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Daftar Isi

HALAMAN JUDUL.................................................................................................

HALAMAN PENGESAHAN...................................................................................

ABSTRACT............................................................................................................

KATA PENGANTAR...............................................................................................

DAFTAR ISI............................................................................................................

DAFTAR TABEL.....................................................................................................

DAFTAR GAMBAR................................................................................................

BAB I PENDAHULUAN
A. Latar Belakang Penelitian...............................................................................
1
B. Rumusan Masalah..........................................................................................
5
C. Tujuan Penelitian............................................................................................
6
D. Manfaat Penelitian.........................................................................................
6
E. Ruang Lingkup/Batasan Penelitian................................................................
6
F. Sistematika Penulisan....................................................................................
7

BAB II TINJAUAN PUSTAKA

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A. Angkutan Umum.............................................................................................
8
B. Bandar Udara..................................................................................................
15
C. Sejarah Bandar Udara Sultan Hasanuddin....................................................
18
D. Bidang Usaha Bandar Udara Sultan Hasanuddin..........................................
21
E. Manajemen.....................................................................................................
23
F. Kerangka Konseptual.....................................................................................
39

BAB III METODOLOGI PENELITIAN

A. Rancangan Penelitian.....................................................................................
41
B. Lokasi dan Waktu Penelitian..........................................................................
41
C. Populasi dan Sampel......................................................................................
43
D. Jenis dan Sumber Data..................................................................................
44
E. Teknik Pengumpulan .....................................................................................
44
F. Variabel penelitian...........................................................................................
45
G. Teknik Analisis Data........................................................................................
47
H. Alat Analisis.....................................................................................................
47
I. Definisi Operasional Variabel..........................................................................
57

BAB VI HASIL DAN PEMBAHASAN

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A. Gambaran Umum Wilayah.............................................................................

60
1. Sejarah perusahan...................................................................................
60
2. Bandar Udara Internasional Sultan Hasanuddin.....................................
61
3. Struktur Organisasi Bandar Udara...........................................................
64
4. Uraian Tugas Struktur Organisasi............................................................
64
5. Bidang Pelayanan Bandara.....................................................................
72
6. Taksi Bandara..........................................................................................
73
B. Analisis...........................................................................................................
75
1. Uji Validitas dan Reabilitas........................................................................
75
2. Analisis Customer Satisfaction Index (CSI)..............................................
83
3. Analisis Importance Performance Analisis (IPA)......................................
85
4. Strategi Pengembangan Manajemen Taksi Bandara...............................
88

BAB V KESIMPULAN DAN SARAN

A. Kesimpulan.....................................................................................................
96
B. Saran..............................................................................................................
97

DAFTAR PUSTAKA
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