PENGARUH KUALITAS PELAYANAN PRAMUGARI TERHADAP KEPUASAN DAN KENYAMANAN PENUMPANG PADA MASKAPAI LION MENTARI AIR DENGAN RUTE JAKARTA – DENPASAR

Pajung, Agustina Dwi Liliana (2018) PENGARUH KUALITAS PELAYANAN PRAMUGARI TERHADAP KEPUASAN DAN KENYAMANAN PENUMPANG PADA MASKAPAI LION MENTARI AIR DENGAN RUTE JAKARTA – DENPASAR. Tugas Akhir thesis, Sekolah Tinggi Teknologi Kedirgantaraan Yogyakarta.

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Official URL: http://digilib.sttkd.ac.id/

Abstract | Intisari

Services provided by flight attendants on a flight are a benchmark for passengers on the flight to ensure that the passenger is satisfied and comfortable or not. In addition to the services provided with cleanliness and tidiness from the side of the aircraft cabin, seating, and lavatory or the restroom is also always used as a benchmark for passengers, the more clean and tidy the passenger will feel more comfortable and satisfied. Apart from that, the better the service provided by the flight attendant , the passenger will have good loyalty to Lion Air's company and will create a good impression in the future to use flight services again. This research uses qualitative descriptive method. This study uses primary data obtained directly from the original source. Data collection techniques in this study include observation, interviews , documentation . The sample in this study were several passengers of Lion Mentari Air who had finished making flights and had arrived in the destination city. From the results of interviews conducted with four resource persons, 75% of the interviewees said they were satisfied with the service provided by flight attendant Lion Mentari Air because their expectations of being served were well met and 25% said they were dissatisfied due to the lack of knowledge of the resource persons regarding their duties and responsibilities a flight attendant.

Tipe Koleksi:

Thesis (Tugas Akhir)

Subjek:

Airport Service > Customer Service

Contributors: