View
4
Download
0
Category
Preview:
Citation preview
ANALYSIS CUSTOMER SATISFACTION OF AIRASIA PASSENGER
By
Merry Susanti
ID No. 014201300106
A skripsi presented to the
Faculty of Business President University
In partial fulfillment of the requirement for
Bachelor Degree in Business Major of Management
January 2017
1
SKRIPSI ADVISER RECOMMENDATION LETTER
This skripsi entitled “ANALYSIS CUSTOMER SATISFACTION OF AIRASIA PASSENGER ”. Prepared by Merry Susanti in partial fulfillment of requirement for the degree of Bachelor in Faculty of Business has been review and found to have satisfied the requirement for a skripsi to fit to be examined. I therefore recommend this skripsi for Oral Defense.
Cikarang, Indonesia, January 9th2017
Acknowledge by, Recommended by
Dr.Dra. Genoveva, M.MDr. Ir. Yunita Ismail Masjud, M.Si
Head of Management Study Program Skripsi Advisor
2
DECLARATION OF ORIGINALITY
I declare that this skripsi, entitled “ANALYSIS CUSTOMER SATISFACTION OF AIRASIA PASSENGER”, it to the best of my knowledge and beliefs, an original piece of work that has not submitted, either in a whole world in a part, to another university to obtain degree.
Cikarang,Indonesia,January 9th2017
Merry Susanti
3
PANEL OF EXAMINERS APPROVAL SHEET
The Panel of Examiners declare that the Skripsi entitled “ANALYSIS CUSTOMER SATISFACTION OF AIRASIA PASSENGER”, that was submitted by Merry Susanti in Management from the Faculty of Business was assessed and approve to have passed the Oral Examination on January 16th 2017.
Grace Amin, S.Psi, M.Psi, Psikolog
Christina Liem, S.T., M. Comm.
Dr. Ir. Yunita Ismail Masjud, M. Si
4
ABSTRACT
The purpose of this skripsi will help people understand more the service quality and its impact toward customer satisfaction in Airlines industry. The service quality dimensions like assurance, empathy, reliability, responsiveness and tangibility where used to analyze customer satisfaction of AirAsia Indonesia. The researcher distributed the questionnaire to 100 respondents who are living in Cikarang. Quantitative research method was used and multiple regression analysis with F-Test and T-Test were applied in this research. The results of research shows that two of the variables (Tangibles, Responsiveness) are significant and 3 variables (Reliability, Assurance, and Empathy) are not having significant influence to customer satisfaction, and there is also a simultaneous significant influence of service quality towards customer satisfaction. This research also recommended that continuous improvement like Website promotion update, making more convenient flight schedule for domestic and international flights.
Keyword: Service Quality, Tangible, Reliability, Responsiveness, Assurance, Empathy, and Customer Satisfaction
5
ACKNOWLEDGEMENT
My University life was amazing when I decided to study in President Universitya
lot of experiences makes me feel more independent, brave and self determining. I
got many challenges and problems but finally I pass it all and here today I’m
going to graduate from the University. President University educated me to be a
person who will make benefit for social. And now I’m ready to step into the new
age of my life. I’m grateful for every lesson I have.
My parents, Mom and Dad. I don’t know how to describe my gratitude to both of
you in words, but I’m so glad proud to have parents like Mom and Dad. You are
the best parents in the world. Thank you for everything, thank for your unlimited
support my life and take care me not depend to any reasons. I would like to say “I
love you so much, Mom and Dad”
I want to say thank you to my family especially my sisters, Fifi, Viola and Intan
for the support during my university life. I also want to say thank you very much
for Marthin Martius as my partner, my very special man who always love and
support me.
I want to say “Thank you so much” to Ma’am Yunita Ismail. She is an amazing
advisor and I can learn many things from her. From what I knew her, she is
always busy to attend the class and with her work.. Thank you for supported, help
me make my thesis faster and skip many my troubles. I wish you will always be
healthy, successful, and happy in your life.
Merry Susanti
6
Table of Contents SKRIPSI ADVISER RECOMMENDATION LETTER .......................................... 1
DECLARATION OF ORIGINALITY ..................................................................... 2
PANEL OF EXAMINERS APPROVAL SHEET ................................................... 3
ABSTRACT ............................................................................................................. 4
ACKNOWLEDGEMENT........................................................................................ 5
CHAPTER I ........................................................................................................... 10
INTRODUCTION ................................................................................................. 10
1.1 Background of The Study ................................................................ …..10
1.2 Problem Identificatio…………………………………………………...11
1.3 Research Questions ............................................................................... 11
1.4 Research Objectives .............................................................................. 12
1.5 Significance of Study ............................................................................ 12
1.6 Scope and limitation .............................................................................. 13
CHAPTER II .......................................................................................................... 14
LITERATURE REVIEW....................................................................................... 14
2.1 Theoretical Review ................................................................................... ..14
2.1.1. Customer Satisfaction……………………………………………..14
2.1.2.Service……………………………………………………………...14
2.1.3. Quality…….……………………………………………………….14
2.1.4.Service Quality......…………………………………………………15
2.1.5.Service Quality and GAP model……..…………………………….15
2.1.6. Tangibles…………………………………………………………..15
2.1.7. Reliability…...……..………………………………………………16
2.1.8. Responsiveness……………………………………………………16
2.1.9. Assurances…………………………………………………………16
2.2. Previous Research ................................................................................. 17
7
CHAPTERIII ......................................................................................................... 18
RESEARCH METHODOLOGY ........................................................................... 19
3.1 Research Methodology .......................................................................... 19
3.2 Theoritical Framework .......................................................................... 19
3.3 Research Framework ............................................................................. 20
3.4. Hypothesis ............................................................................................. 21
3.5. Operational Definitions of Variable ...................................................... 24
3.6. Instruments........................................................................................... ..25
3.7. Data analysis……..……………………………………...……………..27
CHAPTER IV ........................................................................................................ 34
DATA ANALYSIS AND INTERPRETATION ................................................... 34
4.1. Company Profile ..................................................................................... 34
History of AirAsia ....................................................................................... 34
About AirAsia Indonesia ............................................................................... 35
4.2. Validity test ............................................................................................. 36
4.3. Reliability test ......................................................................................... 37
4.4. Descriptive Test ...................................................................................... 39
4.5. Multiple Linear Regression Model ......................................................... 43
4.6. Normality Test ........................................................................................ 46
4.7. Multicollinearity Test ............................................................................. 47
4.8 Heteroscedasticty Test ............................................................................ 48
4.9. Hypothesis Testing Result. ..................................................................... 48
4.10. T-Test ..................................................................................................... 49
4.11. F-Test ...................................................................................................... 51
4.12. Coefficient Determinants (R²) ................................................................ 53
4.13. Interpretation of the results ..................................................................... 53
CHAPTER V .......................................................................................................... 55
CONCLUSION AND RECOMMENDATION ..................................................... 55
5.1. Conclusion ............................................................................................. 55
5.2. Recommendation ................................................................................... 55
REFERRENCES ........................................................................................................
8
LIST OF TABLES
Table2.2. Previous Research ……………………………………………17
Table 3.5. Operational Definition of Variable...………………………….…24
Table 3.6. Likert Scale Description…………..............................................25
Table 3.7.Internal Consistency of Cronbach Alpha…………………..……..28
Table 4.2. Result of Validity Test……………………….…………………..36
Table 4.3. Result of Reliability Test………………………………………...38
Table 4.5.Multiple Linear Regression ......………………………………….44
Table 4.7. Muticollinearity Statistic Test……...……………………………47
Table 4.10. T- Test Result……………………………………………….….49
Table 4.11.ANOVA F-Test Result…………………………………………...51
Table 4.12.Coefficient Determinants (R²)……………………………………52
9
LIST OF FIGURES
Figure 1.1. Airlines Industry in Indonesia………………………….……………10
Figure 3.2. Theoritical Framework …….………………………………….........19
Figure 3.3 Research Framework………….............................................…..........20
Figure 4.4.1. Descriptive Analysis (Gender)……………………….………..39
Figure 4.4.2. Descriptive Analysis (Age)……………………………...........40
Figure 4.4.3. Descriptive Analysis (Occupation)……………………….......41
Figure 4.4.4. Descriptive Analysis (Purpose)……………………………….42
Figure 4.4.5. Descriptive Analysis (Types of Flights)………………………42
Figure 4.4.6. Descriptive Analysis (Frequency) ……………………………43
Figure 4.6.Histogram of Reggression Standardized residual…………....……….46
Figure 4.8. Scatterplot of Heroscedacticty Test………………………………….48
10
CHAPTER I
INTRODUCTION
1.1.Background of The Study
In Asia-Pacific region the airlines industry is fastly growing especially for the
numbers of passengers (www.iata.org).The aviation sector is extremely become
theimportant segment in the field of economic development of the nation and has
important role in moving people and the goods or products domestic and
international for over a long distance. (Archana & Subha, 2012) . One of the main
transportation services in Indonesia is airlines transportation, it is supported by the
total population in Indonesia with strategic location. Air transport service is very
needed in Indonesia in order to support both inter- islands and inter- regions
travel.According to Zeithaml et al (1996) .The main strategy to be able to survive
in recent competitive industry especially in service industry is providing high
quality service to the customers for example in airlines transportation services
itself.
Airlines Industry in Indonesia
Figure 1.1. Airlines Industry In Indonesia
11
Based on the data above, the domestic passengers in Jakarta Soekarno Hatta
International Airport are slowdown during the year 2013 until the 10 months of
2015. The political instability as the impact of the presidential election have
influence the domestic market in Indonesia In 2014. Eventhough the stability was
soon to be able restored. In addition on 2015, the airplane crashed which is
Airasia airplane in the end of 2014,resulted some slowdown of Airasia passengers
in few months afterwards.( airlineleader.com)
1.2. Problem Identification
Airlines industry relies on the service that they offer for the passenger. It can
indicates how the airlines images generally. Some of the issues for examples,
mechanical problems, poor service, lost luggage, delay of flight and many others.
There are also a bigger case that airlines industry faced, which is accident of the
airplanes. Research would like to focus on Airasia Indonesia as the object of this
research. Airasia airplane crashed happen on Sunday,28 December 2014from
Surabaya to Singapore, the plane went down to the Java sea and killed for 162
people on board (source : independent.co.uk). The accident has become a put
spotlight back to Indonesian’s aviation sector especially regarding to the safety
issues. Beside that, the decreasing of passengers in the few next quarters and the
investments also going down as the result of tragedy happened. Researcher would
like to evaluate the service quality as the important point in Airasia based on the
passenger’s perspectives specifically in Indonesia. The research will be focus on
measuring the services quality in airlines industry. There is improvement of
researcher interest to the service quality specifically on airlines industry. Many
previous research have been conducted related with the service quality and the
customer loyalty in airlines industry.
1.3.Research questions
The researcher would like toanswer these questions :
1. Is there any partial significant influence of tangibility toward customer
satisfaction?
12
2.Is there any partial significant influence of reliability toward customer
satisfaction?
3. Is there any partial significant influence of responsiveness toward customer
satisfaction?
4. Is there any partial significant influence of assurances toward customer
satisfaction?
5. Is there any partial significant influence of empathy toward customer
satisfaction?
6. Is there any simultanously significant influence of tangible, reliability,
responsiveness, assurances, empathy toward customer satisfaction?
1.4. Research Objectives
The objectives of this research are to examine the influence of service quality
toward customer satisfaction with Airasia Indonesia, more specifically to find
theseobjectives :
1.To determine a significant influence of tangibletoward customers satisfaction
2. To determine a significant influence of reliability toward customer satisfaction.
3. To determine a significant influence of responsiveness toward customer
satisfaction.
4.To determine a significant influence of assurance toward customer satisfaction.
5. To determine a significant influence of empathy toward customer satisfaction.
6. To determine simultaneous significant influence of tangibility, reliability,
responsiveness, assurance, empathy toward customer satisfaction.
1.5.Significance of study
The research provides description on some significance of the study given to those
who already benefit the research.
13
For the Researcher
Propose research will give understanding about service quality in airlines and
development of airlines industry in Indonesia.
For Academic
this research will serve as the references about airlines research , what factors that
affect the loyalty of the customers who choose them to make the preferences of
airlines choices.
For Airlines company
The knowledge about service quality will help the airlines company to prioritize
their services which is preferred by the loyal passengers.
1.6.Scope and Limitation
The scope and limitation of the research are limited to the subject and the object
that has been investigated.
Scope: This study focused on the influence of service qualitywhich are, tangible,
reliability, responsiveness, assurances, empathy toward customer satisfaction of
AirAsia Indonesia.
Limitation: This study is limited to the people in Cikarang who have been
travelled with AirAsia Indonesia in the ;ast 5 years either domestic, international
or both domestic and international flights especially in measuring the service
quality toward customer satisfaction of AirAsia Indonesia.
14
CHAPTER II
LITERATURE REVIEW
2.1. Theoritical Review
Customer Satisfaction
According to Gustafsson (2005) customer satisfaction can be defined as the
present performance of the product or service in which able to provideon a
specific time or on the particular time when customers need it.Satisfying customer
has also seen as the main objectives for every business and is critical for a firm’s
success (Naik, Gantasla & Prabhakar, 2010). In the service industry, it is critical
to maintain a high level of customer satisfaction, producers have to know the
target or the market first, or in other word producers should understand the
customer, which are customer needs, customer wants, and customer demand.
After knowing those three attributes customer satisfaction will be reached directly
(Kotler & Amostrong, 2010). Satisfied customers will use the product and will re-
purchase the product. When this happens it will make loyalty of the customers to
the product. A Satisfied customer will give benefit for companies and will reduce
competitive for similar business.
Service
Gronroos (2008) stated that service defined as the activity or series of activity
that is invisible (intangible) in which occurred as the result of interaction between
customer and the employee or the other things that provided by the service
industry and those intended to solve the problem of the customers.
Quality
According to Risqonadhimi, 2011 the quality is defined as the dynamic condition
related to services, people, product, process, environments which meet the
expectation.The concept of service quality has long been an important indicator in
the means to build a competitive and improving organizational performance.
Quality of service is something that perceived by the customer (Tjiptono, 2011).
15
Customers will assets the quality of service that they feel based on what they
describe in their minds. The definition of service quality has been defined
differently by many researchers.
Service Quality
According to R. Archana and M. V. Subha the point of customer impression in
measurement efficiency of the organization and the services is the service quality
. However, being able to exactly understand what is the expectation of the
customers is become the most difficult step in delivering a high quality
service.Parasuraman, Zeithaml & Berry has explained the five dimensions of
SERVQUAL which are tangibles, reliability, responsiveness, assurance and
empathy. Below researcher also give some of the variables of each dimensions
SERVQUAL and GAP model
SERVQUAL and GAP model according to Parasuraman, VA Zeithaml, and LL
Berry in 1988. It measure quality on service sector. Initially there are ten criteria
or determinants which are access, competence, communication courtesy,
credibility, ,responsiveness, reliability, security, tangibles and understanding.On
the next years, Parasuaman et al., there is high correlation between access and
understanding. So, they introduced two broad dimension assurance and empathy
making a five model include as tangibles, reliability, assurances, responsiveness,
and also empathy.Those needed as the measurement tool. (Hassan, Malik, &Faiz,
2012)
Tangibles
According to Parasuraman, Zeithaml & Berry, 1988 These are the physical
aspects of service delivery which are includethe physical (tangible) facilities,
appearance/performance of the personnel, the equipment and the communication
materials.Some variable adapted that include to the dimension are the airplane
hasclean interior with very comfortable seats, employees of the airlines perform
neat and tidy, the airlines able to provide high quality foods and beverages to the
16
passengers, toilets of aircraft is clean and the airlines have in flight entertainment
service provided such as newspaper and magazines.
Reliability
According to Parasuraman, Zeithaml & Berry,1988,The provider of service able
to perform the services delivered dependable and accurately. Passengers expect
the reliability of every service delivery aspect specifically regarding to the on time
performance, the consistent manner and avoiding errors every single time. Some
variable adapted that include to the dimension are Convenient of flight schedule,
On time performance, the safety of airlines, clean with comfortable interior and
aircraft seats, the airline website is also updated regularly.
Responsiveness
According to Parasuraman, Zeithaml & Berry, 1988, responsiveness is about the
willingness of provider to help the customers and able to provide the fast
services.Such as the negative perceptions of quality as the result of keeping
customers to wait for along time. It is important for the provider to be able to
recover the situation quickly to give the positive perceptions. Some variable
adapted that include to the dimension are capability of handling the delayed
flights, providing check in efficiently and service of baggage handling,the
willingness of employess to help passengers, the employees able handling request
/ complaint fastly in the right actions, the quality of reservation services in airlines
itself.
Assurances
Parasuraman, Zeithaml & Berry in 1988 defined assurances variable as the
knowledge and politeness of airlines employees and the ability to perform trust
andthe confidence. Some variable adapted that include to the dimension are
Image of the airlines company, Knowledge and expertise skills of employee.
According to Parasuraman, Zeithaml & Berry, 1998 , Caring, personal attention
from the providers to its customers include the approachable and sensitivity of
17
service employees. Some variable adapted that include to the dimension are
Employees action toward the delayed passengers, Individual attention to the
airlines passengers, the understanding of passengers particular needs and Courtesy
(politeness) of employees.
2.2.Previous Research
Table 2.2. Previous Reseach
No.
Title Author Research Method
Related Result
1 EFFECT ON THE QUALITY OF CUSTOMER SATISFACTION OF LION AIR AIRLINE IN SURABAYA CITY
Wiwik Retnaningsih(2013)
Quantitative Method.
all the independent variables (SERVQUAL) is significantly influence toward customer satisfaction.
2 MEASURING THE MALINDO’S AIRLINES CUSTOMER SATISFACTION
Zakaria Wahab1, Inda Sukati, & Lee Hua Li (2015)
Quantitative Method.
the SERVQUAL have the positive relationship toward passengers satisfaction of Malindo Airlines.
3 A STUDY ON SERVICE QUALITY ON CUSTOMER SATISFACTION IN LOW COST AIRLINE INDUSTRIES
Kalaippiriya Kalaiarasan, Santhi Appannan and Barathy Doraisamy (2015)
Quantitative Method.
Influential factors of the SERVQUAL are the service environment, the approach of the employee, the efficiency of the services given and the behavioral intention ofthe customers.
18
CHAPTER III
RESEARCH METHODOLOGY
3.1. Research Methodology
Researcher use questionnaire as the research method, from the previous research
conducted,questionnaire method is practical. First, the demographic profiles such
as gender, age, Occupation, the purpose of trips and the frequency of travelling
with airlines were determined. From beginning of the questionnaire, researcher
give selected question to focus on the respondent profile, to make sure that the
respondents had travelled with Airasia and they live in Cikarang area. The reason
of choosing Cikarang as the scope of this research is because Cikarang located
only 40 km from Jakarta as the capital of Indonesia. Cikarang has many foreign
companies located in industrial estate such as from Singapore, USA, Germany,
Korea, Japan, China, Malaysia, Taiwan and Middle East
region(www.indomovieland.com), People who work will use air transport often
and have a high mobility because however those foreign companies absorb
employees both domestic and internationally. The service quality dimensions or
SERVQUAL refers to the previous research and studies. Questions are aiming to
address expectations and perceptions that were rated using 5 poins. The scale was
from the scale 1which strongly disagree until the scale of 5 which strongly agree.
Researcher focus on having quantitative approach. scientific tools and
measurementswhich used to make a quantitative observations. The results can be
measured and examined by trying to quantitatively assess the same situations
thatwill generate the same results. In quantitative method every information or
data that can be counted usually gathered by surveys from many respondents that
will be randomly selected.It will be able toanalyzed using the statistical methods
which is able to answer what, when, and who questions. (civicpartnership.org,
2013).
19
3.2. Theoretical Framework
The conceptual framework ofthe researchexplained based on the literature
reviewwhich related the study and research . Conceptual framework will gives a
more clearer and understandable picture of variables which influencesthe
customer satisfaction of AirAsia
Figure 3.2: Theoretical Framework
(source : Zethaml, Parasuraman and Berry (2005))
This is Service Quality (SERVQUAL) model made by Zethaml,
Parasuraman and Berry (1995). This model is including five factor (variable) of
the customer satisfaction, which includes tangibles, reliability, responsiveness ,
assurance and empathy
20
3.3.Research Framework
The purpose of researcher going to found out its impact of the service quality
toward the customer satisfaction of Airasia Indonesia. However, researcher use
tangible, reliability, responsiveness, empathy,assurances, as independent variable
and customer satisfaction as dependant variable. All the steps conducted by
researcher
Fig 2 research figure
(source: self constructed)
Figure 3.3. ResearchFramework
Statement of Problem
Service Quality
Customer’s Satisfaction
Validity and reliability test
Data Gathered
Conclusion
Distribute questionnaire
Collect data & analyzing data
21
3.4. Hypothesis
H1a: There is a significant influenceof Tangibles toward Customer Satisfaction.
H1o: There is no significant influence of Tangibles toward Customer
Satisfaction.
H2a:There is a significant influence of Reliability toward Customer Satisfaction.
H2o: There is no significant influence of Reliability toward Customer
Satisfaction.
H3a: There is a significant influenceof Responsiveness toward Customer
Satisfaction.
H3o: There is no significant influence of Responsiveness toward Customer
Satisfaction.
H4a: There is a significant influenceof Assurance toward Customer
Satisfaction.
H4o: There is no significant influence of Assurance toward Customer
Satisfaction.
H5a: There is a significant influence of Empathy toward Customer Satisfaction.
H5o: There is nosignificant influence of Empathy toward Customer Satisfaction.
H6a: There is a simultaneous significant influence of Tangibles, Reliability,
Responsiveness, Assurance and Empathy toward Customer Satisfaction
H6o: There is no simultaneous significant influence of Tangibles, Reliability,
Responsiveness, Assurance and Empathy toward Customer Satisfaction.
22
3.5. Operational Definitions of Variables
The operational definition is attaching meaning to a variable by specifying
the activities or actions that need to measure the variables. Operational
Definition of variables is then decomposed into empirical indicators include:
Table 3.5. Operational Definition of Variables
Variable Definition Indicator Scale
Tangibles
X1
Tangibles variables of Service
Quality is refers tothe physical
aspects, includes facilities and
equipments.(Anderson, 2013)
-The aircraft has clean and comfortable seats
- The airlines able to provides high quality of food and also beverage
- Cleanlineness of aircraft toilets
- The airline have flight entertainment service such as newspapers and magazines
( Park, Robertson & Wu (2004) ; Pakdil& Aydın (2007) ; Archana & Subha (2012); Namukasa (2013)
Likert
Scale
Reliability
X2
The Reliability in Service Quality means how the company perform and complete their promises theirservice, the quality and the accuracy include of the
- convenient flight schedule
- on time performance
-safety
likert
scale
23
requirements givenespecially between the airlines company yet for the customer. (Anderson, 2013)
-Clean interior/ seats
-Updating airline website
(Pakdil and Aydın (2007) ; Park, Robertson & Wu (2004); Namukasa (2013)
Responsive
ness
X3
The Responsiveness of the
Services Quality dimensions
refer to company willingness
to help the customers (airline
passengers)to provide a good
quality of service. (Anderson,
2013)
- Response of Handle the delayed flight
- check in / baggage services to be efficient
- Willingness of employees to help
- Employees’ speed handling request/ complaint
- Quality of the reservation services
(Archana & Subha( 2012), Park, Robertson & Wu (2004), Pakdil& Aydın (2007)
Likert
Scale
Assurance
X4
The Assurance in Service
Quality dimension is refers to
employees of the airlines
company. (Anderson, 2013)
-The Image of its airlines company
- Knowledge having by the employee
- Language skills expertise e of employee
(Elliott & Roach (1993); Namukasa (2013); Park, Robertson
Likert
Scale
24
& Wu (2004)
Empathy
X5
The Empathy of Service Quality
basically refers to how the
company cares and gives
individualized
attention to their customers to
make.
-Employees’ behavior to delayed passenger
-Individual attention toward passengers
-Understand of passengers specific or particular needs
-Courtesy of airlines employees
(Pakdil& Aydın (2007); Park, Robertson & Wu (2004)
Likert
Scale
Customer
Satisfaction
Y
The previous and the outcome
of airlines customer
satisfaction found that quality
to be falling shortly of the
expectations which have a
higher impact towatd the
satisfaction and the retention
especially compared to the
exceeding (Anderson, 2013)
-My choice to use theairline was wise one
-I believe that I did the right thing when I decided to use the airline
-The offering of flight services of the airlines is are worth to pay for
-This airline values compared to customer’s comments
(Park, Robertson & Wu (2004); Namukasa (2013)
Likert
Scale
25
3.6.Instruments
To collect the data, this research use questionnaire, this is self-constructed.
According to Istijanto (2009), questionnaire is a list of questions that will be using
be researchers to obtain data from the source directly through the communication
process or ask question
Questionnaire is made for respondents to answer those questionnaire questions
quickly by using a simple language in order the data able to be collected
effectively and efficiently. To follow the evaluation of customers, and get more
information about the service quality of Airasia Indonesia. Respondent s required
to choose the numerical values from strongly disagree to strongly agree. Each
respond would Be :
Table 3.6. Likert Scale Descriptions
In this research, Respondents need to indicate the amount of agreement level or
disagreement from strongly agree to strongly disagree. The level of percentage
represents the percentage of agreement about the statements in the questionnaire.
Primary Data
Rao in 2008 explained that primary data defined asfirst time data that gathered by
the researcher. The primary data in this research was collect directly from the
source by using questionnaire. In this research, the respondents who filled the
questionnaires are the someone who ever travelled with Airasia.
Scale Description Percentage
1 Strongly Disagree 0% agree
2 Disagree 1%-25% agree
3 Neither Agree nor Disagree 26%-50% agree
4 Agree 51%-75% agree
5 Strongly Agree 76%-100% agree
26
The data results of the questionnaire are strongly support the understanding of the
related variables. The data obtained from the questionnaire in the form of the
service quality of Airasia Indonesia.
Sampling
Sample size
This research is unkown for population. According to Sekaran (2013) the
guidance that provided for number determination of research sample is among
30-500 elements. According to Rau Purba (1996) and Sufa (2012), the unknown
population can be predicted using the formulation below:
n = 1.962
4(0.10)2
= 96.04 –rounded to 100 respondents
n : the number amount of the sample
Z : Normal distribution sample with significant level of 5% = 1,96
MoE : Margin of Error, the maximum of sampling error rate able to be tolerated
at 10%
The total respondent who respond on the survey is 100 people. The spreading of
the questionnaire is completed after the pre test.
The sampling method that researcher conduct in the research is convenience
sampling ( non probability sampling). The researcher use google forms to spread
the questionnaire for people age 15-35 years old who lived in Cikarang. The
research give questionnaire to 100 respondents who had ever travelled with
Airasia.
27
3.7. Data analysis
Validity
Validity is an important key to effective research. The purpose to conduct a
validity testing is eliminating the proper questions that will be answering the
research objectives. The Quantitative interpretation of the degree of linear
relationship existing is shown in the following range of values.
According to Shepherd and Wiklund in 2009, thecorrelation of coefficient
validity is can be determined as follows high if r ≥ 0.5, moderate if 0.3- 0.5,low if
r = 0.1- 0.3 and no if r ≤0.1 . In this research, researcher used 2- tailed testing, α =
0.05, n=100 the critical value of r = 0.197.
Correlation r formula:
For any two variables, X and Y, the correlation coefficient between them is given
by formula:
(Source: Douglas and William, 2003) Where:
N = the number of paired observation
∑ = The X variable summed
∑ = The Y variable summed
= the X variable squared and the squared summed
= The X variable summed and the sum squares
=The Y variable squared and the squares summed
= variable X and Y sum
28
The first step and the requirement of an instrument is a validity test. The
researcher used Pearson Product Moment Correlation to fulfill the requirements of
the instrument validity.
Reliability Test
According to Cooper & Schindler, 2006 Reliability is the test on purpose to check
and examine the correlation of statement of the questionnaire. Reliability would
be concerned about thedegree estimation . For this research, the researcher used
formula of Cronbach’s Alpha for determining the reliability. Cronbach’s
Alphaused to conduct measurement t of this reliability testing:
∝ = 𝑲. 𝒓
𝟏 + (𝑲 − 𝟏)𝒓
(Source: Cronbach’s Alpha, 2010)
Where:
α = as the reliability’s coefficient instrument
r = mean correlation coefficient between variables
k = number of questions
To do validity and reliability testappropriately
Here we interprate the cronbach’s alpha into the following internal consistency.
Table 3.7. Internal Consistency for Cronbach’s Alpha.
(George D & Mallery P ,2003)
Cronbach's alpha Internal consistency
α 0.9 Excellent
0.8 ≤ α < 0.9
0.7 ≤ α < 0.8
Good Acceptable
0.6 ≤ α < 0.7 Questionable
0.5 ≤ α < 0.6 Poor
α <0.5 Unacceptable
29
The purposes of these two tests are to determine the correlation and reliability of
the research instrument.
Multiple Regression Analysis
According to the Basic Business Statistics book ofBerenson, Levine
&Krehbiel in 2009, the multiple regression model specifically needed toestimate
or forecast the value of Y variable . In regression analysis, relationship between
response variable and one or more predictor variable is discovered. The
multiple regression models contain a dependent variable (Y), which more than a
independent variables (X1, X2, X3… Xn), the β’s are regression coefficients and
the random error term (ε), in which Y depends on the Xs, the Y and the
Xs are continuous variables.
The multiple regression model described as:
Y = β0 + β1X2 +β2X2 +β3X3 +……+βn-1Xn-1 +βnXn + e
Where:
Y: Customer Satisfaction (Dependent variable)
β0: Constant
β1-βn: Coefficients
e: Random error term/ Residuals X1– Xn: Independent variables
MarkL. Berenson, David M.Levine& Timothy C.Krehbiel, 2009)
The result of the regression analysis will be usedfor accept and reject it
hypothesisin order to observeif there is an affect or not between the dependent
and also the independent variables. There are three classical assumption test
must be passed: the normality test, the multicollinearity test, the
heteroscedasticity test and Autocorrelation test.
Normality Test
Normality test is conducted to examine whether the data is distributed normally or
not distributed. According to Barbara, Brian, & Jonathan (2012)The indicator of
30
data to be normally distributed is when the curve of the histogram is shaped like
a bell.
Multicollinearity Test
Multicollinearity is the test that will show a high correlation among
variables. Correlated independent variables only show the inferences ofthe
regression coefficients of individual and the individual effect appeared on
dependent variable. Multicollinearity is measured when VIF is less than 10,
and it called satisfactory ( Lind, Marchal and Wathen, 2010)
Heteroscedasticity Test
This test is showcase of the similarity of residual variance from one observation to
other observation. The fact that standard error is biased may have tendency to
generate the incorrect conclusions especially for the significance of the regression
coefficients.The result of the test can be seen by looking at theresidual
valuesdistributiontowards the values that has been predicted in the scatter plot. If
the distribution randomly spread and does not make any systematic pattern
likeincreasing or decreasing pattern, then the heteroscedasticity assumption is
fulfilled.
T-Test
A T-Test is the statistical hypothesis test where the statistical test follows a
Students t distribution if only the null hypothesis is supported. It is applicable
using to determine if the two sets of data arebasically having a significant
different from oneanother and it is most commonly can be applied when the
statistical testfollow a normal distribution if the scaling term value in the
statistical testhave been known. To compute the T – test, there is a T - test
formula used:
31
( Lind, Marchal&Wathen in 2010)
In which:
t = statistical test for
distribution
bj = Sample slope
βj= Population’s slope
Sbj = standard error of the slope
The T-test can be described explicitly as following:
Ha1:β1 ≠ 0 (There is a partially significant relationship of Tangibles
towardCustomer Satisfaction).
H01:β1 = 0 (There is no partially significant relationship of Tangibles
towardCustomer Satisfaction).
Ha2:β2 ≠ 0 (There is a partially significant relationship of Reliability toward
Customer Satisfaction).
H02:β2 = 0 (There is no partially significant relationship of Reliability toward
Customer Satisfaction).
Ha3:β3 ≠ 0(There is a partially significant relationship of Responsiveness toward
Customer Satisfaction).
H03:β3 = 0 (There is no partially significant relationship of Responsiveness toward
Customer Satisfaction).
Ha4:β4 ≠ 0 (There is a partially significant relationship of Assurance toward
Customer Satisfaction)
H04:β4 =0 (There is no partially significant relationship of Assurance toward
Customer Satisfaction)
Ha5:β5 ≠ 0 (There is a partially significant relationship of Empathy toward
Customer Satisfaction)
32
H05:β5 =0 (There is no partially significant relationship of Empathy toward
Customer Satisfaction)
F-Test
F-test defined as the statistical test where the F-distribution is under the null
hypothesis. Mostly used for comparing the statistical models fitted to the
dataset, used to identify it model which fits the best of the population especially
from where the data sampled taken. F-tests mostly appear when the models
alreadymatched to the data by using a least squares.
For the hypothesis testing the confidence interval using two tailed is 95% and
the 5% the significance level (α = 0.05) used by the researcher outside of the
confidence level will leads to rejection of null hypothesis. The 5% of the
significance level applied because the research is within of the social science
topics, according to Krehbiel, 2006 the 5% significance is customable .In term
of testing the value of α, F – test is need to be conducted. By the chances, the
significance level of the F – Test is low in which the significance level α used is
0.05, the theory of Lind, Marchal&Wathen, 2010 stated that H0 is rejected and
defined there is a linear relationship. F- test and significance of the F –value, for
this specific test, if the F – value is significant, It described that the significant
difference between the groups of this variables has been found.
( Lind, Marchal&Wathen, Statistic Techniques in Business and Economics, 2010 )
In which:
F = statistical test for F distribution
R2 = determination coefficient
k = Independent variables number in the
mode
n = sample number
H0: β1 = β2 = β3= β4 = 0, if significant F > 0.05, accept H0
33
Ha: at least there is one β ≠ 0, if significant F < 0.05, reject H0
Correlation of Determination Analysis ( R2 )
The Coefficient Correlation (R) analysis specifically used to found out the
whole correlation between two or more independent variable toward dependent
variable. It depends on the value, if the value of R is 0 – 1, means if the
result is choose to 1, then the correlation between independent variables and
dependent variable are stronger. Identification of determinant (R2) can be used
to find out the percentage of the influence of independent variables to
dependent variable in this multiple regression model. Identification of
determinant (R2) function is to determine significant variable, it is necessary to
find the coefficient of determinant (R2). Coefficient determinant indicates the
contribution from independent variables (X) to the dependent variable (Y).
34
CHAPTER IV
RESULT & DISCUSSION
4.1. Company Profile
Basic Principleof AirAsia : “The founding principle of AirAsia is to be aware at
all times that we are engaged in a business where the responsibility of peoples’
lives is in our hands. We safeguard that responsibility through the safety and
quality of our operations. We operate with the highest level of integrity, striving
to exceed industry standards in a proactive manner while doing so with respect to
others and the environment.”
Vision
To be the largest low cost airline in Asia and serving the 3 billion people who are
currently underserved with poor connectivity and high fares.
Mission
1. To be the best company to work for whereby employees are treated as part
of a big family
2. Create a globally recognized ASEAN brand
3. To attain the lowest cost so that everyone can fly with AirAsia
4. Maintain the highest quality product, embracing technology to reduce cost
and enhance service levels
History of AirAsia
AirAsia established in 1993 and began the operations on November 18th 1996.
AirAsia founded by a governmentowned conglomerate which is DRB Hicom. On
2 December 2001, Airasia was purchased by Tony Fernandes, at the time it has
heavy indebted.
In 2016, AirAsia improved route network by making destinations to be
commectedthrought the previous region and continuously expanding into
35
Vietnam, Indonesia, Southern China and also India. While, Thai AirAsiawith
Indonesia AirAsia, have plan to focus on develope its hub located in Jakarta and
Bangkok. Byhigher frequency and expansion of new routes, AirAsia able to
increase the volume of passenger to be 13.9 million in 2007. (airasia.com)
Indonesia AirAsia
Indonesia AirAsia operates both domestic and international, Indonesia Airasia is
an Indonesian carrier associate of the Malaysian low cost airline AirAsia.
AirAsia’s main base is located on Soekarno Hatta International Airport,
Jakarta. Until July 2010, Indonesia Air Asia along with a lot of Indonesian
airlineshas banned from the flight to EU for the safety concerns.In the 1999, The
airline named as Awair by Abdurrahman Wahid,He had 40% stake of the airline
which released right after presidential election of Indonesia in October 1999.On
the 1 December 2005,Awair changed the name to be Indonesia AirAsia similar
with the other AirAsia airlines in specific of the region. AirAsia Berhad has 49%
share along with Fersindo Nusaperkasa owning 51%. Because the law in
Indonesia is not allowed the majority of foreign ownership on to the operation of
the domestic civil aviation.(Flightglobal.com)
36
4.2. Validity Test
The validity test is presented as follows:
Table 4.2: The Result of Validity Test
Corrected Item
Total
Correlation
Validity Table Result
TANGIBLES (X1)
Q1 0.711 0.197 VALID
Q2 0.753 0.197 VALID
Q3 0.766 0.197 VALID
Q4 0.744 0.197 VALID
RELIABILITY (X2)
Q5 0.831 0.197 VALID
Q6 0.779 0.197 VALID
Q7 0.741 0.197 VALID
Q8 0.749 0.197 VALID
Q9 0.740 0.197 VALID
RESPONSIVENESS (X3)
Q10 0.745 0.197 VALID
Q11 0.788 0.197 VALID
Q12 0.796 0.197 VALID
Q13 0.766 0.197 VALID
Q14 0.765 0.197 VALID
ASSURANCE (X4)
Q15 0.848 0.197 VALID
Q16 0.808 0.197 VALID
Q17 0.866 0197 VALID
37
EMPATHY (X5)
Q18 0.803 0.197 VALID
Q19 0.701 0.197 VALID
Q20 0.781 0.197 VALID
Q21 0.800 0.197 VALID
CUSTOMER SATISFACTION
(Y)
Q22 0.811 0.197 VALID
Q23 0.849 0.197 VALID
Q24 0.776 0.197 VALID
Q25 0.868 0.197 VALID
All the questions from service quality variables ( tangibles, reliability
responsiveness, assurances and empathy ) are consider as valid in validity test that
has been conducted by the researcher with 2 tailed testing α=0.05, the critical
value of r is 0.197.
38
4.3. Reliability Test
SPSS 16.0 is used to check the research reliability test Cooper & Schindler in
2006 stated that, “if the reliability is consider not good if it is less than 0,6 and 0.7
is considered as acceptable while if the reliability cronbach alpha is 0.8 or more
above that , it is considered as good”. Reliability test resulted the cronbach alpha
ofevery variable in the research which shown as follow:
Table 4.3: The Result of Reliability Test
Variable Questions Cronbach’s
Alpha
Cronbach’s
Alpha
Standard
Remark
X1 4 0.796 0.6 Reliable
X2 5 0.798 0.6 Reliable
X3 5 0.799 0.6 Reliable
X4 3 0.842 0.6 Reliable
X5 5 0.806 0.6 Reliable
Y 4 0.823 0.6 Reliable
39
4.4 Descriptive Analysis
Figure 4.4.1. Descriptive Analysis (Gender)
The figure above shows that the respondent of this research is consist of 53%
male and 47% female. The majority of respondents is male. The data shows there
are a little bit differences between male and female passengers numbers especially
those who are using AirAsia Indonesia
53%
47%
Gender
Male
Female
40
Figure 4.4.2. Descriptive Analysis (Age)
The chart above shows that the majority of respondents are between 15-20 years
old (34%) which means 34 people. Following by the age between 21-25 years old
(31%) or 31 people. Means that by the research that researcher conduct AirAsia
traveler who are living in Cikarang mostly about 15 -20 years who consider as a
teenagers.
34%
31%
22%
13%
Age
15-20
21-25
25-30
30-35
41
Figure 4.4.3. Descriptive Analysis (Occupation)
Based on the graph above, it is stated that the majority of respondents is private
employees (37%) or equal to 37 persons. Following by the businessman/
entrepreneur with 21% or equal to 21 persons. For students and government
employees has exactly the same number of respondents (17%) or 17 persons. The
others occupation can not be shown on the explanation. Means that, the AirAsia
passengers that ever travelled with AirAsia especially who live in Cikarang is a
private employees. Researcher get the data from the respondents profile of this
research.
17%
38% 17%
21%
8%
Occupation
Students
Private employees
Government employees
Businessman
Others
42
figure 4.4.4. Descriptive Analysis (Purpose)
The majority of respondents stated that the purpose of travelling with Airasia
Indonesia are holiday (47%) or equal to 47 persons. Following by visiting family
and friends as their purpose (27%) or equal to 27 persons. By the respondent
profile data that filled by the respondents. Research can able to conclude that
mostly people using AirAsia for Holiday purpose.
figure 4.4.5. Descriptive Analysis (Types of Flight)
11%
47% 15%
27%
Purpose
Business
Holiday
Education
Visiting family and friends
41%
25%
34%
Types of Flight
Domestic
International
Both domestic &International
43
Majority of Airasia passenger are choosing domestic types of flight (40%) or
equal to 40 persons. Following by both international and domestic flight which is
34 % or equal to 34 persons. The minority are those who used international type
(25%) or equal to 25 persons. Based on the respondents profile, the majority of
AirAsia passenger is choosing the domestic flight as the types that they ever used.
It is indicated that there is a very great potential of domestic airlines of AirAsia
Indonesia beside the International types.
figure 4.4.6. Descriptive Analysis (Frequency)
The majority of respondents stated that they already travelled with airasia 2 times
in the last 5 years (30%) or equal to 30 persons. Slightly different with those who
only use it once in last 5 years(29%) or equal to 29 persons. The lowest are those
who use airasia 5 times on the last 5 years which is 5 % of respondents or equal to
only 5 persons among 100. Based on the research, most of people using airasia 2
times in the last 5 years. It could be better if the frequency of individual travelled
using AirAsia can be increased.
29%
30%
12%
10%
5% 14%
Frequency
1 time
2 times
3 times
4 times
5 times
>5 times
44
4.5.Multiple Linear Regression Model Table 4.5. Multiple linear regression model
Coefficientsa
Model
Unstandardized
Coefficients
Standardized
Coefficients
t Sig. B Std. Error Beta
1 (Constant) .059 1.260 .047 .963
Tangibles .288 .099 .262 2.905 .005
Reliability .136 .100 .157 1.360 .177
Responsiveness .329 .101 .358 3.272 .001
Assurance -.029 .161 -.021 -.181 .857
Empathy .181 .119 .157 1.523 .131
a. Dependent Variable: Satisfication
Multiple linear regression model concept used to construct the basic equation
which already been mentioned in previous chapter,it used to examine the
influence of six variables: Five independent variables and one dependent variable:
Y = β0 +β1X1+ β2X2 + β3X3+ β4X4 +β5X5 +e The data from theregression analysis calculation previously shown on the table,
resulted :
Y = 0.059 + 0.288 X1+ 0.136X2 + 0.329X3 +-0.029X4 +0.181X5+e
Where:
Y = Customer Satisfaction
X1 = Tangibles
X2 = Reliability
X3 = Responsiveness
X4 = Assurance
X5 = Empathy
interpretation of there regression above are:
45
For constant, If all the independent variables value are equal to 0 then, the beta
value would be 0,059. The coefficient value of X1 (tangibles) is 0,288. Means
that every 1 unit increase of tangibles then there is increase in Y (customer
satisfaction) by 0,288 with the assumption that variable exclude from the
regression model is constant. The coefficient value of X2 (reliability) is 0,136.
Means that every 1 unit increase of reliability then there is increase in Y
(customer satisfaction) by 0,136 with the assumption that variable exclude from
the regression model is constant. The coefficient value of X3 (responsiveness) is
0,329. Means that every 1 unit increase of responsiveness then there is increase in
Y (customer satisfaction) by 0,329 with the assumption that variable exclude
from the regression model is constant.
Coefficient value of X4 (assurances) is 0,029 in negative value. This indicate that
the assurance have opposite relationship with Y ( customer satisfaction). Which
means every 1 unit increase of assurances then there is decrease in Y (customer
satisfaction) by 0,029. with the assumption that variable exclude from the
regression model is constant. The coefficient value of X5 (empathy) is 0,181.
Means that every 1 unit increase of empathy then there is increase in Y (customer
satisfaction) by 0,181 with the assumption that variable exclude from the
regression model is constant.
46
4.6.Normality Test
Normality test will determine if data is distributed. In which the data
distribution to be normal or abnormalwhich depend on it situation. In
consequent, histogram is used as the determinants for normal or abnormal data,as
already mentioned in chapter 3.
Figure 4.6 Histogram of Regression Standardized Residual
Figure 4.6 shown that the curve was formed in the proper bell of the shape in the
center, either it is skewed to the left position or to the right position. It can be
described that the data have variation to make it normally distributed and used
to approximately various different probability of the distribution and alsoable to
arrange the continues research.
47
4.7. Multicollinearity Test
Table 4.7.Multicollinearity Statistics Test.
From Table 4.7 above, every of the independent variable shows the variance
inflation factor or knowing as VIF values are obligated to be greater than 0.1 but
should be less than 10 according to Lind,Marchal&Wathen, 2010. From the table,
researcher able to found out that the tangible (2.029), reliability (3.314),
responsiveness (2.980), assurances (3.512) and empathy (2.644) Beside that, the
researcher able to conclude the datahas not facing the Multicollinearity. If the data
considered of not facing multicollinearity, the researcher able to use the multiple
regression model to analyze and examine.
Model
Unstandardized
Coefficients
Standardize
d
Coefficients
t Sig.
Collinearity
Statistics
B Std. Error Beta
Toleranc
e VIF
1 (Constant) .059 1.260 .047 .963
Tangibles .288 .099 .262 2.905 .005 .493 2.029
Reliability .136 .100 .157 1.360 .177 .302 3.314
Responsivene
ss .329 .101 .358 3.272 .001 .336 2.980
Assurance -.029 .161 -.021 -.181 .857 .285 3.512
Empathy .181 .119 .157 1.523 .131 .378 2.644
a. Dependent Variable:
Satisfication
48
4.8. Heteroscedasticty Test
Figure 4.8 Scatter Plot of Heroscedasticty Test.
From the Figure 4.8 above, the plot’s pattern is randomly spreading without any
systematical pattern between those variable, resulted that there is no
heteroscedasticty. In accordingly, null hypothesis that Has been started conclude
that there is no heteroscedasticty accepted.
4.9.Hypothesis Testing Result. This research used analysis of multiple linear regression since this model has two
(2) variables. F Test and T Test is being used to do the hypothesis testing. Partial
T Test will be specifically used to examine the effect of independent variable
individually toward dependent variable. The F-Test will be specifically used to
test the influence of allof the independent variables to the dependent variable.Each
49
of independent variable simultaneously significant when the value is basically less
than 0.05.
4.10.T-Test The T-Test specifically used for independent variable to be partially has influence
significant toward dependent variable. By calculating the T and T table the T test
can be conducted manually. The T test able to conduct using the SPSS Software,
the indicator of the T-Test is basically from the significant (sig) value of
independent variables include as Tangibles, Reliability, Responsiveness,
Assurance, and Empathy.
Below shows the output of T-Test:
T-Test
Table 4.10 T-Test result
A. Tangibles
One of the independent variable Reliability (X1) has a significant (sig) value of
0.005 which is less comparing to p-value of 0.05. However, it means service has
Coefficientsa
Model
Unstandardized Coefficients
Standardized
Coefficients
t Sig. B Std. Error Beta
1 (Constant) .059 1.260 .047 .963
Tangibles .288 .099 .262 2.905 .005
Reliability .136 .100 .157 1.360 .177
Responsiveness .329 .101 .358 3.272 .001
Assurance -.029 .161 -.021 -.181 .857
Empathy .181 .119 .157 1.523 .131
a. Dependent Variable: Satisfication
50
significant influence toward dependent variable which is Customer Satisfaction.
So the hypothesis (H01) is rejected and hypothesis (Ha1) is accepted.
B, Reliability
Reliability (X2) has not significant (sig) value of 0.177 which is more than p-
value of 0.05. It describe that reliability has no significant influence toward
dependent variable which is Customer Satisfaction. So the hypothesis (Ho2) is
accepted.
C. Responsiveness
Responsiveness (X3) has significant (sig) value of 0.01 which is less comparing to
the p-value of 0.05. however It means that the responsiveness has influence
toward dependent variable which is the Customer Satisfaction.So, the hypothesis
(Ho3) is rejected and the hypothesis (Ha3) is accepted.
D, Assurance
Assurance (X4) has not significant (sig) value of 0.857 which is larger more than
p-value of 0.05. It means assurance has no significant influence toward dependent
variable which is Customer Satisfaction. So the hypothesis (Ho4) is accepted. and
(Ha4) is rejected.
E. Empathy
The fifth independent variable Empathy (X5) has not significant (sig) value of
0.131 which is larger more than p-value of 0.05 It means empathy has no
significant influence toward dependent variable which is Customer Satisfaction.
So the hypothesis (Ho5) is accepted and (Ha5) is rejected.
51
4.11.F-Test F-Test is used by the researcher because researcherpurpose to find that all
independent variables have collectively influence toward the dependent variables.
So that researcher able to get result, this research use SPSS 16.0, and have result
as below
Table 4.11. ANOVA F-Test Result
The hypothesis given:
Null hypothesis of H0: β = 0 when, There is no influence that is significant of
Tangibles, Reliability, Responsiveness, Assurance and Empathy toward Customer
Satisfaction. Alternative hypothesis (Ha) : At least there is one βi≠ 0. There is a
significant influence of at least one of the independent variable on Service Quality
of Airasia toward Customer Satisfaction.
From ANOVA result from table 4.10, it stated that F is calculated
approximately31.079 with thesignificant level if 0.000 since the probability
number is 0.000 < 0.05. It is means that Tangibles, Reliability, Responsiveness,
Assurance, and Empathy simultaneously have influence on the Customer
Satisfaction.
ANOVAb
Model Sum of Squares df Mean Square F Sig.
1 Regression 547.888 5 109.578 31.079 .000a
Residual 331.422 94 3.526
Total 879.310 99
a. Predictors: (Constant), Empathy, Tangibles, Responsiveness, Reliability, Assurance
b. Dependent Variable: Satisfication
52
4.12.Coefficient Determinants (R²) Coefficient determinant also called as the score of adjust R square. The output for
(R²)between dependent variable which is the customer satisfaction withthe
independent variables include the tangibles, reliability, responsiveness, assurance
and empathy, the result shown as below
Coefficient Determinants (R²)
Table 4.12.Coefficient Determinants (R²)
Model Summary
Model R R Square
Adjusted R
Square
Std. Error of the
Estimate
1 .789a .623 .603 1.878
a. Predictors: (Constant), Empathy, Tangibles, Responsiveness,
Reliability, Assurance
Based on the Table 4.12, adjusted R2 appear to be 0.603 or 60.3%.it described
that there is 60.3% independent variables (Tangibles, Responsiveness, reliability
,Assurance, and Empathy) affect dependent variable or Customer Satisfaction.
Means that, 60,3% of the customer satisfaction become the dependent variable
with the independent variables which include Tangibles, Reliability,
Responsiveness, Assurance and Empathy whereas the other 39,7% is explained by
another factors which are excluded from the model.
4.13.Interpretation of the results Different kind of results from each of the variable are explained as follow:
Tangibles toward Customer Satisfaction of Airasia Indonesia
Based on the result of test show that have been done, the probability value of
Tangibles variable is 0.005 which is less than 0.05 has indicated there is
significant correlation between Tangibles and Customer satisfaction. In
comparison of previous research, Wiwik retnaningsih (2013) have the significant
value exactly the same with this research which is 0.005. Researcher can
conclude that tangibles have partial significant influence toward customer
53
satisfaction of AirAsia Indonesia. The tangibles such as the cleanliness of
aircraft, the comfortable seats the quality of foods need to be maintained and to be
concerned about because the customer satisfaction is very important in the
existences and continuity of passengers loyalty and satisfaction.
Reliability toward Customer Satisfaction of Airasia Indonesia
Based on the result of test show that have been done, the probability value of
Reliability variable of 0.177is more than 0.05 so it turns out the hypothesis have
no significant influence of Customer Satisfaction. While compared with Wiwik
Retnaningsih (2013) research, the probability of reliability variable is 0,006 which
means there is a significant influence of reliability toward customer satisfaction.
The 0.177 result indicated that, there are no partial significant influence of the
reliability toward the customer satisfaction of AirAsia Indonesia. There are few
dimensions of reliability variables that need to be improved, the convenient flight
schedule, on time performance and the safety standard of the airlines itself.
Responsiveness toward Customer Satisfaction of Airasia Indonesia
Based on the result of test show that have been done, the probability value of
Responsiveness variable is 0.01 it is less than 0.05 , the result of Wiwik
Retnaningsih (2013) is 0.02 which is it turns out the hypothesis had significant
influence of Customer Satisfaction. This indicated that responsiveness variables
has partial influences toward customer satisfaction of AirAsia Indonesia. Even the
result of the research in responsiveness variable is good. There is several thing
that need to be improved and maintained. AirAsia employees should be very fast
response in what passengers need especially in several condition such as delay
flight and check in process.
Assurance toward Customer Satisfaction of Airasia Indonesia
Based on the result of test show that have been done, the probability value of
Assurance variable is of 0.857 which is greater more than 0.05 so it turns out the
hypothesis had no significant influence of Customer Satisfaction. The result done
by Wiwik Retnaningsih (2013) have probability value of assurance 0.106.
54
indicated that there is no significant influence of assurance toward the customer
satisfaction. This indicated that in Assurances variables has no partial significant
influences toward customer satisfaction of AirAsia Indonesia. Eventhough the
accident of AirAsia can not be forgotten by most of people. It is very important to
maintain the good image of airline industry itself in order to be more competitive
than another airlines industry.
Empathy toward Customer Satisfaction of Airasia Indonesia
Based on the result of test show that have been done, the probability value of
Empathy variable is 0.131 which is greater more than 0.05 so it turns out the
hypothesis had no significant influence of Customer Satisfaction. The result is
different with the previous research done by Wiwik Retnaningsih (2013) which
resulted probability value of 0.000 which means there is significant influence of
empathy towar customer satisfaction. The result of this research indicated that in
empathy has no partial influence toward customer satisfaction of AirAsia
Indonesia. Employees should be able to give specific attention to those passenger
who has specific needs and those who need special treatments.
Tangibles, Reliability, Responsiveness, Assurance, and Empathy towards
Customer Satisfaction of Airasia Indonesia
From the result of T-Test on table 1 as Tangibles , Responsiveness variables have
partial significant influence with Customer Satisfaction. And Reliability,
Assurance, Empathy variables have no partial significant influence with Customer
Satisfaction. However, all the independent variables (Tangible,
reliability,responsiveness,assurances,empathy) has simultaneously significant
influences with the dependent variable . customer satisfactionadjusted R2 is 0.603
or 60.3%. This mean, there is 60.3% independent variables (Tangibles,
Reliability, Responsiveness, Assurance, and Empathy) affect dependent variable
(Customer Satisfaction).
55
CHAPTER V
CONCLUSION & RECOMMENDATION
5.1. Conclusion
1. Tangible has partial significant influence toward customer satisfaction of
Airasia Indonesia.
2. Reliability has no partial significant influence toward customer satisfaction of
Airasia Indonesia.
3. Responsiveness has partial significant influence toward customer satisfaction of
Airasia Indonesia.
4. Assurance has no partial significant influence toward customer satisfaction of
Airasia Indonesia
5. Empathy has no partial significant influence toward customer satisfaction of
Airasia Indonesia
6. All Tangible, reliability, responsiveness, assurance, empathy has
simultaneously significant influence toward customer satisfaction.
5.2. Recommendation
Based on the findings on previous sections, there are some recommendation and
suggestion that hopefully will bring benefit for Airasia Indonesia and more value
for the customers. The researcher would like to contribute some recommendation
on service quality toward customer satisfaction of Airasia Indonesia from the
research that has collected from respondents in Cikarang area.
For Airasia Indonesia
According to the finding and results of this research, there are 3 independent
variables of service quality that has no partial significant influences toward
influences are reliability, assurances and empathy. Therefore, to maintain the
56
competitive advantage for Airasia passengers, it is important to be more concern
on those independent variables. It is important to make more convenient daily
flight schedule both domestic and international to attract passenger while
choosing AirAsia airlines. We know that AirAsia has become the lowest fare
airline in the world and its very important to maintain the good reputation as an
airlines company. Researcher suggest that AirAsia will keep the promotion of
cheap flight regularly updated on the AirAsia website. It could be better if there is
some tour package with AirAsia and competitive yet affordable for people. The
independent variables of service quality that has partial significant influences are
tangibles and responsiveness, both variables should be improved especially for
improvement of comfortable seats and aircraft, it is important to be concern on the
cleanliness of aircraft to make passengers of AirAsia feel comfortable during the
flight. for responsiveness variable, researcher suggest to make more efficient
check in and baggage service for the passengers to make the easiness and more
time saving for the passenger, it can be through self machine check in provided in
airports which accommodated for AirAsia passengers.
For Future Research
In this research, the researcher found out that the service quality as the
independent variable (tangible, reliability, responsiveness, assurance, empathy)
has simultaneously significant influence toward dependent variable (customer
satisfaction). Researcher hope that in the further study, there will be more specific
and more variable which will be affected the independent variable in Airlines
industry.
References
Books and journal
Anderson, E. W., Forneel, C. & Lehmann, D. R. (1994). Customer Satisfaction, Market Share, and Profitability: Findings from Sweden. Journal of Marketing, vol.58 (July), pp. 53-66.
A. Parasuraman, V. A. Zeithaml, and L. L. Berry. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality, Journal of Retailing, vol. 64, pp. 12-40, Spring88.
Burns, Alvin; Burns, Ronald (2008). Basic Marketing Research (Second ed.). New Jersey: Pearson Education. p. 250. ISBN 978-0-13-205958-9.
Cronin, J. J. & Taylor, S. A. (1992). Measuring service quality: A re-examination and extension. Journal of Marketing, 56, pp. 55-68.
David M. Levine, David F. Stephan, Timothy C. Krehbiel& Mark L. Bereson.
(2004). Statistic for managers using Microsoft Excel, 6th Edition, McGraw- Hill, New York, NY.
F. Pakdil and Ö. Aydın (2007) Expectations and perceptions in airline services: An analysis using weighted SERVQUAL scores. Journal of Air Transport Management, vol. 13, pp. 229-237.
Gronroos, C. (2001). The Perceived Service Quality Concept – A Mistake?.
Gbadamosi, Gbolahan, De Jager& Johan. (2008) Managing Service Quality.Vol. 11, No. 3, pp. 150-152.
Herzberg, Frederick, Bernard Mausner, and Barbara B. Snyderman (1967). The Motivation to Work, second edition, Wiley, NY. H. S. Khraim, "Airline Image and Service Quality Effects on Traveling Customers’ Behavioral Intentions in Jordan. European Journal of Business and Management, vol. 5, pp. 20-33, 2013.
J. Hair, W. C. Black, B. J. Babin, R. E. Anderson, and R. Tatham, (2006) Multivariate Data Analysis. Pearson Education, New York, NY.
J. Namukasa, (2013) The influence of airline service quality on passenger satisfaction and loyalty The case of Uganda airline industry. TQM Journal, vol. 25, pp. 520-532.
J.-W. Park, R. Robertson, and C.-L. Wu. (2004). The effect of airline service quality on passengers’ behavioural intentions: a Korean case study. Journal of Air Transport Management, vol. 10, pp. 435-439.
K. M. Elliott and D. W. Roach (2004) Service quality in the airline industry: are carriers getting an unbiased evaluation from consumers?. Journal of Professional Services Marketing, vol. Vol. 9, pp. 71-82.
K. Kalaippiriya, Santhi Appannan and Barathy Doraisamy (2015). A Study on Service Quality on Customer Satisfaction in Low Cost Airline Industries. International Journal of Science,environment and technology, Vol.4, 1126- 1138
Lind, Marchalf &Wathen. (2010). Statistic Techniques in Business and Economics
Malik, Danish & Usman, A. (2010). The Impact of Service Quality on Students’ Satisfaction in Higher Education Institutes of Punjab. Journal of Management Research, 2 (2).
M. M. Bozorgi. (2007). Measuring Service Quality in the Airline Using SERVQUAL Model (Case of IAA), Master's thesis, pp. 1-119.
R. Archana and M. V. Subha,(2012). A study on service quality and passenger satisfaction on Indian Airlines. International Journal of Multidisciplinary Research, vol. 2, pp. 50-63.
Retnaningsih, wiwik, (2013) Effect on the Quality of Customer Satisfaction of Lion Air Airline in Surabaya City. International Journal of Business and Management Invention ISSN Volume 2
Uma Sekaran. (1992). Research Methods for Business Wahab, Zakaria , inda Sukati, lee hua li, (2015) measuring the Malindo Airline passenger’s Satisfaction” Asian Social Science Vol.11. No.18
Zeithaml, V. A. (2000). Service Quality, Profitability, and the Economic worth of Customers: What we know and what we need to learn. Journal of the Academy of Marketing Science, 28 (1), pp. 67-85.
Zeithaml, V. A., Berry, L. L., Parasuraman, A. (1988). Communication and Control Processes in the Delivery of Service Quality. Journal of Marketing, Vol. 52 (April), pp. 35-48.
Website
. (http://centreforaviation.com/profiles/countries/indonesia)
"Tony Fernandes". Bloomberg Businessweek. 11 July 2004. Retrieved 29 December2014.
Leong Hung Yee (27 December 2006). "AirAsia embarks on 2nd chapter". The Star. Kuala Lumpur.
AirAsia Group. "AirAsia's 2007 Annual Report" (PDF). AirAsia.
Directory: World Airlines". Flight International. 3 April 2007. p. 93.
"List of airlines banned within the EU". European Commission's "Transport" website. Retrieved 10 July 2010.
"The Naming Procedures of Indonesia's Islands", Tenth United Nations Conference on the Standardization of Geographical Names, New York, 31 July – 9 August 2012, United Nations Economic and Social Council
A Skill Building Approach, 2th Edition, John Wiley & Son, i9nc. New York, USA.
http://www.marketingresearch.org/issues-policies/glossary/pilot-test
http://www.statisticssolutions.com/multicollinearity/
www.indomovieland.com
Appendices
Measuring Service Quality of Airasia Indonesia (A Study Case of Airasia
Passenger in Cikarang)
Dear respondents, My name is Merry Susanti a last semester student majoring
International Business Management President University. It will be very helpful
for me if you are willing to spare your time to fill up this questionnaire. It will be
strictly used for academic purpose only, Thank you for your time.
Nama saya Merry Susanti, Mahasiswi semester akhir International Business di
President University. Penelitian ini akan sangat membantu bagi saya apabila
responden meluangkan waktu untuk mengisi kuesioner ini. Penelitian ini hanya
digunakan untuk kepentingan akademik. Terimakasih atas waktunya.
Part I : Respondent’s Profile
Instruction: Please answer all the following questions by check list (√) on one
option below
Starting question (selected questions)
Have you flight with AIRASIA?
YES (If yes, you can continue to the questionnaire)
NO
Are you live in Cikarang ?
YES (If yes, you can continue to the questionnaire)
NO
1. Gender : Male Female
2. Age : 15-20
21-25
25-30
30-35
3. Occupation : Students
Private Employees
Government Employees
Businessman
Others
4. Purpose : Business
Holiday
Education
Others
5. What type of flight you had with Airasia?
Domestic flight
International flight
Both domestic & International flight
6. frequency of travel with Airasia
One time
Two times
Three times
Four times
More than four times
Part II
Instruction: The following questions would like to see the respondent’s
perception about Service quality of Airasia Indonesia . Please answer all the
following questions by check list (√) the answers on the 5-point scale ranging
from 1 (Strongly Disagree) to 5 (Strongly Agree
1= Strongly Disagree (sangat tidak setuju)
2= Disagree (tidak setuju)
3= Neutral (netral)
4= Agree ( setuju)
5= Strongly Agree (sangat setuju)
No Statement (pernyataan) 1 2 3 4 5
Tangibles
1 Airasia aircraft has clean and comfortable seats
(maskapai airasia memiliki kursi yang bersih dan
nyaman)
2 Airasia provides high quality yet delicious food and
beverage
(Airasia menyediakan makanan dan minuman berkualitas
dan tinggi)
3 Airasia has clean toilet
(Airasia memiliki toilet yang bersih)
4 Airasia have in flight entertainment services( newspaper
and magazines)
(Airasia memiliki layanan hiburan koran dan majalah)
Reliability
5 I feel that Airasia has convenient flight daily schedule of
domestic and international flight
(saya merasa airasia memiliki jadwal penerbangan
harian yang tepat baik penerbangan domestic maupun
internasional)
6 Airasia has on time performance of flights
(Jadwal penerbangan Airasia tepat waktu)
7 I feel that Airasia concern about the safety of the
passengers by giving appropriate safety procedure
(saya merasa airasia fokus terhadap keselamatan
penumpang dengan memberikan prosedur keselamatan
yang sesuai)
8 Airasia have comfortable and well maintained interior
(airasia memiliki interior nyaman dan terawat)
9 The website of Airasia is updated regularly
(website airasia selalu terupdate)
No Statement 1 2 3 4 5
Responsiveness
10 I feel that Airasia able to minimize delayed flight well to
its passengers
( saya merasa Airasia dapat meminimalkan penerbangan
delay terhadap penumpang)
11 Airasia provide efficient check in/ baggage handling
services
( airasia menyediakan pelayanan check in dan
pengambilan bagasi dengan efisien)
12 I feel that Employees of Airasia willing to help
passengers during check in until passengers on board
(saya merasa karyawan Airasia mau membantu
penumpang selama check in sampai ke pesawat)
13 Airasia’s employees able to handle requests and solve
complaints from passengers well and fastly
(karyawan airasia dapat menerima permintaan dan
menyelesaikan complain dari penumpang dengan baik
dan cepat
14 Airasia provide easiness of reservation services
(Airasia member kemudahan dalam layanan reservasi)
Assurances
15 Airasia has good image of airline company in Indonesia
compared to other airlines company.
( airasia memiliki reputasi baik sebagai perusahaan
penerbangan di Indonesia disbanding perusahaan
penerbangan lainnya)
16 The employee of Airasia have knowledge about airlines
procedure and the safety standard
(karyawan Airasia memiliki pengetahuan tentang
prosedur penerbangan dan standar keselamatan)
17 The employee of Airasia are expertise in language skills
( karyawan airasia memiliki kemampuan berbahasa yang
baik)
Empathy
18 Employees of Airasia have appropriate behavior to
delayed passenger by giving pleasant treatment
( karyawan Airasia memiliki tindakan tepat untuk
customer di penerbangan delay dengan memberikan
pelayanan yang menyenangkan)
19 Employees of Airasia have individual attention to
passenger
( karyawan airasia memiliki perhatian personal terhadap
penumpang)
20 I feel that Airasia understand he specific needs of
passenger especially for disabled, older, maternity and
baby
(saya merasa Airasia mengetahui kebutuhan khusus
penumpang terutama, penyandang cacat, lansia, ibu
hamil maupun bayi)
21 Airasia employees are polite and well mannered toward
passengers (karyawan Airasia sopan dan berkelakuan
baik terhadap penumpang)
customer satisfaction
22 Decision to use Airasia is wise one (keputusan
menggunakan Airasia adalah bijak)
23 choosing Airasia airline for travelling is right (memilih
Airasia untuk bepergian adalah tepat
24 service of Airasia airlined are worth what I pay for (
pelayanan Airasia sebanding dengan harga)
25 As a passenger, I am satisfy with the service quality of
Airasia ( sebagai penumpang saya puas dengan kualitas
layanan Airasia)
Respondent profile
53%
47%
Gender
Male
Female
17%
38% 17%
21%
8%
Occupation
Students
Private employees
Government employees
Businessman
Others
11%
47% 15%
27%
Purpose
Business
Holiday
Education
Visiting family and friends
41%
25%
34%
Types of Flight
Domestic
International
Both domestic &International
29%
30%
12%
10%
5% 14%
Frequency
1 time
2 times
3 times
4 times
5 times
>5 times
Validity Correlations
Q1 Q2 Q3 Q4 X1
Q1 Pearson Correlation 1 .351** .404** .417** .711**
Sig. (2-tailed) .000 .000 .000 .000
N 100 100 100 100 100
Q2 Pearson Correlation .351** 1 .443** .366** .753**
Sig. (2-tailed) .000 .000 .000 .000
N 100 100 100 100 100
Q3 Pearson Correlation .404** .443** 1 .450** .766**
Sig. (2-tailed) .000 .000 .000 .000
N 100 100 100 100 100
Q4 Pearson Correlation .417** .366** .450** 1 .744**
Sig. (2-tailed) .000 .000 .000 .000
N 100 100 100 100 100
X1 Pearson Correlation .711** .753** .766** .744** 1
Sig. (2-tailed) .000 .000 .000 .000
N 100 100 100 100 100
**. Correlation is significant at the 0.01 level (2-tailed).
Correlations
Q5 Q6 Q7 Q8 Q9 X2
Q5 Pearson Correlation 1 .607** .441** .580** .557** .831**
Sig. (2-tailed) .000 .000 .000 .000 .000
N 100 100 100 100 100 100
Q6 Pearson Correlation .607** 1 .416** .506** .409** .779**
Sig. (2-tailed) .000 .000 .000 .000 .000
N 100 100 100 100 100 100
Q7 Pearson Correlation .441** .416** 1 .433** .579** .741**
Sig. (2-tailed) .000 .000 .000 .000 .000
N 100 100 100 100 100 100
Q8 Pearson Correlation .580** .506** .433** 1 .351** .749**
Sig. (2-tailed) .000 .000 .000 .000 .000
N 100 100 100 100 100 100
Q9 Pearson Correlation .557** .409** .579** .351** 1 .740**
Sig. (2-tailed) .000 .000 .000 .000 .000
N 100 100 100 100 100 100
X2 Pearson Correlation .831** .779** .741** .749** .740** 1
Sig. (2-tailed) .000 .000 .000 .000 .000
N 100 100 100 100 100 100
**. Correlation is significant at the 0.01 level (2-tailed).
Q10 Q11 Q12 Q13 Q14 X3
Q10 Pearson Correlation 1 .449** .549** .442** .425** .745**
Sig. (2-tailed) .000 .000 .000 .000 .000
N 100 100 100 100 100 100
Q11 Pearson Correlation .449** 1 .486** .556** .517** .788**
Sig. (2-tailed) .000 .000 .000 .000 .000
N 100 100 100 100 100 100
Q12 Pearson Correlation .549** .486** 1 .508** .584** .796**
Sig. (2-tailed) .000 .000 .000 .000 .000
N 100 100 100 100 100 100
Correlations
Q15 Q16 Q17 X4
Q15 Pearson Correlation 1 .485** .613** .848**
Sig. (2-tailed) .000 .000 .000
N 100 100 100 100
Q16 Pearson Correlation .485** 1 .586** .808**
Sig. (2-tailed) .000 .000 .000
N 100 100 100 100
Q17 Pearson Correlation .613** .586** 1 .866**
Sig. (2-tailed) .000 .000 .000
N 100 100 100 100
X4 Pearson Correlation .848** .808** .866** 1
Sig. (2-tailed) .000 .000 .000
N 100 100 100 100
**. Correlation is significant at the 0.01 level (2-tailed).
Q13 Pearson Correlation .442** .556** .508** 1 .437** .766**
Sig. (2-tailed) .000 .000 .000 .000 .000
N 100 100 100 100 100 100
Q14 Pearson Correlation .425** .517** .584** .437** 1 .765**
Sig. (2-tailed) .000 .000 .000 .000 .000
N 100 100 100 100 100 100
X3 Pearson Correlation .745** .788** .796** .766** .765** 1
Sig. (2-tailed) .000 .000 .000 .000 .000
N 100 100 100 100 100 100
**. Correlation is significant at the 0.01 level (2-tailed).
Correlations
Q18 Q19 Q20 Q21 X5
Q18 Pearson Correlation 1 .410** .504** .538** .803**
Sig. (2-tailed) .000 .000 .000 .000
N 100 100 100 100 100
Q19 Pearson Correlation .410** 1 .359** .422** .701**
Sig. (2-tailed) .000 .000 .000 .000
N 100 100 100 100 100
Q20 Pearson Correlation .504** .359** 1 .529** .781**
Sig. (2-tailed) .000 .000 .000 .000
N 100 100 100 100 100
Q21 Pearson Correlation .538** .422** .529** 1 .800**
Sig. (2-tailed) .000 .000 .000 .000
N 100 100 100 100 100
X5 Pearson Correlation .803** .701** .781** .800** 1
Sig. (2-tailed) .000 .000 .000 .000
N 100 100 100 100 100
Correlations
Q18 Q19 Q20 Q21 X5
Q18 Pearson Correlation 1 .410** .504** .538** .803**
Sig. (2-tailed) .000 .000 .000 .000
N 100 100 100 100 100
Q19 Pearson Correlation .410** 1 .359** .422** .701**
Sig. (2-tailed) .000 .000 .000 .000
N 100 100 100 100 100
Q20 Pearson Correlation .504** .359** 1 .529** .781**
Sig. (2-tailed) .000 .000 .000 .000
N 100 100 100 100 100
Q21 Pearson Correlation .538** .422** .529** 1 .800**
Sig. (2-tailed) .000 .000 .000 .000
N 100 100 100 100 100
X5 Pearson Correlation .803** .701** .781** .800** 1
Sig. (2-tailed) .000 .000 .000 .000
N 100 100 100 100 100
**. Correlation is significant at the 0.01 level (2-tailed).
Reliability RELIABILITY /VARIABLES=Q1 Q2 Q3 Q4 X1 /SCALE('ALL VARIABLES') ALL
/MODEL=ALPHA.
Reliability Statistics
Cronbach's
Alpha N of Items
.796 5
RELIABILITY /VARIABLES=Q5 Q6 Q7 Q8 Q9 X2 /SCALE('ALL VARIABLES') ALL
/MODEL=ALPHA.
Reliability Statistics
Cronbach's
Alpha N of Items
.798 6
RELIABILITY /VARIABLES=Q10 Q11 Q12 Q13 Q14 X3 /SCALE('ALL VARIABLES') ALL
/MODEL=ALPHA.
Reliability Statistics
Cronbach's
Alpha N of Items
.799 6
RELIABILITY /VARIABLES=Q15 Q16 Q17 X4
/SCALE('ALL VARIABLES') ALL
/MODEL=ALPHA.
Reliability Statistics
Cronbach's
Alpha N of Items
.842 4
RELIABILITY /VARIABLES=Q18 Q19 Q20 Q21 X5 /SCALE('ALL VARIABLES') ALL
/MODEL=ALPHA.
Reliability Statistics
Cronbach's
Alpha N of Items
.806 5
RELIABILITY /VARIABLES=Q22 Q23 Q24 Q25 Y /SCALE('ALL VARIABLES') ALL
/MODEL=ALPHA.
Reliability Statistics
Cronbach's
Alpha N of Items
.823 5
Multiple regression
Normal P-P plot of regression Standard Residual (Source: SPSS 16.0 results)
Histogram of Regression Standardized Residual (Source: SPSS 16.0 results)
Multicollinearity Statistics Test.
(Source: SPSS 16.0) Coefficientsa
Model
Unstandardized Coefficients
Standardized Coefficients
t Sig.
Collinearity Statistics
B Std. Error Beta Tolerance VIF
1 (Constant) .059 1.260 .047 .963 Tangibles .288 .099 .262 2.905 .005 .493 2.029
Reliability .136 .100 .157 1.360 .177 .302 3.314
Responsiveness .329 .101 .358 3.272 .001 .336 2.980
Assurance -.029 .161 -.021 -.181 .857 .285 3.512
Empathy .181 .119 .157 1.523 .131 .378 2.644 a. Dependent Variable: Satisfication
Multiple Linear Regression Model Coefficientsa
Model
Unstandardized Coefficients Standardized Coefficients
t Sig. B Std. Error Beta
1 (Constant) .059 1.260 .047 .963
Tangibles .288 .099 .262 2.905 .005
Reliability .136 .100 .157 1.360 .177
Responsiveness .329 .101 .358 3.272 .001
Assurance -.029 .161 -.021 -.181 .857
Empathy .181 .119 .157 1.523 .131 a. Dependent Variable: Satisfication
ANOVA F-Test
Source: SPSS 16.0 Result.
T-Test (Source SPSS 23.0 Result) Coefficientsa
Model
Unstandardized Coefficients Standardized Coefficients
t Sig. B Std. Error Beta
1 (Constant) .059 1.260 .047 .963
Tangibles .288 .099 .262 2.905 .005
Reliability .136 .100 .157 1.360 .177
Responsiveness .329 .101 .358 3.272 .001
Assurance -.029 .161 -.021 -.181 .857
Empathy .181 .119 .157 1.523 .131 a. Dependent Variable: Satisfication
ANOVAb
Model Sum of Squares df Mean Square F Sig.
1 Regression 547.888 5 109.578 31.079 .000a
Residual 331.422 94 3.526 Total 879.310 99
a. Predictors: (Constant), Empathy, Tangibles, Responsiveness, Reliability, Assurance b. Dependent Variable: Satisfication
Coefficient Determinants (R²)
(Source SPSS 16.0)
Model Summary
Model R R Square Adjusted R
Square Std. Error of the
Estimate
1 .789a .623 .603 1.878 a. Predictors: (Constant), Empathy, Tangibles, Responsiveness, Reliability, Assurance
Turnitin Originality Report analysis customer satisfaction of airasia passenger by merry susanti From checks (Std 2016)
· Processed on 12-Jan-2017 09:48 WIB · ID: 758383733 · Word Count: 7770
Similarity Index
18% Similarity by Source Internet Sources:
8% Publications:
3% Student Papers:
17%
sources: 1
3% match (student papers from 11-Jan-2017) Submitted to President University on 2017-01-11
2
1% match (student papers from 12-Jun-2015) Submitted to Universiti Teknologi MARA on 2015-06-12
3
1% match (student papers from 31-Dec-2016) Submitted to Higher Education Commission Pakistan on 2016-12-31
4
1% match (Internet from 24-May-2016) http://www.wow.com/wiki/Air_Asia
5
1% match (student papers from 23-Oct-2015) Submitted to Kolej Universiti Linton on 2015-10-23
6
1% match (student papers from 31-Dec-2013) Submitted to iGroup on 2013-12-31
7
1% match (student papers from 11-Jan-2017) Submitted to President University on 2017-01-11
8
1% match (student papers from 30-May-2014) Submitted to Universiti Malaysia Sarawak on 2014-05-30
9
1% match (student papers from 04-Aug-2014) Submitted to University of Wales central institutions on 2014-08-04
10
< 1% match (student papers from 04-Feb-2012) Submitted to Assumption University on 2012-02-04
11
< 1% match (Internet from 25-May-2016) http://uir.unisa.ac.za/bitstream/handle/10500/18201/thesis_pitsoane_em.pdf?isAllowed=y&sequence=1
12
< 1% match (Internet from 26-Nov-2015) http://www.ijset.net/journal/746.pdf
13
< 1% match (student papers from 10-Jan-2017) Submitted to President University on 2017-01-10
14
< 1% match (student papers from 28-Jan-2015) Submitted to President University on 2015-01-28
15
< 1% match (student papers from 19-Dec-2016) Submitted to President University on 2016-12-19
16
< 1% match (Internet from 28-Apr-2003) http://www.econ.upm.edu.my/report/mgm10b.html
17
< 1% match (publications)
Brännback, Malin, Alan L. Carsrud, and Niklas Kiviluoto. "Measuring Growth", SpringerBriefs in Business, 2014.
18
< 1% match (student papers from 10-Jan-2017) Submitted to President University on 2017-01-10
19
< 1% match (student papers from 15-Apr-2016) Submitted to University of East London on 2016-04-15
20
< 1% match (student papers from 16-Sep-2016) Submitted to University of Northampton on 2016-09-16
21
< 1% match (student papers from 23-Jul-2013) Submitted to Universitas Pendidikan Indonesia on 2013-07-23
22
< 1% match () http://personal.ecu.edu/whiteheadj/data/ols/
23
< 1% match (student papers from 08-Dec-2013) Submitted to Leeds Metropolitan University on 2013-12-08
24
< 1% match (student papers from 11-Mar-2013) Submitted to University of Northumbria at Newcastle on 2013-03-11
25
< 1% match (Internet from 17-Dec-2016) http://dspace.nwu.ac.za/bitstream/handle/10394/11193/Mokgoto_HL.pdf?isAllowed=y&sequence=1
26
< 1% match (student papers from 09-Jan-2017) Submitted to President University on 2017-01-09
27
< 1% match (student papers from 19-Dec-2016) Submitted to Universitas 17 Agustus 1945 Surabaya on 2016-12-19
28
< 1% match (student papers from 24-Apr-2011) Submitted to Universiti Teknologi Malaysia on 2011-04-24
29
< 1% match (student papers from 14-May-2013) Submitted to Segi University College on 2013-05-14
30
< 1% match (student papers from 23-Dec-2016) Submitted to President University on 2016-12-23
31
< 1% match (student papers from 01-Jan-2016) Submitted to Segi University College on 2016-01-01
32
< 1% match (student papers from 05-Dec-2014) Submitted to University of Glamorgan on 2014-12-05
33
< 1% match (student papers from 21-Oct-2015) Submitted to University of KwaZulu-Natal on 2015-10-21
34
< 1% match (student papers from 31-Mar-2010) Submitted to Universiti Malaysia Sarawak on 2010-03-31
35
< 1% match (student papers from 17-Apr-2015) Submitted to 65046 on 2015-04-17
36
< 1% match (student papers from 17-Mar-2015) Submitted to EDMC on 2015-03-17
37
< 1% match (student papers from 21-Jan-2013) Submitted to Multimedia University on 2013-01-21
38
< 1% match (student papers from 20-Dec-2016) Submitted to President University on 2016-12-20
39
< 1% match (student papers from 27-Nov-2016) Submitted to Segi University College on 2016-11-27
40
< 1% match (student papers from 11-Jan-2017) Submitted to President University on 2017-01-11
41
< 1% match (student papers from 09-Dec-2012) Submitted to Manchester Metropolitan University on 2012-12-09
42
< 1% match (Internet from 08-May-2009) http://www.sccgov.org/SCC/docs/Affordable%20Housing%20Office%20of%20(DEP)/attachments/8475212004_homeless_report.pdf
43
< 1% match (student papers from 02-Jan-2016) Submitted to Universiti Teknologi MARA on 2016-01-02
44
< 1% match (Internet from 06-Aug-2014) http://theseus.fi/bitstream/handle/10024/75936/Helin_Sasi.pdf?sequence=1
45
< 1% match (Internet from 10-Jun-2016) http://ieeexplore.ieee.org/xpl/login.jsp?reload=true&tp=&arnumber=5234972&url=http%3A%2F%2Fi
46
< 1% match (publications) Leong, Lai-Ying, Teck-Soon Hew, Voon-Hsien Lee, and Keng-Boon Ooi. "An SEM–artificial-neural-network analysis of the relationships between SERVPERF, customer satisfaction and loyalty among low-cost and full-service airline", Expert Systems with Applications, 2015.
47
< 1% match (Internet from 24-May-2016) http://eprints.utar.edu.my/1387/1/BF-2014-1103382.pdf
48
< 1% match (Internet from 02-Jan-2014) http://unione.unilife.edu.au/Books/BooksByAuthor.aspx?S=M
49
< 1% match (Internet from 30-Apr-2014) http://ichaimucu.wordpress.com/2013/06/24/effect-of-brand-image-and-price-on-purchase-decisions-lg-mobile-phone/
50
< 1% match (publications) Misbach, Irwan; Surachman; Hadiwidjojo, Djumilah and Armanu. "Islamic Bank Service Quality and Trust: Study on Islamic Bank in Makassar Indonesia", International Journal of Business & Management, 2013.
51
< 1% match (Internet from 14-Oct-2016) http://www.airasia.com/ph/en/about-us/airasia-mission-vision-values.page
Recommended