Faktor-faktor Yang Mempengaruhi Tingkat Kepuasan Wisatawan Dalam Penggunaan Maskapai Penerbangan Airasia di Denpasar.
SKRIPSI
FAKTOR – FAKTOR YANG MEMPENGARUHI TINGKAT
KEPUASAN WISATAWAN DALAM PENGGUNAAN
MASKAPAI PENERBANGAN AIR ASIA DI DENPASAR
OLEH :
ERL VANIA PAULALENGAN
1212025047
PROGRAM STUDI INDUSTRI PERJALANAN WISATA
FAKULTAS PARIWISATA
UNIVERSITAS UDAYANA
2016
FAKTOR-FAKTOR YANG MEMPENGARUHI
TINGKAT KEPUASAN WISATAWAN DALAM
PENGGUNAAN AIRASIA DI DENPASAR
Nama : Erl Vania Paulalengan
NIM
: 1212025047
Skripsi ini telah Lulus dengan predikat Cum Laude pada tanggal 29 Agustus 2016
di Program Studi S1 Industri Perjalanan Wisata Fakultas Pariwisata Universitas
Udayana.
Disetujui Oleh:
Pembimbing I,
Pembimbing II,
I Made Kusuma Negara, S.E., M.Par
NIP. 197805292003121001
Ni Putu Eka Mahadewi, S.E., M.Par
NIP. 197501232003122001
Mengetahui,
Dekan Fakultas Pariwisata
Universitas Udayana
Ketua Program Studi
S1 Industri Perjalanan Wisata
Universitas Udayana
Drs. I Made Sendra, M.Si
NIP. 196508222000031001
I Made Kusuma Negara, S.E., M.Par
NIP. 197805292003121001
v
DAFTAR ISI
Halaman
JUDUL .................................................................................................................................. i
ABSTRAK ............................................................................................................................ ii
ABSTRACT .......................................................................................................................... iii
HALAMAN PERSETUJUAN TIM PENGUJI ................................................................. iv
HALAMAN PENGESAHAN .............................................................................................. v
KATA PENGANTAR .......................................................................................................... vi
DAFTAR ISI......................................................................................................................... viii
DAFTAR TABEL ................................................................................................................ x
DAFTAR LAMPIRAN ........................................................................................................ xi
BAB I PENDAHULUAN
1.1 Latar Belakang Masalah ......................................................................................
1.2 Rumusan Masalah ................................................................................................
1.3 Tujuan Penelitian .................................................................................................
1.4 Manfaat Penelitian ...............................................................................................
1.5 Sistematika Penulisan .........................................................................................
1
13
13
14
14
BAB II TINJAUAN PUSTAKA
2.1 Tinjauan Penelitian Sebelumnya..........................................................................
2.2 Tinjauan Konsep/Teori ........................................................................................
2.2.1 Tinjauan Mengenai Wisatawan..........................................................
2.2.2 Tinjauan Mengenai Transportasi Udara.............................................
2.2.3 Tinjauan Mengenai Maskpai Penerbangan ........................................
2.2.4 Tinjauan Mengenai Kepuasan............................................................
2.2.5 Tinjauan Mengenai Kepuasan Wisatawan .........................................
16
20
20
23
25
30
33
BAB III METODE PENELITIAN
3.1 Lokasi Penelitian ..................................................................................................
3.2 Definisi Operasional Variabel..............................................................................
3.3 Jenis dan Sumber Data
3.3.1
Jenis Data .........................................................................................
3.3.2
Sumber Data .....................................................................................
3.4 Teknik Pengumpulan Data ...................................................................................
3.4.1
Kuesioner.........................................................................................
3.4.2
Studi Kepustakaan ...........................................................................
3.4.3
Dokumentasi ....................................................................................
3.5 Teknik Penentuan Sampel....................................................................................
3.6 Teknik Analisis Data............................................................................................
3.6.1
Analisis Pengujian Instrumen Penelitian .........................................
vi
38
38
40
40
41
41
42
42
44
45
45
3.6.2
Analisis Faktor ................................................................................. 45
BAB IV HASIL DAN PEMBAHASAN
4.1 Gambaran Umum .................................................................................................
4.1.1
Sejarah Airasia ................................................................................
4.1.2
Gambaran Umum Responden ........................................................
4.1.2.1 Gambaran Umum Responden Berdasarkan Umur ...............
4.1.2.2 Gambaran Umum Responden Berdasarkan Pekerjaan .......
4.1.2.3 Gambaran Umum Responden Berdasarkan
Kewarganegaraan .................................................................
4.1.2.4 Gambaran Umum Responden Berdasarkan Jenis Kelamin..
4.1.2.5 Gambaran Umum Responden Berdasarkan
Pendidikan Terakhir.............................................................
4.2 Hasil Faktor Yang Mempengaruhi Tingkat Kepuasan Wisatawan
dalam Penggunaan Maskapai Penerbangan Airasia............................................
4.2.1
Hasil Uji Validitas ............................................................................
4.2.2
Hasil Uji Reliabilitas ........................................................................
4.2.3
Analisis Faktor .................................................................................
4.3 Hasil Faktor Dominan Yang Mempengaruhi Tingkat Kepuasan Wisatawan
dalam Penggunaan Maskapai Penerbangan Airasia ...........................................
4.4 Pembahasan Penelitian .........................................................................................
51
51
52
52
53
54
55
56
57
57
59
59
70
71
BAB V SIMPULAN DAN SARAN
5.1 Simpulan .............................................................................................................. 79
5.2 Saran .................................................................................................................... 80
DAFTAR PUSTAKA
LAMPIRAN
viii
FAKTOR – FAKTOR YANG MEMPENGARUHI TINGKAT
KEPUASAN WISATAWAN DALAM PENGGUNAAN
MASKAPAI PENERBANGAN AIR ASIA DI DENPASAR
OLEH :
ERL VANIA PAULALENGAN
1212025047
PROGRAM STUDI INDUSTRI PERJALANAN WISATA
FAKULTAS PARIWISATA
UNIVERSITAS UDAYANA
2016
FAKTOR-FAKTOR YANG MEMPENGARUHI
TINGKAT KEPUASAN WISATAWAN DALAM
PENGGUNAAN AIRASIA DI DENPASAR
Nama : Erl Vania Paulalengan
NIM
: 1212025047
Skripsi ini telah Lulus dengan predikat Cum Laude pada tanggal 29 Agustus 2016
di Program Studi S1 Industri Perjalanan Wisata Fakultas Pariwisata Universitas
Udayana.
Disetujui Oleh:
Pembimbing I,
Pembimbing II,
I Made Kusuma Negara, S.E., M.Par
NIP. 197805292003121001
Ni Putu Eka Mahadewi, S.E., M.Par
NIP. 197501232003122001
Mengetahui,
Dekan Fakultas Pariwisata
Universitas Udayana
Ketua Program Studi
S1 Industri Perjalanan Wisata
Universitas Udayana
Drs. I Made Sendra, M.Si
NIP. 196508222000031001
I Made Kusuma Negara, S.E., M.Par
NIP. 197805292003121001
v
DAFTAR ISI
Halaman
JUDUL .................................................................................................................................. i
ABSTRAK ............................................................................................................................ ii
ABSTRACT .......................................................................................................................... iii
HALAMAN PERSETUJUAN TIM PENGUJI ................................................................. iv
HALAMAN PENGESAHAN .............................................................................................. v
KATA PENGANTAR .......................................................................................................... vi
DAFTAR ISI......................................................................................................................... viii
DAFTAR TABEL ................................................................................................................ x
DAFTAR LAMPIRAN ........................................................................................................ xi
BAB I PENDAHULUAN
1.1 Latar Belakang Masalah ......................................................................................
1.2 Rumusan Masalah ................................................................................................
1.3 Tujuan Penelitian .................................................................................................
1.4 Manfaat Penelitian ...............................................................................................
1.5 Sistematika Penulisan .........................................................................................
1
13
13
14
14
BAB II TINJAUAN PUSTAKA
2.1 Tinjauan Penelitian Sebelumnya..........................................................................
2.2 Tinjauan Konsep/Teori ........................................................................................
2.2.1 Tinjauan Mengenai Wisatawan..........................................................
2.2.2 Tinjauan Mengenai Transportasi Udara.............................................
2.2.3 Tinjauan Mengenai Maskpai Penerbangan ........................................
2.2.4 Tinjauan Mengenai Kepuasan............................................................
2.2.5 Tinjauan Mengenai Kepuasan Wisatawan .........................................
16
20
20
23
25
30
33
BAB III METODE PENELITIAN
3.1 Lokasi Penelitian ..................................................................................................
3.2 Definisi Operasional Variabel..............................................................................
3.3 Jenis dan Sumber Data
3.3.1
Jenis Data .........................................................................................
3.3.2
Sumber Data .....................................................................................
3.4 Teknik Pengumpulan Data ...................................................................................
3.4.1
Kuesioner.........................................................................................
3.4.2
Studi Kepustakaan ...........................................................................
3.4.3
Dokumentasi ....................................................................................
3.5 Teknik Penentuan Sampel....................................................................................
3.6 Teknik Analisis Data............................................................................................
3.6.1
Analisis Pengujian Instrumen Penelitian .........................................
vi
38
38
40
40
41
41
42
42
44
45
45
3.6.2
Analisis Faktor ................................................................................. 45
BAB IV HASIL DAN PEMBAHASAN
4.1 Gambaran Umum .................................................................................................
4.1.1
Sejarah Airasia ................................................................................
4.1.2
Gambaran Umum Responden ........................................................
4.1.2.1 Gambaran Umum Responden Berdasarkan Umur ...............
4.1.2.2 Gambaran Umum Responden Berdasarkan Pekerjaan .......
4.1.2.3 Gambaran Umum Responden Berdasarkan
Kewarganegaraan .................................................................
4.1.2.4 Gambaran Umum Responden Berdasarkan Jenis Kelamin..
4.1.2.5 Gambaran Umum Responden Berdasarkan
Pendidikan Terakhir.............................................................
4.2 Hasil Faktor Yang Mempengaruhi Tingkat Kepuasan Wisatawan
dalam Penggunaan Maskapai Penerbangan Airasia............................................
4.2.1
Hasil Uji Validitas ............................................................................
4.2.2
Hasil Uji Reliabilitas ........................................................................
4.2.3
Analisis Faktor .................................................................................
4.3 Hasil Faktor Dominan Yang Mempengaruhi Tingkat Kepuasan Wisatawan
dalam Penggunaan Maskapai Penerbangan Airasia ...........................................
4.4 Pembahasan Penelitian .........................................................................................
51
51
52
52
53
54
55
56
57
57
59
59
70
71
BAB V SIMPULAN DAN SARAN
5.1 Simpulan .............................................................................................................. 79
5.2 Saran .................................................................................................................... 80
DAFTAR PUSTAKA
LAMPIRAN
viii