PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PENGGUNA JASA PENERBANGAN LOW COST CARRIERS DI INDONESIA
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Keywords:
service quality, customer satisfaction, low cost carriers
Abstract
Abstract - The purpose of this research is to know the effect of service quality through dimensions tangible features, flight schedules, service provided by ground staff, service provided by flight attendant, and online services to low cost carriers’ (LCC) customer satisfaction. It was found that flight schedules and online services have a significant effect on customer satisfaction. While tangible features, the services provided by ground staff and flight attendants do not have a significant effect on customer satisfaction. This study was a replica of study by Eng et al. (2012). The results of this study showed two out f five hypotheses were
concistent with study by Eng et al. (2012).
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References
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Bakti LG.M.Y., dan S. Sumaedi. 2015. P-TRANSOUAL: a service guality model of public land transport services, International Journal of Quality & Reliability Management, Vol. 32 Issue: 6, p.534-558
Belobaba, P., A. Odom, dan C. Barnhart, 2009, The Global Airline Industry, Wiley Publication
Cox, J., dan B.G. Dale, 2001, Service quality and e-commerce: an exploratory analysis, Managing Service Quality, Vol.11 No.2, p.121-131
Eltoukhy. A.E.E., F.T.S. Chan, dan S.H. Chung, 2017, Airline schedule planning: a review and future directions, Industrial Management & Data Systems. Vol. 117 Issue: 6, p. 1201-1243
Eng AJ., Lee S.C., Tan P.P., dan Yeoh C.Y., 2012, 4 Study of Customer Satisfaction Towards Service Quality in AirAsia Malaysia, Universiti Tunku Abdul Rahman
Gryna. F. M.. R.C.H. Chua, dan J.A. Defeo, 2007, Juran's Qualtt: Planning and Analysis, 5th edition, McGraw Hill
Ghozali. I.. 2011. Aplikasi Analisis Multivariate Dengan Program SPSS, Semarang: Badan Penerbit Umversitas Diponegoro.
Gunawan, H., 2014, Pengantar Transportasi dan Logistik, Rajawali Pers
Juhandinata, D.. 2013, Analisis Pengaruh Faktor Kualitas Pelayanan terhadap Kepuasan Konsumen PT. Lion Air, Thesis. Universitas Terbuka
Jurusan Manajemen FBE-UBAYA, 2017. Pedoman Penulisan Skripst Jurusan manajemen, Fakultas Bisnis dan Ekonomika, Universitas Surabaya.
Ladhari. R.. 2009. A review of twenty years of SERVOUAL research. International Journal of Quality and Service Sciences, Vol. 1 No. 2, p. 172-198.
Mansidao. R., dan L.A.G. Coelho, 2014, Logistics Performance: a Theoritical Conceptual Model for Small and Medium Enterprises, Working Paper. Evora University
Pasuraman, A., V.A. Zeithaml, dan L.L. Berry, 1988, SERVQUAL: A Multiple Item Scale For Measuring Consumer Perceptions of Service Quality. Journal of Retailing, Vol. 64 Issue: 1, p. 12-40
Patel, S., 2016. The Global Quality Management System. CRC Press
Paulalengan. E.V., 1.M.K. Negara, N.P.E. Mahadewi, 2016, Faktor-faktor yang Mempengaruhi Tingkat Kepuasan Wisatawan dalam Penggunaan Maskapai Penerbangan AirAsia di Denpasar, Jurnal IPTA, Vol4 no. 2
Priyatno, D.. 2016. SPPS Handbook: Analisis Data, Olah Data, dan Penyelesaian Kasus-kasus Statistik. Yogyakarta: Mediakom
Rhoades, D., 2006, Growth. Customer Service and Profitability Southwest Style. Managing Service Quality, Vol. 16 issue:6, p.396-400
Salim. H.A.A.. 1998, Manajemen Transportasi. Jakarta: RajaGrafindo Persada
Soelasih, Y.. 2012, Pengaruh Kualitas Pelayanan dan Kewajaran Tarif terhadap Nilai Konsumen Serta Retensi Pelanggan untuk Penerbangan Domestik Niaga Full Services di Indonesia, Universitas Katolik Atma Jaya
Sugiyono. 2010. Merode Penelitian, Kuantitatif Kualitatif dan R&D. Bandung: Alfabeta.
Wowor, S., dan A. Lunarjanto. 2013, Pengaruh Brand Eguttv dan Pricing terhadap Purchase Intention Maskapao Low Cost Carrier di Jakarta, BINUS
Zeithaml, V.A.. A. Pasuraman, L.L. Berry, 1990, Delivering Quality Services, The Free Press
http:'/bandara.web.id/low-cost-carrier-fenomena-dunia-penerbangan html diakses pada tanggal 20 September 2017
http://banjarmasin.tribunnews.com/2017/04/03/breaking-news-terlantar-12-jam-begini-kondisi-penumpang-lion-air-tujuan-banjarmasin diakses pada tanggal 20 Oktober 2017
http:''hubud.dephub.go.id:?id'news/detail/2829 diakses pada tanggal 20 September 2017
http://industri.bisnis.com‘read/201605 12/98/546927/dirundung-banyak-masalah-lion-air-kuasai-pasar-domestik diakses pada tanggal 25 Januari 2018
http:/‘kaltim.tribunnews.com/2017/08/11/120-penumpang-lion-air-telantar-di-bandara-juwata-begini-kronologinya diakses pada tanggal 9 Oktober 2017
http://‘news.liputan6.com/read/2692753‘kesaksian-penumpang-citilink-saat-pilot-mabuk-meracau-di-kokpit diakses pada tanggal 20 Oktober 2017
http:/jogja.tribunnews.com/2016/04/13/sriwyaya-air-group-fokus-ke-penerbangan-medium-services diakses pada tanggal 23 November 2017
http://www. airlinequality.com.‘news‘airasia-trumphs-world-airline-awards/ diakses pada tanggal 20 September 2017
http:''www.lionar.co.idiidilion-experience'about diakses pada tanggal 19 September 2017
https:“ikon-transport.biz'citilink-maskapai-lcc-terbaik-indonesia' diakses pada tanggal 19 September 2017
https:/‘news.detik.com/kolom/2840776/maskapai-lec-di-indonesia-tarif-murah-vs-pelayanan-dan-keamanan diakses pada tanggal 20 September 2017
https:/‘news.detik.com/berita‘d-33643 1 ]/pesawat-airasia-dari-yogyakarta-ke-jakarta-delay-parah-penumpang-resah diakses pada tanggal 11 November2017
https:''news.detik.com'/kolom'2840776/maskapai-lcc-di-indonesia-tarif-murah-vs-pelayanan-dan-keamanan diakses pada tanggal 11 November 2017
https:/futiket.com'id'weblog'438/beda maskapai lcc dan full service.html diakses pada 11 November 2017
Published
2020-11-01
Section
Bidang Manajemen (M)
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