ANALISIS KUALITAS LAYANAN MASKAPAI PENERBANGAN DENGAN SISTEM FULL SERVICE CARRIER TERHADAP KEPUASAN PENUMPANG

ANASTASIA IPAH WUWUR, DEWI (2016) ANALISIS KUALITAS LAYANAN MASKAPAI PENERBANGAN DENGAN SISTEM FULL SERVICE CARRIER TERHADAP KEPUASAN PENUMPANG. S2 thesis, UAJY.

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Abstract

Customers’ satisfaction is important thing in aviation world context, especially air transportation. In full service carrier flight such as Garuda Indonesia Airline, customers’ satisfaction becomes the special attention for them. The airline always maintains customers’ satisfaction quality during flight activity. When quality is well-maintained, customers’ satisfaction is higher and they will be loyal to use the same airline for their air transportation. The objective of conducting this research is to measure the service of Garuda Indonesia airline for short route. This research is conducted through some stages, which are validity and reliability test, sample number determination and questionnaire distribution. The data collection is done through questionnaire distribution to users of Garuda Indonesia Airline’s service. The numbers of respondents are 87 people. The analysis is done by calculating Importance Performance Analysis (IPA), Service Quality (Servqual), and Customer Satisfaction Index (CSI), while the minimum standard measurement of security uses Air Transportation Minister Regulation Number 38 year 2015 on Service Standard of domestic air transportation passengers on the airplane. Overall, the level of customers’ satisfaction towards service provided by Garuda Indonesia airline uses Customer Satisfaction Index, which is 85.52%. It means that customers are satisfied in tangible dimension. On quality measurement using Service Quality, respondents answer positively which means that all services are good, however it should be improved. On tangible dimension with Importance Performance Analysis, the main attribute is in quadrant of achievement maintenance. The most prominent of attribute reliability dimension is achievement maintenance and exaggerating quadrant. The most prominent of attribute assurance, empathy and balance dimensions are on achievement maintenance.

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