Hasil Pencarian  ::  Simpan CSV :: Kembali

Abstrak :
Peningkatan kualitas pada jasa penerbangan berlayanan penuh di Indonesia diperlukan untuk meningkatkan daya saing perusahaan. Dalam penelitian ini, kualitas pelayanan jasa penerbangan dievaluasi menggunakan metode SERVQUAL dan Kano model ke dalam QFD. Hasil metode SERVQUAL menunjukkan bahwa dari 35 atribut kualitas pelayanan terdapat 34 atribut dengan kesenjangan SERVQUAL bernilai negatif dan 1 atribut dengan kesenjangan SERVQUAL bernilai positif. Hasil dari model Kano menunjukkan bahwa 4 atribut kualitas pelayanan memiliki kategori Attractive, 28 atribut kualitas pelayanan memiliki kategori One-dimensional, 2 atribut kualitas pelayanan memiliki kategori Must-be. 34 atribut kualitas pelayanan ini diterjemahkan ke dalam persyaratan teknis untuk mendapatkan strategi peningkatan kualitas pelayanan. Dari hasil House of Quality, didapatkan 5 technical requirement yang perlu dilakukan perusahaan untuk meningkatkan kualitas pelayanannya yaitu: pengembangan penggunaan peralatan IT pendukung pelayanan yang berkualitas, penggunaan sistem informasi sebagai pendukung kegiatan, kordinasi antara bagian dalam unit pelayanan, perbaikan standar dan prosedur kerja, dan komitmen untuk memberikan pelayanan yang terbaik. ......Improving the quality of full service aviation services in Indonesia is needed to improve the competitiveness of the company. In this study, flight service quality is evaluated using SERVQUAL and Kano model method into QFD. The result of SERVQUAL method shows that from 35 service quality attributes there are 34 attributes with negative SERVQUAL gap and 1 attribute with positive SERVQUAL gap. The results of Kano Model show that 4 service quality attributes have Attractive category, 28 service quality attributes have One dimensional category, 2 service quality attributes have Must be category. These 34 service quality attributes are translated into technical requirements to obtain a quality improvement strategy. From the House of Quality results, 5 technical requirements are required to improve the quality of service development of the certain quality of IT support services, using information systems to support activities, coordination between the units of service, improvement of standards and working procedures, and commitment to provide the best service.

Abstrak :
Kompetitifnya industri penerbangan di Indonesia menyebabkan maskapai penerbangan memerlukan loyalitas penumpang sebagai salah satu kunci untuk bertahan dalam industri penerbangan yang kompetitif. Untuk mencapai passengers loyalty diperlukan kepuasan pelanggan yang mana dapat dicapai dengan meningkatkan service quality. Tujuan dari penelitian ini adalah untuk menganalisis mengenai hubungan pengaruh antara Airline service quality terhadap passengers loyalty melalui passengers satisfaction sebagai variabel mediasi pada penumpang maskapai Super Air Jet. Penelitian ini mengunakan pendekatan kuantitatif, melalui teknik purposive-sampling yang dilakukan pada sebanyak 181 responden melalui penyebaran kuesioner secara online mengunakan platform Google Form. Data yang dikumpulkan kemudian dioleh mengunakan IBM SPSS dan SmartPLS melalui analisis statistic deskriptif dan analisis statistic inferensial mengunakan metode Structural Equation Modelling (SEM) dengan pendekatan Partial- Least Square (PLS-SEM). Hasil analisis data menunjukan bahwa terdapat pengaruh positif dan signifikan antara airline service quality terhadap passengers loyalty melalui passengers satisfaction sebagai variable mediasi pada penumpang maskapai Super Air Jet. ...... The competitiveness of the aviation industry in Indonesia causes airlines to require passenger loyalty as one of the keys to survive in a competitive aviation industry. To achieve passenger loyalty, customer satisfaction is needed which can be achieved by improving service quality. The purpose of this study was to analyze the influence relationship between airline service quality on passenger loyalty through passenger satisfaction as a mediating variable for Super Air Jet airline passengers. This research uses a quantitative approach, through a purposive-sampling technique which is carried out by 181 respondents through online questionnaires using the Google Form platform. The data collected was then processed using IBM SPSS and SmartPLS through descriptive statistical analysis and inferential statistical analysis using the Structural Equation Modeling (SEM) method with the Partial-Least Square (PLS-SEM) approach. The results of data analysis indicate that there is a positive and significant influence between airline service quality on passenger loyalty through passenger satisfaction as a mediating variable for Super Air Jet airline passengers.

Abstrak :
This study differs from previous studies by applying multivariate statistical analysis and multi-criterion decision-making methods to the improvement of service quality. We use the rough set theory (RST) with a flow graph approach to determine customer attitudes regarding service quality, which can assist managers in developing strategies to improve service quality and thus satisfy the needs of customers. A set of rules is derived from a large sample of airline customers, and its predictive ability is evaluated. The flow graph and the cause-and-effect relationship of the decision rules are heavily exploited in service quality characteristics. As compared with the results of other data-mining analyses, our results are encouraging. This study demonstrates that the combination of the RST model and flow graphs assists in identifying the needs of customers, determining their characteristics, and facilitating the development of an improvement strategy.

Abstrak :
Fokus dari laporan ini adalah untuk membahas pengaruh dari kualitas servis, nilai uang, dan kepuasan pelanggan terhadap intensi perilaku di maskapai berbiaya rendah dan maskapai full service. Hasil penemuan ini menyatakan bahwa kualitas servis memiliki pengaruh positif terhadap intensi perilaku. Nilai uang dan kepuasan pelanggan juga memiliki pengaruh positif terhadap intensi perilaku. Hasil dari penelitian ini dapat membantu industri penerbangan baik maskapai berbiaya rendah dan maskapai full service untuk memprediksi tindakan konsumen untuk pembelian masa depan sekaligus memberikan wawasan kepada departemen pemasaran dalam industri penerbangan. ......The focus of this study is to examine the effect of service quality, perceived value for money, and customer satisfaction on behavioral intention in both low cost and full service airline. This study finds that service quality has positive effect towards behavioral intention. Perceived value for money and customer satisfaction also has positive effect towards behavioral intention. The findings of this study enable airline industry both low cost and full service airline to forecast future purchasing behavior and provide insights for the marketing departments.