| In the present study aims to determine whether or not there are differences in the expectations of each character respondents to the dimensions of service quality . The respondent character is a character based on differences in nationality ( Indonesian , Asian , European , and American ) , the purpose of traveling ( Indonesia, Asia , Europe , and America ) , the benefit of traveling ( Business , Vacationing and Visiting Family ) , as well as the most frequently visited Terminal ( Terminal 1 , Terminal 2 and Terminal 3 ) . While the quality of service here used 5 SERVQUAL dimensions namely Tangible , Responsiveness , Reliability , Assurance , and Empathy . Total respondents were used in the present study as many as 409 respondents . With the data obtained , not all of it included in data processing , there are cuts of data from 409 381 data into the data because the data is discarded to 28 are considered to interfere with the course of the research method used in the present study is the MANOVA . Where MANOVA has the prerequisite test that must be normally distributed and homogeneous , if there are not in accordance with the requirements , the processing of data that violates the rules of using the Kruskal-Wallis test . From the research results obtained , differences in expectations for the quality of service obtained from respondents with different traveling purposes , and respondents with different terminal most frequently visited , while the respondents with different nationality , and respondents with different interests are traveling there is no difference from one another in therein . |