ANALISIS KUALITAS PELAYANAN PT. LION GROUP MENGGUNAKAN METODE IMPORTANCE PERFORMANCE ANALYSIS (IPA)

Abstract

The increasingly fierce competition in the aviation world is currently more and more not fully
recovered from the impact of the Covid 19 pandemic, making airline operators in Indonesia have to be more
observant to see the needs of their passengers. Better service to meet passenger needs that have an impact on
passenger satisfaction is an important point. The efforts made by the company to provide the best service for
passengers are not necessarily well received by passengers. The purpose of the research raised in this study
is what aspects are good and bad seen from the perspective of passengers with the object of research of PT
Lion Group.
The analysis tool used is IPA (Importance Performance Analysis). A total of 100 respondents were
used to answer the research objectives. Aspects that are already good according to passengers are the
friendliness of the flight staff, good communication, staff courtesy, terawatt aircraft well, accident insurance,
the plane is always clean, and adequate aircraft facilities. Aspects that are still lacking are the arrival and
departure hours of the aircraft, and the accuracy of service hours.

Key Words: Importance Performance Analysis, PT Lion Group