LIMOHARDJO, EDWARD (2012) Deskriptif Kualitas Layanan Garuda Indonesia Airlines Berdasarkan Persepsi Konsumen Di Surabaya. [Undergraduate thesis]
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Service quality is the perception of customers about the benefits contained in a service. Purpose of this study was to describe the quality of service from Garuda Indonesia Airlines. The method used in this study is a survey using a questionnaire consisting of thirteen statements and the five dimensions of service quality. Respondents used are all consumers who have been using the services of Garuda Indonesia Airlines flight. Characteristics of the population are consumers who have been using the services of Garuda Indonesia Airlines flight more than two times in the last 6 months and aged over 17 years, at least high school education and living in Surabaya. Data processing method used is to use the mean, standard deviation and cross tabulation The study found consumers evaluate service quality of Garuda Indonesia Airlines. The average value of 4.81 quality service with a standard deviation 1.167, the discussion of research using descriptive analysis to the consumer of men, women, economy class and business class.
| Item Type: | Undergraduate thesis |
|---|---|
| Uncontrolled Keywords: | Quality of Service, Tangible, Reliability, Responsiveness, Assurance and Empathy. |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
| Divisions: | Faculty of Business and Economic > Department of Management |
| Depositing User: | Sugiarto |
| Date Deposited: | 04 Mar 2013 07:19 |
| Last Modified: | 04 Mar 2013 07:19 |
| URI: | http://repository.ubaya.ac.id/id/eprint/3171 |
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