AN EXPLORATION OF STRATEGIC ALLIANCE IN THE IMPROVEMENT OF AIRLINES’ PERFORMANCE (A CASE STUDY OF PT GARUDA INDONESIA)
ABSTRACT: The purpose of this
research is to explore the improvement of company’s performance while comply
the high qualified SkyTeam membership requirements. This research also explores
the networking impact that company able to obtain, and improvement of
integrated ground service that SkyTeam offers to passenger. Research method
that used in this research is qualitative method with case study approach. Data
sources in this research are primary data, by doing interview with Alliance and
Partnership Management and Ground Service Unit from PT Garuda Indonesia, and
secondary data from company’s documents, and news update which is related to
the research theme. The result shows that joining Garuda Indonesia to SkyTeam
improve company’s performance in terms of passenger service system, quality of
safety, human capital skills, brand recognition, and knowledge transfer
process. Further, SkyTeam provide new potential market for Garuda Indonesia to
Greater China, America, Europe, and Middle East. The integrated ground service
that SkyTeam offers also increase the customer satisfaction index for Garuda
Indonesia service. Besides that, Garuda Indonesia also faces some obstacles to
adjust the high modern passenger service system, ground service officer which
lack of SkyTeam product knowledge, and implementation of SkyTransfer which
adjust the airport infrastructure and facility.
Penulis: Taufiq Al Dyansha, Wilopo,
Mohammad Iqbal
Kode Jurnal: jpadministrasinegaradd170052
