Faktor Determinan Kepuasan Penumpang Pada Maskapai Berbiaya Rendah (Low-Cost Carriers)

Selestina Kolo, Diana Indratno

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Akhir-akhir ini lingkungan bisnis penerbangan semakin kompeititf. Banyak maskapai penerbangan menggunakan strategi bertarif rendah untuk bertahan ditengah persaingan yang semakin kuat. Penelitian ini bertujuan untuk menganalisis faktor determinan kepuasan penumpang pada maskapai penerbangan dengan biaya rendah atau yang dikenal dengan low-cost carriers (LCCs). Penelitian dilakukan melalui survei offline dan online melalui googleform terhadap 114 responden yang pernah menjadi penumpang maskapai Maskapai Lion Air di Bandara El -Tari Kupang. Faktor determinan ditinjau dari: kualitas pelayanan, harga, ketepatan waktu dan keberagaman rute. Analisis data menggunakan pendekatan analisis regresi linier berganda. Hasil penelitian menemukan bahwa kualitas pelayanan, harga, ketepatan waktu dan keberagaman rute berpengaruh positif signifikan terhadap kepuasan penumpang. Hasil penelitian ini memberikan implikasi bahwa kualitas pelayanan, harga, ketepatan waktu dan keberagaman rute merupakan faktor penting bagi LCC untuk bertahan hidup di pasar penerbangan yang sangat kompetitif. Keunggulan maskapai yaitu selain harga tiket yang murah juga perlu tetap memperhatikan kualitas pelayanan, ketepatan waktu, dan jaringan rute yang luas.

 

Kata Kunci: Low-Cost Carriers, Kepuasan Penumpang, Kualitas Pelayanan, Ketepatan Waktu, Dan Keberagaman Rute


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Referensi


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DOI: https://doi.org/10.31869/mi.v19i2.6886

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