Hubungan Service Excellence Pramugari dengan Kepuasan Penumpang Maskapai Citilink Indonesia

Sari, Desti Mahendra (2023) Hubungan Service Excellence Pramugari dengan Kepuasan Penumpang Maskapai Citilink Indonesia. Bachelor thesis, Universitas Pelita Harapan.

Preview	Text (Title.pdf) Title.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (218kB) | Preview
Preview	Text (Abstract.pdf) Abstract.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (220kB) | Preview
Preview	Text (ToC.pdf) ToC.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (253kB) | Preview
	Text (Chapter1.pdf) Chapter1.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (379kB)
	Text (Chapter2.pdf) Chapter2.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (327kB)
	Text (Chapter3.pdf) Chapter3.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (266kB)
	Text (Chapter4.pdf) Chapter4.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (298kB)
	Text (Chapter5.pdf) Chapter5.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (211kB)
Preview	Text (Bibliography) Bibliography.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (254kB) | Preview
	Text (Appendices) Appendices.pdf Restricted to Repository staff only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (2MB)

Abstract

Permasalahan kepuasaan penumpang pada suatu penerbangan adalah topik yang berarti bagi suatu industri agar dapat mereguk profit dari nilai kebahagiaan yang dirasakan oleh penumpang, dan salah satu keunggulan yang ditawarkan oleh maskapai Citilink Indonesia adalah service excellence pramugari. Tujuan penelitian ini untuk mengetahui hubungan antara service excellence pramugari Citilink Indonesia dengan kepuasan penumpang. Penelitian ini menggunakan pendekatan kuantitatif dengan metode survei dan populasi dalam penelitian ini adalah penumpang Citilink Indonesia tujuan Halim Perdanakusuma Jakarta ke Surabaya dengan periode penerbangan bulan Februari 2023 hingga bulan Mei 2023 dan telah melakukan penerbangan menggunakan Citilink Indonesia lebih dari dua kali. Dengan teknik pengambilan sampel yang digunakan yaitu nonprobability sampling menggunakan pendekatan purposive sampling. Analisis data menggunakan uji korelasi terhadap 100 responden. Hasil yang ditemukan dalam penelitian ini adalah nilai signifikan hitung sebesar 0.000 dan koefisien korelasi 0.878** dan dinyatakan bahwa terdapat hubungan yang kuat antara variabel service excellence dengan kepuasan penumpang/The problem of passenger satisfaction on flight is a meaningful topic for an industry to be able to profit from the value of happiness felt by passengers, and one of the superiority offered by Citilink Indonesia airline is service excellence for flight attendants. The purpose of this study was to determine the relationship between Citilink Indonesia's flight attendant service excellence and passenger satisfaction. This study uses a quantitative approach with survey methods and the population in this study are Citilink Indonesia passengers bound for Halim Perdanakusuma Jakarta to Surabaya with flight periods from February 2023 to May 2023 and have flown using Citilink Indonesia more than twice. The sampling technique used is nonprobability sampling using a purposive sampling approach. Data analysis used a correlation test of 100 respondents. The results found in this study are a significant calculated value of 0.000 and a correlation coefficient of 0.878** and it is stated that there is a strong relationship between service excellence and passenger satisfaction.

Actions (login required)

View Item