Proceedings of the Conference on Global Research on Sustainable Transport (GROST 2017)

AN ANALYSIS OF AIRLINES CUSTOMER SATISFACTION BY IMPROVING CUSTOMER SERVICE PERFORMANCE

Authors
Kevin Tegar B.S, Anggun Lestari, Sekar Widyastuti Pratiwi
Corresponding Author
Kevin Tegar B.S
Available Online November 2017.
DOI
https://doi.org/10.2991/grost-17.2018.53How to use a DOI?
Keywords
Customer Satisfaction, Customer Service, Airlines, Service Quality Dimensions.
Abstract
Airlines industry is currently the biggest industry of transportation in the world. It focuses in service strategy to get costumers, because a great quality of service is a way to get customer loyalty. The objectives of this study are to examine and to identify the ways to increase airline customer satisfaction with service quality dimension, consisting of tangibility, reliability, responsiveness, assurance, and empathy. The research mode is descriptive quantitative. This study uses customer service theory and random sampling technique by providing a form of questions with 150 respondents as samples. The data collected were analysed with Cartesius diagram. This chart can be used to identify services and the customer satisfaction towards the quality of services of the company. The main purpose of this research is to achieve customer satisfaction in order to get loyalty from airline customers by improving the service quality dimensions, especially in Responsiveness, Reliability and Empathy.
Open Access
This is an open access article distributed under the CC BY-NC license.

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Proceedings
Global Research on Sustainable Transport (GROST 2017)
Part of series
Advances in Engineering Research
Publication Date
November 2017
ISBN
978-94-6252-449-1
ISSN
2352-5401
DOI
https://doi.org/10.2991/grost-17.2018.53How to use a DOI?
Open Access
This is an open access article distributed under the CC BY-NC license.

Cite this article

TY  - CONF
AU  - Kevin Tegar B.S
AU  - Anggun Lestari
AU  - Sekar Widyastuti Pratiwi
PY  - 2017/11
DA  - 2017/11
TI  - AN ANALYSIS OF AIRLINES CUSTOMER SATISFACTION BY IMPROVING CUSTOMER SERVICE PERFORMANCE
BT  - Global Research on Sustainable Transport (GROST 2017)
PB  - Atlantis Press
SP  - 619
EP  - 628
SN  - 2352-5401
UR  - https://doi.org/10.2991/grost-17.2018.53
DO  - https://doi.org/10.2991/grost-17.2018.53
ID  - TegarB.S2017/11
ER  -