Yaow, Felix and Pramitasari, Niken (2024) ANALISIS KEPUASAN PELANGGAN TERHADAP KUALITAS PELAYANAN MASKAPAI LION AIR DI BANDAR LAMPUNG. Skripsi thesis, Institut Informatika dan Bisnis Darmajaya.
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Abstract
This research is motivated by the increasingly rapid development of airlines so that there is competition to survive in the market and provide maximum consumer satisfaction. The problem faced by the level of consumer satisfaction with the quality of service provided by Lion Air Airlines in Bandar Lampung. This research was to analyze the level of consumer satisfaction with the quality of service provided by Lion Air in Bandar Lampung. This study used quantitative methods. Data was collected using a questionnaire from 100 passengers from Lion Air who live in Bandar Lampung as respondents. The analysis tool used was Importance Performance Analysis (IPA) to compare consumer assessments of the level of importance of service quality (importance) with the level of service quality performance (performance) and Customer Satisfaction Index (CSI) analysis to determine the consumer satisfaction scale. The research results were concluded based on the Importance of Performance Analysis that there were 8 attributes of interest to consumers asked that the quality of service was good. . The Customer Satisfaction Index (CSI) results showed Satisfaction level with Lion Air Airline services in Bandar Lampung.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Subjects: | 600 Teknologi - Ilmu terapan > 650 Manajemen eSkripsi |
| Divisions: | Skripsi/TA & PKPM/KP - Fakultas Ekonomi Bisnis > Prodi Manajemen |
| Depositing User: | F Y |
| Date Deposited: | 10 Sep 2024 02:26 |
| Last Modified: | 10 Sep 2024 02:26 |
| URI: | http://repo.darmajaya.ac.id/id/eprint/17963 |
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