in handling customer’s 0.717 0.444 Valid service problems (X2.4) This airport insist on error-free report (X2.5) 0.223 0.444 Invalid The airport provides information or real action on the critical situation in and during the flight (e.g. weather 0.847 0.444 Valid issues, and flight delays) (X3.1) Airport’s staff will never to busy to respond to passengers 0.768 0.444 Valid request (X3.2) Airport’s staff will always be wiling to help passengers 0.935 0.444 Valid (X3.3) Airport’s staff will give prompt service passengers (X3.4) 0.760 0.444 Valid Courtesy / Helpfulness of airport staffs (X4.1) 0.739 0.444 Valid Airport’s staff instill confidence to passengers (X4.2) 0.546 0.444 Valid

Sincere and responsive attitude to passengers complaint 0.902 0.444 Valid (X4.3) Sincerity and polite in resolving passengers problem 0.693 0.444 Valid (X4.4) Airport staff understand my specific needs (X5.1) 0.765 0.444 Valid Airport staff Give passengers individual attention (X5.2) 0.659 0.444 Valid Airport’s staff understanding passenger needs (X5.3) 0.802 0.444 Valid This airport has operating hours to all passengers (X5.4) 0.707 0.444 Valid This airport has my best interest at heart (X5.5) 0.258 0.444 Invalid Airport provides cleanliness restroom (X6.1) 0.671 0.444 Valid Airport provides many option souvenir in souvenir stands 0.618 0.444 Valid (X6.2) Interior design in the airport is attractive for passengers 0.745 0.444 Valid (X6.3) The airport has an interesting decoration (X6.4) 0.645 0.444 Valid The space of seats in departure area is large enough (X6.5) 0.428 0.444 Invalid The airport provides comfort of seating in waiting area 0.191 0.444 Invalid (X6.6) E-ticket kiosk help passengers to buy ticket easier (X6.7) 0.619 0.444 Valid Information on flight display always update (X6.8) 0.604 0.444 Valid Cleanliness facilities in departure area is good (X6.9) 0.743 0.444 Valid Cleanliness facilities in waiting room area is good (X6.10) 0.527 0.444 Valid I satisfied with the service provided by the airport (Y1.1) 0.638 0.444 Valid I satisfied with airport’s staff who provide passenger need 0.900 0.444 Valid (Y1.2) I satisfied with facilities in the airport (Y1.3) 0.875 0.444 Valid I satisfied with service give by the airport (Y1.4) 0.620 0.444 Valid

Source: Primary Data-SPSS V.21

4.3. Descriptive Demographic Analysis

Description about respondnet profile such as; gender, age, race/nationality, batch, visiting and reason traveling from Soekarno Hatta International Airport.

4.3.1 Respondent Profile

4.3.1.1. Gender Table 4.3 : Descriptive Demographic of Gender

Frequency Percent Valid Percent Cumulative Percent

Male 69 69,0 69,0 69,0

Valid Female 31 31,0 31,0 100,0 Total 100 100,0 100,0 Source: Primary Data-SPSS V.21

There are 100 respondents in total, including 69 males and 31 females. The following pie chart shows the survey data that have more than half respondents Comment [Lc7]: belum selesai are males, and also shows the percentage of male and female in this survey.

4.3.1.2. Age

Table 4.4: Descriptive Demographic of Age

Frequency Percent Valid Percent Cumulative Percent 17 - 20 years old 32 32,0 32,0 32,0 21 - 23 years old 56 56,0 56,0 88,0 Valid 24 - 26 years old 12 12,0 12,0 100,0 Total 100 100,0 100,0 Source: Primary Data-SPSS V.21

Among all the respondents, there are 32 respondents’ age 17 to 20 years old; 56 respondents from 21 to 23 years old; 12 respondents from 24 to 26 years old. The following table and pie chart will shows the distribution of respondents’ age.

4.3.1.3. Race/Nationality Table 4.5 : Descriptive Demographic of Race

Frequency Percent Valid Percent Cumulative Percent Vietnamese 51 51,0 51,0 51,0 Valid Chinese 49 49,0 49,0 100,0 Total 100 100,0 100,0 Source: Primary Data-SPSS V.21

In this result of survey, there are 51 respondents are Vietnamese; 49 respondents are Chinese. The following table and pie chart will shows the distributions of respondents’ race/nationality.

4.3.1.4. Batch

Table 4.6 : Descriptive Demographic of Batch

Frequency Percent Valid Percent Cumulative Percent 2010 33 33,0 33,0 33,0 2011 31 31,0 31,0 64,0 Valid 2012 16 16,0 16,0 80,0 2013 20 20,0 20,0 100,0 Total 100 100,0 100,0 Source: Primary Data-SPSS V.21

Among all the respondents, there are 33 respondents’ batch 2010; 31 respondents batch 2011; 16 respondents batch 2012; 20 respondents batch 2013. The following table and pie chart will shows the distributions of respondents’ batch.

4.3.1.5. Visiting

Table 4.7 : Descriptive Demographic of Visiting Soekarno Hatta International Airport

Frequency Percent Valid Percent Cumulative Percent

Valid Yes 100 100,0 100,0 100,0 Source: Primary Data-SPSS V.21

Based on table an pie chart all of respondents said that they use international terminal at Soekarno-Hatta airport (terminal 2D and/or 2E) for International traveling within the last 12 months. All respondents valid for this research.

4.3.1.6. Reason traveling from Soekarno-Hatta Airport

Table 4.8 : Descriptive Demographic of Reason traveling from Soekarno-Hatta Airport

Frequency Percent Valid Percent Cumulative Percent To go back to home town 52 52,0 52,0 52,0 For the academic/education 27 27,0 27,0 79,0 Valid needs To travel to another country 21 21,0 21,0 100,0 Total 100 100,0 100,0 Source: Primary Data-SPSS V.21

Among all the respondents, there are 52 respondents’ used Soekarno-Hatta airport to go back to their home town; 27 respondents used Soekarno-Hatta for the academic/education needs; 21 respondents used to travel to another country. The following table and pie chart will shows the distributions.

4.3.2 Descriptive Analysis of Independent Variables, Dependent Variables

All the independent variable in this study were examined through descriptive statistics. Respondents’ perceived factors passenger satisfaction will be analyzed in this section. The factors are tangible, reliability, responsiveness, assurance and empathy. As the mean and standard deviation are shown, it allows an analysis of the average figure from the observation and also how widely there are scattered around the mean as standard deviation is a measure of dispersion. The dependent variable in this paper is satisfaction level of customers. And the lastly, the outcome of this research is the complaint behavior resulted from passengers who are dissatisfied with the service given by car dealer.

4.3.2.1 Descriptive Analysis of Tangible

Table 4.9 : Descriptive Statistics for Tangible

Descriptive Statistics

N Mean Std. Deviation I think the airport has modern looking equipment (e.g. x-ray, walk 100 3,62 ,885 through, and metal detector) I feel the employees/airport's staff good looking 100 3,59 ,830 The airport provides cleanliness facilities (e.g. rest room area, 100 3,34 ,977 smoking area, mosque, and waiting area) The airport providing visually appealing equipment (e.g. interior, 100 3,16 1,108 exterior, and garden) Valid N (listwise) 100 Source: Primary Data-SPSS V.21

From the table above, shows that the descriptive statistics for the first independent variable tangible dimension of Service Quality. The means are mostly skewed around 3 and this means that respondent s either neutral or near to agree with this statements in this section of the questionnaire. from statement “The airport has modern looking equipment” has the biggest mean of 3.62. on the other hand, visually appealing equipment, has the lowest mean of 3.16. The responses for the statement of aiport has modern looking equipment are very dispersed around the mean with a value of 0.885.

4.3.2.2 Descriptive Analysis of Reliability

Table 4.10: Descriptive Statistics for Reliability

Descriptive Statistics

N Mean Std. Deviation

The airport terminal signs or symbols are clear 100 3,27 1,033 When airport staff promises to do something by certain time, 100 3,38 1,153 he/she does so Airport should provide their service at the time they promise to 100 3,48 1,010 do so Airport should be dependable in handling customer's service 100 3,49 1,124 problems Valid N (listwise) 100 Source: Primary Data-SPSS V.21

From the table above the descriptive analysis for the scond dimension of Service Quality Reliability. The means are mostly skewed toward 4 and means that most respondents are neutral to agree about in this section of the questionnaire. there is also the possibility that some respondents chose agree or even few of them chose strongly agree which resulted in the higher skew. Dependable in handling customers service problems are having highest mean of 3.49, where as, the statement of the airport terminal sign or symbols are clear has the lowest mean of 3.27. The responses for the statement of airport should be dependable in handling customer’s service problems are very dispersed around the mean with a value of 1.124.

4.3.2.3 Descriptive Analysis of Responsiveness

Table 4.11: Descriptive Analysis of Responsiveness

Descriptive Statistics

N Mean Std. Deviation The airport provides information or real action on the critical 100 3,11 1,127 situation in and during the flight (e.g. weather issues, and flight delays) Airport’s staff will never to busy to respond to passengers 100 3,01 1,078 request Airport’s staff will always be wiling to help passengers 100 3,46 1,132 Airport’s staff will give prompt service passengers 100 3,54 ,904 Valid N (listwise) 100 Source: Primary Data-SPSS V.21

Based on table above, explain about the descriptive analysis for the next Service Quality dimension- Responsiveness. The means are mostly skewed towards 4 and this means that most repondents are neutral to agree with the statements in this section of the questionnaire. there is also the possibility that some respondents chose agree or even few of them chose strongly agree which resulted in the higher skew. Staff will give prompt service passengers are having highest mean of 3.54, while the statement of Airport’s staff will never to busy to respond to passengers request has the lowest mean of 3.01. the responses for the statement of Airport’s staff will never to busy to respond to passengers request are very dispersed around the mean with a value of 0.904.

4.3.2.4 Descriptive Analysis of Assurance

Table 4.12: Descriptive Statistics of Assurance

Descriptive Statistics

N Mean Std. Deviation

Courtesy/helpfulness of airport staff 100 3,28 ,911 Airport's staff instill confidence to passengers 100 3,41 ,975 Sincere and responsive attitude to passengers complaint 100 3,24 ,986 Sincerity and polite in resolving passengers problem 100 3,44 ,880 100 Valid N (listwise)

Source: Primary Data-SPSS V.21

From table above shows the descriptive statistics for the fourth dimension of Service Quality-Assurance. The means skewed around 3 to 4 means that most respondents are neutral about this statement in section of the questionnaire. the statement of sincerity adn polite in resolving passengers problem has highest mean of 3.44. The sincere and responsive attitude to passengers compalint has the lowest mean of 3.24. The statement that has very dispersed around the mean with value of 0.880 is sincerity adn polite in resolving passengers problem.

4.3.2.5 Descriptive Analysis of Empathy

Table 4.13: Descriptive Statistics od Empathy

Descriptive Statistics N Mean Std. Deviation Airport staff understand my specific needs 100 3,26 1,031 Airport staff give passengers individual attention 100 3,55 ,903 Airport’s staff understanding passenger needs 100 3,54 1,068 this airport has operating hours to all passengers 100 3,30 1,176 Valid N (listwise) 100 Source: Primary Data-SPSS V.21

From the table above shows the descriptive statistics of the last dimension of Service Quality-Empathy. The means are mostly skewed around 3 to 4 this means that most respondents are neutral to agree about the statements in this section of the questionnaire. The highest mean with the value of 3.55 is from the statement airport staff give passengers individual attention. The lowest mean with value of 3.26 is from statemen airport staff understand specific needs. The responses for the statement on airport staff give passengers individual attention are very dispersed around the mean with a value 0.903.

4.3.2.6 Descriptive Analysis of Servicescape

Table 4.14: Descriptive Statistics of Servicescape

Descriptive Statistics

N Mean Std. Deviation

Airport provides cleanliness restroom 100 3,15 1,140 Airport provides many option souvenir in souvenir stands 100 3,31 1,032 Interior design in the airport is attractive for passenger 100 3,35 1,029 The airport has an interesting decoration 100 3,22 1,021 E-ticket kiosk help passengers to buy ticket easier 100 3,38 1,090 Information on flight display always update 100 3,41 1,102 Cleanliness facilities in departure area is good 100 3,44 1,183 Cleanliness facilities in waiting room area is good 100 3,46 1,114 100 Valid N (listwise)

Source: Primary Data-SPSS V.21

Table above shows the descriptive statistics of Servicescape. The means of are mostly skewed towards 4 and this means that the most respondents are neutral to agree with the statements in this section of the questionnaire. The highest mean with the value of 3.46 is from the statement cleanliness facilities in waiting room area is good. The lowest mean with the value of 3.15 is from statement Airport provides cleanliness restroom. The responses for the statement on statement cleanliness facilities in waiting room area is good are very dispersed around the mean with a value of 1.114.

4.3.2.7 Descriptive Analysis of Passenger Satisfaction

Table 4.15: Descriptive Statistics of Passenger Satisfaction

Descriptive Statistics

N Mean Std. Deviation

I satisfied with the service provided by the airport 100 3,22 1,124 I satisfied with airport’s staff who provide passengers 100 3,41 1,102 need I satisfied with facilities in the airport 100 3,20 1,101 I satisfied with overall services give by the airport 100 3,24 1,129 100 Valid N (listwise)

Source: Primary Data-SPSS V.21

From the table above indicates that the factors of passenger satisfaction. The means of are mostly skewed towards 4 and this means that the most respondents are neutral to agree with the statements in this section of the questionnaire. The highest mean with the value of 3.41 is from the statement I satisfied with airport’s staff who provide passengers need. The lowest mean with the value of 3.20 is from statement I satisfied with facilities in the airport. The responses for the statement on statement I satisfied with airport’s staff who provide passengers need are very dispersed around the mean with a value of 1.102.

4.4 Multiple Regression

4.4.1 Normality Test

The use of multiple regression in every research or study as it statistical tools is necessary to test the normality of the data that used in the research. In this research, the research. In this research, the researcher used P – P plot (Probability- Probability plot) and Histogramto test the normality of each data.

The data of normality test are taken from the questionnaires with 100 respondents. Figure 4.2 shows the result of normality test by using Normal probability Plot and Histogram in SPSS version 21.

Figure 4.2: Normality Test: P-Plot Graphic

Source: Primary Data-SPSS V.21

The data is considered if the plots are place around the diagonal line and follow the direction of the diagonal line, then the regression model comply the normality. Opposite, if the plots are deviate far away from the diagonal line, then the regression model do not meet the requirement of normality.

In the figure 4.3, the plots are place around the diagonal line and follow the direction of the diagonaal line. Then the regression model comply the normality. The data distributed normally, it means the data is normal.

Figure 4.3: Normality Test: Histogram

Source: Primary Data-SPSS V.21

In the figure 4.3, shows that the data has spreading to all normal curve area and the core of skews curve is in the center of the histogram. Thus, this means the distributed of data is normality.

4.4.2 Autocorrelation Test

Table 4.16: Autocorrelation Test

Model Summaryb

Model R R Square Adjusted R Std. Error of the Durbin-Watson Square Estimate

a 1 ,599 ,359 ,318 ,61117 1,844 a. Predictors: (Constant), Se, Tan, Assuranc, Emp, Res, Rel b. Dependent Variable: Ps

Source: Primary Data-SPSS V.21

From number Durbin-Watson (DW) above, show that the value DW is 1.844. This value bigger than 1 and smaller than 3. In summary 1 < 1.844 < 3, because value of DW located in between two numbers/figures limitation autocorrelation, then can be conclude this research no indication of autocorrelation problem.

Based on the table above, the adjustment in the "Adjusted R Square" value in the output tables is a correction for the number of independent variables (Servqual dimension and Servicescape) included in the prediction model. In general, the smaller the N and the larger the number of variables, the greater the adjustment. In the example data, the results could be reported as "31.8% , so that means there are still 68.2% (100-31.8) factors that influence passenger satisfaction in Soekarno Hatta International Airport that did not mention in this study.

4.4.3 Multicollinearity Test

Multicollinierity test was analyzed by tolerance and Variance Inflaction Factor. There are two indications shows multicollinearity problem does not exist. First, the value of tolerance is lower than 1. Second, the value of VIF is lower than 10. The result of Multicollinearity tets is as follows in Table 4.17 Tolerance and VIF.

Table 4.17: Tolerance and VIF

Coefficientsa

Collinearity Statistics Model Tolerance VIF (Constant) Tangible ,586 1.706 Reliability ,122 1.460 1 Responsiveness ,718 1,393 Assurance ,845 1,183 Empathy ,742 1,347 SE ,680 1,471

a. Dependent Variable: PS Source: Primary Data-SPSS V.21

From the result in table 4.17, we can see that the value of tolerance of each independent variables is lower than 1, and the value of Value Inflation Factor (VIF) is lower than 10. So there is no indication of multicollinearity problem.

Tangible is one of the independent variables with value VIF of 1.706, it means that 1.706 variance of the coefficient tangible being inflated by multicollinearity. The standard of VIF is 10, so the tangible has no correlation among other independent variables.

Reliability is one of the independent variables with value VIF of 1.460, it means that 1.460 variance of the coefficient reliability being inflated by multicollinearity. The standard of Vif is 10, so the reliability has no correlation among other independent variables.

Responsiveness is one of the independent variables with value VIF of 1.393, it means that 1.393 variance of the coefficient responsiveness being inflated by multicollinearity. The standard of VIF is 10, so the responsiveness has no correlation among other independent variables.

Assurance is one of the independent variables with value VIF of 1.183, it means that 1.183 variance of the coefficient assurance being inflated by multicollinearity.

The standard of VIF is 10, so the assurance has no correlation among other independent variables.

Empathy is one of the independent variables with value VIF of 1.347, it means that 1.347 variance of the coefficient empathy being inflated by multicollinearity. The standard of VIF is 10, so the empathy has no correlation among other independent variables.

Servicescape is one of the independent variables with value VIF of 1.471, it means that 1.471 variance of the coefficient servicescape eing inflated by multicollinearity. The standard of VIF is 10, so the servicescape has no correlation among other independnet variables.

4.4.4 Heteroscedasticity Test

Heteroscedasticity Test is used to analyze the disturbance error which is created by the same variances in one observation to other observations. The regression assumtion would be satisfied if heteroscedasticity does not exist.

Figure 4.4 Result of Heteroscedasticity Test

Source: Primary Data-SPSS V.21

Heteroscedasticity test result on figure 4.4 indicate that the points do not have the clear pattern and the points spread up and below the number 0 (zero) on the Y axis, then there is no heteroscedasticity.

4.4.5 T-test

T-test is used to determine the partial relationship of each independent variable toward dependent variable. The level of significance ia 0.05.

Table 4.18: T-test of Coefficients훼

Coefficientsa

Unstandardized Standardized Model Coefficients Coefficients t Sig. B Std. Error Beta

(Constant) ,457 ,433 1,054 ,295

Tangible ,043 ,126 ,037 ,341 ,734

Reliability ,175 ,112 ,155 1,561 ,122

1 Responsiveness ,098 ,094 ,103 1,046 ,298

Assurance ,160 ,090 ,160 1,773 ,080

Empathy ,254 ,113 ,216 2,241 ,027

Servicescape ,327 ,100 ,328 3,262 ,002

a. Dependent Variable: PS Source: Primary Data-SPSS V.21

Testing Coefficient (T-test) is a method to know each independent variable which are Tangible, Reliability, Responsiveness, Assurance, Empathy, and Servicescape have partially significant influence toward dependent variable Passenger Satisfaction.

In table 4.18, the significant of Tangible (Tan) is 0.734, higher than 0.05; the significant of Reliability (Rel) is 0.122, higher than 0.05; the significant of Responsiveness (Res) is 0.298, higher than 0.05; the significant of Assurance (Assuranc) is 0.080, higher than 0.05; the significant of Empathy (Emp) is 0.027, lower than 0.05; the significant of Servicescape (SE) is 0.002, lower than 0.05;

that means the independent variables of Tangible, Reliability, Responsiveness, and Assurance does not have partially significant influence toward the dependent variable Passenger Satisfaction. Thus, the , , , and hypothesis is

rejected, which stated that there is a significant퐻1 퐻 2partially퐻3 influence퐻4 Tangible, Reliability, Responsiveness, and Assurance toward Passenger Satisfaction.

Meanwhile, the independent variable Empathy, and Servicescape have significant partially influence toward Passenger Satisfaction. Thus, hyphothesis , and

are accepted. 퐻5 퐻6

4.4.6 Multiple Regression Equation Based on the table 4.18, the multiple regression equation with six independent variable can be made as following:

Y= 0 + + + + + + +

1 1 2 2 3 3 4 4 5 5 6 6 Y = 훽0.457훽 +0.254푋 훽 +푋 0.327훽 푋 훽 푋 훽 푋 훽 푋 휀

5 6 Where: 푋 푋

Y = Passenger Satisfaction

β = Intercept (value of Y when = 0)

1 = Tangible 푋

1 푋 = Reliability

2 푋 = Responsiveness

3 푋 = Assurance

4 푋 = Empathy

5 푋 = Servicescape

6 푋 = coefficient of , , , , ,

훽1 − 훽6 푋1 푋2 푋3 푋4 푋5 푋6

1. The coefficient regression of Empathy ( ) is 0.254, means that every 100%

improvement in Empathy ( ) will increase푋5 passenger satisfaction for 25.4% 5 2. The coefficient regression푋 of Servicescape ( ) is 0.327, means that every

100% improvement in Servicescape ( ) will푋 6increase passenger satisfaction for 32.7% 푋6

4.4.7 F-test F test is used to determine whether there is a significant relationship between independent variable and dependent variable. F test works by statistically test the null hypothesis that there is no linear relathionship between independent variable and dependent variable. When the result of significant is lower than 0.05, it means the independent variables in the multiple regression models have significance simultaneously influence the dependent variable.

Table 4.19: F-test of ANOVA

ANOVAa

Sum of Mean Model df F Sig. Squares Square

Regression 19,448 6 3,241 8,678 ,000b

1 Residual 34,739 93 ,374

Total 54,187 99

a. Dependent Variable: PS

b. Predictors: (Constant), SE, Tan, Assuranc, Emp, Res, Rell Source: Primary Data-SPSS V.21

Based on table 4.19, the result of significant is 0.000, lower than 0.05. that means the independent variables of Tangible, Reliability, Responsiveness, Assurance, Empathy, and Servicescape have significant simultaneously influence the Passenger Satisfaction. Thus, hyphothesis is accepted, which stated there is a significant simultaneously influence of servqual퐻7 dimension such as tangible, realibility, responsivenes, assurance, empathy and also servicescape toward passenger satisfaction. Because F-test (8.678) > F table (2.20), so accepted.

퐻7 61

4.5 Interpretation of Result

The result of T-test shows the significant of each Variable which: significant of Tangible (Tan) is 0.896, higher than 0.05; the significant of Reliability (Rel) is 0.882, higher than 0.05; the significant of Responsiveness (Res) is 0.298, higher than 0.05; the significant of Assurance (Assuranc) is 0.080, higher than 0.05; the significant of Empathy (Emp) is 0.027, lower than 0.05; the significant of Servicescape (SE) is 0.002, lower than 0.05; that means the independent variables of Tangible, Reliability, Responsiveness, and Assurance does not have partially significant influence toward the dependent variable Passenger Satisfaction. Thus, the , , , and hypothesis is rejected, which stated that there is a significant퐻1 퐻2 퐻partially3 퐻influence4 Tangible, Reliability, Responsiveness, and Assurance toward Passenger Satisfaction. Meanwhile, the independent variable Empathy, and Servicescape have significant partially influence toward Passenger Satisfaction. Thus, hyphothesis , and are accepted.

5 6 Based on the result of F-test, significant퐻 퐻 is 0.000, lower than 0.05. that means the independent variables of Tangible, Reliability, Responsiveness, Assurance, Empathy, and Servicescape have significant simultaneously influence the Passenger Satisfaction. Thus, hyphothesis is accepted, which stated there is a significant simultaneously influence of servqual퐻7 dimension such as tangible, realibility, responsivenes, assurance, empathy and also servicescape toward passenger satisfaction. Because F-test (8.678) > F table (2.20), so accepted.

7 퐻

CHAPTER V

CONCLUSION AND RECOMMENDATION

In this chapter the researcher will present the conclusion and recommendation which devided from the analysis in the chapter four about the influence of service quality and servicescape toward passenger satisfaction in Soekarno Hatta International Airport. This analysis is to know wether the service quality dimension (tangible, reliability, responsiveness, assurance, empathy) and Servicescape has influenced simultaneously toward the passenger satisfaction in Soekarno Hatta International Airport and which factor of Service quality and Servicescape that significant partially influence Passenger Satisfaction in Soekarno Hatta International Airport based on Hypothesis and statement of problems.

5.1 Conclusion

The hypothesis in this research are:

there is a significant partially influence of tangible toward passenger

퐻satisfaction1

there is a significant partially influence of reliability toward passenger

퐻satisfaction2

there is a significant partially influence of responsiveness toward passenger

퐻satisfaction3

there is a significant partially influence of assurance toward passenger

퐻satisfaction4

there is a significant partially influence of empathy toward passenger

퐻satisfaction5 63

there is a significant partially influence of Servicescape toward passenger

퐻satisfaction6

there is a significant simultaneously influence of servqual dimension (tangible,

퐻reliability,7 responsiveness, assurance, and empathy) and servicescape toward passenger satisfaction.

Based on the T test result which derived from chapter four, showed that among six independent variables in Service quality dimension and Servicescape, there are only two independent variable which partially have significance influence toward the passenger satisfaction in Soekarno Hatta International Airport. The variable which significance toward the independent variable Y is empathy (X5) and servicescape (X6).The rest independent variables of Service quality and Servicescape which not significance toward the Passenger satisfaction in Soekarno Hatta International Airport are tangible (X1), reliability (X2), responsiveness (X3), Assurance (X4).

Based on the F test result which derived from chapter four, it show that all off independent variables of service quality dimension (tangible X1, reliability X2, responsiveness X3, assurance X4, empathy X5) and Servicescape X6 has significance simultaneously influence toward the Passenger satisfaction in Soekarno Hatta International Airport. It can be provent look at the F value and significance value at table 4.19 which present that F value is 8.678 greater than 2.20 and significance value is 0.000 lower than 0.05. Thus, hypothesis is acccepted. 퐻7

That means, based on the T-test and F-test we can conclude the result of testing hypothesis are; , , , has no significant partially influence toward passenger satisfaction,퐻1 퐻2 and퐻3 푎푛푑, 퐻4 has significant partially influence toward passenger satisfaction. However퐻5 푎푛푑 based퐻6 on F-test result , , , , , , and , has significant simultaneously influence toward passenger퐻1 퐻2 satisfaction.퐻3 퐻4 퐻5 퐻6 7 퐻

So, we can conclude for the statement of problem which are :

The relation of Servqual dimension such as tangible, reliability, responsiveness, assurance, empathy and Servicescape has influence significant simultaneously toward passenger satisfaction.

Wheter the Servqual dimension such as tangible, reliability, responsiveness, assurance, empathy and Servicescape in partial just two independent has significant influence toward passenger satisfaction ( empathy and servicescape), thus three independent has no influence partially toward passenger satisfaction (tangible, reliability, responsiveness, and assurance).

5.2 Recommendations

Based on those conclusion drawn above and some finding in this study, there are some possible course of action may be identifed. The following recommendation are ofered as guidlines or suggestion for consideration and posible application by Soekarno Hatta International Airport in dealing with their passengers. The following recommendation are made:

For PT. Angkasa Pura II, based on this research, the researcher just have two independent variables that influence significant toward passenger satisfaction ( empathy and Servicescape) as a service provider and management of Soekarno Hatta International Airport they must improve for the services and the facilities, because for the service company especially airport industry improvement the facilities and service is important factor in determining the passenger satisfaction. According Soriano (2002), stated that the importance of a comfortable atmosphere would continue to increase in the future. The relaxed ambience of the facility, which is decorated with upscale furniture and warns color, is reported to be major factor keeps passenger satisfaction/ or comfortable. And also physical environment attribute (i.e. Servicescape) in theme airport are likely to play a significant role in improving passenger’s perception and behavior (satisfaction)..

For the future research it needs do further research besides the Service quality dimension ( Tangible, Reliability, Responsiveness, Assurance, Empathy) and Servicescape influence toward Passenger satisfaction in Soekarno Hatta International Airport. There are still 68.2% percent of factors that influence Passenger satisfaction in Soekarno Hatta International Airport that did not mention in this study.And also, for future sdudies it is advisable to look for another different populations and the wider population for this study.

REFERENCES

Books

Montgomery, D. C., Peck, E. A. and Vining, G. G. (2001). Introduction to Linear Regression Analysis. 3rd Edition, New York, New York: John Wiley & Sons.

Neuman, William Laurance. (2006). Social research Method. 6th edition. United States: Pearson

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Sekaran, Uma (2010). Reseach Method for Business: Uma Sekaran and Roger Bougie. 5th edition: Springer

Sufren & Yonathan Natanael (2013) Mahir Menggunakan SPSS secara Otodidak. Jakarta: PT Elex Media Komputindo

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Dalley and Bryan Murray (2007) Passengers’ expectations of airport service quality, Journal of Services Marketing. Vol.21, No.7, 492-506

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Kwabena Simpeh (2011) Servicescape nd Customer Patronage of Three Star Hotels in Ghana’s Metropolitan City of Accra, European Journal of Business and Management. Vol.3. No.4. 2011

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Ozlem A (2009), Voice of Turkish Customer: Importance of Expectations and Level of Satisfaction at Airport Facilities. Review of European Studies. Vol.1. No.1

Parasuraman et al (1988) SERVQUAL: A multiple –item Scale or Measuring Consumer Perceptions of ervice Quality, Journal of Retailing, 64. 1

Perunjodi et.al (2010) Service Quality In The Public Service, International Journal Of Management And Marketing Research. Vol.3. No.1

Sakti Adji (2012), Passenger Perception On Airport Terminal Facilities Performance. International Journal of Engineering & Technology. Vol.12. No.2

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Thesis

Hildur (2009), Airport Service Quality, Satisfaction and Loyalty Membership. University of Gothenburg

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Internet Source Centreforaviation. Retrieved 24th 2014 http://centreforaviation.com/profiles/airport-operators-investors/pt-angkasa-pura-ii Unikom, statistic. January 25th 2014 http://elib.unikom.ac.id/files/disk1/502/jbptunikompp-gdl-aristyaary-25075-3-unikom_a- n.pdf Visitor. Retrieved January 24th 2014 http://angkasapura2.co.id Visitor. Retrieved January 24th 2014 http://www.flightstats.com/go/Airport/airportDetails.do?airportCode=CGK

APPENDIX A QUESTIONNAIRE

Pre-Qualifying Questions I. The following questions will ask about your demographic characteristics. The purpose of these questions is for data classification only.

1. What is your gender?  Male  Female

2. How old are you?  17 – 20 years old  24 – 26 years old  21 – 23 years old  Older than 26 years old

3. What is your race?  Vietnamese  Other: ......  Chinese

4. What is your batch?  2010  2012  2011  2013

5. Have you use international terminal at Soekarno – Hatta Airport (terminal 2D and/or 2E) for international traveling within the last 12 months?  Yes  No

6. In what situation or condition you trip or travel from or to Soekarno – Hatta International Airport (Tanggerang, Indonesia)?  To go back to your hometown  For the academic/education needs (Go to President University, Cikarang)  To travel to another country  Others: ……………………………………………………………………………..

I. Please give cross sign (X) to the following statement based on your experience in Soekarno – Hatta International Airport:

1= Strongly Disagree 2= disagree 3= Neutral 4= Agree 5=Strongly Agree

SERVICE QUALITY Tangible 1 I think the airport has modern looking equipment (e.g. x-ray, walk through, and 1 2 3 4 5 metal detector) 2 I feel the employees / airport’s staff good looking 1 2 3 4 5 3 The airport provides cleanliness facilities (e.g. rest room area, smoking area, 1 2 3 4 5 mosque, and waiting area) 4 The airport providing visually appealing equipment (e.g. interior, exterior, and 1 2 3 4 5 garden) Reliability 1 The airport terminal signs or symbols are clear 1 2 3 4 5 2 When airport staff promises to do something by certain time, he/she does so 1 2 3 4 5 3 Airport should provide their service at the tine they promise to do so 1 2 3 4 5 4 Airport should be dependable in handling customer’s service problems 1 2 3 4 5 Responsiveness 1 The airport provides information or real action on the critical situation in and 1 2 3 4 5 during the flight (e.g. weather issues, and flight delays) 2 Airport’s staff will never to busy to respond to passengers request 1 2 3 4 5 3 Airport’s staff will always be wiling to help passengers 1 2 3 4 5 4 Airport’s staff will give prompt service passengers 1 2 3 4 5 Assurance 1 Courtesy / Helpfulness of airport staffs 1 2 3 4 5 2 Airport’s staff instill confidence to passengers 1 2 3 4 5 3 Sincere and responsive attitude to passengers complaint 1 2 3 4 5 4 Sincerity and polite in resolving passengers problem 1 2 3 4 4 Empathy 1 Airport staff understand my specific needs 1 2 3 4 5 2 Airport staff Give passengers individual attention 1 2 3 4 5 3 Airport’s staff understanding passenger needs 1 2 3 4 5 4 This airport has operating hours to all passengers 1 2 3 4 5

SERVICESCAPE 1 Airport provides cleanliness restroom 1 2 3 4 5 2 Airport provides many option souvenir in souvenir stands 1 2 3 4 5 3 Interior design in the airport is attractive for passengers 1 2 3 4 5 4 The airport has an interesting decoration 1 2 3 4 5 5 E-ticket kiosk help passengers to buy ticket easier 1 2 3 4 5 6 Information on flight display always update 1 2 3 4 5 7 Cleanliness facilities in departure area is good 1 2 3 4 5 8 Cleanliness facilities in waiting room area is good 1 2 3 4 5

PASSENGER SATISFACTION 1 I satisfied with the service provided by the airport 1 2 3 4 5 2 I satisfied with airport’s staffs who provide passengers need 1 2 3 4 5 3 I satisfied with facilities in the airport 1 2 3 4 5 4 I satisfied with overall services given by the airport 1 2 3 4 5

APPENDIX B DATA OF QUESTIONNAIRES

Statements 1 2 3 4 5 6 7 8 10 11 12 13 14 15 16 17 18 19 20 21 23 24 25 26 27 28 29 30 31 32 33 34 R 1 4 3 3 2 3 3 4 4 5 4 4 3 4 4 3 3 4 4 4 5 4 4 2 3 3 4 4 4 4 4 2 3 e 2 3 2 2 3 3 2 3 4 2 3 3 3 2 4 3 2 2 2 4 3 3 2 2 2 3 3 3 3 3 3 2 4 s 3 5 4 3 4 4 5 3 4 5 4 2 3 4 3 2 3 3 4 4 3 5 5 4 4 4 3 5 4 5 4 3 4 p 4 4 3 2 3 4 3 5 5 4 4 4 4 4 3 4 4 3 3 3 2 4 3 3 4 4 4 4 3 3 4 4 4 o 5 3 4 3 4 4 4 4 4 5 5 5 5 4 4 4 4 4 4 4 4 4 4 3 3 3 4 4 4 4 4 4 4 n 6 3 3 2 2 2 2 3 3 3 4 2 3 3 3 3 4 2 3 3 4 2 2 2 2 3 3 2 5 3 4 3 4 d 7 2 1 3 2 4 2 5 5 3 3 2 3 2 2 2 2 2 3 2 3 4 3 2 2 3 3 3 4 2 2 3 3 e 8 5 3 5 4 5 4 3 4 4 3 4 5 5 4 3 4 4 4 5 3 4 5 4 3 5 5 4 3 4 3 4 5 n 9 4 4 4 4 4 4 3 4 4 3 4 5 4 3 4 3 4 4 5 4 4 4 3 5 4 4 4 3 4 4 3 4 t 10 3 4 3 2 2 3 3 4 3 2 4 3 3 2 3 4 2 3 3 4 2 4 3 2 4 4 3 4 3 3 2 4 s 11 4 4 3 4 5 2 4 5 3 2 4 3 3 3 2 3 3 4 3 3 3 2 2 2 4 4 5 4 3 3 4 3 12 4 3 3 2 4 3 4 4 4 3 4 3 3 4 4 4 3 3 4 3 3 4 3 2 4 3 4 4 3 4 3 4 13 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 4 4 4 4 14 4 3 3 4 3 4 5 4 4 3 4 3 4 3 4 4 3 4 3 4 3 4 3 4 4 3 5 4 4 2 3 4 15 4 3 4 4 4 2 3 4 4 3 2 2 3 4 3 3 4 2 2 2 4 4 2 4 1 4 2 2 3 4 3 2 16 4 3 4 4 3 4 5 4 3 3 4 5 4 5 5 3 3 3 4 4 4 4 5 5 3 4 4 5 3 3 4 5 17 4 3 4 3 5 4 3 3 4 4 4 3 4 3 4 4 4 3 4 5 4 3 2 2 5 4 4 3 4 3 5 5 18 3 3 3 4 3 4 4 3 2 2 4 3 3 4 2 3 2 2 3 2 3 3 3 2 4 3 3 3 3 2 2 3 19 4 3 5 5 4 5 3 4 5 4 3 4 5 4 4 5 4 5 3 4 4 4 3 5 4 5 4 3 4 5 5 4 20 3 3 4 3 2 3 4 4 2 4 3 4 2 2 4 5 3 2 3 2 2 2 3 3 4 3 3 2 3 2 3 2 21 3 3 4 3 4 3 5 5 5 4 4 4 4 3 3 4 3 3 4 4 4 5 4 5 4 3 3 4 4 4 3 4 22 2 3 3 4 4 4 3 3 4 3 3 3 4 4 3 3 4 5 4 5 4 5 4 4 4 4 5 5 4 5 3 4 23 4 5 4 4 4 3 5 3 3 4 5 4 4 5 4 4 3 3 4 4 2 3 4 3 4 5 3 4 2 3 4 4

24 5 4 5 5 4 4 5 5 4 5 5 4 4 5 5 4 5 4 5 5 5 5 5 5 5 3 5 5 5 5 5 5 25 4 5 5 4 4 5 4 5 5 5 5 5 4 5 5 5 5 4 5 4 4 5 5 5 5 5 5 5 5 5 5 5 26 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 27 3 3 4 3 3 3 3 4 4 3 3 3 3 3 3 4 3 3 3 4 5 3 3 4 3 4 3 4 3 3 3 4 28 4 3 4 4 4 3 4 3 3 4 3 4 4 3 4 3 4 3 4 5 3 4 5 3 4 3 4 4 1 2 3 4 29 4 5 4 5 4 5 4 5 4 5 5 4 4 5 5 4 4 3 4 3 4 3 4 3 3 3 4 3 4 3 3 4 R 30 4 5 5 4 3 4 2 3 4 3 2 5 4 4 3 5 5 3 2 3 5 5 4 3 3 4 5 5 4 5 3 4 e 31 4 4 4 3 3 3 4 4 3 2 4 4 4 3 4 4 5 5 5 4 4 5 3 4 4 4 4 4 4 3 3 3 s 32 1 2 3 3 1 1 2 2 1 3 5 2 2 3 2 4 1 5 3 4 1 1 2 2 4 3 2 5 1 2 3 3 p 33 5 3 4 1 1 1 2 3 1 1 2 2 2 2 3 3 3 2 1 3 1 2 3 4 3 2 1 2 1 2 3 4 o 34 4 5 3 4 1 3 2 2 2 3 2 3 4 5 4 2 2 4 5 1 2 3 5 1 3 4 4 5 4 5 3 3 n 35 2 3 4 2 2 1 3 3 3 2 3 4 2 5 2 3 2 4 1 2 1 2 3 4 5 2 4 3 2 3 4 2 d 36 3 4 4 2 2 4 3 3 4 3 5 2 3 4 1 3 4 2 2 5 3 4 2 3 5 4 3 4 3 4 4 2 e 37 3 4 4 5 4 4 3 1 5 5 4 4 5 3 4 4 4 3 5 5 5 4 5 4 4 5 4 4 5 5 4 5 n 38 5 4 4 4 5 4 5 5 4 3 3 4 5 5 3 3 4 3 5 5 5 5 4 4 3 4 5 5 5 5 5 5 t 39 3 2 4 4 4 2 5 2 3 2 3 4 3 2 4 3 3 2 4 2 4 2 3 3 2 4 2 4 3 2 3 2 s 40 4 3 3 3 5 4 4 3 3 4 3 4 3 4 3 4 3 3 4 4 3 3 4 3 3 4 3 4 3 3 4 3 41 4 4 5 4 3 3 4 2 4 4 3 4 4 3 2 4 3 4 5 4 3 4 2 3 4 3 4 4 3 4 4 3 42 1 2 1 1 2 2 3 1 2 1 1 2 3 2 2 3 3 3 4 2 2 3 2 2 2 2 3 2 2 3 2 3 43 3 3 4 4 4 4 3 4 3 4 4 3 4 5 5 4 5 4 5 5 4 3 5 4 3 4 5 4 2 3 4 5 44 2 3 2 3 1 2 3 3 4 4 4 5 3 4 4 4 3 4 4 4 2 3 3 2 3 4 4 4 3 3 3 3 45 4 5 5 5 3 4 3 5 4 5 5 4 5 4 5 4 4 5 5 3 3 4 4 4 4 5 5 5 4 5 5 4 46 3 4 4 1 4 1 1 1 3 3 3 3 3 3 4 4 4 4 4 4 3 3 5 3 4 4 4 3 3 3 3 3 47 3 3 3 2 2 2 5 5 4 5 5 5 4 3 4 5 3 2 3 2 3 3 2 4 2 3 4 3 3 2 3 3 48 4 3 5 1 3 5 4 3 2 4 3 2 4 3 2 4 4 3 4 2 3 3 3 4 2 5 3 5 1 3 4 4 49 2 3 2 3 3 2 3 2 1 2 1 3 2 3 2 2 1 1 2 3 1 2 1 1 2 3 2 3 2 1 1 1 50 3 3 3 3 2 3 3 3 3 2 3 3 3 3 3 3 3 3 4 3 3 3 3 3 4 4 4 4 3 3 3 3 51 4 4 3 4 3 4 4 3 4 3 4 3 3 4 5 4 3 4 5 3 3 4 4 3 3 4 3 4 3 4 3 4 52 4 4 3 5 3 4 5 4 3 5 4 5 3 3 4 4 5 4 4 4 3 3 3 3 5 5 5 5 4 4 5 3

R 53 5 5 4 4 3 3 4 3 3 2 4 5 3 4 2 2 5 3 5 4 4 3 3 2 5 5 5 5 3 3 3 2 e 54 5 4 5 4 4 5 4 3 5 4 5 4 4 3 4 5 4 4 5 5 5 5 4 4 5 5 5 3 5 4 5 4 s 55 4 4 3 4 4 4 4 5 4 3 4 4 4 5 4 3 4 4 3 4 4 3 4 4 4 4 3 4 3 4 4 4 p 56 3 3 3 3 4 3 3 4 3 3 4 4 3 4 3 3 3 4 3 3 4 4 4 3 4 3 3 4 4 4 3 3 o 57 3 4 4 3 4 3 4 4 3 4 4 3 4 4 4 4 4 4 4 4 4 3 3 3 4 3 4 4 3 4 4 3 n 58 1 2 2 4 2 3 1 4 3 2 4 4 3 3 2 4 3 5 4 2 1 1 2 3 4 5 3 4 2 3 3 5 d 59 4 3 4 4 4 3 4 3 4 3 4 4 3 4 4 4 4 3 4 4 4 4 4 3 4 4 4 3 4 4 3 4 e 60 4 2 3 5 2 1 4 3 1 3 2 3 2 4 2 3 1 5 4 3 5 2 1 3 5 1 4 3 4 3 4 2 n 61 4 4 3 5 3 4 2 4 5 3 4 4 2 3 4 4 5 4 4 3 3 4 4 2 4 4 4 3 5 4 4 4 t 62 4 5 4 4 4 5 3 4 1 3 4 5 4 4 3 4 4 2 5 4 3 4 4 4 4 3 5 5 4 3 4 4 s 63 4 4 5 3 3 4 4 4 2 3 2 1 1 2 3 3 3 4 4 4 4 5 5 4 4 4 4 4 3 4 4 4 64 4 4 3 3 3 3 3 4 3 3 2 3 2 3 3 4 2 3 4 2 3 3 3 3 5 5 6 1 2 3 2 3 65 4 3 4 3 2 4 4 3 3 4 5 3 2 4 4 2 2 3 3 2 1 5 4 3 4 3 3 2 2 5 1 2 66 4 3 4 3 3 4 5 2 4 3 5 3 3 4 3 3 3 4 3 3 3 4 5 5 3 1 3 4 1 1 1 1 67 4 3 4 1 4 4 4 3 1 3 5 3 3 4 2 3 3 4 3 5 4 2 3 4 4 3 4 2 4 4 5 5 68 4 3 3 2 2 4 3 2 4 2 5 3 3 4 2 3 4 4 3 1 3 3 4 5 5 5 5 2 3 4 1 3 69 5 4 2 1 3 3 2 3 3 3 4 3 2 4 2 3 4 3 3 4 4 4 4 3 3 5 5 5 5 5 5 5 70 5 4 2 1 3 5 2 5 3 2 3 3 2 3 2 4 4 4 3 3 3 3 3 3 1 1 1 1 2 2 2 2 71 5 4 4 2 2 5 3 5 3 1 3 2 2 3 4 4 4 4 4 2 4 3 4 1 5 4 3 3 3 3 3 4 72 4 4 4 2 2 5 3 4 3 2 2 2 3 3 2 4 2 4 4 1 3 2 3 3 2 2 2 3 4 4 4 5 73 3 3 4 2 2 5 3 3 3 4 5 3 2 4 4 4 4 3 3 5 3 4 4 4 3 2 2 3 4 5 4 3 74 3 4 3 2 3 5 4 3 3 4 4 3 4 5 3 4 2 3 3 4 1 2 2 3 2 2 3 4 4 5 4 1 75 3 5 2 2 4 5 4 3 3 4 3 3 4 4 2 2 2 3 5 3 5 4 3 2 3 2 1 3 4 4 5 4 76 3 5 2 3 3 5 4 1 3 3 2 1 5 4 4 5 2 3 3 2 2 3 4 1 3 5 1 5 3 2 1 1 77 4 3 2 3 4 5 4 2 1 2 5 2 4 2 3 3 2 3 4 3 5 5 4 3 1 5 5 5 5 5 5 4 78 4 3 2 3 4 4 4 2 1 3 5 2 4 3 3 3 2 3 4 5 1 2 3 4 1 2 3 4 5 1 5 4 79 4 4 3 3 4 1 4 2 2 3 5 4 4 2 2 3 1 4 2 1 1 2 2 3 4 3 2 1 5 4 3 2 80 3 4 4 3 4 2 3 2 2 1 4 4 4 2 4 2 1 4 3 4 1 2 3 4 2 3 1 4 1 1 2 2 81 3 4 3 3 5 2 2 2 3 2 4 4 4 3 3 4 3 4 4 3 3 2 1 4 3 2 1 5 4 3 3 3

82 4 3 3 4 5 2 2 5 2 3 3 4 2 3 2 2 3 4 5 2 1 2 3 4 3 1 2 3 1 1 3 1 83 4 3 2 3 5 3 2 5 3 2 2 4 4 4 2 2 4 4 1 1 3 2 2 1 4 1 3 3 2 4 1 1 84 4 4 4 3 3 3 2 5 2 3 2 4 4 2 2 3 5 4 2 5 3 3 2 1 2 2 3 2 2 2 2 3 85 4 3 4 2 2 3 2 5 3 4 2 4 2 3 2 2 4 2 3 4 4 4 3 3 3 4 3 2 3 3 4 3 86 4 4 4 1 3 2 3 5 4 3 1 4 3 2 3 4 4 3 3 3 2 2 4 3 2 3 3 2 2 2 2 2 87 2 4 2 2 3 5 3 5 3 1 1 4 3 2 5 3 4 3 4 2 3 3 4 4 2 3 3 4 2 2 2 2 R 88 3 4 3 2 4 5 3 4 2 2 5 4 3 2 4 3 4 2 4 1 2 3 3 4 2 3 2 2 4 3 2 2 e 89 3 4 3 1 4 4 2 3 1 3 4 4 2 3 4 4 4 4 5 4 3 4 4 3 2 4 2 2 5 5 2 2 s 90 3 4 4 2 5 3 4 3 2 2 4 4 3 4 4 3 2 5 1 4 2 4 2 3 2 4 1 5 2 4 2 2 p 91 4 4 4 3 3 2 5 2 5 3 3 4 2 4 4 5 3 5 2 3 3 3 4 3 4 4 4 3 2 2 2 2 o 92 4 4 4 3 4 4 1 2 4 2 3 4 3 5 4 5 3 5 3 2 3 4 3 3 2 2 2 2 2 4 2 2 n 93 4 4 2 3 2 3 4 4 3 1 1 4 3 2 4 3 3 5 4 1 4 4 4 4 5 2 3 2 2 5 2 2 d 94 5 4 2 4 1 2 4 4 2 2 3 4 4 1 3 3 4 5 2 5 4 3 3 3 2 2 5 2 2 4 2 2 e 95 4 5 2 4 2 3 4 4 2 3 3 4 2 2 2 1 2 5 3 4 2 2 4 3 4 2 4 2 4 4 2 2 n 96 4 5 2 4 3 2 4 4 4 1 3 4 3 3 4 2 2 3 4 4 3 3 5 4 2 2 2 2 4 4 5 2 t 97 4 4 2 4 3 3 3 4 3 1 3 4 2 4 3 3 3 4 1 3 3 2 5 3 2 2 4 2 4 3 2 4 s 98 4 3 2 4 4 5 5 3 2 1 3 4 3 5 2 3 3 4 2 3 3 2 5 3 4 3 4 2 5 5 3 5 99 3 4 2 4 3 4 5 1 2 3 3 4 4 2 2 3 4 4 3 2 2 3 4 2 2 4 4 3 3 4 3 3 100 3 4 2 4 3 3 4 5 1 2 2 4 3 2 3 2 3 4 3 1 2 4 3 5 2 3 2 2 2 2 3 2 APPENDIX C r Table

Table Critical Value for r Pearson Product Moment df=n- Probability one-tail 2 0.10 0.05 0.025 0.01 0.005 0.0025 0.001 0.0005 Probability two-tails 0.20 0.10 0.05 0.02 0.01 0.01 0.002 0.001 1 0.951 0.988 0.997 1.000 1.000 1.000 1.000 1.000 2 0.800 0.900 0.950 0.980 0.990 0.995 0.998 0.999 3 0.687 0.805 0.878 0.934 0.959 0.974 0.986 0.991 4 0.608 0.729 0.811 0.882 0.917 0.942 0.963 0.974 5 0.551 0.669 0.754 0.833 0.875 0.906 0.935 0.951 6 0.507 0.621 0.707 0.789 0.834 0.870 0.905 0.925 7 0.472 0.582 0.666 0.750 0.798 0.836 0.875 0.898 8 0.443 0.549 0.632 0.715 0.765 0.805 0.847 0.872 9 0.419 0.521 0.602 0.685 0.735 0.776 0.820 0.847 10 0.398 0.497 0.576 0.658 0.708 0.750 0.795 0.823 11 0.380 0.476 0.553 0.634 0.684 0.726 0.772 0.801 12 0.365 0.458 0.532 0.612 0.661 0.703 0.750 0.780 13 0.351 0.441 0.514 0.592 0.641 0.683 0.730 0.760 14 0.338 0.426 0.497 0.574 0.623 0.664 0.711 0.742 15 0.327 0.412 0.482 0.558 0.606 0.647 0.694 0.725 16 0.317 0.400 0.468 0.543 0.590 0.631 0.678 0.708 17 0.308 0.389 0.456 0.529 0.575 0.616 0.662 0.693 18 0.299 0.378 0.444 0.516 0.561 0.602 0.648 0.679 19 0.291 0.369 0.433 0.503 0.549 0.589 0.635 0.665 20 0.284 0.360 0.423 0.492 0.537 0.576 0.622 0.652 21 0.277 0.352 0.413 0.482 0.526 0.565 0.610 0.640 22 0.271 0.344 0.404 0.472 0.515 0.554 0.599 0.629 23 0.265 0.337 0.396 0.462 0.505 0.543 0.588 0.618 24 0.260 0.330 0.388 0.453 0.496 0.534 0.578 0.607 25 0.255 0.323 0.381 0.445 0.487 0.524 0.568 0.597 26 0.250 0.317 0.374 0.437 0.479 0.515 0.559 0.588 27 0.245 0.311 0.367 0.430 0.471 0.507 0.550 0.579 28 0.241 0.306 0.361 0.423 0.463 0.499 0.541 0.570 29 0.237 0.301 0.355 0.416 0.456 0.491 0.533 0.562 30 0.233 0.296 0.349 0.409 0.449 0.484 0.526 0.554 35 0.216 0.275 0.325 0.381 0.418 0.452 0.492 0.519 40 0.202 0.257 0.304 0.358 0.393 0.425 0.463 0.490 45 0.190 0.243 0.288 0.338 0.372 0.403 0.439 0.465 50 0.181 0.231 0.273 0.322 0.354 0.384 0.419 0.443 60 0.165 0.211 0.250 0.295 0.325 0.352 0.385 0.408 70 0.153 0.195 0.232 0.274 0.302 0.327 0.358 0.380 80 0.143 0.183 0.217 0.257 0.283 0.307 0.336 0.357 90 0.135 0.173 0.205 0.242 0.267 0.290 0.318 0.338 100 0.128 0.164 0.195 0.230 0.254 0.276 0.303 0.321 150 0.105 0.134 0.159 0.189 0.208 0.227 0.249 0.264 200 0.091 0.116 0.138 0.164 0.181 0.197 0.216 0.230 300 0.074 0.095 0.113 0.134 0.148 0.161 0.177 0.188 400 0.064 0.082 0.098 0.116 0.128 0.140 0.154 0.164 500 0.057 0.073 0.088 0.104 0.115 0.125 0.138 0.146 1000 0.041 0.052 0.062 0.073 0.081 0.089 0.098 0.104 APPENDIX D F Table

APPENDIX E t Table

APPENDIX F – Validity Test

APPENDIX G – Multi Regression