THE ANALYSIS OF HEALTH ALERT CARD (HAC) DISTRIBUTION AND BODY-TEMPERATURE CHECKING TOWARDS CUSTOMER’S SATISFACTION AT SOEKARNO-HATTA AIRPORT IN PANDEMIC COVID-19 ERA

Bagus Putra Wibowo, Saskia Olivia, Alit Sodikin, Rehani Fitrina

Abstract


This research aims at identifying the impact of management strategies and service quality on customer’s satisfaction through standardization. This survey was conducted using  questionnaire from 100 passengers of Soekarno-Hatta Airport, the transportation services industry. The questionnaire was collected, and the data was analyzed using PLS-SEM. The results show the Integration of management strategies with standardization. In fact, standardization is very important to improve service quality; moreover, service quality has a higher impact on service quality. Customer’s satisfaction has a significant impact on standardization. The findings of this study improve the integrated framework for analyzing the role of standard management strategies and service quality to customer’s satisfaction

Keywords


Management Strategy, Service Quality, Customer’s satisfaction, Covid-19, HAC

Full Text:

PDF

References


Bigovic, M., & Prašnikar, J. (2015). Predicting tourists’ behavioural intentions at the destination level. Current Issues in Tourism, 18(8), 744–764. Retrieved from https://doi.org/10.1080/13683500.2013.860956Chow, C. K. W. (2015). On-time performance, passenger expectations and satisfaction in the Chinese airline industry. Journal of Air Transport Management, 47, 39–47. Retrieved from https://doi.org/10.1016/j.jairtraman.2015.04.003

de Keyser, A., & Lariviere, B. (2014). How technical and functional service quality drive consumer happiness: Moderating influences of channel usage. Journal of Service Management, 25(1), 30–48. Retrieved from https://doi.org/10.1108/JOSM-04-2013-0109 Deumert, A. N. A. (2010). Imbodela zamakhumsha ? Reflections on, 29, 243–264. Retrieved from https://doi.org/10.1515/mult.2010.012

Ega Alfreda. (n.d.). Simak Sejumlah Protokol Penumpang di Bandara Saat Pandemi Covid-19 Artikel ini telah tayang di Tribunjakarta.com dengan judul Simak Sejumlah Protokol Penumpang di Bandara Saat Pandemi Covid-19, https://jakarta.tribunnews.com/2020/05/28/simak-sejumlah-prot. Retrieved from https://jakarta.tribunnews.com/2020/05/28/simak-sejumlah-protokol-penumpang-di-bandara-saat-pandemi-Covid-19 Epstein,

M. J., & Roy, M. J. (2007). Implementing a corporate environmental strategy: Establishing coordination and control within multinational companies. Business Strategy and the Environment, 16(6), 389–403. Retrieved from https://doi.org/10.1002/bse.545 Ferreira, J. J. M., Fernandes, C. I., & Ratten, V. (2016). A co-citation bibliometric analysis of strategic management research. Scientometrics, 109(1), 1–32. Retrieved from https://doi.org/10.1007/s11192-016-2008-0

Fodness, D., & Murray, B. (2007). Passengers’ expectations of airport service quality. Journal of Services Marketing, 21(7), 492–506. Retrieved from https://doi.org/10.1108/08876040710824852

Francis, G., Humphreys, I., & Fry, J. (2002). the Benchmarking of Airport Efficiency. Journal of Air Transport Management, 8(4), 239–247.Gilson, L. L., Mathieu, J. E., Shalley, C. E., & Ruddy, T. M. (2005). Creativity and standardization: Complementary or conflicting drivers of team effectiveness? Academy of Management Journal, 48(3), 521–531. Retrieved from https://doi.org/10.5465/AMJ.2005.17407916

Hair, J. F., Sarstedt, M., Hopkins, L., & Kuppelwieser, V. G. (2014). Partial least squares structural equation modeling (PLS-SEM): An emerging tool in business research. European Business Review, 26(2), 106–121. Retrieved from https://doi.org/10.1108/EBR-10-2013-0128 Kasiri, L. A., Guan Cheng, K. T., Sambasivan, M., & Sidin, S. M. (2017). Integration of standardization and customization: Impact on service quality, Customer satisfaction, and loyalty. Journal of Retailing and Consumer Services, 35(November 2016), 91–97. Retrieved from https://doi.org/10.1016/j.jretconser.2016.11.007

Lien, N. (2001). The Effects of Service Quality Dimentsions on Customer satisfaction Across Different Service Types : Alternative Differentiation As a Moderator. Advances in Consumer Research, 35, 522–526.Mayasari, S. (n.d.). Protokol di Bandara Soetta, penumpang wajib punya SIKM. Retrieved from https://industri.kontan.co.id/news/protokol-baru-di-bandara-soetta-penumpang-wajib-punya-sikm Merkert, R., & Pearson, J. (2015). A non-parametric efficiency measure incorporating perceived airline service levels and profitability. Journal of Transport Economics and Policy, 49(April), 261–275.

Nickols, F. (2016). THINKING. Rahim, A. G. (2017). Perceived Service Quality and Customer Loyalty: The Mediating Effect of Customer satisfaction in the Nigerian Airline Industry. International Journal of Management and Economics, 52(1), 94–117. Retrieved from https://doi.org/10.1515/ijme-2016-0029 Rasyida, D. R., Mujiya Ulkhaq, M., Setiowati, P. R., & Setyorini, N. A. (2016). Assessing Service Quality: A Combination of SERVPERF and Importance-Performance Analysis. MATEC Web of Conferences, 68, 6–10. Retrieved from https://doi.org/10.1051/matecconf/20166806003

Teece, D. J. (2017). A capability theory of the firm : an economics and ( Strategic ) management perspective management perspective, 9954(October), 0–43. Retrieved from https://doi.org/10.1080/00779954.2017.1371208

Yuan, J., & Soocheong, J. S. (2008). The effects of quality and satisfaction on awareness and behavioral intentions: Exploring the role of a wine festival. Journal of Travel Research, 46(3), 279–288. Retrieved from https://doi.org/10.1177/0047287507308322




DOI: https://doi.org/10.25292/atlr.v3i0.284

Refbacks

  • There are currently no refbacks.


Copyright (c) 2020 Advances in Transportation and Logistics Research

Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.

Advances in Transportation and Logistics Research

ISSN: 2622-5778 (online)
Published by: Institut Transportasi dan Logistik Trisakti, Jakarta - Indonesia

ATLR by http://proceedings.itltrisakti.ac.id/index.php/ATLR is licensed under a Creative Commons Attribution 4.0 International License.