Analisis Pelayanan Maskapai Penerbangan PT “X” Rute Jakarta-Batam Berdasarkan Persepsi Penumpang
The complexity of competition in the air transport industry causing any company or airlines have to improve the quality of service to the customer. This study uses the variable consists of 23 attributes of services that includes 5 SERVQUAL dimensions namely reliability, responsiveness , empathy , as...
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| Format: | Article |
| Language: | English |
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Air Transportation Research and Development Center
2013-09-01
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| Series: | Warta Ardhia: Jurnal Perhubungan Udara |
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| Online Access: | http://www.wartaardhia.com/index.php/wartaardhia/article/view/119 |
| Summary: | The complexity of competition in the air transport industry causing any company or airlines have to improve the quality of service to the customer. This study uses the variable consists of 23 attributes of services that includes 5 SERVQUAL dimensions namely reliability, responsiveness , empathy , assurance and tangibles . Importance Performance Analysis Methods and Customer Satisfaction Index is used to analyze the primary data . The results showed that there are three (3 ) service attributes that are in quadrant priorities for improved / enhanced service which are ( A4 ) on-time performance of airline service, (Re5) ease of reservation and ( Rs3 ) ease of buying a ticket and check -in service at the airport . Customer Satisfaction Index of PT " X " airline Jakarta - Batam route amounted to 85.61 % which is very good.
Kompleksitas persaingan dalam industri angkutan udara atau penerbangan menyebabkan setiap perusahaan harus selalu meningkatkan kualitas pelayanan agar kepuasan pelanggan dapat terwujud. Penelitian ini menggunakan variabel yang dalam terdiri dari 23 Atribut jasa yang meliputi 5 dimensi model Servqual yaitu reliabilitas, daya tanggap, empati, jaminan dan bukti fisik.Metode Importance Performance Analysis dan Customer Satisfaction Index digunakan untuk menganalisis data primer tersebut. Hasil penelitian menunjukkan bahwa terdapat 3 (tiga) atribut jasa yang berada pada kuadran prioritas untuk diperbaiki/ ditingkatkan pelayanannya yaitu (A4) kinerja tepat waktu pelayanan penerbangan, (Re5) kemudahan reservasi dan (Rs3) membeli tiket dan pelayanan check in di Bandar Udara. Nilai Customer Satisfaction Index pelayanan maskapai penerbangan PT “X” rute Jakarta-Batam adalah sebesar 85.61%. Pelayanan maskapai penerbangan PT “X” rute Jakarta-Batam tersebut mempunyai nilai indek kepuasan penumpang yang sangat baik (very good). |
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| ISSN: | 0215-9066 2528-4045 |