Analisis Kepuasan Pelanggan terhadap Kualitas Layanan Situs Garuda Indonesia

• Main Authors: , Meishkafadiah Alkaff, , Dr. Didi Achjari, S.E., M.Com., Akt.
• Format: Theses and Dissertations NonPeerReviewed
• Published: [Yogyakarta] : Universitas Gadjah Mada 2013
• Subjects: ETD
• Online Access: https://repository.ugm.ac.id/119148/; http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=59142
• Institution: Universitas Gadjah Mada

This study aims to analyze customer satisfaction towards service quality provided by the website of PT Garuda Indonesia (Persero) Tbk. (www.garudaindonesia. com). Electronic service quality�s model used in this study is NetQual model (Bressolles, 2006) which consists of 18 variables representing the five dimensions of service quality, namely information, ease of use, design, reliability, and privacy / security. This study carried out by quantitative descriptive approach and type of case study research is supported by a survey of 110 respondents who have made transactions on the internet booking engine in 2011. Data analysis of research is using two methods of analysis. First, the importance-performance analysis which describes by quadrant analysis and gap analysis. Second, analysis of customer satisfaction index (customer satisfaction index). The results showed that, overall, the customer / visitor Garuda Indonesia�s website has been satisfied with the service quality with customer satisfaction index score of 73.98%. However, if seen by quadrant and gap analysis, be concluded that the overall performance of the service site is still below expectations of customers, particularly on the dimensions of ease of use with the average value of gap score -0.64 and so that this dimension is set to the priorities that need to be repaired and improved its performance.