<![CDATA[AbstrakTujuan penelitian ini adalah untuk mengetahui kepuasan penumpang terhadap kualitas pelayanan serta mengetahui atribut-atribut kualitas pelayanan yang dapat dikembangkan maskapai Garuda Indonesia di Bandar Udara Internasional Soekarno-Hatta. Dalam penelitian ini peneliti menggunakan penelitian kuantitatif deskriptif dalam bentuk survei, dengan menggunakan lima dimensi pokok kualitas jasa yaitu fisik/berwujud (tangible), kehandalan (reliability), daya tanggap (responsiveness), jaminan (assurance), dan empati (emphaty). Pengumpulan data dilakukan dengan kuesioner, studi pustaka, dan dokumentasi. Teknik analisis dilakukan dengan menggunakan metode Service Quality (Servqual) dan Importance Performance Analysis (IPA). Responden penelitian merupakan penumpang maskapai Garuda Indonesia periode April 2020-April 2021. Hasil dari penelitian ini menunjukkan dimensi fisik/berwujud (tangible) penumpang merasa puas dengan nilai rata-rata gap (0,03), kehandalan (reliability) penumpang merasa puas dengan nilai rata-rata gap (0,1), daya tanggap (responsiveness) penumpang merasa puas dengan nilai rata-rata gap (0,09), jaminan (assurance) penumpang merasa puas dengan nilai rata-rata gap (0,05), empati (emphaty) penumpang merasa puas dengan nilai rata-rata gap (0,15). Dapat disimpulkan bahwa penumpang maskapai Garuda Indonesia merasa puas dengan pelayanan yang diberikan. Atribut yang harus dikembangkan agar menungkatkan kualitas pelayanan pada penelitian ini pada atribut P12 (Awak pesawat Maskapai Garuda Indonesia harus selalu bersedia membantu penumpang yang memiliki masalah) dan P17 (Maskapai Garuda Indonesia seharusnya menyediakan masker yang digunakan oleh awak pesawat agar dapat melakukan pelayanan di masa pandemi dengan aman).Kata Kunci: Garuda Indonesia, Kepuasan Penumpang, Kualitas Pelayanan. AbstractThe aim of this study is to determine passenger satisfaction with service quality and to determine the service quality attributes that can be developed by Garuda Indonesia airline at Soekarno-Hatta International Airport. In this study, researchers used descriptive quantitative research in the form of a survey, using five main dimensions of service quality, namely physical/tangible, reliability, responsiveness, assurance, and empathy. Data was collected by means of questionnaires, literature study, and documentation. The analysis technique is carried out using the Service Quality (Servqual) and Importance Performance Analysis (IPA) methods. Research respondents are Garuda Indonesia airline passengers from April 2020 to April 2021. The results of this study indicate that the physical dimensions / tangibles (tangible) passengers are satisfied with the average value of the gap (0.03), the reliability (reliability) passengers are satisfied with the average value of the gap (0.1), responsiveness (responsiveness) ) passengers are satisfied with the average value of the gap (0.09), the guarantee (assurance) passengers are satisfied with the average value of the gap (0.05), empathy (emphaty) passengers are satisfied with the average value of the gap (0 ,15). It can be concluded that Garuda Indonesia airline passengers are satisfied with the services provided. The attributes that must be developed in order to improve the quality of service in this research are the attributes of P12 (the crew of Garuda Indonesia Airlines must always be willing to help passengers who have problems) and P17 (Garuda Indonesia Airlines should provide masks that are used by flight crews in order to provide services during the pandemic). with safe)Keyword: Garuda Indonesia, Passenger Satisfaction, Service Quality,]]>
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