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All Journal Jurnal Locus Penelitian dan Pengabdian
Sylvan Zikri Rahman
LSPR Institute of Communication and Business
Aerospace Engineering Automotive Engineering Decision Sciences, Operations Research & Management Electrical & Electronics Engineering Mathematics

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Elevating Communication Skills Through Service Recurrent Training for Garuda Indonesia Cabin Crew Stephen Natanael; Sylvan Zikri Rahman
Jurnal Locus Penelitian dan Pengabdian Vol. 5 No. 8 (2026): JURNAL LOCUS: Penelitian dan Pengabdian
Publisher : Riviera Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58344/locus.v5i8.5973

Abstract

In the hypercompetitive airline industry, cabin crew communication serves as a critical determinant of brand equity and passengers’ satisfaction. Even though Garuda Indonesia has been awarded “The World’s Best Cabin Staff” for six years by Skytrax, the internal data shows passengers’ complaints regarding communication. To address this, Garuda Indonesia mandates annual Service Recurrent Training. However, empirical evaluation of the influence to communication skills remains absent. This study examined the impact of Service Recurrent Training on the communications skills of Garuda Indonesia Cabin Crew using quantitative explanatory survey design. The data were collected from 91 active cabin crew members through Likert-scale closed-ended questionnaires. Pearson correlation and simple linear regression analysis reveal a positive and significant effect (r=0.796, p<0.05). The coefficient of determination (R2=0.0634) indicates that training contributes to 63.4% of the variance in communication skills, with each unit increase in training quality predicting an improvement of 0.692 point. The study concludes the strong and significant impact of Service Recurrent Training on Garuda Indonesia Cabin Crew communication skill. It is advisable to extend the duration of simulation, develop facilitators’ competencies, implement post-training mentoring, and continuous evaluation.
Co-Authors Stephen Natanael