ANALISA HARAPAN DAN PERSEPSI KONSUMEN TERHADAP KUALITAS MAKANAN IN-FLIGHT MEAL MASKAPAI PENERBANGAN GARUDA INDONESIA
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(*) Corresponding Author
Abstract
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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