Tingkat Kepuasan Penumpang Angkutan Udara Full Service Garuda Indonesia di Bandara Mutiara Palu

Masripah, Siti; Yarlina, Lita

doi:10.25104/warlit.v26i6.898

Cited by 2 publications

(1 citation statement)

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“…[15] [16][17]. Terdapat empat langkah dalam perhitungan Customer Satisfaction Index (CSI), yaitu menentukan Mean Importance Score (MIS) dan Mean Satisfaction Score (MSS), membuat Weight Factor (WF), membuat Weighting Score (WS), dan menghitung CSI.…”

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Dampak Kenaikan Tarif Ojek Online Terhadap Pendapatan Pengemudi Dan Kepuasan Penumpang, Tinjauan Sebelum Pandemi Covid 19

Risdiyanto

Tanjung

Alfed

2021

JTS

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Tariff and service are two important elements in online transportation. With the increase in rates, it will affect the income of drivers and passenger services. The purpose of this study is to determine the impact of the increase in online motorcycle taxi rates in 2019 when compared to 2018. Research in 2019 is a continuation of research in 2018. Data was obtained by conducting interviews with 200 passengers and 100 online motorcycle taxi drivers (Go-Jek) for each year. The impact of the tariff increase on driver's income is carried out by comparing the amount of income between 2019 and 2018. The Cuswetomer Satisfaction Index method was chosen to determine the service performance of online motorcycle taxis. Based on the analysis, the results show that the driver's income in the 2019 study has increased compared to 2018. In terms of service, the CSI value has increased. This shows that after the tariff increase, online motorcycle taxi transportation services are getting better

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Dampak Kenaikan Tarif Ojek Online Terhadap Pendapatan Pengemudi Dan Kepuasan Penumpang, Tinjauan Sebelum Pandemi Covid 19

Risdiyanto

Tanjung

Alfed

2021

JTS

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Service quality and behavioral intention among Cebu Pacific passengers: Basis for action plan

Yu,

Ylagan

2024

IJRSM

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This study investigates the relationship between service quality and behavioral intentions of passengers flying with Cebu Pacific. It also aims to gain beneficial insights to enhance the customer satisfaction and loyalty. Employing a descriptive correlation analysis, the study assessed multiple aspects of service quality, including dependability, responsiveness, assurance, empathy, and tangibles. A structured questionnaire was used to examine behavioral intentions such as repurchase intention and willingness to recommend. Data were gathered from passengers at five major airports in the Philippines. The results reveal significant positive correlations between all service quality dimensions and passenger behavioral intentions, with dependability and empathy having the strongest effects. These findings highlight the importance of comprehensive service quality management for enhancing passenger satisfaction and loyalty. For airlines, particularly in competitive markets like the Philippines, prioritizing multi-dimensional service quality improvements can lead to increased customer satisfaction, loyalty, market share, and profitability.

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Tingkat Kepuasan Penumpang Angkutan Udara Full Service Garuda Indonesia di Bandara Mutiara Palu

Cited by 2 publications

References 0 publications

Dampak Kenaikan Tarif Ojek Online Terhadap Pendapatan Pengemudi Dan Kepuasan Penumpang, Tinjauan Sebelum Pandemi Covid 19

Dampak Kenaikan Tarif Ojek Online Terhadap Pendapatan Pengemudi Dan Kepuasan Penumpang, Tinjauan Sebelum Pandemi Covid 19

Service quality and behavioral intention among Cebu Pacific passengers: Basis for action plan

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