Kesuma, Adidharma Ekaputra and Hidayat, Nila K. (2017) Assessing Airline Service Quality And Perceived Service Value: A Study At PT. GARUDA INDONESIA (PERSERO) TBK. Bachelor thesis, Swiss German University.

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Abstract

This research aims to assess the service quality and its influence towards perceived service value at PT. Garuda Indonesia (Persero) Tbk. The study measures the level of service quality using service process perspective, which measures the level of quality in each service process performed at an airline. This study is a descriptive study and uses both quantitative and qualitative approach. The study utilized survey in form of questionnaires to 115 customers of Garuda Indonesia as well as in-depth interviews with customer and company representatives. Quantitative data is analyzed using linear regression and Wilcoxon Signed Rank Test (Gap Analysis) in SPSS Statistics. Moreover, an Importance-Performance Analysis is performed to determine areas of services that needs improvements. Qualitative data is analyzed through triangulation method by comparing qualitative, quantitative findings as well as previous studies. This study concludes that service quality significantly influences perceived service value. Moreover, it is also inferred that Garuda Indonesia should improve the quality of baggage delivery services and departure/ arrival services.

Item Type:	Thesis (Bachelor)
Uncontrolled Keywords:	Service Process Perspective; Airline Service Quality; Perceived Service Value; Gap Analysis; Importance-Performance Analysis (IPA)
Subjects:	H Social Sciences > HE Transportation and Communications H Social Sciences > HF Commerce > HF5001 Business
Divisions:	Faculty of Business Administration and Communication > Department of Business Administration
Depositing User:	Astuti Kusumaningrum
Date Deposited:	09 May 2020 02:42
Last Modified:	09 May 2020 02:42
URI:	http://repository.sgu.ac.id/id/eprint/137

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