KOMPARASI KUALITAS PELAYANAN CHECK IN DENGAN PENGAMBILAN BAGASI PADA MASKAPAI PENERBANGAN GARUDA INDONESIA DI DAERAH ISTIMEWA YOGYAKARTA

Abstract

Service Quality is any form of activities carried out by a company to meet the consumer expectations. This study aimed to find out the difference between the quality of check-in services and baggage collection on Garuda Indonesia airlines in Yogyakarta Special Region.

This research was a descriptive study with data collection in the cluster area. This research was conducted at Yogyakarta Adjisucipto airport. The data collection was done by giving questionnaires directly to respondents. The research subjects used were Garuda Indonesia airline passengers at Yogyakarta Adjisucipto airport aged ≥15 years. The analysis of the data used to find out the difference between the quality of check-in service and baggage collection at Garuda Indonesia airlines in Yogyakarta Special Region is the mann whitney t-test.

The results of a study of 100 respondents showed that there were significant differences between the quality of check-in service and the baggage collection.

Keywords: comparison, quality, service