Abstract :
In order to achieve their mission, airline enterprises and companies in
Indonesia are constantly advancing their quality using various methods. The
recent survey estimated that 89% of the companies are relying on customer
service as one of their most prominent competition approaches (Streahle, Roth &
Herr, 2015). Thus, customer satisfaction is important to be considered by the
airline company as a flight service provider. Providing a satisfying service can
result in the customer to utilize again their service for their next flight experience.
Succeeding in the increasing number of passengers at Adisutjipto Yogyakarta
International Airport, each airline company also should improve its service
quality due to the tight competition in the business. Based on that fact, Indonesian
airline companies are trying to develop their quality using various methods to
achieve their goals.
To determine the customer satisfaction rate of Garuda Indonesia Airlines
Company, Validity Test and Reliability Test were done using SPSS 16 Software
toward the questionnaire to verify the validity of the questionnaire. Subsequently,
the measurement using the Customer Satisfactory Index was done to obtain a
satisfactory percentage of a questionnaire.
Analysis in this study showed that there are more than 17 items with
scores of more than 0.60 in the Squared Multiple Correlation. Thus, based on the
decision making principle in the validity test, it can be concluded that all of the 17
items in the questionnaire for Validity and Reliability ?Satisfactory Rate
Measurement of Garuda Indonesia Airline Passenger Using Customer
Satisfaction Index at Adisutjipto Yogyakarta International Airport? is valid and
reliable. This study results in passenger satisfactory rate of 75,34%. The number
was in the interval of 0.66-0.80 Guilford, 1956:145) which indicates the
satisfactory level as ?Satisfy?