Abstract:
The purpose of this skripsi will help people understand more the service quality
and its impact toward customer satisfaction in Airlines industry. The service
quality dimensions like assurance, empathy, reliability, responsiveness and
tangibility where used to analyze customer satisfaction of AirAsia Indonesia. The
researcher distributed the questionnaire to 100 respondents who are living in
Cikarang. Quantitative research method was used and multiple regression analysis
with F-Test and T-Test were applied in this research. The results of research
shows that two of the variables (Tangibles, Responsiveness) are significant and 3
variables (Reliability, Assurance, and Empathy) are not having significant
influence to customer satisfaction, and there is also a simultaneous significant
influence of service quality towards customer satisfaction. This research also
recommended that continuous improvement like Website promotion update,
making more convenient flight schedule for domestic and international flights.
