Analisis Kualitas Pelayanan Maskapai Penerbangan Low Cost Carrier dan Kepuasan Penunpang serta Pengaruhnya Terhadap Loyalitas Pelanggan
| Main Authors: | , MUHAMMAD MAJID, , Prof. Dr. Ir. Siti Malkhamah, M.Sc. |
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| Format: | Thesis NonPeerReviewed |
| Terbitan: |
[Yogyakarta] : Universitas Gadjah Mada
, 2012
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| Subjects: | |
| Online Access: |
https://repository.ugm.ac.id/98454/ http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=54100 |
Daftar Isi:
- Customer satisfaction and loyalty have been investigated in the context of air transport industry, factors such as the value of services tend to be ignored. Low-Ââ��cost airlines or low cost carrier is a new thing in the world of aviation in Indonesia. Service begins with the founding of this flight airline Lion Air in 2000. Low-Ââ��cost airline is one of the marketing strategies of the airlines to remain competitive in the competition and rivalry in the world of aviation both domestically and internationally. In this study, the quality of aviation services is measured using the Air Service Quistionnaires (ASQ), passenger satisfaction using a scale of passenger satisfaction and loyalty using a scale of loyalty. The purpose of this study was to compare the selection criteria passengers between airlines low cost carrier in the world of commercial aviation in Indonesia, especially in the airport Adisutjipto, with the subject of research is low-Ââ��cost passenger airline in Jogjakarta Airport Adisutjipto. The research method used in this study using the method of Importance Performance Analysis (IPA) to see the criteria for each service from low-Ââ��cost airlines. And then, also performed correlation and regression analysis to determine the relationship between the independent variable is the level of service and passenger satisfaction on customer loyalty is the dependent variable. The results of the analysis indicate that the level of loyalty to the low-Ââ��cost airline Air Asia showed a higher value than the two other low-Ââ��cost airlines. The accuracy of the flight schedule, the attitude of officers in dealing with requests pending departure, and the speed of the handling officers in dealing with requests or complaints and to handle the problem of delays in flight schedules are all factors which felt was lacking in the services provided by low-Ââ��cost airlines. Meanwhile, from the analysis of correlation can be seen that more passenger satisfaction exerts a greater influence on customer loyalty than service quality. From the results of regression analysis can be seen that the influence of service quality and passenger satisfaction jointly on customer loyalty is to the airline Lion Air for 51.6%, in 49.7% of Wings Air, and Air Asia at 50.4%.