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THE IMPACT OF CUSTOMER HANDLING ON SAFETY TOWARD THE CUSTOMER BEHAVIOR AND CUSTOMER SATISFACTION IN GARUDA INDONESIA AIRLINE
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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.
Yasmine Arifah Azizah Liling - Personal Name
Nuramwaalia - Personal Name
Edhie Budi Setiawan - Personal Name
Prima Widiyanto - Personal Name
Nuramwaalia - Personal Name
Edhie Budi Setiawan - Personal Name
Prima Widiyanto - Personal Name
2622-5778
NONE
electronic file
English
ITL Trisakti
2020
Jakarta
GROSTLOG 2020
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