PENGUKURAN TINGKAT KEPUASAN PENUMPANG MASKAPAI GARUDA INDONESIA MENGGUNAKAN METODE CUSTOMER SATISFACTION INDEX DI BANDAR UDARA INTERNASIONAL ADISUTJIPTO YOGYAKARTA

NUR UBAEDI, AMIN (2019) PENGUKURAN TINGKAT KEPUASAN PENUMPANG MASKAPAI GARUDA INDONESIA MENGGUNAKAN METODE CUSTOMER SATISFACTION INDEX DI BANDAR UDARA INTERNASIONAL ADISUTJIPTO YOGYAKARTA. Skripsi thesis, Institut Teknologi Dirgantara Adisutjipto.

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Abstract

In order to achieve their mission, airline enterprises and companies in Indonesia are constantly advancing their quality using various methods. The recent survey estimated that 89% of the companies are relying on customer service as one of their most prominent competition approaches (Streahle, Roth & Herr, 2015). Thus, customer satisfaction is important to be considered by the airline company as a flight service provider. Providing a satisfying service can result in the customer to utilize again their service for their next flight experience. Succeeding in the increasing number of passengers at Adisutjipto Yogyakarta International Airport, each airline company also should improve its service quality due to the tight competition in the business. Based on that fact, Indonesian airline companies are trying to develop their quality using various methods to achieve their goals. To determine the customer satisfaction rate of Garuda Indonesia Airlines Company, Validity Test and Reliability Test were done using SPSS 16 Software toward the questionnaire to verify the validity of the questionnaire. Subsequently, the measurement using the Customer Satisfactory Index was done to obtain a satisfactory percentage of a questionnaire. Analysis in this study showed that there are more than 17 items with scores of more than 0.60 in the Squared Multiple Correlation. Thus, based on the decision making principle in the validity test, it can be concluded that all of the 17 items in the questionnaire for Validity and Reliability “Satisfactory Rate Measurement of Garuda Indonesia Airline Passenger Using Customer Satisfaction Index at Adisutjipto Yogyakarta International Airport” is valid and reliable. This study results in passenger satisfactory rate of 75,34%. The number was in the interval of 0.66-0.80 Guilford, 1956:145) which indicates the satisfactory level as “Satisfy”

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