CUSTOMER GAP ANALYSIS USING THE SERVQUAL METHOD FOR LOW-COST AIRLINES IN INDONESIA

• Main Author: MUHAMMAD TSANY (19015006), AVILLA
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/25947
• Institution: Institut Teknologi Bandung

Nowadays, the mobility level of Indonesian is very high. They are demanded to move from one place to another with the most efficient way as possible. One of the public transportation that can be chosen by society to travel within short time is airplane. By using airplane, people can transport from one place to another with fewer time if compared to other transportations although it will cost them more money. But now, there are some airlines company that provide a low-cost services for their passengers so they could travel by using airplane in relative cheaper way. This low-cost service boom very rapidly as nowadays there are more low-cost airlines company rather than full-service airlines company in Indonesia. Each company are now competing to give the lowest price to their customers although it could sacrifice the quality of service that given to the customers. <br /> <br /> This research is aimed to investigate the current service quality of low-cost airlines in Indonesia and finding out what is the main service quality indicator that is the most important indicator for passengers. To reach the objectives, this research uses SERVQUAL method compiled by Parasuraman et al. (1988) as the foundation and main theory. This research found out that all gaps resulted in negative which means companies are failed to at least meet the expectation of passengers. Therefore, this research will give recommendation for low-cost airlines companies in Indonesia so they can improve the quality of service for their passenger