Kualitas pelayanan pada maskapai: Fasilitas dan perilaku penumpang

Eka Immamah, Dewi Endah Fajariana, Helena Louise Panggabean, Siti Asriati, Ryan Firdiansyah Suryawan

Abstract


Tujuan penelitian artikel ini menganalisis fasilitas perusahaan penerbangan dengan kualitas pelayanan serta perilaku penumpang dengan kualitas pelayanan, dengan ruang lingkup kajian literatur manajemen pemasaran. Metodologi penelitian ini menggunakan pendekatan kualitatif dengan melihat enam referensi tentang fasilitas, kualitas pelayanan dan penciptaan nilai pelanggan. Studi sastra adalah jenis atau metode penulisan akademik dalam bentuk penelitian kepustakaan. Analisis teoritis, analisis hubungan antar variabel buku dan majalah, online dan offline, diperoleh dari Mendeley, Google Scholar dan media online lainnya. Hasil penelitian memberikan suatu penguatan dan menambah khasanah bagi ilmu dan pengetahuan khususnya dalam bidang manajemen pemasaran dengan bidang khusus transportasi udara, variabel fasilitas dengan variabel kualitas pelayanan tidak signifikan atau negatif dari dua literatur review yang didapatkan oleh peneliti-peneliti dalam selesainya artikel ilmiah ini, juga ada beberapa variabel yang menjadikan gap dalam penelitian di masa yang akan datang seperti variabel keamanan, kepuasan pelanggan, value money, satisfaction, serta passenger satisfaction.

 

Quality of service at airlines: Facilities and passenger behavior

 

Abstract: Purpose This research analyzes airline facilities with service quality and passenger behavior with service quality, with the scope of marketing management literature review.  This research methodology uses a qualitative approach by looking at six references about facilities, service quality, and customer value creation. Literary studies are types or methods of academic writing in the form of literature research. Theoretical analysis, which is an analysis of the relationship between variables of books and magazines, online and offline, was obtained from Mendeley, Google Scholar, and other online media. The results of the study reinforce and add to the treasures of science and knowledge, especially in the field of marketing management with a special field of air transportation. Facility variables with service quality variables are not significant or negative from the two review literature obtained by researchers in the completion of this scientific article; there are also several variables that make gaps in future research, such as security variables,  customer satisfaction, value money, satisfaction, and passenger satisfaction.


Keywords


Kualitas Pelayanan; Fasilitas dan Perilaku Penumpang; Perusahaan Penerbangan

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DOI: https://doi.org/10.52186/aviasi.v20i1.126

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