Study Of Passenger Satisfaction Toward Airline Service Based On Passenger Expectation And Airline Performance

Putera, Rizki Yusa Pennsana Study Of Passenger Satisfaction Toward Airline Service Based On Passenger Expectation And Airline Performance. Other thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Perkembangan dan peningkatan jasa pelayanan perusahaan penerbangan dari tahun ke tahun semakin menjadi perhatian masyarakat. Hal ini dapat dilihat dari ketatnya persaingan dalam hal kualitas pelayanan, harga, dan promosi di antara berbagai perusahaan penerbangan. Dalam upaya mendapatkan penumpang, terdapat maskapai penerbangan yang menetapkan harga serendah-rendahnya, sementara maskapai lainnya tidak menekan harga, tetapi lebih mengedepankan pelayanan yang prima kepada penumpangnya. Untuk dapat bersaing dalam menarik penumpang, hal utama yang harus diprioritaskan adalah kepuasan penumpang. Perusahaan perlu mengetahui hal-hal yang dianggap penting oleh penumpang serta berupaya memberikan pelayanan yang dapat memenuhi harapan mereka. Oleh karena itu, perlu dilakukan penelitian untuk mengetahui faktor-faktor yang dianggap penting oleh penumpang dan tingkat kepuasan mereka terhadap faktor-faktor tersebut.

Penelitian ini dilakukan dengan menyebarkan kuesioner kepada penumpang Garuda Indonesia dan Mandala Airline pada rute Surabaya–Jakarta dan Surabaya–Denpasar, masing-masing sebanyak 50 kuesioner. Kuesioner tersebut berisi faktor-faktor yang berkaitan dengan tingkat kualitas pelayanan maskapai penerbangan. Tingkat kepuasan penumpang kemudian dianalisis menggunakan analisis tingkat kepentingan atau harapan dan tingkat kinerja atau kepuasan penumpang melalui analisis kuadran.

Hasil penelitian menunjukkan bahwa unsur-unsur yang diteliti dapat dijabarkan dan dikelompokkan ke dalam empat bagian pada diagram Kartesius untuk mengetahui hubungan antara tingkat kepentingan pelanggan dan tingkat kepuasan terhadap jasa pelayanan perusahaan penerbangan. Berdasarkan hasil penelitian terhadap 200 responden, dapat disimpulkan bahwa masih terdapat beberapa variabel yang perlu diperbaiki oleh Garuda Indonesia maupun Mandala Airline, seperti ketepatan waktu keberangkatan pesawat. Namun, terdapat pula beberapa variabel yang telah memberikan kepuasan kepada penumpang, seperti keamanan dan kenyamanan selama penerbangan.
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The development and improvement of airline services have increasingly attracted public attention over the years. This can be seen from the intense competition among airlines in terms of service quality, pricing, and promotion. In their efforts to attract passengers, some airlines offer the lowest possible fares, while others do not focus on reducing prices but instead emphasize providing excellent service to their passengers. To compete effectively in attracting passengers, customer satisfaction must be the main priority. Airlines need to understand which aspects passengers consider important and make every effort to provide services that meet their expectations. Therefore, research is necessary to identify the factors that passengers consider important and to determine their level of satisfaction with these factors.This research was conducted by distributing questionnaires to passengers of Garuda Indonesia and Mandala Airline on the Surabaya–Jakarta and Surabaya–Denpasar routes, with 50 questionnaires distributed for each route. The questionnaires contained factors related to the quality of airline services. Passenger satisfaction levels were then analyzed using an analysis of the importance or expectation level and the performance or satisfaction level through quadrant analysis.The results of this research show that the identified service elements can be grouped into four sections of a Cartesian diagram to determine the relationship between customer expectations and satisfaction with airline services. Based on the responses of 200 respondents, it can be concluded that several variables still need improvement by both Garuda Indonesia and Mandala Airline, such as flight departure punctuality. However, some variables have already met passenger expectations, particularly safety and comfort during flights.

Item Type:	Thesis (Other)
Additional Information:	RSS 658.812 Put s
Uncontrolled Keywords:	-Kepentingan Penumpang, Kepuasan Penumpang, Kinerja, Analisa Kudran Passengers expectation, passengers satisfaction, Performance, Importance and performance analysis
Subjects:	H Social Sciences > HF Commerce > HF5415.335 Consumer satisfaction
Divisions:	Faculty of Civil Engineering and Planning > Civil Engineering > 22201-(S1) Undergraduate Thesis
Depositing User:	magang .
Date Deposited:	28 Oct 2026 07:36
Last Modified:	28 Oct 2026 07:36
URI:	http://repository.its.ac.id/id/eprint/145974

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