PENGARUH TECHNICAL QUALITY, FUNCTIONAL QUALITY DAN CORPORATE IMAGE TERHADAP KEPUASAN PELANGGAN JASA PENERBANGAN: STUDI PT GARUDA INDONESIA AIRWAYS (GIA)

  • Krido Eko Cahyono Sekolah Tinggi Ilmu Ekonomi Indonesia (STIESIA) Surabaya
Keywords: technical quality, functional quality, corporate image

Abstract

Customer satisfaction is one indicator of the success of a management in managing a business including the aviation business. Factors affecting customer satisfaction, among others, the quality of services provided to its customers. This study intended to determine how the level of customer satisfaction with the service provided GIA. The research method used is descriptive research that suggests an incident and the existing data based on existing theories. Research data obtained from primary data through questionnaires and secondary of the bank's internal publications and data, while processing the data using descriptive statistics and analytics. Research done with a 12 point question that is considered to represent the three variables of service quality that is tehnical quality, funcional quality, and corporate image. This type of research is a type of quantitative research. Data collection techniques used were questionnaires, interviews, and documentation. Analysis to determine the effect of independent variables and the dependent variable using multiple linear regression analysis. From the analysis it can be seen that the technical quality, functional quality and corporate image partially significant effect on customer satisfaction GIA. Of the three dominant variables that influence the functional quality.

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Published
2016-12-08
How to Cite
Cahyono, K. (2016). PENGARUH TECHNICAL QUALITY, FUNCTIONAL QUALITY DAN CORPORATE IMAGE TERHADAP KEPUASAN PELANGGAN JASA PENERBANGAN: STUDI PT GARUDA INDONESIA AIRWAYS (GIA). JURNAL EKSEKUTIF, 13(2). Retrieved from http://jurnal.ibmt.ac.id/index.php/jeksekutif/article/view/116
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Articles