PENGARUH KUALITAS PELAYANAN LOW COST CARIER TERHADAP LOYALITAS PENUMPANG MASKAPAI LION AIR DI BANDAR UDARA ADI SOEMARMO SOLO
Authors: Arieansha Novan 
Published: July 2022

Abstrak

 

Loyalitas pengguna jasa maskapai menjadi sangat penting di mata perusahaan, hal itu karena pengguna jasa maskapai merupakan faktor yang membuat suatu perusahaan dapat tetap bertahan. Lion Air memuncaki pangsa pasar maskapai bertearif rendah di Indonesia.Peningkatan pelayanan meliputi pre-flight service yaitu pelayanan pada saat melakukan transaksi tiket (reservasi), in-flight service meliputi pelayanan yang diberikan selama penerbangan dan post-flight service meliputi pelayanan yang diberikan setelah penumpang turun dari pesawat. Tujuan dari penelitian ini yaitu untuk mengetahui kualitas pelayanan masakapai Lion Air di Bandar Udara Adi Soemarmo Solo secara parsial dan simultan.

Penelitian ini menggunakan metode kuantitatif.Teknik pengumpulan data menggunakan kuesioner berupa google form.Penelitian dilakukan di Bandar Udara Adi Soemarmo Solo Bulan september 2021. Responden dalam peneitian ini adalah penumpang masakapai Lion Air di Bandar Udara Adi Soemarmo solo sebanyak 94 responden.Teknik analisis menggunakan abalisis regresi linear berganda, uji t dan uji f.

Hasil penelitian menunjukan pengujian hipotesis uji F Nilai F hitung

20.235 > 2,32 F tabel artinya variable tangible (X1), reliability (X2), responsivenese (X3), assurance (X4) dan emphaty (X5) berpengaruh secara simultan terhadap variable loyalitas penumpang maskapai Lion air (Y) maka Ha diterima dan Ho ditolak. dan pengujian menggunakan uji T dari kelima variabel kualitas pelayanan hanya satu variabel yang bepengaruh signifikan terhadap loyalitas penumpang yaitu variabel realibility dengan nilai (3,281 > 1,98667)

 

Kata Kunci: Kualitas, Pelayanan, Loyalitas, Low Cost Carier

Abstract

The loyalty of airline service users is very important in the eyes of the company, this is because airline service users are a factor that makes a company survive. Lion Air topped the market share of low-cost airlines in Indonesia. Service improvements include pre-flight service, namely services when making ticket transactions (reservations), in-flight service including services provided during flights and post- flight service including services provided after passengers get off the plane. The purpose of this study was to determine the service quality of Lion Air at Adi Soemarmo Airport, Solo, partially and simultaneously.

This study uses quantitative methods. The data collection technique uses a questionnaire in the form of a google form. The study was conducted at Adi Soemarmo Airport Solo in September 2021. The respondents in this study were passengers on Lion Air at Adi Soemarmo Solo Airport as many as 94 respondents. The analysis technique used abalysis multiple linear regression, t test and f test.

The results showed that the F test hypothesis was tested. The calculated F value was 20.235 > 2.32. F table means that the tangible variables (X1), reliability (X2), responsiveness (X3), assurance (X4) and empathy (X5) have a simultaneous effect on the passenger loyalty variable. Lion air (Y) then Ha is accepted and Ho is rejected. and testing using the T test of the five service quality variables, only one variable that has a significant influence on passenger loyalty, namely the reliability variable with a value of (3.281 > 1.98667)

 

Keywords: Quality, Service, Loyalty, Low Cost Carrier