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Abstrak :
Pandemi COVID-19 menyebabkan permintaan layanan penerbangan turun drastis dan menyebabkan penurunan pada layanan penerbangan komersial di dunia. Banyak maskapai menangguhkan operasi penerbangan mereka beberapa bulan setelah pandemi terjadi. Untuk bertahan, banyak maskapai merespons dengan menunda pengiriman pesawat baru, meng-grounded pesawat mereka, dan bahkan mengurangi armada mereka. Saat dunia pulih dari pandemi, maskapai penerbangan harus bersiap untuk kembali beroperasi. Pesawat yang di-grounded, masalah keuangan, dan ketidakpastian perjalanan udara menjadikan proses itu sendiri sebagai sistem dinamis yang kompleks. Kompleksitas tersebut mengganggu tujuan maskapai untuk kembali beroperasi. Penelitian ini bertujuan untuk memahami dan menganalisis kompleksitas proses return to operation maskapai. Untuk tujuan ini, penelitian mengembangkan model konseptual menggunakan causal loop diagram (CLD). Selanjutnya divisualisasikan melalui sistem diagram untuk menggambarkan permasalahan maskapai secara komprehensif. Hasil studi ini dapat digunakan sebagai dasar untuk mengembangkan beberapa skenario intervensi kebijakan yang dapat membantu menyelesaikan permasalahan tersebut. ......The COVID-19 pandemic has caused demand for flight services to drop dramatically and caused a decline in commercial flight services in the world. Many airlines were suspending their flight operation several months after the outbreak. To survive, many airlines respond by postponing new aircraft delivery, grounding their aircraft, and even reducing their fleet. When the world is recovering from the pandemic event, airlines must prepare for a return to operation. Grounded aircraft, financial issues, and air travel uncertainty made the process itself a complex dynamic system. Those complexity is interfering with the airline objective for returning into operation. This paper aims to understand and analyze the complexity of the airline return to operation process. For this purpose, the study develops a conceptual using the causal loop diagram. It is further visualized through a system diagram to illustrate the airline return to operation problem comprehensively. This study’s result can be used as the basis for developing several scenarios and policy interventions that can affect the process's objective.

Abstrak :
[Persaingan antara perusahaan di industri penerbangan yang intensif karena tekanan untuk mengurangi biaya dan meningkatkan layanan kepada pelanggan. Sebagian besar operator penerbangan yang digunakan situs Web mereka tidak hanya untuk tujuan membuat informasi yang tersedia perusahaan tetapi juga untuk memberikan secara online e-ticketing layanan kepada pelanggan mereka. Ini adalah salah satu metode pelaku industri mempekerjakan untuk meningkatkan penjualan tiket. Selain itu layanan online juga meningkatkan cara transaksi bisnis dilakukan. Tujuan dari penelitian ini adalah untuk mengetahui hubungan kualitas e-service dan kepuasan pelanggan dan untuk mengeksplorasi hubungan antara kepuasan pelanggan dan niat beli industri penerbangan layanan e-ticketing. Metode survei kenyamanan dipekerjakan dan total 152 kuesioner bisa digunakan yang digunakan untuk analisis selanjutnya Lima dimensi kualitas layanan elektronik diidentifikasi yaitu kemudahan penggunaan desain website jaminan daya tanggap dan personalisasi Hasil dari regresi ganda menunjukkan bahwa empat dari lima dimensi kualitas layanan elektronik memberikan kontribusi untuk kepuasan pelanggan. Desain Website diidentifikasi sebagai kontributor paling penting untuk kepuasan pelanggan Analisis lebih lanjut juga mengungkapkan bahwa kepuasan pelanggan dipengaruhi konsumen membeli kembali niat maskapai e-tiket. ......Competition among companies in the airlines industry is intensive due to the pressure to reduce costs and to enhance service to customers. Majority of the airline operators used their websites not only for the purpose of making available the company's information but also to provide online e ticketing service to their customers. This is one of the methods industry players employ to boost ticket sales In addition the online service also improves the way business transactions are conducted. The objectives of this study were to determine the relationship of e-service quality and customer satisfaction and to explore the relationship between customer satisfaction and purchase intention of airlines industry e-ticketing service. Convenience survey method was employed and a total of 152 useable questionnaires were utilized for subsequent analysis. Five dimensions of e-service quality were identified namely ease of use website design assurance responsiveness and personalization. Results from the multiple regression showed that four from five e-service quality dimensions significantly contributed to customer satisfaction. Website Design was identified as the most important contributor to customer satisfaction. Further analysis also revealed that customer satisfaction influenced consumers repurchase intention of airline e-tickets., Competition among companies in the airlines industry is intensive due to the pressure to reduce costs and to enhance service to customers Majority of the airline operators used their websites not only for the purpose of making available the company rsquo s information but also to provide online e ticketing service to their customers This is one of the methods industry players employ to boost ticket sales In addition the online service also improves the way business transactions are conducted The objectives of this study were to determine the relationship of e service quality and customer satisfaction and to explore the relationship between customer satisfaction and purchase intention of airlines industry e ticketing service Convenience survey method was employed and a total of 152 useable questionnaires were utilized for subsequent analysis Five dimensions of e service quality were identified namely ease of use website design assurance responsiveness and personalization Results from the multiple regression showed that four from five e service quality dimensions significantly contributed to customer satisfaction Website Design was identified as the most important contributor to customer satisfaction Further analysis also revealed that customer satisfaction influenced consumers repurchase intention of airline e tickets ]

Abstrak :
Garuda Indonesia adalah maskapai penerbangan Indonesia yang menjual transportasi layanan penuh untuk orang yang mencakup rute domestik dan internasional. Penjualan domestik mereka ditangani oleh agen perjalanan konvensional dan online dengan kontribusi 68% dari total penjualan domestik. Agen perjalanan tersebut mendapatkan persentase komisi dari tarif dasar setiap tiket yang terjual. Dimulai sejak April 2017 Garuda telah memutuskan untuk mengurangi komisi agen perjalanan di wilayah domestik. Namun, di sisi lain, kontribusi agen terhadap total penjualan Garuda cukup signifikan. Penelitian ini menyelidiki bagaimana pengurangan komisi mempengaruhi penjualan agen perjalanan di setiap wilayah di wilayah domestik. Penelitian ini bertujuan untuk menganalisis pengaruh pengurangan komisi pada agen perjalanan di pasar domestik. Analisis ini didasarkan pada teori promosi penjualan, bauran pemasaran, dan pendekatan cost-leadership dan hipotesis tentang pendekatan analisis efek. Analisis data sekunder menggunakan analisis deskriptif berdasarkan perbandingan data deret waktu. Studi ini menemukan bahwa semua penjualan di semua kategori agen perjalanan berbeda secara signifikan. Temuan lain adalah penjualan di berbagai daerah menurun, tetapi penurunan tersebut hanya signifikan untuk beberapa wilayah saja. ......Garuda Indonesia is an Indonesian airline that sells a full-service transportation for people that covers domestic and international routes. Their domestic sales are handled by conventional and online travel agents with contribution 68% of total domestic sales. Those travel agents get the percentage of commission from the basic fare of each ticket sold. Started from April 2017 Garuda has decided to reduce the travel agents commission in the domestic area. However, on the other hand, agent contribution to total Garudas sales is significant. This research investigates how the commission reduction is affecting the travel agents sales in each region of the domestic area. This study aims to analyze the commission reduction influence on travel agent in the domestic market. The analysis be based on the theory of sales promotion, marketing mix, and the cost leader approach and a hypothesis on approaching the analysis of the effect. The analysis of the secondary data uses descriptive analysis based on time series data comparison. The study finds that all sales in all category of travel agent is significantly different. Another finding is the sales in different regions are decreased, but that decrements are significant for some region only.