ANALISIS KEPUASAN KONSUMEN TERHADAP LAYANAN DI BANDARA SOEKARNO-HATTA, SERTA IMPLIKASINYA TERHADAP STRATEGI PEMASARAN CITY CHECK-IN TERMINAL DI JAKARTA
Abstract: The Purpose of this
study are: (1) Market segmentation analysis
based on Demographic and
Psychographic, (2) Customer satisfaction analysis on services in
Soekarno-Hatta Airport, (3) Customer perception analysis on services in CCT,
and (4) Recommendation on CCT marketing strategy. The analysis was conducted
using Descriptive analysis, Cluster, Cochran, CSI and IPA. Based on Customer
Satisfaction Index (CSI) analysis of customer satisfaction in check-in
services-which will be used as service indicator in CCT, yields satisfaction
index value equal to 79.35% means that consumer has satisfied. Customer
perception of product attributes in CCT services are: (1) clean and neat
check-in service counter, clean and neat
check-in service counter, (2) convenient waiting room, (3) departure/arrival
information, (4) neat and attractive staf outlook, (5) strategic location, (6)
availability of public facilities (mushola, toilet, etc), (7) convenient access
to CCT, (8) ease during check-in, (9) fast and save luggage service, (10) fast
services, (12) courtesy, (13) professionalism, and (14) clear and accurate
information.
Kode Jurnal: jpmanajemendd090148
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