Pengaruh Penanganan Pelayanan terhadap Loyalitas Pelanggan di PT Garuda Indonesia

• Main Authors: , Teni Krisnaningsih, , Dr. Bernardinus Maria Purwanto, M.B.A.
• Format: Theses and Dissertations NonPeerReviewed
• Published: [Yogyakarta] : Universitas Gadjah Mada 2013
• Subjects: ETD
• Online Access: https://repository.ugm.ac.id/118358/; http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=58305
• Institution: Universitas Gadjah Mada

One of factors that can deliver high competitiveness for airlines is the level of customer service. PT. Garuda Indonesia, which was founded in 1949, is the largest airline in Indonesia's State Enterprises (SOEs), which operates 67 aircraft, stopping in 28 domestic cities and 17 international cities. Based on the results of the survey CSI (Customer Satisfaction Index or the Customer Satisfaction Index) in 2010 that of some types of services that exist in the service flag carrier PT Garuda Indonesia, Garuda is seen that baggage service is a service of the highest type of complaint or service failure rates that most often carried out by Garuda contained in baggage service. The purpose of this study was to determine the effect of distributive justice, process procedures, complaints, employee performance, satisfaction and empathy for the handling of service in PT Garuda Indonesia, and also to determine the effect of satisfaction on customer loyalty management services at PT Garuda Indonesia. This study uses explanative through hypothesis testing. Methods of data collection conducted the survey in which researchers used a questionnaire instrument. The population in this study is the consumers who use the services of PT Garuda Indonesia. Sampling in this study using purposive sampling method with the form of accidental sampling. The number of samples in this study of 100 respondents. The results showed that the variables of distributive justice, complaints, employee performance, and empathy have significant effect on the handling of service satisfaction, while the procedure of process variables shown to no significant effect on the handling of service satisfaction. Meanwhile, the handling of service satisfaction variables shown to significant effect on customer loyalty. However, the variable performance of employees is the dominant variable affecting the satisfaction of handling the service.