The Impact of Garuda Indonesia Experience Implementation Towards Customer Satisfaction

7/26/2019 The Impact of Garuda Indonesia Experience Implementation Towards Customer Satisfaction

1/39

The Impact of Garuda Indonesia Service Towards Customer Satisfaction Page 1

THE IMPACT OF GARUDA INDONESIA SERVICE

TOWARDS CUSTOMER SATISFACTION

By Giovani Septio

International Business 2

014201100193

Table of Contents

Table of Contents Page 1Chapter I - Introduction Page 2

1.1 Introduction Page 2

1.2 Background of Study Page 2

1.3 Statement of Problems Page 3

1.4 Significance of Study Page 4

1.5 Scope and Limitation Page 5

Chapter IIRelated

Literature Review

Page 6

2.1 Foreign Literature Page 6

2.2 Local Literature Page 7

2.3 Theoritical Framework Page 7

2.4 Definition of Terms Page 8

Chapter IIIResearch

Methodology

Page 10

3.1 Research Design Page 10

3.2 Sampling Design Page 11

3.3 Data Collection

Procedure

Page 11

3.4 Reserch Instrument Page 12

3.5 Local of Study Page 13

3.6 Statistical Treatment of

Data

Page 14

3.7 Reliability and Validity Page 16

3.7.1 Reliability Page 16

3.7.2 Validity Page 17

Appendix

Appendix IQuestionnaire Page 18

Appendix IIReferences Page 21

Appendix IIISPSS Result Page 23


2/39


Chapter I

Introduction

1.1Introduction

Airlines industry nowadays is very competitive and keeps growing. The competition in

airlines industry rises from both local and global competitors. Values offered by the

airlines companies are variative and that leaves the customer with many choices. Price

range, service quality, ease of ticketing, and boarding an clearence time might be one of

the customer preferences toward the airline service they choose. Beside the fact that

airlines industry is very competitive, it is also constantly growing.

Business activities, international trade, and tourism are few of many things that are

supported by airlines, and as those activities growing, the airline industry is growing as

well. The growth provides opportunities as well as various challenges to the airline

companies. The opportunities arise because of the increasing demand for the airline

services, while the challenges arise because of the growing numbers of demanding

customers that want a better service quality with better price, aside from the high level

of competition between the airlines.

To compete succesfully in this industry, it is important for the airlines to perform a

better service in order to create a better customer satisfaction. One of the airline

company that is known for their great services toward their customers is the flag airlines

of Indonesia, which is Garuda Indonesia.

1.2Background of Study

The interest in studying the relationship between the Garuda Indonesia service and the

customer satisfaction is stimulated because Garuda Indonesia is one of the most

succesful airlines company in Indonesia, and it has expanded to become a global player

in the airlines industry as the brand awareness for Garuda Indonesia is growing fastly


3/39


due to its various partnership. Its recent partnership with Liverpool FC, whose fan based

is already 55 millions people in Indonesian only is one example. Also, there is the Garuda

Indonesia Experience concept that is offered by Garuda Indonesia, which is one of the

pre and in flight services that combines multi elements such as ease of bookings, In

Flight Entertainment system, and cabin comfort and services that is very competitive in

global level. The customer preferences toward this airlines evntough it is of the most

expensive in the local airlines industry also triggers me to study thoroughly about the

impact between Garuda Indonesia Service and its impact toward their customer

satisfaction.

Garuda Indonesia Experience is a new concept of service designed to allow passengers

to experience Indonesia at its best. From the moment they make flight reservation until

their arrival at the destination, passengers of Garuda Indonesia are pampered with a

sincere and friendly service, the epitome of Indonesian hospitality, as symbolized in

Garuda Indonesia new standard greetings, Salam Garuda Indonesia (Garuda Indonesia,

2011).

By introducing the concept of Garuda Indonesia Experience, Garuda Indonesia is

creating a special brand identity for the company. The concept of Garuda Indonesia

Experience is based on 5 senses (sight, sound, scent, taste, and touch) which includes

24 customer touch points, from pre-journey, pre-flight, in-flight, post flight and post

journey services.

1.3Statement of Problem

The researcher has a curiousity of whether the concept of Garuda Indonesia Service

results in better customer satisfaction or not. If we think backwards, it is even more

crucial to inquire that whether the Garuda Indonesia service has anything to do with the

customer preferences toward this flag airlines. Furthermore, the researcher wants to

know in what parts of the Garuda Indonesia Service that satisfy customers the most, and

what part of it need the most attention to be improved.


4/39


In points, these are the the inquiries that the researcher wants seek for an answer.

To what extent the Garuda Indonesia service become one of the customer

consideration of choosing Garuda Indonesia?

To what extent the Garuda Indonesia service creates better customer

satisfaction?

What features or elements in the Garuda Indonesia service satisfy customers the

most and the least?

1.4Significance of Study

This research will be significantly useful for related stakeholder in the airlines industry.

To Researcher : This research will help the resercher to anser researcher curiosity

regarding the relationship between Garuda Indonesia service and the customer

satisfaction. This research also can be a milestone for the researcher to conduct

more research in the future because of the learning process researcher went

through in conducting this research.

To Airlines : This research will be a useful source of information to develop their

services, enhencing their strength in the Garuda Indonesia service and to

improve the less contributing features of it. This research can also be one of the

evaluation tool for Garuda Indonesia in order to develop their performance and

competitive performance. This research can also be a benchmark for the airlines

company in order to perform a better service to satisfy their customer and

ultimately compete successfuly in the airline industry in Indonesia.

To customer (passanger): This research can be a source of information that

function as a review from other customer rearding the services they got from

Garuda Indonesia and how well they perceive the service itself, especially the

Garuda Indonesia Experience. It can also be the information for a preview for

customer who hasnt been in flight with Garuda Indonesia.


5/39


To future researcher : This research can be a source of literature review for

future researcher, especially in the airlines business research and customer

satisfaction research.

1.5Scope and Limitation

In the sudy of this topic, the researcher will gather opinion and assesment from Garuda

Indonesia customer that have been in either domestic or international flight with

Garuda Indonesia. The questionaire will be spread both in papers to the passanger

waiting before they boarding in the airport. The researcher collects the data from

journals, aricles, and previous research related to the airlines industries and the

customer satisfaction in order to enrich the quality of the research.


6/39


Chapter 2

Related Literature Review

2.1 Foreign Litearature

Passenger satisfaction in airline operations has become critically important and

(Dennett, 2000) suggest that as competition created by deregulation has become

more intense, service quality in the airline industry has also received more attention.

Airline companies also attempted to differentiate their services through the use of

computerized reservation systems which were also designed to create customer

loyalty in the distribution channels (Lee, 1996).

Maintaining quality are the main concerns of business today. Providing quality is not

a concern of manufacturing companies alone. The delivery of high-quality service

becomes a marketing requirement among air carriers as a result of competitive

pressure (Ostrowski, 1993). (Chang, 2002) argue that quality in airline service is

difficult to describe and measure due to its heterogeneity, intangibility, and

inseparability, and only the customer can truly define service quality in the airline

industry (Butler, 1992).Previous airline service studies are concentrated in modeling

the effect of perceived service quality at the aggregate construct level, though

examining the effects of individual dimensions of service attributes has potentially

great utility for airline managers (Patterson, 1997).The perceptions of airline service

quality are quite diverse and do not seem to fit any single existing quality model such

as the service quality (Haynes, 1994).

(Kotler, 1996) defined customer satisfaction as the level of a persons felt sate

resulting from comparing a products perceived performance or outcome in violation

to his/her own expectations. So, customer satisfaction could be considered a

comparative behavior between inputs beforehand and post obtainments.

(Cronin, 1992) originate empirical provision for the idea that perceived service

quality led to satisfaction and argued that service quality was actually an antecedent

of consumer satisfaction. (Hubbert, 1994) determined that service encounter


7/39


satisfaction was quite distinct from overall satisfaction and perceived quality. Service

quality will vary; the definitions are all formulated from the customer perspective:

that is, what customers perceive are important dimensions of quality.

2.2 Local Literature

As mentioned by (Umar, 2003), service in general is the good feeling that is given to

someone else with ease and satisfying his/her needs. Service quality, according to

(Tjiptono, 2005), is a measurements on how good a service can meet its customer

expectation.

To make the measurements and judgements of a service quality easier, a tool called

SERVQUAL has been developed. SERVQUAL (service quality) is a multi item scale that

can be used to measure the customer perception of a quality of service that covers

five dimensions (Manulang, 2008) :

1) Tangibles : A companys ability to show its existance to the external parties.

Appearence, companys infrastructure and its environment is a real proof of the

service given.

2) Reliability : An ability to provide the promised service in accurate, satisfying, and

in timely manner.

3) Responsiveness : An ability to react and help the customer quickly and accurately

with clear information delivery.

4) Assurance : A guarantee in the form of knowledge, courtesy, and ability thatcan

build customers trust toward companys service.

5) Empathy : Giving attention and care personally towards customer in order to

understand what their needs and wants.

2.3 Theoritical Framework

This research is meant to understand the relationship between a service concept namely

Garuda Indonesia Experience and its impact towards Garuda Indonesias customer

satisfaction. As the Garuda Indonesia Experience itself is essentialy an integrated service

provided by the airline, its quality measurements can be done by covering 5 dimension of


8/39


service which are tangibles, reliability, responsiveness, assurance, and empaty, using

SERVQUAL method.

In this research, the topic is narrowed by focusing on the customer satisfaction as a result of

the service concept impementation. So the customer satisfation can be classified as

dependent variable, while the quality of service concept (Garuda Indonesia Experience) that

is viewed in five dimension (tangibles, reliability, responsiveness, assurance, and empathy)

can be classified as independent variable.

2.4 Definition of Terms

Airlines : an organization providing a regular public service of air transport on one or

more routes

Assurance : A guarantee in the form of knowledge, courtesy, and ability thatcan

build customers trust toward companys service.

Customer : a person who purchases goods or services from another

IndependentVariable

DependentVariable

CustomerSatisfaction

(Y)

Tangibles (X1)

Reliability (X2)

Responsiveness(X3)

Assurance (X4)

Empathy (X5)


9/39


Empathy : Giving attention and care personaly towards customer in order to

understand what their needs and wants.

Garuda Indonesia Experience : A service concept provided by Garuda Indonesia that

emphasize on Indonesian hospitality of sincere and friendly service, from the

moment the passenger make reservations until they reach the destination.

Passanger : a traveller on a public or private conveyance other than the driver, pilot,

or crew

Quality : the degree of excellence of something

Reliability : An ability to provide the promised service in accurate, satisfying, and in

timely manner

Responsivenes : An ability to react and help the customer quickly and accurately

with clear information delivery

Satisfaction : fulfilment of ones wishes, expectations, or needs

Service : A type ofeconomicactivity that is intangible, is not stored and does

notresult inownership.A service is consumed at thepoint of sale.

Tangibles : A companys ability to show its existance to the external parties.

Appearence, companys infrastructure and its environment is a real proof of the

service given
http://www.investorwords.com/1639/economic.htmlhttp://www.investorwords.com/92/activity.htmlhttp://www.investorwords.com/7202/result.htmlhttp://www.investorwords.com/16088/ownership.htmlhttp://www.investorwords.com/3725/point_of_sale.htmlhttp://www.investorwords.com/3725/point_of_sale.htmlhttp://www.investorwords.com/16088/ownership.htmlhttp://www.investorwords.com/7202/result.htmlhttp://www.investorwords.com/92/activity.htmlhttp://www.investorwords.com/1639/economic.html


10/39


Chapter III

Research Methodology

3.1 Research Design

This research is designed to answer researcherscuriosity regarding the impact of Garuda

Indonesia service towards customer satisfaction, so the research will be conducted

quantitatively. Quantitative method is method that focuses on derivation of conclusion from

existing data using proven statistical or general quantitative methods. In the group we

encounter different modelling methods for information of business systems. (Mundar,

2012). Despite the quantitative measurements this research use, in the questionaire there

will be also questions that need descriptive answer regarding which features of Garuda

Indonesia service that the respondent fell most contributing to their satisfaction, and th ey

feel the least contributing thus need some improvement in that features.

The researcher has developed a timeline in conducting the research step by step to meet

the deadline of every single activity in the whole research. Below is a table showing the time

frame of the research:

Time Activities

2nd week of February Preparing the topic of the research and the

research sample,

3rd week of February Conducting literature review both foreign

and local, as well as preparing the theoritical

framework for dependent and independent

variable

4th week of February Preparing the research design, sampling

design, and questionnaire.

1st week of March Revising the research proposal

2nd week of March Submitting the research proposal


11/39


3.2 Sampling Design

A sample is taken from target population being researched. If the sample is adequate, it will

have the same characteristics of the population (Zikmund, 2003) and the findings are usually

used to make the conclusion about the populant (Field, 2009).

The respondant most suitable to this research are those who has been in a flight with

Garuda Indonesi. This is intended to get the answer from respondents who are experienced

enough with current Garuda Indonesia service so the respondents can provide well-thought

answers. The sample will be taken from the passanger in the Soekarno-Hatta airport. Thus,

sampling method used in this research is judgemental or purposive sampling which is a non

probability method. Non-probability sampling refers to the objects that are selected based

on the judgment of the researcher and usually generalizations from this methods are

posible, although not by using statistical techniques (Zikmund, 2003). A purposive sample,

also commonly called a judgmental sample, is one that is selected based on the knowledge

of a population and the purpose of the study. The subjects are selected because of some

characteristic (Babbie, 2001). This method is used because the way researcher spreads the

questionnaires is by asking first whether the respondant fit the criteria above.

3.3 Data Collection Procedure

The data collected in this research is obtained from primary and secondary sources, in which

the primary sources are survey using the questionnaire as a tool to be spread to the

respondants, and the seconary sources are obtained by reviewing related literature both

foreign and local.

Survey is a research techniques in which responses is collected through structured

instrument from a sample in some form or the behaviour of respondents is observed and

describe in some way (Zikmund, 2010).

A questionnaire is simply a tool for collecting and recording information about a particular

issue of interest. It is mainly made up of a list of questions, but should also include clear

instructions and space for answers or administrative details (Oppenheim, 1992).


12/39


In order to obtain the primary source of data, the researcher has prepared the

questionnaire, and it will be spread to the people who fit the criteria to be the sample of

this research

3.4 Research Instrument

The research basically relies on questionnaire and literautre study of both foreign and local

related to the topic of the research. Specifically, in the questionnaire there will be inquiries

regarding the gender of the respondents and their age to identify the demography of the

respondents. There will be questions regarding the five variable and its indicator which will

be shown below:

Variable Indicator Measurement

Tangibles (X1) Plane type Interval Scale

Facility

Flight Attendance Neatness

Equipment Sophistication

Brochure aesthetics

Reliability (X2) Accuracy of keeping

promises

Interval Scale

Punctuality

Procedure Implementation

Concern

Sincererity of the employee

Responsivness (X3) Clarity of information Interval Scale

Timing of assistance

Accuracy of asistance

Readiness to assist

Willingness to assist

Assurance (X4) Trust Interval Scale

Security

Comfort


13/39


Courtesy

Insurance

Empathy (X5) Personal Attention Interval Scale

Comfortable operation hours

Understanding needs

Goodwill

Tolerance

Customer Satisfaction Feeling satisfied

Giving reccomendation

Repeat purchase

Price to quality assumption

Meting expecation

3.5 Local of Study

The researcher has limited the scope of this research into several qualification. This is done

to make the research effective and efficient. The researcher also has determined the size of

sample to be surveyed. Sample size has an effect on how the sample findings accurately

represents the population (Bums, 2010). Sample sizes depend on factors such as the time

and money available to collect the data (Hair, 2006).

To be specific, the local of study the researcher has determined is:

Population:

People who have been in flight with Garuda Indonesia

Area of Population:

Soekarno-Hatta Airport


14/39


Sample Size:

To determine the sample size, researcher uses Slovin equation:

In which: n = sample size

N = Population size

e = error

Population size (N), which is taken from the number of Garuda Indonesia passanger

perday, is 54322 and error estimaton is 10%, so the sample size is:

3.6 Statistical Treatment of Data

The data obtained in this research will be proccessed statiscally by using multiple regression

method because there are several independent variables that influence one dependent

variable which are tangibles, reliability, responsiveness, assurance, and empathy as

independent variables and customer satisfaction as dependent vaiable. The mathematical

treatment of this data will be:

In which:

Y = Customer satisfaction

a = Constant

b1...b5 = Regression coefficient


15/39


x1 = Tangibles

x2 = Reliability

x3 = Responsiveness

x4 = Assurance

x5 = Empathy

x = sum of all data values

N = Number of data items in population

n = number of data items in sample

Standard Deviation

In order to prove whether there is a relationship betwen whole variables (tangibles,

reliability, responsiveness, assurance, and empathy) toward customer satisfaction, the

researcher will conduct F test with level significance of 0.05.

In order to prove whether there is a relationship between either variables toward cusomer

satisfaction, the researcher will conduct T test with level of significant of 0.05.


16/39


3.7 Reliability and Validity

Insofar as the definitions of reliability and validity in quantitative research reveal two

strands: Firstly, with regards to reliability, whether the result is replicable. Secondly, with

regards to validity, whether the means of measurement are accurate and whether they are

actually measuring what they are intended to measure.

3.7.1 Reliability

The extent to which results are consistent over time and an accurate representation of the

total population under study is referred to as reliability and if the results of a study can be

reproduced under a similar methodology, then the research instrument is considered to be

reliable (Joppe, 2000).

(Kirk, 1986) identify three types of reliability referred to in quantitative research, which

relate to: (1) the degree to which a measurement, given repeatedly, remains the same (2)

the stability of a measurement over time; and (3) the similarity of measurements within a

given time period.

(Charles, 1995) adheres to the notions that consistency with which questionnaire [test]

items are answered or individuals scores remain relatively the same can be determined

through the test-retest method at two different times. This attribute of the instrument is

actually referred to as stability. If we are dealing with a stable measure, then the results

should be similar. A high degree of stability indicates a high degree of reliability, which

means the results are repeatable. (Joppe, 2000) detects a problem with the test-retest

method which can make the instrument, to a certain degree, unreliable. She explains that

test-retest method may sensitize the respondent to the subject matter, and hence influence

the responses given. We cannot be sure that there was no change in extraneous influences

such as an attitude change that has occurred. This could lead to a difference in the

responses provided. Similarly, (Crocker, 1986) note that when a respondent answer a set of

test items, the score obtained represents only a limited sample of behaviour. As a result, the

scores may change due to some characteristic of the respondent, which may lead to errors

of measurement. These kinds of errors will reduce the accuracy and consistency of the


17/39


instrument and the test scores. Hence, it is the researchers responsibility to assure high

consistency and accuracy of the tests and scores

3.7.2 Validity

The traditional criteria for validity find their roots in a positivist tradition, and to an extent,

positivism has been defined by a systematic theory of validity. Within the positivist

terminology, validity resided amongst, and was the result and culmination of other

empirical conceptions: universal laws, evidence, objectivity, truth, actuality, deduction,

reason, fact and mathematical data to name just a few (Winter, 2000).

Validity determines whether the research truly measures that which it was intended to

measure or how truthful the research results are. In other words, does the research

instrument allow you to hit "the bulls eye" of your research object? Researchers generally

determine validity by asking a series of questions, and will often look for the answers in the

research of others.

(Wainer, 1998) describe the validity in quantitative research as construct validity. The

construct is the initial concept, notion, question or hypothesis that determines which data is

to be gathered and how it is to be gathered. They also assert that quantitative researchers

actively cause or affect the interplay between construct and data in order to validate their

investigation, usually by the application of a test or other process. In this sense, the

involvement of the researchers in the research process would greatly reduce the validity of

a test.


18/39


Appendix

Appendix I

Questionnaire

The Impact of Garuda Indonesia Service Towards Customer Satisfaction

Firstly, let me introduce myself. My name is Giovani Septio, a student in President University

majoring in Management study program, concentrate in International Business and currently

enrolled in 8th semester. My intention in sending the form is to ask for your help in filling this

questionnaire, which I will use to construct my Final Project in Research and Methodology subject.

This questionnaire consists of 3 (three) parts, which are: A) Personal Information; B) General

Instruction; C) Statement of Garuda Indonesia Service Impact to the Customer Satisfaction. I wouldlike to say thank you for your willingness to spend your time to fill this questionnaire.

Have youe ever traveled with Garuda Indonesia Airlines?

a. Yes

b. No

A.Personal Information

Full Name:

Gender:

a. Male

b. Female

Age:

a. 50

B. General Instruction

In this section you are asked to give an opinion on how much the following statement in

accordance to Garuda Indonesia Service Impact to the Customer Satisfaction. Please rate the


19/39


following statement according to Strongly Disagree (SD), Disagree (D), Neither Agree or Disagree

(N), Agree (A), and Strongly Agree (SA).

Choose 1, if you are Strongly Disagree (SD) with the statement

Choose 2, if you are Disagree (D) with the statement

Choose 3, if you are Neither Agree or Disagree (N) with the statement

Choose 4, if you are Agree (A) with the statement

Choose 5, if you are Strongly Agree (SA) with the statement

C. Statement of Garuda Indonesia Service Impact towards Customer

Satisfaction

The impact of Garuda Indonesia Service to the customer satisfaction are divided by five aspects:

Tangibles, Reliability, Responsiveness, Assurance, Empathy. Thus you will be given statements

which will be assessed according to the corresponding dimension.

Variable: Tangibles 1 2 3 4 5

The type of plane used by Garuda Indonesia is good

The facility Garuda Indonesia offer is modern

The flight attendance of Garuda Indonesia is neat

The equipment is sophiscated

The brochure of Garuda Indonesia is attractive

Variable: Reliability

Garuda Indonesia is keeping their promisesGaruda Indonesia is departure according to the schedule

The procedure is implemented correctlly

Garuda Indonesia concern to the customers' wants

Garuda Indonesia employees are sincere to help the

customers

Variable: Responsiveness

Garuda Indonesia deliver clear information

The assistance Garuda indonesia gives right on-time

Garuda Indonesia always ready to assist the customer

The assistance of Garuca Indonesia is accurate

The employees and flight attendance are willing to help

Variable: Assurance

Garuda Indonesia give trust to the customer

The security in the plane is good

Garuda Indonesia give comfort to the passanger

Garuda Indonesia give insurance to the passangers

The courtesy of flight attendance is good

Variable: EmpathyGaruda ndonesia gives personal attention


20/39


Garuda Indonesia has comfortable operating hours

Garuda Indonesia understand people needs

Garuda Indonesia shows goodwill towards their

customers

Garuda Indonesia shows tolerance towards their

customers

Variable: Customer Satisfaction

I am satisfied with Garuda Indonesia service

I will recommend Garuda Indonesia to other people

I will travel using Garuda Indonesia again

I consider the price I pay worth the service I get

Garuda Indonesia service has met/surpass my

expectation

From your opinion, what elements of Garuda Indonesia service that is most and the least

contributing to your satisfaction?

Thank you, this marks the end of the questionnaire. I personally would like to say thank you very

much for the valuable time you have spent to fill my questionnaire.


21/39


APPENDIX II

REFERENCES

Bitner, M.J. and Hubbert, A.R. (1994), Encounter satisfaction vs. overall satisfaction and quality,

Sage Publications, pp. 72-94.

Butler, G. F. and Keller, M. R. (1992). The cost -constrained global airline industry environment:

what is quality?,Transportation Quarterly,Vol. 46, pp.599-618.

Chang, Y. and Keller, M. R. (2002). A survey analysis of service quality for domestic airlines,

European Journal of Operational Research, Vol. 139, pp. 166-177.

Charles, C. M. (1995). Introduction to educational research (2nd ed.). San Diego, Longman.

Crocker, L., & Algina, J. (1986). Introduction to classical and modern test theory. Toronto: Holt,

RineHart, and Winston, Inc

Cronin, J.J. and Taylor, S.A. (1992), Measuring service quality: a reexamination and extension,

Journal of Marketing, Vol. 56, pp. 55-68.

Dennet, C.E., Ineson, M., Stone, G.J., and Colgate, M. (2000), Pre-Bookable Services in the Chartered

Airline Industry: Increasing Satisfaction through Differentiation, The Service Industries

Journal, Vol. 20 (2), pp. 82-94.

Haynes, R., & Percy, J. (1994). Perception paradox: Airline service quality issues, Proceedings of

Decision Sciences Institute - Annual Meeting, Vol.3, pp. 1950-1952.

Joppe, M. (2000). The Research Process, Beverly Hills: Sage Publications.

Kirk, J., & Miller, M. L. (1986). Reliability and validity in qualitative research. Beverly Hills: Sage

Publications.

Lee, Moonkyu and Cunningham, L.F. (1996), Customer Loyalty in the Airline Industry,

Transportation Quarterly, Vol. 50, No 2, Spring: pp. 57-72.

Manullng, Ida (2008), Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Jasa

Penerbangan PT. Garuda indonesia Airlines Di Bandara polonia Medan, USU e-repository

Ostrowski, P. L., OBrien, T. V., and Gordon, G. L. (1993). Service quality and customer loyalty in the

commercial airline industry, Journal of Travel Research, Vol. 32, pp. 16-28.


22/39


Patterson, P.G., & Spreng R.W. (1997). Modeling the relationship between perceived value,

satisfaction, and repurchase intentions in business-to-business, services context: An empirical

examination, International Journal of Service Industry Management, Vol. 8(5), pp. 414-434.

P. Kotler and G. Amstrong (1996), Principles of Marketing, Prentice-Hall, New Jersey.

Tjiptono, Fandy, and Gregorius Chandra (2005), Service: Quality and Satisfaction, Andi Publication,

Yogyakarta.

Umar, Husein (2003), Riset Pemasaran dan Perilaku Konsumen, PT Gramedia, Jakarta.

Wainer, H., & Braun, H. I. (1988). Test validity. Hilldale, NJ: Lawrence Earlbaum Associates

Winter, G. (2000). "A comparative discussion of the notion of validity in qualitative and quantitative

research". The Qualitative Report, 4(3&4). Hilldale, NJ: Lawrence Earlbaum Associates


23/39


APPENDIX III

SPSS RESULT

Validity Test Result

Variable: Tangibles

Correlations

Plane Total1

Plane

Pearson Correlation 1 1,000**

Sig. (1-tailed) ,000

N 30 30

Total1

Pearson Correlation 1,000** 1


N 30 30

**. Correlation is significant at the 0.01 level (1-tailed).

Correlations

Facility Total1

Facility



N 30 30

Total1



N 30 30


Correlations

FlightAttNeatne

ss

Total1

FlightAttNeatness



N 30 30

Total1



N 30 30



24/39


Correlations

EquipmentSoph

istication

Total1

EquipmentSophistication



N 30 30

Total1



N 30 30


Correlations

BrochureAesthe

thics

Total1

BrochureAesthethics



N 30 30

Total1



N 30 30



Correlations

Promise Total2

Promise



N 30 30

Total2



N 30 30



25/39


Correlations

Punctuality Total2

Punctuality



N 30 30

Total2



N 30 30


Correlations

Procedure Total2

Procedure



N 30 30

Total2



N 30 30


Correlations

Concern Total2

Concern



N 30 30

Total2



N 30 30**. Correlation is significant at the 0.01 level (1-tailed).


26/39


Correlations

Sincerity Total2

Sincerity



N 30 30

Total2



N 30 30


Variable: Responsiveness

Correlations

ClarityofInfo Total3

ClarityofInfo



N 30 30

Total3



N 30 30


Correlations

TimingofAssista

nce

Total3

TimingofAssistance



N 30 30

Total3



N 30 30


Correlations

AccofAssist Total3

AccofAssist



N 30 30

Total3 Pearson Correlation 1,000** 1


27/39



N 30 30


Correlations

Readiness Total3

Readiness



N 30 30

Total3



N 30 30**. Correlation is significant at the 0.01 level (1-tailed).

Correlations

Willingness Total3

Willingness



N 30 30

Total3



N 30 30


Variable: Assurance

Correlations

Trust Total4

Trust



N 30 30

Total4



N 30 30



28/39


Correlations

Security Total4

Security



N 30 30

Total4



N 30 30


Correlations

Comfort Total4

Comfort



N 30 30

Total4



N 30 30


Correlations

Courtesy Total4

Courtesy



N 30 30

Total4



N 30 30


Correlations

Insurance Total4

Insurance



N 30 30

Total4 Pearson Correlation 1,000** 1


29/39



N 30 30


Variable: Empathy

Correlations

PersonalAttenti

on

Total5

PersonalAttention



N 30 30

Total5



N 30 30


Correlations

OperationHours Total5

OperationHours



N 30 30

Total5



N 30 30


Correlations

UnderstandingN

eeds

Total5

UnderstandingNeeds



N 30 30

Total5



N 30 30


30/39



Correlations

Goodwill Total5

Goodwill



N 30 30

Total5



N 30 30


Correlations

Tolerance Total5

Tolerance



N 30 30

Total5



N 30 30



Correlations

FeelingSatisfied Total6

FeelingSatisfied



N 30 30

Total6



N 30 30



31/39


Correlations

Reccomend Total6

Reccomend



N 30 30

Total6



N 30 30


Correlations

RepeatPurchas

e

Total6

RepeatPurchase



N 30 30

Total6



N 30 30


Correlations

AttPricetoQualit

y

Total6

AttPricetoQuality



N 30 30

Total6



N 30 30



32/39


Correlations

MeetingExpecta

tion

Total6

MeetingExpectation



N 30 30

Total6



N 30 30


Reliability

Variable: Tangibles

Case Processing Summary

N %

Cases

Valid 30 100,0

Excludeda 0 ,0

Total 30 100,0

a. Listwise deletion based on all variables in the

procedure.

Reliability Statistics

Cronbach's

Alpha

N of Items

,840 6

Inter-Item Correlation Matrix

Plane Facility FlightAttNeatnes

s

EquipmentSophi

stication

BrochureAesthet

hics

Total1

Plane 1,000 1,000 1,000 1,000 1,000 1,000

Facility 1,000 1,000 1,000 1,000 1,000 1,000

FlightAttNeatness 1,000 1,000 1,000 1,000 1,000 1,000

EquipmentSophistication 1,000 1,000 1,000 1,000 1,000 1,000

BrochureAesthethics 1,000 1,000 1,000 1,000 1,000 1,000

Total1 1,000 1,000 1,000 1,000 1,000 1,000


33/39


Item-Total Statistics

Scale Mean if

Item Deleted

Scale Variance

if Item Deleted

Corrected Item-

Total Correlation

Squared

MultipleCorrelation

Cronbach's

Alpha if ItemDeleted

Plane 19,5000 95,431 1,000 . ,802

Facility 19,5000 95,431 1,000 . ,802

FlightAttNeatness 19,5000 95,431 1,000 . ,802

EquipmentSophistication 19,5000 95,431 1,000 . ,802

BrochureAesthethics 19,5000 95,431 1,000 . ,802

Total1 10,8333 29,454 1,000 . 1,000

Scale Statistics

Mean Variance Std. Deviation N of Items

21,6667 117,816 10,85431 6



N %

Cases

Valid 30 100,0

Excludeda 0 ,0

Total 30 100,0


procedure.


Cronbach's

Alpha

N of Items

,840 6


Promise Punctuality Procedure Concern Sincerity Total2

Promise 1,000 1,000 1,000 1,000 1,000 1,000

Punctuality 1,000 1,000 1,000 1,000 1,000 1,000


34/39


Procedure 1,000 1,000 1,000 1,000 1,000 1,000

Concern 1,000 1,000 1,000 1,000 1,000 1,000

Sincerity 1,000 1,000 1,000 1,000 1,000 1,000

Total2 1,000 1,000 1,000 1,000 1,000 1,000


Scale Mean if

Item Deleted

Scale Variance

if Item Deleted

Corrected Item-

Total

Correlation

Squared

Multiple

Correlation

Cronbach's

Alpha if Item

Deleted

Promise 19,5000 95,431 1,000 . ,802

Punctuality 19,5000 95,431 1,000 . ,802

Procedure 19,5000 95,431 1,000 . ,802

Concern 19,5000 95,431 1,000 . ,802

Sincerity 19,5000 95,431 1,000 . ,802

Total2 10,8333 29,454 1,000 . 1,000

Scale Statistics


21,6667 117,816 10,85431 6

Variable: Responsivenes


N %

Cases

Valid 30 100,0

Excludeda 0 ,0

Total 30 100,0


procedure.


Cronbach's

Alpha

N of Items

,840 6


35/39



ClarityofInfo TimingofAssista

nce

AccofAssist Readiness Willingness Total3

ClarityofInfo 1,000 1,000 1,000 1,000 1,000 1,000

TimingofAssistance 1,000 1,000 1,000 1,000 1,000 1,000

AccofAssist 1,000 1,000 1,000 1,000 1,000 1,000

Readiness 1,000 1,000 1,000 1,000 1,000 1,000

Willingness 1,000 1,000 1,000 1,000 1,000 1,000

Total3 1,000 1,000 1,000 1,000 1,000 1,000


Scale Mean if

Item Deleted

Scale Variance

if Item Deleted

Corrected Item-

Total

Correlation

Squared

Multiple

Correlation

Cronbach's

Alpha if Item

Deleted

ClarityofInfo 19,5000 95,431 1,000 . ,802

TimingofAssistance 19,5000 95,431 1,000 . ,802

AccofAssist 19,5000 95,431 1,000 . ,802

Readiness 19,5000 95,431 1,000 . ,802

Willingness 19,5000 95,431 1,000 . ,802

Total3 10,8333 29,454 1,000 . 1,000

Scale Statistics


21,6667 117,816 10,85431 6

Variable: Assurance


N %

Cases

Valid 30 100,0

Excludeda 0 ,0

Total 30 100,0


procedure.


36/39



Cronbach's

Alpha

N of Items

,840 6


Trust Security Comfort Courtesy Insurance Total4

Trust 1,000 1,000 1,000 1,000 1,000 1,000

Security 1,000 1,000 1,000 1,000 1,000 1,000

Comfort 1,000 1,000 1,000 1,000 1,000 1,000

Courtesy 1,000 1,000 1,000 1,000 1,000 1,000

Insurance 1,000 1,000 1,000 1,000 1,000 1,000

Total4 1,000 1,000 1,000 1,000 1,000 1,000


Scale Mean if

Item Deleted

Scale Variance

if Item Deleted

Corrected Item-

Total

Correlation

Squared

Multiple

Correlation

Cronbach's

Alpha if Item

Deleted

Trust 19,5000 95,431 1,000 . ,802

Security 19,5000 95,431 1,000 . ,802

Comfort 19,5000 95,431 1,000 . ,802

Courtesy 19,5000 95,431 1,000 . ,802

Insurance 19,5000 95,431 1,000 . ,802

Total4 10,8333 29,454 1,000 . 1,000

Scale Statistics


21,6667 117,816 10,85431 6


37/39


Variable: Empathy


N %

Cases

Valid 30 100,0

Excludeda 0 ,0

Total 30 100,0


procedure.


Cronbach's

Alpha

N of Items

,840 6


PersonalAttentio

n

OperationHours UnderstandingN

eeds

Goodwill Tolerance Total5

PersonalAttention 1,000 1,000 1,000 1,000 1,000 1,000

OperationHours 1,000 1,000 1,000 1,000 1,000 1,000

UnderstandingNeeds 1,000 1,000 1,000 1,000 1,000 1,000

Goodwill 1,000 1,000 1,000 1,000 1,000 1,000

Tolerance 1,000 1,000 1,000 1,000 1,000 1,000

Total5 1,000 1,000 1,000 1,000 1,000 1,000


Scale Mean if

Item Deleted

Scale Variance

if Item Deleted

Corrected Item-

Total Correlation

Squared

Multiple

Correlation

Cronbach's

Alpha if Item

Deleted

PersonalAttention 19,5000 95,431 1,000 . ,802

OperationHours 19,5000 95,431 1,000 . ,802

UnderstandingNeeds 19,5000 95,431 1,000 . ,802

Goodwill 19,5000 95,431 1,000 . ,802

Tolerance 19,5000 95,431 1,000 . ,802

Total5 10,8333 29,454 1,000 . 1,000


38/39


Scale Statistics


21,6667 117,816 10,85431 6



N %

Cases

Valid 30 100,0

Excludeda 0 ,0

Total 30 100,0


procedure.


Cronbach's

Alpha

N of Items

,840 6


FeelingSatisfied Reccomend RepeatPurchase AttPricetoQuality MeetingExpectat

ion

Total6

FeelingSatisfied 1,000 1,000 1,000 1,000 1,000 1,000

Reccomend 1,000 1,000 1,000 1,000 1,000 1,000

RepeatPurchase 1,000 1,000 1,000 1,000 1,000 1,000

AttPricetoQuality 1,000 1,000 1,000 1,000 1,000 1,000

MeetingExpectation 1,000 1,000 1,000 1,000 1,000 1,000

Total6 1,000 1,000 1,000 1,000 1,000 1,000


39/39


Scale Mean if

Item Deleted

Scale Variance

if Item Deleted

Corrected Item-

Total

Correlation

Squared

Multiple

Correlation

Cronbach's

Alpha if Item

Deleted

FeelingSatisfied 19,5000 95,431 1,000 . ,802

Reccomend 19,5000 95,431 1,000 . ,802

RepeatPurchase 19,5000 95,431 1,000 . ,802

AttPricetoQuality 19,5000 95,431 1,000 . ,802

MeetingExpectation 19,5000 95,431 1,000 . ,802

Total6 10,8333 29,454 1,000 . 1,000

Scale Statistics


21,6667 117,816 10,85431 6

Date post:	13-Apr-2018
Category:	Documents
Upload:	ssic-c
View:	218 times
Download:	0 times

The Impact of Garuda Indonesia Experience Implementation Towards Customer Satisfaction

Documents