Pratama, Iin Yangkee (2014) THE ANALYSIS OF SERVICE QUALITY ON DELAY CONDITION AT SRIWIJAYA AIR. Other thesis, Politeknik Negeri Sriwijaya.
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Text (CHAPTER II LITERATURE REVIEW)
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Text (CHAPTER IV FINDINGS AND DISCUSSION)
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Text (BAB V CONCLUSIONS AND SUGGESTIONS)
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Abstract
The development of airlines trading company managed by private shows high development at the present time. Hence, it is more complicated to get the customers. Due hard to competitiveness, it will be as the hindrances for the airlines trading company owned by the private (Sriwijaya Air). One of the strategies to be done either by the government or private in maintaining and depending the amount of consumers is by giving qualified service. With the optimum service, it is expected to give better service for the fulfillment of the satisfaction to the customers, able to win the competitiveness and finally to get maximum profit. The problem of this research is how the quality of service Sriwijaya Air while delay conditions seen in five dimensions such as: tangibles, reliability, responsiveness, assurance, and empathy. And then the writer also use an additional variable is the service quality on delay which includes the provision of information about the delay accuracy, and timeliness of compensation in the compensation. The theory used in this study is the theory of Marketing Management related to service quality. The approach used in this study is a survey and the type of research descriptive quantitative. The data collection techniques are with interviews and distributing questionnaires to a sample of 50 respondents. The results showed that the quality of service seen from 5 dimensions: tangibles, reliability, responsiveness, assurance and empathy shows great results for customer satisfaction with quality of services are given by Sriwijaya Air. The most dominant variable has a significant effect is variable Assurance. Values for additional variables, namely: the quality of service when flight delays, had pretty good results. But there is bad judgment given by the respondents to one variable element, namely the timeliness of compensation in the form of snacks. It is concluded that the Sriwijaya Air has provided a good quality of service, but Sriwijaya Air is still lacking in terms of timeliness in providing compensation in the form of snacks to passengers when flight delays condition.
| Item Type: | Thesis (Other) |
|---|---|
| Uncontrolled Keywords: | The data collection techniques are with interviews and distributing questionnaires to a sample of 50 respondents. The results showed that the quality of service seen from 5 dimensions: tangibles, reliability, responsiveness, assurance and empathy shows great results for customer satisfaction with quality of services are given by Sriwijaya Air. The most dominant variable has a significant effect is variable Assurance. Values for additional variables, namely: the quality of service when flight delays, had pretty good results. But there is bad judgment given by the respondents to one variable element, namely the timeliness of compensation in the form of snacks. It is concluded that the Sriwijaya Air has provided a good quality of service, but Sriwijaya Air is still lacking in terms of timeliness in providing compensation in the form of snacks to passengers when flight delays condition |
| Subjects: | P Language and Literature > PE English |
| Divisions: | English > Undergraduate Theses |
| Depositing User: | Mrs Trisni Handayani |
| Date Deposited: | 26 Nov 2015 02:23 |
| Last Modified: | 26 Nov 2015 02:23 |
| URI: | http://eprints.polsri.ac.id/id/eprint/1484 |
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