PENGARUH PRICE FAIRNESS TERHADAP KEPUASAN: survey pada wisatawan member garudamiles di bandung
Masroulina Sevtiani Sihombing, 0804607 "The Impact of Price Fairness on Garuda Indonesia's Customer Satisfaction" (A survey on GarudaMiles's travelers in Bandung). Under the guidances of Ridwan Purnama, SH., M.Si dan Heri Puspito Diyah Setiyorini, MM. In tourism industry, most of...
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2014-07-22.
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| Summary: | Masroulina Sevtiani Sihombing, 0804607 "The Impact of Price Fairness on Garuda Indonesia's Customer Satisfaction" (A survey on GarudaMiles's travelers in Bandung). Under the guidances of Ridwan Purnama, SH., M.Si dan Heri Puspito Diyah Setiyorini, MM. In tourism industry, most of consumer consumption is on air transportation. The increasing air transportation's user in Indonesia has made that services provider or airlines company increasing too. Indonesia's air transportation industry is very potential and competitive. Usually, airlines decide their price based on available capacities. Throughout collecting data technologies and latest computation, they offer the price on demand level. Finally, air transportation market that were once rare and expensive began to diversificating, so the ticket rates vary and more affordable. The vast number of airlines and varied pricing strategies cause the significant price difference. However, the significant price differences in consumer perspective often leads to the unfairness issues that could harm the relationship between the airlines and the passengers and perception of price fairness is believed associated well with the customer satisfaction. Garuda Indonesia offer higher rates with a commitment to deliver best services, as of the rates offered is higher than other airlines. The initial goal of this strategy is to reach the maximal satisfaction and win the competition.But, Garuda Indonesia's passenger satisfaction level has decreased, while the complains is increasing in compare to previous year. This study empirically investigates the impact of price fairness that consists of treatment experience, price knowledge, price expectation and price information on passenger satisfaction. Using explanatory survey method among passengers who is GarudaMiles member in Husein Sastranegara Airport, Bandung and has provided meaningful insights on the issues examined. As much as 100 respondents were obtained by using sampling formula of Slovin. The examining were done by using multiple regression analysis. Findings revealed the experience that passenger gained throughout their flight with Garuda Indonesia positively and significantly influence their satisfaction, supported by knowledge, expectation and information that passenger obtained pertaining to flight rates positively influence their satisfaction. The results shows that price fairness influence passenger satisfaction as much as 75,2%, while the other 24,8% determined by other factors that weren't examined on this research such as corporate image and service quality. |
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| Item Description: | http://repository.upi.edu/14548/1/S_MPP_0804607_Title.pdf http://repository.upi.edu/14548/2/S_MPP_0804607_Table_of_Conten.pdf http://repository.upi.edu/14548/3/S_MPP_0804607_Abstract.pdf http://repository.upi.edu/14548/4/S_MPP_0804607_Chapter1.pdf http://repository.upi.edu/14548/5/S_MPP_0804607_Chapter2.pdf http://repository.upi.edu/14548/6/S_MPP_0804607_Chapter3.pdf http://repository.upi.edu/14548/7/S_MPP_0804607_Chapter4.pdf http://repository.upi.edu/14548/8/S_MPP_0804607_Chapter5.pdf http://repository.upi.edu/14548/9/S_MPP_0804607_Bibliography.pdf http://repository.upi.edu/14548/10/S_MPP_0804607_Appendix.pdf |