Pelayanan Maskapai Low-Cost Carrier dan Full Service Carrier Indonesia
DOI:
https://doi.org/10.5614/jts.2025.32.1.11Keywords:
Full-service carrier, low cost-carrier, passenger satisfactionAbstract
Abstrak
Penelitian ini bertujuan untuk mengukur kepuasan pengguna sebagai elemen kunci yang berperan penting dalam perkembangan, kontribusi terhadap keberlanjutan, serta upaya strategis dalam regulasi pelayanan maskapai di Indonesia. Objek penelitian ini adalah membandingkan Penerbangan Bertarif Rendah (Low-Cost Carrier/LCC) dan Penerbangan Pelayanan Penuh (Full Service Carrier/FSC) berdasarkan persepsi pengguna, dengan fokus pada aspek pelayanan yang dianggap penting dan kinerja layanan yang dirasakan. Metode yang digunakan adalah kombinasi antara Importance Performance Analysis (IPA) dan Customer Satisfaction Index (CSI), melibatkan 437 responden yang memberikan penilaian menggunakan skala Likert, dengan pengumpulan data dilakukan pada awal bulan Juni 2024. Variabel yang digunakan adalah: Informasi Website, Kebijakan Penetapan Harga, Jadwal dan Rute, Layanan Bandara, Sebelum Penerbangan, Selama Penerbangan dan Setelah Mendarat. 7 variabel tersebut terwakili dalam 26 atribut. Prioritas Utama tertuju pada LCC dengan fokus pada atribut Layanan Desk Check-in dan Konfirmasi Penerbangan yang belum di rasakan maksimal oleh pengguna. Sedangkan FSC telah dianggap baik pada semua variabel dan atribut sehingga fokus pada Pertahankan Prestasi. Indeks Kepuasan yang diperoleh secara keseluruhan pada LCC berada pada kategori Puas dan FSC kategori Sangat Puas.
Kata-kata Kunci: Kepuasan penumpang, penerbangan bertarif rendah, penerbangan pelayanan penuh
Abstract
This research aims to measure user satisfaction as a key element that plays an important role in the development, contribution to sustainability, and strategic efforts in regulating airline services in Indonesia. The object of this research is to compare Low-Cost Carriers (LCC) and Full-Service Carriers (FSC) based on user perceptions, focusing on service aspects considered important and the perceived performance of the services. A combination of Importance Performance Analysis and Customer Satisfaction Index methods for 437 respondents with a Likert scale assessment in early June 2024. The variables used are Website Information, Pricing Policy, Schedule and Route, Airport Services, Pre-Flight, In-Flight, and Post-Flight. These 7 variables are represented in 26 attributes. ?Concentrate These? on LCC with a focus on the Desk Check-in and Flight Confirmation Service attributes which users have not optimally experienced. Meanwhile, FSC has been considered good in all variables and attributes so it focuses on ?Keep Up The Good Work?. The overall Satisfaction Index obtained at LCC is in the Satisfied category and FSC is in the Very Satisfied category.
Keywords: Full-service carrier, low cost-carrier, passenger satisfaction
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