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Journal : JCRIM (Journal of Current Research In Multidisciplinary)

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Service Quality Analysis to Increase Customer Satisfaction in National Flight Company Jessica; Kenneth Kaleb; Muhammad Fadhil Raksiwi; Raymond Tjiwidjaja
Journal of Current Research In Multidisciplinary Vol. 2 No. 1 (2024): JCRIM (Journal of Current Research In Multidisciplinary)
Publisher : Yayasan Gema Bina Nusantara

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Abstract

This research aims to analyze service quality to increase customer satisfaction. In this research, the population used is respondents who have chosen and used an airline. The data collection method used is a quantitative method using Google Form as a survey medium. The sampling technique used is non-probability sampling with a purposive sampling type. A total of 100 respondents were collected for this survey. According to the importance performance analysis that has been carried out, it can be seen that in quadrant 1, there are two points that are the main problems with the service, namely departure comfort and baggage handling. This occurs because there is a large gap between the high level of importance of these variables and their performance, which is quite low. This can be seen from the many complaints that occur regarding departure times. Then, if you look at quadrant 2, there are the variables of friendliness of the crew, ability and level of assistance provided by the crew, care and tidiness of crew members, cleanliness of the aircraft cabin, cleanliness of the aircraft toilet, on-board catering, comfort of the seats. According to consumers, these variables are important, but the company's performance is also good in these variables. Then in quadrant 3, there is a variable regarding the availability of magazines and newspapers on the plane, which according to consumers is not important, but according to the performance, it is also poor in this variable. And finally, in quadrant 4, there are no aspects or service indicators from airlines that have excessive performance compared to their importance.
Co-Authors Adelia Bella Saputri Agustin Widjiastuti Ahmad Almaszahra, Annisa Naufal Amelia, Sesa Andrianto Andrianto Iskandar Anita Apriliana, Putri Ardi Ardi Arikrisanda, Athifa Ayu Erlian Ayuningtyas, Rosida Dwi Aziz, Nur Bembi Jonatan Buntuborrong, Yunovisri Valenrio Chandra, Budi Charles Charles Christian, Natalis Chusnul Intan Clessia Caroline Reonaldi Dave Tedjokusumo Deandra N. Alyshia Delfina Muthia Sabella Demsa Simbolon Digdowiseiso , Kumba Djuranovik, Evelyn Elwisam Ester Nathania Davita Sitanggang Etty Murwaningsari Eva Monica, Eva Evelyn Febriandini Adha Ferry Vincenttius Ferdinand Gloria Julyta Haidar Hilmy Hanggara Arifian Henryanto Wijaya Herlia Amia Idhzha Wira Yudha Ikat Tri Hawani Inayah Amira Zahrah Irma Ayu Pola Pakpahan Irwansyah, Joni Istianingsih Jacobs, Christin Yosefin Jenifer Jessica Jessica Jonardi, Kevania Rena Jose, Joshua Kartina Pakpahan Kenneth Kaleb Kristian, Michelle Krisyadi, Robby Laode Rijai Lengkong, Kathleen Maidjesta Lithrone Laricha Salomon M. Yunan Hidayat Maria Charisse Audrey Ginta Medinal Medinal Meylisa Permata Sari Muhammad Fadhil Raksiwi Muhammad Ferdian Akri Pratama Mustikarini, Carolina Novi Nabila Arinov Mey Nelson, Alden Ngadiman Ningsih, Lakshmi Jaya Novi Yanti Nugroho, Fajar Prianto Nur Tjahyo Eka Darmayanti Oktovia , Sendy Olivia Kristianti Kusuma Pannaausten, Davin Pranata, Jimmy Angga Prayogo, Andi Bagus Priscillia Chandra Purba, Wanda Angelia Fenensia Putri Salsabilla R. Rahaditya Rafa Fiddina Julia Raymond Tjiwidjaja Repki Trinda Putri Rince Monica Hutagalung Rizal R. Manullang Salim, Philander Senly Simarmata, Allwin M. Siregar, Feby Yoana Susan Grace V Nainggolan Syahputra, Fikry Prastya Tompo, Cherilyn Cristine Trida, Trida Utomo Waruwu, Netral Jaya Wibawa Prasetya Winda Agnesta YANTO Yo, Sacca Kumalasari Yohan Chandrasukmana Yohana FCP Meilani Yunandhia Rainissa Yuniarwati Zamralita