QUALITY SERVICE AS A MEASUREMENT OF LION AIR PASSENGER SATISFACTION

Nancy Ester Angelica, Adinda Sava, Hanif Bambang, Nunuh Nunuh

Abstract


This study aims to analyze service quality of Lion Air based on five dimensions in Service Quality model according to respondent’s background characterisics. A two-way ANOVA was carried out to analyze mean differences of service quality scores according to respondents’ education and sex. This study reveals that half of respondents gave good scores of Lion Air’s service quality, leaving another half unsatisfied. Male respondents with education level of Diploma I-Diploma III gave the lowest score of service quality relative to their counteparts. These results suggest Lion Air to improve all dimensions of service quality to achieve better appraisal from its passengers.


Keywords


Service Quality, Passenger Satisfaction, Two-Way ANOVA, Quadrant Analysis, Air Transportation

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References


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DOI: https://doi.org/10.25292/atlr.v5i0.542

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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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