Analisis Kepuasan Pelanggan terhadap Kualitas Layanan Situs Garuda Indonesia
This study aims to analyze customer satisfaction towards service quality provided by the website of PT Garuda Indonesia (Persero) Tbk. (www.garudaindonesia. com). Electronic service quality�s model used in this study is NetQual model (Bressolles, 2006) which consists of 18 variables representing t...
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| Format: | Thesis |
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[Yogyakarta] : Universitas Gadjah Mada
2013
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| Subjects: |
| _version_ | 1826046157016530944 |
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| author | , Meishkafadiah Alkaff , Dr. Didi Achjari, S.E., M.Com., Akt. |
| author_facet | , Meishkafadiah Alkaff , Dr. Didi Achjari, S.E., M.Com., Akt. |
| author_sort | , Meishkafadiah Alkaff |
| collection | UGM |
| description | This study aims to analyze customer satisfaction towards service quality
provided by the website of PT Garuda Indonesia (Persero) Tbk. (www.garudaindonesia.
com). Electronic service quality�s model used in this study is NetQual
model (Bressolles, 2006) which consists of 18 variables representing the five
dimensions of service quality, namely information, ease of use, design, reliability,
and privacy / security.
This study carried out by quantitative descriptive approach and type of
case study research is supported by a survey of 110 respondents who have made
transactions on the internet booking engine in 2011. Data analysis of research is
using two methods of analysis. First, the importance-performance analysis which
describes by quadrant analysis and gap analysis. Second, analysis of customer
satisfaction index (customer satisfaction index).
The results showed that, overall, the customer / visitor Garuda Indonesia�s
website has been satisfied with the service quality with customer satisfaction
index score of 73.98%. However, if seen by quadrant and gap analysis, be
concluded that the overall performance of the service site is still below
expectations of customers, particularly on the dimensions of ease of use with the
average value of gap score -0.64 and so that this dimension is set to the priorities
that need to be repaired and improved its performance. |
| first_indexed | 2024-03-13T22:48:46Z |
| format | Thesis |
| id | oai:generic.eprints.org:119148 |
| institution | Universiti Gadjah Mada |
| last_indexed | 2024-03-13T22:48:46Z |
| publishDate | 2013 |
| publisher | [Yogyakarta] : Universitas Gadjah Mada |
| record_format | dspace |
| spelling | oai:generic.eprints.org:1191482016-03-04T08:40:46Z https://repository.ugm.ac.id/119148/ Analisis Kepuasan Pelanggan terhadap Kualitas Layanan Situs Garuda Indonesia , Meishkafadiah Alkaff , Dr. Didi Achjari, S.E., M.Com., Akt. ETD This study aims to analyze customer satisfaction towards service quality provided by the website of PT Garuda Indonesia (Persero) Tbk. (www.garudaindonesia. com). Electronic service quality�s model used in this study is NetQual model (Bressolles, 2006) which consists of 18 variables representing the five dimensions of service quality, namely information, ease of use, design, reliability, and privacy / security. This study carried out by quantitative descriptive approach and type of case study research is supported by a survey of 110 respondents who have made transactions on the internet booking engine in 2011. Data analysis of research is using two methods of analysis. First, the importance-performance analysis which describes by quadrant analysis and gap analysis. Second, analysis of customer satisfaction index (customer satisfaction index). The results showed that, overall, the customer / visitor Garuda Indonesia�s website has been satisfied with the service quality with customer satisfaction index score of 73.98%. However, if seen by quadrant and gap analysis, be concluded that the overall performance of the service site is still below expectations of customers, particularly on the dimensions of ease of use with the average value of gap score -0.64 and so that this dimension is set to the priorities that need to be repaired and improved its performance. [Yogyakarta] : Universitas Gadjah Mada 2013 Thesis NonPeerReviewed , Meishkafadiah Alkaff and , Dr. Didi Achjari, S.E., M.Com., Akt. (2013) Analisis Kepuasan Pelanggan terhadap Kualitas Layanan Situs Garuda Indonesia. UNSPECIFIED thesis, UNSPECIFIED. http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=59142 |
| spellingShingle | ETD , Meishkafadiah Alkaff , Dr. Didi Achjari, S.E., M.Com., Akt. Analisis Kepuasan Pelanggan terhadap Kualitas Layanan Situs Garuda Indonesia |
| title | Analisis Kepuasan Pelanggan terhadap Kualitas Layanan Situs Garuda Indonesia |
| title_full | Analisis Kepuasan Pelanggan terhadap Kualitas Layanan Situs Garuda Indonesia |
| title_fullStr | Analisis Kepuasan Pelanggan terhadap Kualitas Layanan Situs Garuda Indonesia |
| title_full_unstemmed | Analisis Kepuasan Pelanggan terhadap Kualitas Layanan Situs Garuda Indonesia |
| title_short | Analisis Kepuasan Pelanggan terhadap Kualitas Layanan Situs Garuda Indonesia |
| title_sort | analisis kepuasan pelanggan terhadap kualitas layanan situs garuda indonesia |
| topic | ETD |
| work_keys_str_mv | AT meishkafadiahalkaff analisiskepuasanpelangganterhadapkualitaslayanansitusgarudaindonesia AT drdidiachjarisemcomakt analisiskepuasanpelangganterhadapkualitaslayanansitusgarudaindonesia |