ANALISIS KUALITAS PELAYANAN JASA PENERBANGAN TERHADAP KEPUASAN PENUMPANG CITILINK, GARUDA INDONESIA DAN LION AIR DI BANDAR UDARA INTERNASIONAL ADISUTJIPTO YOGYAKARTA

ROMI GUTERRES, FRANCISCO (2016) ANALISIS KUALITAS PELAYANAN JASA PENERBANGAN TERHADAP KEPUASAN PENUMPANG CITILINK, GARUDA INDONESIA DAN LION AIR DI BANDAR UDARA INTERNASIONAL ADISUTJIPTO YOGYAKARTA. Skripsi thesis, Institut Teknologi Dirgantara Adisutjipto.

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Abstract

Transportation facilities are increasingly advanced and able to provide more effective and time-efficient services and functions. The need for transportation makes air transportation services one of the means needed to be effective and efficient for many people. Therefore, it is necessary to measure the quality of service based on the perception of passengers themselves, so that it can be known to what extent the level of passenger satisfaction with the performance of airlines. In this study, the author uses qualitative-quantitative research by collecting data through questionnaires to measure the level of passenger satisfaction with the performance of Citilink, Garuda Indonesia, and Lion Air airlines. The questionnaires distributed have been tested for validity and reliability so that they can be used as instruments in this study. The data were analyzed using the Importance and Performance Level method and the Calculation of the Passenger Satisfaction Index using the SPSS Statistics 23 program and Microsoft Excel so that the value of the level of passenger satisfaction with the services of the three airlines can be known. From the calculation results based on the five dimensions of service quality determination, the level of passenger satisfaction of Citilink airlines is in the category of "Satisfied" with a percentage of 71.4%. The level of passenger satisfaction of Garuda Indonesia airlines is in the category of "Very Satisfied" with a percentage of 82.3%, and the level of passenger satisfaction for Lion Air airlines is in the category of "Quite Satisfied" with a percentage of 56.4%. The quality attributes of service that are considered very important for Citilink passengers are being responsible for passenger safety and comfort, while Garuda Indonesia airlines are friendly service and always ready to help, and Lion Air is punctuality in departure and arrival times.

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