@thesis{thesis,
		author={IRHANDI SAPUTRA  EKI},
		title ={ANALISIS TINGKAT KEPUASAN PENUMPANG TERHADAP PELAYANAN SISI DARAT DI BANDAR UDARA INTERNASIONAL SULTAN SYARIF KASIM II PEKANBARU},
		year={2019},
		url={http://eprints.stta.ac.id/2253/},
		abstract={Passenger satisfaction is important for the air transportation business.
The airport terminal is an important component in assessing passenger satisfaction. This study was conducted to determine the characteristics of airport service users.
To determine passenger satisfaction, this study used a questionnaire that refers to "5 dimensions, namely: Responsiveness, Assurance, Empathy, Tangible,
Realibility using a Likert scale. This study was conducted at Sultan Syarif Kasim II Airport, Peambaru, Riau. In this study, the sample was domestic passengers at Sultan Syarif Kasim II Airport. The data processing used the GAP method and the final analysis used the Cartesian Diagram and Ishikawa Diagram.
From the GAP calculation, it is known that the 5 dimensions are the benchmarks, all of which still have GAP. In the tangible indicator has a gap of -0.75 then the Reability indicator is -0.77 the Responsiveness indicator has a gap of -0.78 the Assurance indicator has a gap of -0.80 and the Empathy indicator has a gap of -0.80. While the results of the Cartesian Diagram analysis show that there are 4 indicators in quadrant II, there are 2 indicators in quadrant III there are 3 indicators The results of the Ishikawa analysis cause the gap because of Humans, Places, Environment, Systems, Machines, Methods.}
		}