ANALISIS KANO UNTUK MENGUKUR KEPUASAN KONSUMEN DALAM PEMILIHAN MASKAPAI PENERBANGAN (STUDI KASUS MASKAPAI SRIWIJAYA AIR)

ELGIA LEKSONO, FEBRI (2018) ANALISIS KANO UNTUK MENGUKUR KEPUASAN KONSUMEN DALAM PEMILIHAN MASKAPAI PENERBANGAN (STUDI KASUS MASKAPAI SRIWIJAYA AIR). Skripsi thesis, Institut Teknologi Dirgantara Adisutjipto.

	Text (ABSTRAK) 14020001_ABSTRAK.pdf Download (87kB)
	Text (BAB I) 14020001_BAB I.pdf Download (143kB)
	Text (DAFTAR PUSTAKA) 14020001_DAFTAR PUSTAKA.pdf Download (91kB)
	Text (FULL SKRIPSI) 14020001_.pdf Restricted to Repository staff only Download (1MB)

Abstract

The high level of public complaints about services requires PT. Sriwijaya Air to evaluate the level of service that has been provided to consumers. This is to build a good image in the eyes of consumers. The purpose of this study is to determine what factors determine consumers in using Sriwijaya Air flight transportation services based on consumer tendencies or preferences and to find out what attributes need to be improved and maintained in Sriwijaya Air flight services. Based on these conditions, this consumer preference information is very important for Sriwijaya Air. The method used is the Kano model. The Kano model in this study is used to categorize the characteristics of service at Sriwijaya Air based on consumer tendencies or preferences. The results of the study show that there are 4 factors that influence consumer tendencies or preferences, namely product factors, price factors, promotion factors, and distribution factors. Meanwhile, based on the Kano diagram, all attributes are categorized as independent and the attribute that has the greatest influence on consumers to continue using Sriwijaya Air's services is that the ticket prices offered by Sriwijaya Air are affordable and able to compete with other airlines.

Actions (login required)

View Item

Downloads