Yasmine Arifah Azizah Liling Primary Author Nuramwaalia Primary Author Edhie Budi Setiawan Primary Author Prima Widiyanto Primary Author

Abstract. This research was conducted to acknowledge how the customer satisfaction has impact towards the airlines and how the airlines deals with customers in terms of service quality and safety, and the role of the customer in airline selection for the services provided by an airline. This study used the Probability Sampling technique with sampling method. It is because sampling of members of the population is done randomly without regard to strata that exist in that population. The analysis is a quantitative study with SEM-PLS. Garuda Indonesia is one of many airlines that are widely used for traveling because of its services on leisure and safety and how its staffs handle the customers. The results of this research show that there is a significantrelation between customer handling and safety because with good handling and safety procedure by the airline, customer will be satisfied by the service. To maintain customer’s satisfaction Garuda Indonesia needs to know about customers behavior from their needs and interest.