PENGARUH PRE-FLIGHT SERVICE QUALITY, IN-FLIGHT SERVICE QUALITY, DAN POST-FLIGHT SERVICE QUALITY TERHADAP PASSENGER LOYALTY MELALUI PASSENGER SATISFACTION GARUDA INDONESIA DI SURABAYA

  • Inez Stacia Tanasal Jurusan Manajemen Fakultas Bisnis dan Ekonomika Universitas Surabaya
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Keywords: Pre-Flight Service Quality, In-Flight Service Quality, Post-Flight Service Quality, Passenger Satisfaction, Passenger Loyalty

Abstract

Saat ini, persaingan dalam dunia usaha semakin ketat, perusahaan harus mampu untuk bersaing dengan kompetitornya. Salah satu caranya adalah dengan membentuk loyalty melalui kepuasan pada konsumen. Kualitas layanan merupakan faktor kunci bagi perusahaan agar dapat menciptakan loyalitas dari konsumen melalui kepuasan yang terbentuk.  Penelitian ini bertujuan untuk mengetahui dan menganalisis pengaruh pre-flight service quality, in-flight service quality, dan post-flight service quality terhadap passenger loyalty melalui passenger satisfaction maskapai penerbangan Garuda Indonesia. Data diperoleh melalui riset 200 penumpang yang menggunakan jasa penerbangan Garuda Indonesia minimal tiga kali dalam tiga bulan terakhir, dan data diolah menggunakan software Lisrel versi 8.70. Teknik yang digunakan dalam penelitian ini adalah teknik non probability sampling. Penelitian ini mengindentifikasi pengaruh dari pre-flight service quality, in-flight service quality, dan post-flight service quality terhadap passenger loyalty melalui passenger satisfaction khususnya di sektor pemasaran maskapai penerbangan di Surabaya.  Hasil dari penelitian ini menunjukkan pre-flight service quality, in-flight service quality, dan post-flight service quality memiliki pengaruh positif dan signifikan terhadap passenger satisfaction maskapai penerbangan Garuda Indonesia. Variabel passenger satisfaction akan membentuk passenger loyalty pada maskapai penerbangan Garuda Indonesia.

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Published
2014-09-01
Issue
Vol. 3 No. 2 (2015): Calyptra : Jurnal Ilmiah Mahasiswa Universitas Surabaya (Maret)
Section
Bidang Manajemen (M)

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