The Effect of Passengers Satisfaction to Service Quality in Batik Air

Amal Fathullah, Andre Ferdian, Yoanita Octora, Gena Bijaksana, Oce Prasetya G

Abstract


This research aims to find out the significant influence of passengers satisfaction to service quality in Bati Air and the dominant variable in Pre-Flight, In-Flight, and Post-Flight toward passenger’s satisfaction in Batik Air.   The data was taken from 110 passengers who have used Batik Air. The data was analyzed by using judgmental sampling. The results of this research shows that the variable Pre-Flight, in-Flight, and Post-Flight have significant effect to passenger satisfaction. The Post-Flight has the crucial effect to complacency of Batik Air passengers.


Keywords


Pre-Flight, In-Flight, Post-Flight, Passenger Satisfaction, Service Quality

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DOI: https://doi.org/10.25292/atlr.v1i1.91

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Advances in Transportation and Logistics Research

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Published by: Institut Transportasi dan Logistik Trisakti, Jakarta - Indonesia

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