BUDAYA HOSPITALITY SEBAGAI STRATEGI DALAM MEMBERIKAN PELAYANAN KEPADA PELANGGAN (TINJAUAN PADA DIREKTORI PELAYANAN PT GARUDA INDONESIA)
| Main Authors: | , IRSYAD HADI SAPUTRA, , Fahmi Prihantoro, SS., SH., MA. |
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| Format: | Thesis NonPeerReviewed |
| Terbitan: |
[Yogyakarta] : Universitas Gadjah Mada
, 2013
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| Subjects: | |
| Online Access: |
https://repository.ugm.ac.id/121784/ http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=61882 |
Daftar Isi:
- As a national flight carrier, PT. Garuda Indonesia has a unique concept in serving the customer. PT. Garuda Indonesia creating Garuda Indonesia experience taken from Indonesia hospitality uniqueness, which translated to five human senses such as sight, sound, scent, taste, and touch. The concept refers to a working a unit that directly touching the customer. This research was conducted in service directory of PT. Garuda Indonesia (Persero) Tbk. Cengkareng, Soekarno-Hatta. This research analyzed the concept of service and its implementation that already conducted. PT. Garuda Indonesia divides service concept into five scopes, such as pre-journey, preflight, in-flight, post-flight, and post-journey. This research used descriptive quantitative that describes situation and condition in the process of implementing the concept of Garuda Indonesia experience in service directory of PT. Garuda Indonesia (Persero) Tbk. Cengkareng, Soekarno-Hatta. This research used primary and secondary data as data source. This research used data collection method such as observation, literature review, interview, and questionnaire. This research showed that Cabin Crew and Sales Office are the working units that already performed well in implementing Garuda Indonesia experience. However, the Airport Handling unit performed not quiet good regarding the management is separated from PT. Garuda Indonesia so that there is a lack in the feeling of ownership.