Anteseden dan konsekuensi dari customer experience pada maskapai penerbangan berbiaya rendah
Info Katalog
File Repositori
Nomor Panggil : 122012005001
Subyek : Customer relations
Penerbit : FEB - Usakti
Kota Terbit : Jakarta
Tahun Terbit : 2022
Pembimbing 1 : Asep Hermawan
Kata Kunci : antecendent, consequence, customer experience, low cost carriers.
Status Posting : Published
Status : Lengkap
File Repositori
| No. | Nama File | Hal. | Link |
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| 1. | 2022_TS_MMJ_122012005001_Halaman-Judul.pdf | ||
| 2. | 2022_TS_MMJ_122012005001_Lembar-Pengesahan.pdf | ||
| 3. | 2022_TS_MMJ_122012005001_Bab-1_Pendahuluan.pdf | ||
| 4. | 2022_TS_MMJ_122012005001_Bab-2_Tinjauan-Pustaka.pdf |
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| 5. | 2022_TS_MMJ_122012005001_Bab-3_Metodologi-Penelitian.pdf |
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| 6. | 2022_TS_MMJ_122012005001_Bab-4_Analisis-dan-Pembahasan.pdf |
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| 7. | 2022_TS_MMJ_122012005001_Bab-5_Simpulan,-Implikasi,-Keterbatasan-dan-Saran.pdf |
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| 8. | 2022_TS_MMJ_122012005001_Daftar-Pustaka.pdf | ||
| 9. | 2022_TS_MMJ_122012005001_Lampiran.pdf |
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P Pandemi Covid-19 cukup memberikan dampak pada berbagai industri jasaterutama industri penerbangan. Namun belakangan ini, justru muncul maskapaipenerbangan LCC baru di tengah pandemi. Munculnya maskapai LCC baru initentunya akan menciptakan pasar yang lebih kompetitif dan memicu adanyapersaingan antar maskapai penerbangan LCC. Oleh karena itu, maskapai LCCperlu membentuk perpajangan tangan untuk menjangkau pelanggan-pelangganbaru dengan cara mengenal pelanggan seutuhnya. Penelitian ini bertujuan untukmeneliti customer experience berdasarkan anteseden dan konsekuensi padamaskapai LCC. Penelitian ini memberikan pandangan terbaru terkait customerexperience pelanggan LCC menggunakan data pasar nyata yang dikumpulkanberdasarkan pelanggan yang pernah melakukan perjalanan domestikmenggunakan maskapai LCC. Metode penarikan sampel menggunakan nonprobability dan terkumpul sebanyak 200 sampel. Terdapat 7 hipotesis yang akanditeliti dan hasilnya menunjukkan bahwa 2 hipotesis tidak didukung atauberpengaruh negatif terhadap customer experience yaitu service convenience danemotional feelings.
P Pandemic Covid-19 has had quite an impact on various service industries,especially the aviation industry. But recently, a new LCC airline has emerged inthe midst of a pandemic. The emerge of this new LCC airline will certainly createa more competitive market and trigger competition between LCC airlines.Therefore, LCC airlines need to form an arm to reach new customers by getting toknow the customer completely. This study aims to examine customer experiencebased on antecedent and cosequences on LCC airlines. This research provides anupdated view of the customer experience of LCC customers using real marketdata collected based on customers who have traveled domestically using LCC.Sampling method using non-probability and collected as many as 200 samples.There are 7 hypotheses to be studied and the results show that 2 hypotheses arenot supported or have a negative effect on customer experience, namely serviceconvenience and emotional feelings.
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