PENGARUH KARAKTERISTIK PELAYANAN TERHADAP KEPUASAN PENUMPANG LOW COST CARRIER PADA MASKAPAI CITILINK INDONESIA

Abstrak

Low cost Carrier (LCC) is an airline that provides lower fares but removes some convenience.
Low-cost flights in Indonesia were first pioneered by Lion Air and Wings Air, then Air Asia and
Citilink Indonesia emerged. Citilink Indonesia is a low-cost airline and is a subsidiary of Garuda
Indonesia that has recently been operating in Indonesia that can compete in the Indonesian
aviation industry. This proves that low-cost airlines can compete not only in providing tariffs,
there are other distinguishing factors so they can compete. The purpose of this study was to
determine whether there was an influence and how much influence the characteristics of service on
the satisfaction of Low Cost Carrier passengers at Citilink Indonesia Airlines at AdiSoemarmo Solo
International Airport.
This research uses data taken from questionnaires distributed to Citilink Indonesia Airlines
passengers who are in the waiting room of AdiSoemarmo Solo International Airport which has
official Boarding Pass evidence from Citilink. Respondents in this study were passengers who used
Indonesian Citilink Airline services consisting of 80 respondents. This data is then processed using
the SPSS for Windows version 15.0 program using Simple Linear Regression analysis.
The results show that H0 is rejected and H1 is accepted, which is indicated by the F value
calculated = 6.683 with a significance value of 0.012, which means that there is a significant
influence between service characteristics variables on the satisfaction of Low Cost Carrier
passengers on Indonesian Citilink Airlines at AdiSoemarmo Solo Airport. The influence of the
question variable on passenger satisfaction is 7.9% and the rest is 92.1% which are contributions
from other variables.

Keywords : Service characteristics, passenger satisfaction, low cost carrier