Syarief, Husniyyah Faadhilah (2021) Pengaruh komunikasi nonverbal awak kabin terhadap kepuasan pelanggan PT. Garuda = The impact of nonverbal communication of cabin crew towards customer satisfaction PT. Garuda Indonesia. Bachelor thesis, Universitas Pelita Harapan.
![[img]](http://repository.uph.edu/style/images/fileicons/text.png) |
Text (Title)
Title (70).pdf Restricted to Repository staff only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (344kB) |
|
|
Text (Abstract)
Abstract.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (124kB) | Preview |
|
|
Text (ToC)
ToC.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (245kB) | Preview |
|
|
Text (Chapter1)
Chapter1.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (275kB) | Preview |
|
|
Text (Chapter2)
Chapter2.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (308kB) |
|
|
Text (Chapter3)
Chapter3.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (360kB) |
|
|
Text (Chapter4)
Chapter4.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (335kB) |
|
|
Text (Chapter5)
Chapter5.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (66kB) |
|
|
Text (Bibliography)
Bibliography.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (235kB) | Preview |
|
|
Text (Appendices)
Appendices.pdf Restricted to Repository staff only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (647kB) |
Abstract
Penerapan komunikasi nonverbal dalam maskapai penerbangan menjadi perhatian yang penting karena faktor perbedaan bahasa yang ditemui oleh para awak kabin dengan pelanggan maskapai. Studi empirik komunikasi nonverbal terbatas pada studi psikologi, sementara penelitian komunikasi nonverbal terbukti memiliki kontribusi yang penting bagi manajerial organisasi dan perusahaan jasa. Tujuan penelitian ini adalah untuk mengetahui seberapa besar pengaruh komunikasi nonverbal awak kabin terhadap kepuasan pelanggan PT. Garuda Indonesia. Teori yang digunakan dalam menganalisa penelitian ini adalah teori kepuasan pelanggan. Menggunakan metode kuantitatif eksplanatori, dengan jumlah sampel sebanyak 100 orang penumpang pesawat Garuda Indonesia dan teknik analisis data regresi linear. Hasil penelitian menunjukan hubungan variabel komunikasi nonverbal awak kabin dengan kepuasan pelanggan PT Garuda Indonesia berada pada kategori hubungan yang kuat. Kemudian tingkat pengaruh variabel X terhadap variabel Y dengan tingkat pengaruh sebesar 74%. Dengan demikian komunikasi nonverbal awak kabin memiliki pengaruh yang signifikan terhadap kepuasan pelanggan PT Garuda Indonesia. Adapun sebagai saran dari penelitian adalah secara akademis sebagai referensi penelitian selanjutnya untuk menambahkan variabel pengukuran kepuasan pelanggan, dan secara praktis bagi PT. Garuda Indonesia untuk meningkatkan komunikasi nonverbal awak kabin yang sudah dimiliki saat ini. / The application of nonverbal communication within airlines is an important concern due to the difference in language encountered by cabin crew and airline customers. Empirical study of nonverbal communication is limited to psychological studies, while nonverbal communication research is shown to have important contributions to managerial organizations and service companies. The purpose of this research is to determine the impact of nonverbal communication cabin crew towards customer satisfaction PT. Garuda Indonesia. The theory used in this analysis is customer satisfaction theory. Using an explanatory quantitative method, with a total sample of 100 Garuda Indonesia passengers and linear regression data analysis techniques. The results showed the correlation between cabin crew nonverbal communication variables with customer satisfaction PT Garuda Indonesia is in the strong relationship category. Then the level of influence of variable X on variable Y with a level of influence of 74%. Thus the nonverbal communication of cabin crew has a significant effect on customer satisfaction of PT Garuda Indonesia. As for the suggestion of the research is academically as a reference for further research to add variables to measure customer satisfaction, and practically for PT. Garuda Indonesia to improve the nonverbal communication of cabin crew that it currently has.
| Item Type: | Thesis (Bachelor) | ||||||||
|---|---|---|---|---|---|---|---|---|---|
| Creators: |
|
||||||||
| Contributors: |
|
||||||||
| Additional Information: | 31001000236803 | ||||||||
| Uncontrolled Keywords: | komunikasi nonverbal; kepuasan pelanggan; eksplanatori; Garuda Indonesia | ||||||||
| Subjects: | H Social Sciences > HM Sociology > HM 1201-1216 Communication | ||||||||
| Divisions: | University Subject > Current > Faculty/School - UPH Karawaci > Faculty of Social and Political Science > Communication Science (Distance Education Program) Current > Faculty/School - UPH Karawaci > Faculty of Social and Political Science > Communication Science (Distance Education Program) |
||||||||
| Depositing User: | Users 4948 not found. | ||||||||
| Date Deposited: | 01 Feb 2021 02:23 | ||||||||
| Last Modified: | 21 Sep 2021 06:05 | ||||||||
| URI: | http://repository.uph.edu/id/eprint/14449 |
Actions (login required)
 |
View Item |
