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338.4 Kam a

Analisis Persepsi Wisatawan Domestik terhadap Pelaksanaan Pelayanan Prima Maskapai Lion Air di Bandara Adisutjipto Yogyakarta===Analysis of Domestic Tourists' Perception Towards Lion Air's Service Excellence Implementation at Adisutjipto International Airport/ Harris Daniswara Kamal-PAR

Kamal, Harris Daniswara

Abstract:Lion Air is one of the low cost carrier airline in Indonesia. This airline sells flight tickets at relatively cheap prices, also has numbers of domestic and international routes offered. Unfortunately, the airline is often become the talk in society because of its bad image as airline which is always delayed, and has poor service. Even though, Lion Air as the flight service provider in Indonesia become one of the preferred airlines when traveling. This research aims to find out about the real perceptions of domestic tourists who use Lion Air services for travel to the implementation of Lion Airís service excellence, especially at Adisutjipto International Airport. Service excellence in this research will be measured by using the 6 dimensions of service excellence presented by Barata (2004), that consist ability, attitude, appearance, attention, action, and accountability. The analysis method in this research is descriptive quantitative method. Total sample in this research are 81 respondents, measured by convenience sampling method. The result of this research showed that the average value of the overall domestic tourists perception is in the agreed category. However, from 48 indicators used in this research, only 28 indicators are in the agreed category. Thus, the agreed value obtained is not strong enough to build a positive perception that dominates the service excellence of Lion Air.

Intisari:Lion Air merupakan salah satu maskapai penerbangan murah (low cost carrier) di Indonesia. Maskapai ini menjual tiketnya dengan harga yang relatif murah, serta memiliki banyak rute penerbangan dalam negeri maupun rute luar negeri yang ditawarkan. Sayangnya, maskapai ini sering menjadi pembicaraan di masyarakat karena citranya yang buruk sebagai maskapai yang selalu datang terlambat, serta memiliki pelayanan yang buruk. Meskipun begitu, Lion Air sebagai penyedia jasa penerbangan di Indonesia tetap menjadi salah satu maskapai pilihan saat bepergian. Penelitian ini bertujuan untuk mengetahui bagaimana persepsi sebenarnya dari wisatawan domestik yang menggunakan jasa Lion Air untuk berwisata terhadap pelaksanaan pelayanan prima Lion Air, khususnya di Bandara Adisutjipto Yogyakarta. Dalam penelitian ini, pelayanan prima diukur menggunakan 6 dimensi pelayanan prima yang dipaparkan oleh Barata (2004), yaitu dimensi kemampuan (ability), sikap (attitude), penampilan (appearance), perhatian (attention), tindakan (action), dan tanggung jawab (accountability). Metode analisis data yang digunakan adalah deskriptif kuantitatif. Responden dalam penelitian ini berjumlah 81 orang, dengan teknik pengambilan sampel convenience sampling. Hasil dari penelitian ini menunjukkan bahwa nilai rata-rata persepsi wisatawan domestik secara keseluruhan berada pada kategori setuju. Namun, dari 48 indikator yang digunakan, hanya sebanyak 28 indikator yang berada pada kategori setuju. Sehingga, nilai setuju yang diperoleh belum cukup kuat untuk membangun persepsi positif wisatawan domestik yang mendominasi terhadap pelayanan Lion Air.===Lion Air is one of the low cost carrier airline in Indonesia. This airline sells flight tickets at relatively cheap prices, also has numbers of domestic and international routes offered. Unfortunately, the airline is often become the talk in society because of its bad image as airline which is always delayed, and has poor service. Even though, Lion Air as the flight service provider in Indonesia become one of the preferred airlines when traveling. This research aims to find out about the real perceptions of domestic tourists who use Lion Air services for travel to the implementation of Lion Airís service excellence, especially at Adisutjipto International Airport. Service excellence in this research will be measured by using the 6 dimensions of service excellence presented by Barata (2004), that consist ability, attitude, appearance, attention, action, and accountability. The analysis method in this research is descriptive quantitative method. Total sample in this research are 81 respondents, measured by convenience sampling method. The result of this research showed that the average value of the overall domestic tourists perception is in the agreed category. However, from 48 indicators used in this research, only 28 indicators are in the agreed category. Thus, the agreed value obtained is not strong enough to build a positive perception that dominates the service excellence of Lion Air.

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Penerbit : Prodi Pariwisata Fakultas Ilmu Budaya UGM, 2018
Tahun 2018
Deskripsi xxiii + 111hlm., bibl., lamp., 3ocm.
No Klasifikasi 338.4 Kam a
Bahasa Indonesian
Jenis Penelitian Skripsi
Subyek Pariwisata
Kata Kunci Persepsi, Wisatawan Domestik, Kualitas Pelayanan, Pelayanan Prima, Lion Air, Bandara Adisutjipto Yogyakarta
Jumlah Eksemplar 1
Barcode No. Inventaris Lokasi
  190405FIB   190405FIB   Perpustakaan Fakultas Ilmu Budaya