RAMADHAN, BAYU (2019) ANALISIS ON-TIME PERFORMANCE UNTUK MENINGKATKAN KUALITAS LAYANAN. S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
The problem in this study is flight delays (Lion Air) which have an impact on bad service to passengers. The purpose of this study is to find solutions that are possible in an effort to improve performance on time when launched by Lion Air. The research design used is qualitative and quantitative. The research method used is a causal diagram (cause and effect diagram) and pareto diagram. The research instrument uses interviews and observations of interested parties. The results of the study show that the factors causing delay in Lion Air include (1) Flight Crew; (2) Ground Handling Services; (3) Technical; (4) Material. How to allow the Flight crew by placing crew standby at airports that are potentially delays. Ground handling services by adjusting the Job Desk. Technical aspects by improving troubleshooting APU lubricant systems. Finally, the material aspects are agreed to by making preparatory procedures. Keywords: on time performance, service quality Fenomena dalam penelitian ini yaitu keterlambatan penerbangan (delay) Lion Air yang berdampak pada pelayanan yang kurang baik terhadap penumpang. Tujuan dari penelitian ini adalah untuk menemukan solusi-solusi yang memungkinan dalam usaha peningkatan on-time performance pada maskapai penerbangan Lion Air. Desain penelitian yang digunakan adalah kualitatif dan kuantitatif. Metode penelitian yang digunakan adalah diagram sebab-akibat (cause and effect diagram) dan pareto chart. Instrumen penelitian menggunakan wawancara dan observasi terhadap pihak-pihak yang berkepentingan. Hasil penelitian menunjukkan bahwa faktor-faktor penyebab terjadinya delay di Lion Air antara lain (1) Kru Penerbangan; (2) Pelayanan Ground Handling; (3) Teknis; (4) Material. Cara penyelesaian berkaitan kru Penerbangan dengan cara penempatan kru standby pada bandara yang rentan delay. Pelayanan ground handling dengan cara penyesuaian Job Desk. Aspek Teknis dengan memperbaiki troubleshooting lubricant system APU. Terakhir, aspek material diselesaikan dengan membuat prosedur persediaan. Kata kunci: on time performance, kualitas layanan
| Item Type: | Thesis (S1) |
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| Call Number CD: | FE/MJ. 19 398 |
| Call Number: | SE/31/19/009 |
| NIM: | 43113120041 |
| Uncontrolled Keywords: | on time performance, kualitas layanan |
| Subjects: | 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 651 Office Services/Layanan Kantor > 651.9 Office Services in Specific Kinds of Enterprises/Layanan Kantor untuk Perusahaan Tertentu |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | Virda Syifa |
| Date Deposited: | 09 Oct 2019 02:11 |
| Last Modified: | 06 Jan 2020 07:47 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/49536 |
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