ANALISIS KUALITAS PELAYANAN MASKAPAI PENERBANGAN LION AIR TERHADAP KEPUASAN KONSUMEN MENGGUNAKAN METODE IMPORTANCE PERFORMANCE ANALYSIS (Studi Kasus pada PT. Lion Air)

SETIAWAN, ENDAN (2020) ANALISIS KUALITAS PELAYANAN MASKAPAI PENERBANGAN LION AIR TERHADAP KEPUASAN KONSUMEN MENGGUNAKAN METODE IMPORTANCE PERFORMANCE ANALYSIS (Studi Kasus pada PT. Lion Air). S1 thesis, Universitas Mercu Buana Jakarta.

[img]
Preview
 Text (HAL COVER)
1. HALAMAN JUDUL.pdf
Download (219kB) | Preview
[img]
Preview
 Text (ABSTRAK)
2. ABSTRAK.pdf
Download (221kB) | Preview
[img]
Preview
 Text (LEMBAR PERNYATAAN)
4. SURAT PERNYATAAN.pdf
Download (295kB) | Preview
[img]
Preview
 Text (LEMBAR PENGESAHAN)
3. LEMBAR PENGESAHAN.pdf
Download (317kB) | Preview
[img]
Preview
 Text (KATA PENGANTAR)
5. KATA PENGANTAR.pdf
Download (290kB) | Preview
[img]
Preview
 Text (DAFTAR ISI)
6. DAFTAR ISI.pdf
Download (222kB) | Preview
[img]
Preview
 Text (DAFTAR TABEL)
7. DAFTAR TABEL.pdf
Download (261kB) | Preview
[img]
Preview
 Text (DAFTAR GAMBAR)
8. DAFTAR GAMBAR.pdf
Download (216kB) | Preview
[img]
Preview
 Text (DAFTAR LAMPIRAN)
9. DAFTAR LAMPIRAN.pdf
Download (215kB) | Preview
[img] Text (BAB I)
10. BAB I.pdf
Restricted to Registered users only
Download (329kB)
[img] Text (BAB II)
11. BAB II.pdf
Restricted to Registered users only
Download (663kB)
[img] Text (BAB III)
12. BAB III.pdf
Restricted to Registered users only
Download (438kB)
[img] Text (BAB IV)
13. BAB IV.pdf
Restricted to Registered users only
Download (632kB)
[img] Text (BAB V)
14. BAB V.pdf
Restricted to Registered users only
Download (218kB)
[img] Text (DAFTAR PUSTAKA)
15. DAFTAR PUSTAKA.pdf
Restricted to Registered users only
Download (270kB)
[img] Text (LAMPIRAN)
16. LAMPIRAN.pdf
Restricted to Registered users only
Download (835kB)

Abstract

Penelitian ini bertujuan untuk mengetahui tingkat kepentingan konsumen mengenai kualitas layanan Airlines Quality yakni airlines tangible, terminal tangible, personnel, empathy, dan image pada maskapai Lion Air dan tingkat kinerja layanan yang dirasakan oleh konsumen setelah menerima layanan Airlines Quality yakni airlines tangible, terminal tangible, personnel, empathy, dan image pada maskapai Lion Air. Pengumpulan data menggunakan kuesioner online atau google form dengan sampel menggunakan simple random sampling sebanyak 125 responden. Metode yang digunakan pada penelitian ini adalah metode importance performance analysis. Hasil penelitian ini adalah tingkat kesesuaian antara kepentingan dan kinerja kualitas layanan perusahaan yang ditinjau dari dimensi airlines tangible, terminal tangible, personnel, empathy, dan image dengan nilai tingkat kesesuaian 5 dimensi adalah 97,33 % yang menunjukkan bahwa kesesuaian tingkat kinerja Lion Air termasuk kategori tidak puas karena belum mampu memenuhi kesesuaian tingkat kepentingan pelanggan. Tingkat kesesuaian kinerja Lion Air perlu ditingkatkan minimal sebesar 2,67 % apabila ingin memenuhi tingkat kepentingan pelanggan dengan memperbaiki pada kinerja layanannya. Kata Kunci : Kualitas Layanan, Analisis Airqual, Importance Performance Analysis This study aims to determine the level of consumer interest regarding the quality of Airlines Quality services namely tangible airlines, tangible terminals, personnel, empathy, and images on Lion Air airlines and the level of service performance felt by consumers after receiving Airlines Quality services namely tangible airlines, tangible terminals, personnel, empathy, and image on the Lion Air airline. Data collection using an online questionnaire or google form with a sample using a simple random sampling of 125 respondents. The method used in this study is the importance performance analysis method. The results of this study are the level of conformity between the interests and performance of the company's service quality in terms of tangible airlines, tangible terminals, personnel, empathy, and images with a value of conformity level of 5 dimensions is 97.33% which shows that the suitability level of Lion Air's performance is included in the category of not satisfied because they have not been able to meet the suitability level of customer interests. The level of suitability of Lion Air's performance needs to be increased by a minimum of 2.67% if it wants to meet the level of customer interest by improving its service performance. Keywords: Service Quality, Airqual Analysis, Importance Performance Analysis

Item Type: Thesis (S1)
Call Number CD: FE/MJ. 20 477
Call Number: SE/31/21/283
NIM/NIDN Creators: 43114110098
Additional Information: Service Quality, Airqual Analysis, Importance Performance Analysis
Subjects: 100 Philosophy and Psychology/Filsafat dan Psikologi > 150 Psychology/Psikologi > 154 Subconscious and Altered States and Process/Psikologi Bawah Sadar > 154.6 Sleep Phenomena/Fenomena Tidur > 154.63 Dreams/Mimpi > 154.634 Analysis/Analisis
100 Philosophy and Psychology/Filsafat dan Psikologi > 150 Psychology/Psikologi > 155 Differential and Developmental Psychology/Psikologi Diferensial dan Psikologi Perkembangan > 155.9 Environmental Psychology/Psikologi Lingkungan > 155.96 Influence of Restrictive Environments/Pengaruh Lingkungan Perbatasan > 155.965 Aircraft/Pesawat Terbang
200 Religion/Agama > 260 Christian Social Theology/Teologi Sosial Kristen > 268 Religious Education/Pendidikan Agama Kristen, Pengajaran Agama Kristen > 268.7 Services/Pelayanan
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 657 Accounting/Akuntansi > 657.8 Accounting for Enterprises Enganged in Specific Kinds of Activities/Akuntansi Usaha yang Bergerak dalam Jenis Kegiatan Tertentu > 657.83 Service and Professionals Activities/Kegiatan Pelayanan dan Profesional
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum > 658.6 Quality Management/Manajemen Kualitas
Divisions: Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User: Dede Muksin Lubis
Date Deposited: 03 Jan 2022 00:49
Last Modified: 17 Oct 2022 01:35
URI: http://repository.mercubuana.ac.id/id/eprint/53398

Actions (login required)

View Item View Item
UMB Repository is powered by EPrints 3 which is developed by the School of Electronics and Computer Science at the University of Southampton. More information and software credits.