Analisis Kualitas Pelayanan Maskapai Penerbangan Low Cost Carrier dan Kepuasan Penunpang serta Pengaruhnya Terhadap Loyalitas Pelanggan
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 fligh...
| Main Authors: | , |
|---|---|
| Format: | Thesis |
| Published: |
[Yogyakarta] : Universitas Gadjah Mada
2012
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| Subjects: |
| _version_ | 1797032274099699712 |
|---|---|
| author | , MUHAMMAD MAJID , Prof. Dr. Ir. Siti Malkhamah, M.Sc. |
| author_facet | , MUHAMMAD MAJID , Prof. Dr. Ir. Siti Malkhamah, M.Sc. |
| author_sort | , MUHAMMAD MAJID |
| collection | UGM |
| description | 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%. |
| first_indexed | 2024-03-13T22:36:05Z |
| format | Thesis |
| id | oai:generic.eprints.org:98454 |
| institution | Universiti Gadjah Mada |
| last_indexed | 2024-03-13T22:36:05Z |
| publishDate | 2012 |
| publisher | [Yogyakarta] : Universitas Gadjah Mada |
| record_format | dspace |
| spelling | oai:generic.eprints.org:984542016-03-04T08:47:39Z https://repository.ugm.ac.id/98454/ Analisis Kualitas Pelayanan Maskapai Penerbangan Low Cost Carrier dan Kepuasan Penunpang serta Pengaruhnya Terhadap Loyalitas Pelanggan , MUHAMMAD MAJID , Prof. Dr. Ir. Siti Malkhamah, M.Sc. ETD 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%. [Yogyakarta] : Universitas Gadjah Mada 2012 Thesis NonPeerReviewed , MUHAMMAD MAJID and , Prof. Dr. Ir. Siti Malkhamah, M.Sc. (2012) Analisis Kualitas Pelayanan Maskapai Penerbangan Low Cost Carrier dan Kepuasan Penunpang serta Pengaruhnya Terhadap Loyalitas Pelanggan. UNSPECIFIED thesis, UNSPECIFIED. http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=54100 |
| spellingShingle | ETD , MUHAMMAD MAJID , Prof. Dr. Ir. Siti Malkhamah, M.Sc. Analisis Kualitas Pelayanan Maskapai Penerbangan Low Cost Carrier dan Kepuasan Penunpang serta Pengaruhnya Terhadap Loyalitas Pelanggan |
| title | Analisis Kualitas Pelayanan Maskapai Penerbangan Low Cost Carrier dan Kepuasan Penunpang
serta Pengaruhnya Terhadap Loyalitas Pelanggan |
| title_full | Analisis Kualitas Pelayanan Maskapai Penerbangan Low Cost Carrier dan Kepuasan Penunpang
serta Pengaruhnya Terhadap Loyalitas Pelanggan |
| title_fullStr | Analisis Kualitas Pelayanan Maskapai Penerbangan Low Cost Carrier dan Kepuasan Penunpang
serta Pengaruhnya Terhadap Loyalitas Pelanggan |
| title_full_unstemmed | Analisis Kualitas Pelayanan Maskapai Penerbangan Low Cost Carrier dan Kepuasan Penunpang
serta Pengaruhnya Terhadap Loyalitas Pelanggan |
| title_short | Analisis Kualitas Pelayanan Maskapai Penerbangan Low Cost Carrier dan Kepuasan Penunpang
serta Pengaruhnya Terhadap Loyalitas Pelanggan |
| title_sort | analisis kualitas pelayanan maskapai penerbangan low cost carrier dan kepuasan penunpang serta pengaruhnya terhadap loyalitas pelanggan |
| topic | ETD |
| work_keys_str_mv | AT muhammadmajid analisiskualitaspelayananmaskapaipenerbanganlowcostcarrierdankepuasanpenunpangsertapengaruhnyaterhadaployalitaspelanggan AT profdrirsitimalkhamahmsc analisiskualitaspelayananmaskapaipenerbanganlowcostcarrierdankepuasanpenunpangsertapengaruhnyaterhadaployalitaspelanggan |