Strategi layanan full service maskapai Batik Air dalam memberikan kenyamanan penumpang melakukan penerbangan

Muhsen, Rifani Maulida (2024) Strategi layanan full service maskapai Batik Air dalam memberikan kenyamanan penumpang melakukan penerbangan. Bachelor thesis, UNIVERSITAS PELITA HARAPAN.

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Abstract

Layanan full service adalah proses pemenuhan kebutuhan melalui aktivitas orang lain terpenuhi harapan penumpang dapat tergambarkan dari aspek layanan yang disediakan maskapai penerbangan. Hasil penelitian menunjukkan pada pada konsep komunikasi layanan full service pada aspek tangible, komunikasi mencakup elemen-elemen yang melibatkan indera manusia. Seperti tersedia fasilitas lounge bandara. Reliable komunikasi harus transparan dan jujur mengenai apa yang dapat diandalkan dalam layanan. Responsiveness kemampuan perusahaan untuk memberikan tanggapan atau respon yang cepat, tanggap, terhadap kebutuhan, atau masalah penumpang. Competence, komunikasi yang menunjukkan kemampuan untuk mendengarkan dan memahami kebutuhan, keinginan, atau masalah penumpang. Courtesy, komunikasi yang menunjukkan kepedulian terhadap kebutuhan dan kenyamanan penumpang. Credibilty, komunikasi dalam layanan yang berkaitan dengan kredibilitas melibatkan sejumlah aspek yang menciptakan dan mempertahankan kepercayaan. Security komunikasi yang mendukung persepsi pelanggan terhadap keamanan layanan yang diberikan. Access, konsep komunikasi dalam layanan seperti penyampaikan informasi dengan jelas kepada penumpang. Communication, kemampuan menginformasikan sesuatu dalam bahasa yang mudah dimengerti. Understanding the customer, yang berkaitan dengan kemampuan mengenali dan merespons kebutuhan, preferensi, dan harapan penumpang. Maskapai Batik Air menerapkan strategi full sevice untuk memahami kebutuhan dan preferensi kelompok tertentu, sehingga maskapai dapat memberikan layanan yang lebih terpersonal dan menyediakan penawaran dan layanan yang disesuaikan dengan preferensi pelanggan. / Full service is the process of fulfilling needs through the activities of other people. Fulfilling passengers' expectations can be reflected in the service aspects provided by airlines. The research results show that in the concept of full service communication in the tangible aspect, communication includes elements that involve the human senses. Such as airport lounge facilities available. Reliable communication must be transparent and honest regarding what is reliable in the service. Responsiveness is the company's ability to provide quick, responsive responses to passenger needs or problems. Competence, communication that shows the ability to listen to and understand passengers' needs, desires or problems. Courtesy, communication that shows concern for passenger needs and comfort. Credibility, communication in services related to credibility involves a number of aspects that create and maintain trust. Communication security that supports customer perceptions of the security of the services provided. Access, the concept of communication in services such as conveying information clearly to passengers. Communication, the ability to inform something in language that is easy to understand. Understanding the customer, which relates to the ability to recognize and respond to passenger needs, preferences and expectations. Batik Air airline implements a full service strategy to understand the needs and preferences of certain groups, so that the airline can provide more personalized service and provide offers and services tailored to customer preferences.

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