Studi Identifikasi Kepuasan Pelanggan pada PT. Lion Air di Bandara Internasional Kualanamu Medan

Abstract

The development of airlines owned or managed by private parties when this shows a fairly high development, so the level of competition to get customers more difficult. Likewise with Lion Air airline owned by Rusdi Kirana who served as a member of the Presidential Advisory Council (Watimpres). One of the strategies done by both government and private airline owners in maintaining or increasing the number of customers is to provide quality services. Problem formulation in this research how customer satisfaction at PT. Lion Air at Kualanamu International Airport Medan. While the results of this study is the quality of service has a significant influence on the quality of services provided by aviation services PT. Lion Airlines. This study aims to identify the partial and simultaneous customer satisfaction level to the level of customer satisfaction and to know the more dominant influence of customer satisfaction factors (service quality, product quality, price, ease of getting product or service, and emotional factor) on the level of satisfaction Airline service provider PT.Lion Airlines at Kualanamu International Airport Medan. The approach used in this research is survey and research type is descriptive quantitative. Technique of data collecting by interview, circulate questionnaire to sample as much as 70 respondents and every passenger destination Medan (KNO) - Jakarta (CGK) is population in this research. The result of the dominant factor analysis has a significant influence is the quality of service. The percentage analysis value obtained for the service quality factor is 27%, the product quality factor is 21.9%, the price factor is 25.8%, the ease factor gets the product or service 17%, the emotional factor is 16.7% . This means that the main factor in providing customer satisfaction is the factor of service quality (ontime performance), service, and connection flight, other factors become supporters in getting customer satisfaction.