Meningkatkah Kualitas Pelayanan Jasa Penerbangan Indonesia Paska Insiden Kecelakaan Pesawat Terbang

Arief Yulianto

Abstract

Penelitian ini bertujuan menilai kualitas pelayanan industri penerbangan menggunakan model ServQual dan menguji tingkat kepentingan kelima dimensi kualitas pelayanan. Sampel yang digunakan sebanyak 110 responden dari penerbangan domestik dan internasional untuk menilai gap kualitas pelayanan yang diharapkan dan yang diterima. Hasil penelitian menunjukkan empat faktor yang diharapkankan konsumen adalah kelengkapan fasilitas dari agen resmi, perlunya penjelasan penumpang kondisi kelayakan terbang, informasi mengenai waktu check-in, jaminan mendapatkan seat bagi yang telah booking. Lebih lanjut, kepuasan konsumen dan kemauan konsumen untuk merekomendasikan perusahaan penerbangan sangat tergantung dari efisiensi pelayanan. Perusahaan dapat menciptakan citra positif melalui informasi penerbangan yang menjadi pintu bagi informasi layanan perusahaan lainnya.

 


The aim of this paper is to assess the service quality of airline industry using the SERVQUAL model and to examine the relative importance attributed to service quality dimensions. A sample of 110 domestic and international passengers was administered the SERVQUAL instrument to determine their expectations and perceptions of service. Four factors are perceived as influencing perceptions of service namely agent/ticketing, information to passengers before flying (feasibility), time of check in, assurance for booking. Customer satisfaction and willingness to recommend the airline is primarily dependent on service efficiency. The company is able to create high perceptions of service using flight information priority that starting point to next services.

Keywords

Service Quality; Servqual Dimensions; Airlines Companies

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