PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN PADA MASKAPAI PENERBANGAN DOMESTIK

Catheresia Budianto, Jessica Gumarus, Yustisia Kristiana

Abstract


Abstract: Customer satisfaction is a response to consumer behavior in the form of after-purchase evaluation of a service that is feltcompared to consumer expectations. Service quality has a very big impact with customer satisfaction. Service quality will encourage consumers to establish a long term relationship with the company. In the long term, this bond enables companies to understand the expectations and needs of consumers. Customer satisfaction will ultimately create consumer loyalty to companies that provide them satisfactory quality. The purpose of this research is to identify the relationship between service quality of the domestic airlines with customer satisfaction. Service quality is an achievement in customer service. The study was conducted on the domestic commercial airlines setting. Questionnaires were distributed to 100 passengers who have travelled with the domestic airlines. The data were analyzed by using SPSS and the result showed that the service quality has a significant impact and positive on the customer satisfaction.

Keywords: service quality, customer satisfaction, airlines

Abstrak: Kepuasan pelanggan merupakan respon terhadap perilaku pelanggan dalam bentuk evaluasi setelah pembelian produk atau jasa yang dirasakan dan dibandingkan dengan harapan pelanggan. Kualitas layanan mempunyai hubungan yang erat dengan kepuasan pelanggan. Kualitas layanan akan mendorong pelanggan untuk menjalin hubungan yang erat dengan perusahaan. Dalam jangka panjang, ikatan ini memungkinkan perusahaan untuk memahami harapan dan kebutuhan pelanggan. Kepuasan pelanggan pada akhirnya akan menciptakan loyalitas pelanggan kepada perusahaan yang memberikan kualitas yang dapat memberi kepuasan. Tujuan dari penelitian ini adalah untuk mengidentifikasi hubungan antara kualitas layanan dari maskapai penerbangan domestik dengan kepuasan pelanggan. Produk dan layanan yang berkualitas merupakan tujuan yang ingin diraih oleh perusahaan dalam layanan pelanggan. Penelitian dilakukan pada penerbangan komersial domestik. Kuesioner dibagikan kepada 100 penumpang yang telah melakukan perjalanan dengan maskapai penerbangan domestik. Data dianalisis dengan menggunakan SPSS dan hasilnya menunjukkan bahwa layanan dan produk berkualitas memiliki dampak yang signifikan dan positif terhadap kepuasan pelanggan.

Kata-kata kunci: kualitas layanan, kepuasan pelanggan, maskapai penerbangan


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