ANALISA HARAPAN DAN PERSEPSI KONSUMEN TERHADAP KUALITAS MAKANAN IN-FLIGHT MEAL MASKAPAI PENERBANGAN GARUDA INDONESIA

Yunita Phienenda, Evelyn Susilo, Fransisca Andreani

Abstract


Abstrak: Penelitian ini bertujuan untuk menganalisa perbedaan antara harapan dan persepsi konsumen maskapai penerbangan Garuda Indonesia. Penelitian ini menggunakan metode kuantitatif dengan 400 responden berusia 17 tahun dan melakukan penerbangan dengan Garuda Indonesia rute internasional minimal sebanyak 2 kali dalam kurun waktu Mei 2017 – November 2017. Teknik analisis yang digunakan adalah uji mean, uji beda t dan CSI (Customer Satisfaction Index), Hasil penelitian menunjukkan bahwa terdapat perbedaan yang signifikan antara harapan dan persepsi konsumen terhadap kualitas makanan in-flight meal maskapai penerbangan Garuda Indonesia. Perbedaan terbesar terdapat pada variabel food taste mengenai rasa makanan yang disajikan konsisten. Sedangkan perbedaan terkecil terdapat pada variabel food appearance mengenai makanan yang disajikan tersusun rapi pada nampan.

Kata kunci: Harapan, Persepsi, Perbedaan, In-flight meal, Garuda Indonesia.

 

Abstract: This study aims to analyze the differences between consumer’s expectation and perceptions about food quality on in-flight meal Garuda Indonesia. The study uses a quantitative method with 400 respondents aged over 17 years old and flying with Garuda Indonesia at least twice on international routes in December 2016 - November 2017. The analysis technique used is mean test, paired t-test and CSI (Customer Satisfaction Index). The result shows that there are a significant difference’s between consumer’s expectation and perceptions about food quality on in-flight meal Garuda Indonesia. The biggest difference is on food taste variable, especially about the taste of in-flight meal is consistent. The smallest difference is on food appearance variable, especially in- flight meal is well arranged on a tray.

Keywords: Expectation, Perception, Differences, In-flight meal, Garuda Indonesia


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References


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