Pengaruh Fasilitas Ruang Tunggu Keberangkatan Domestik dan Kualitas Pelayanan ​Passanger Handling ​Terhadap Kenyamanan Penumpang di Bandar Udara Juanda Surabaya di Masa Covid-19

AbstrakDi Indonesia kasus penularan covid-19 ini menyebar begitu cepat sehingga pemerintah membuat kebijakan untuk meminimalisirkan penyebaran covid-19. Dengan adanya kebijakan tersebut sektor ekonomi di Indonesia menurun, khususnya di sektor transportasi udara mengalami kerugian yang cukup besar, ini juga terjadi pada Bandar Udara Internasional Juanda Surabaya. Oleh karena itu, tujuan penelitian ini adalah untuk mengetahui pengaruh fasilitas ruang tunggu keberangkatan domestik dan kualitas pelayanan passenger handling secara parsial dan simultan terhadap kenyamanan penumpang di Bandar Udara Internasional Juanda Surabaya di masa covid-19. Penelitian ini menggunakan metode kuantitatif dengan menyebarkan kuesioner kepada 100 responden yang menggunakan jasa di Bandar Udara Internasional Juanda yang disebarkan secara offline dan online. Teknik pengambilan sampel dengan menggunakan teknik non probability sampling daan purposive sampling.Hasil dari penelitian ini yaitu i) fasilitas ruang tunggu keberangkatan domestik berpengaruh terhadap kenyamanan penumpang di Bandar Udara Internasional Juanda Surabaya berdasarkan hasil yang diperoleh thitung 3,788 > ttabel 1,985. ii) kualitas pelayanan passenger handling berpengaruh terhadap kenyamanan penumpang di Bandar Udara Internasional Juanda Surabaya berdasarkan hasil yang diperoleh thitung 4,300 > ttabel 1,985. iii) berdasarkan hasil uji F menunjukkan bahwa fasilitas ruang tunggu keberangkatan domestik dan kualitas pelayanan passenger handling berpengaruh simultan terhadap kenyamanan penumpang di Bandar Udara Internasional Juanda Surabaya berdasarkan hasil yang diperoleh fhitung 56,085 > ftabel  3,09. Dengan nilai koefisien determinasi sebesar 0,536 yang menunjukkan bahwa variabel dependen berpengaruh secara simultan terhadap variabel independen dengan sebesar 53,6% dan sisanya dipengaruhi oleh variabel lain.Kata kunci: Fasilitas ruang tunggu keberangkatan domestik, Kualitas Pelayanan, Kenyamanan Penumpang  AbstractIn Indonesia, cases of COVID-19 transmission are spreading so fast that the government has made policies to minimize the spread of COVID-19. With this policy, the economic sector in Indonesia has declined, especially in the air transportation sector, which has experienced a large loss, this also happened to Juanda International Airport, Surabaya. Therefore, the purpose of this study was to determine the effect of the domestic departure waiting room facilities and the quality of passenger handling services partially and simultaneously on the comfort of passengers at Juanda International Airport Surabaya during the covid-19 period. This study uses a quantitative method by distributing questionnaires to 100 respondents who use services at Juanda International Airport which are distributed offline and online. The sampling technique used was non-probability sampling and purposive sampling.The results of this study are i) domestic departure waiting room facilities affect passenger comfort at Juanda International Airport Surabaya based on the results obtained tcount 3.788 > ttable 1.985. ii) the quality of passenger handling services affects the comfort of passengers at Juanda International Airport Surabaya based on the results obtained tcount 4,300 > ttable 1,985. iii) based on the results of the F test, it shows that the domestic departure waiting room facilities and the quality of passenger handling services have a simultaneous effect on passenger comfort at Juanda International Airport, Surabaya based on the results obtained fcount 56.085 > ftable 3.09. With a coefficient of determination of 0.536 which indicates that the dependent variable simultaneously influences the independent variable by 53.6% and the rest is influenced by other variables.Keywords: Domestic departure waiting room facilities, Service Quality, Passenger Comfor