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Penanganan Keterlambatan Penerbangan Sebagai Upaya Peningkatan Kepuasan Pelanggan Pt. Citilink Indonesia Di Bandara Internasional Kualanamu

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Penanganan Keterlambatan Penerbangan Sebagai Upaya Peningkatan Kepuasan Pelanggan Pt. Citilink Indonesia Di Bandara Internasional Kualanamu PENANGANAN KETERLAMBATAN PENERBANGAN SEBAGAI UPAYA PENINGKATAN KEPUASAN PELANGGAN PT. CITILINK INDONESIA DI BANDARA INTERNASIONAL KUALANAMU KERTAS KARYA OLEH: REKALIA C. ZEBUA 142204047 PROGRAM STUDI D-III PERJALANAN WISATA FAKULTAS ILMU BUDAYA UNIVERSITAS SUMATERA UTARA MEDAN 2017 Universitas Sumatera Utara Universitas Sumatera Utara Universitas Sumatera Utara Universitas Sumatera Utara Universitas Sumatera Utara ABSTRAK Perkembangan dan kemajuan teknologi dalam bidang transportasi, terutama pada bidang transportasi udara kini sangatlah pesat, contohnya adalah maskapai Citilink Indonesia. Di dalam dunia penerbangan masalah yang sering kali terjadi adalah keterlambatan penerbangan. Ketika keterlambatan terjadi, banyak penumpang tidak mengetahui tentang hak yang seharusnya mereka dapatkan dan pihak penyedia jasa penerbangan tidak melakukan tanggung jawabnya dengan baik. Penelitian ini bertujuan untuk mengetahui tindakan dan tanggung jawab PT. Citilink Indonesia, untuk mengetahui hak kompensasi atau ganti rugi yang seharusnya didapatkan penumpang ketika keterlambatan penerbangan terjadi dan mengetahui tindakan kebijakan yang diberikan pihak PT. Citilink Indonesia. Metode pengambilan data dilakukan dengan cara observasi dan wawancara langsung dengan staff / pegawai PT. Citilink Indonesia. Hasil penelitian karya ilmiah ini adalah untuk mengetahui tindakan dan tanggung jawab PT. Citilink Indonesia, mengetahui hak kompensasi atau ganti rugi yang seharusnya di dapatkan penumpang ketika keterlambatan penerbangan terjadi dan untuk mengetahui kebijakan yang diberikan pihak maskapai Citilink. Keyword : keterlambatan penerbangan, penumpang, kepuasan. i Universitas Sumatera Utara KATA PENGANTAR Puji dan syukur penulis panjatkan kehadirat Tuhan Yang Maha Esa yang telah memberikan rahmat dan karunia-Nya kepada penulis, sehingga penulis dapat menyelesaikan Tugas Akhir yang berjudul “Penanganan Keterlambatan Penerbangan Sebagai Upaya Peningkatan Kepuasan Pelanggan PT. Citilink Indonesia di Bandara Internasional Kualanamu” ini tepat pada waktunya, dimana sebagai salah satu syarat untuk menyelesaikan pendidikan D-III Pariwisata Fakultas Ilmu Budaya Universitas Sumatera Utara. Dalam penulisan Tugas Akhir ini, penulis sadar akan keterbatasan kemampuan dan pengetahuan penulis sehingga pembaca akan menemui banyak kekurangan, karena itu kritik dan saran yang bersifat membangun untuk kesempurnaan Tugas Akhir ini. Dengan selesainya Tugas Akhir ini tidak lepas dari bantuan, bimbingan dan arahan dari berbagai pihak yang terlibat secara langsung maupun tidak langsung. Oleh karena itu, dalam kesempatan ini penulis mengucapkan terimakasih kepada: 1. Bapak Dr. Budi Agustono, M.S selaku Dekan Fakultas Ilmu Budaya Universitas Sumatera Utara 2. Bapak Drs. Jhonson Pardosi, M.Si., Ph.D selaku Ketua Program Studi D-III Pariwisata Fakultas Ilmu Budaya Universitas Sumatera Utara 3. Bapak Sugeng Parmono, M.Si selaku Dosen Pembimbing yang telah memberikan bimbingan dan arahan kepada penulis untuk dapat menyelesaikan Tugas Akhir ini. iv Universitas Sumatera Utara 4. Seluruh dosen pengajar dan staff pegawai D-III Pariwisata Fakultas Ilmu Budaya Universitas Sumatera Utara. 5. Teristimewa kepada kedua Orang Tua tercinta, Papa Jeffri Usdekia Zebua dan Mama Loina Frida yang tidak pernah menyerah dan selalu memberikan yang terbaik kepada penulis, kakak tersayang Nellyandries Zebua dan adik Ricky Zebua, yang selalu mendoakan dan memberi semangat kepada penulis. 6. Terimakasih kepada Pimpinan dan seluruh staff PT. Citilink Indonesia, terkhusus di Bandara Internasional Kualanamu, teristimewa kepada Ibu Titin, Bang Said, Bang Satria, Bang Bimo, Bang Zoel dan Kak Tora yang telah memberikan penulis banyak pengalaman baru selama menjalani Praktek Kerja Lapngan (PKL). 7. Terimakasih untuk yang terkasih Arif Anugerah Sendroro Zebua yang sudah selalu mendukung, menghibur dan memberi banyak perhatian kepada penulis. 8. Terimakasih banyak juga untuk teman-teman Conect Group USU, yang sudah mau selalu mendukung, menguatkan dan mendoakan penulis. 9. Terimakasih yang sedalam-dalamnya untuk teman-teman tersayang dan seperjuangan Mira, Olga, Novika, Lenny, Melly, Guntur, Jeffri, dan seluruh Mahasiswa/I DIII Pariwisata stambuk 2014 yang sudah selalu menghibur, menemani dan membantu penulis. Kiranya Tuhan melimpahkan rahmatNya kepada semua pihak yang telah membantu penulis dalammenyelesaikan Tugas Akhir ini. Harapan penulis semoga Tugas Akhir ini bermanfaat bagi para pembaca serta semua pihak iii Universitas Sumatera Utara yang memerlukan, serta dapat memotivasi kita untuk meningkatkan ilmu pengetahuan sebagai bekal dimasa yang akan datang. Medan, Agustus 2017 Penulis Rekalia C. Zebua 142204047 iv Universitas Sumatera Utara DAFTAR ISI Halaman ABSTRAK .................................................................................................................. i KATA PENGANTAR ................................................................................................ ii DAFTAR ISI ............................................................................................................... iv DAFTAR GAMBAR .................................................................................................. v BAB I : PENDAHULUAN ....................................................................................... 1 1.1 Latar Belakang ........................................................................................ 1 1.2 Batasan Masalah ..................................................................................... 3 1.3 Rumusan Masalah ................................................................................... 3 1.4 Tujuan Penulisan ..................................................................................... 3 1.5 Manfaat Penulisan ................................................................................... 4 1.6 Metode Penelitian ................................................................................... 4 1.7 Sistematika Penulisan ............................................................................. 5 BAB II : URAIAN TEORITIS .................................................................................. 7 2.1 Pengertian Pelayanan .............................................................................. 7 2.2 Pengertian Kepuasan Konsumen ............................................................ 9 2.3 Faktor yang mempengaruhi Tingkat Kepuasan Konsumen .................... 10 2.4 Pengertian Perusahaan Penerbangan ...................................................... 12 Universitas Sumatera Utara Halaman 2.5 Tanggung Jawab Angkutan Udara ........................................................... 15 2.6 Pengertian Penumpang............................................................................. 16 2.6.1 Jenis-jenis Penumpang ........................................................... 17 2.6.2 Penumpang berdasarkan Reservasinya .................................. 19 2.7 Defenisi Keterlambatan Penerbangan ...................................................... 20 2.8 Jenis-Jenis Keterlambatan Penerbangan .................................................. 20 BAB III : TINJAUAN UMUM TENTANG PT. CITILINK INDONESIA ................. 23 3.1 Sejarah Singkat PT. Citilink Indonesia ................................................... 23 3.2 Profil PT. Citilink Indonesia ................................................................... 25 3.3 Visi dan Misi Perusahaan PT. Citilink Indonesia ................................... 26 3.3.1 Visi Perusahaan ................................................................... 26 3.3.2 Misi Perusahaan ................................................................... 26 3.4 Jenis Armada yang Digunakan PT. Citilink Indonesia ........................... 27 3.5 Ketentuan Pengangkutan Bagasi ............................................................ 28 3.6 Rute Penerbangan PT. Citilink Indonesia ............................................... 30 3.7 Struktur Organisasi PT. Citilink Indonesia ............................................. 32 BAB IV : PEMBAHASAN ........................................................................................ 37 4.1 Tindakan PT. Citilink Indonesia dalam Penanganan Keterlambatan Penerbangan ............................................................................................ 37 Universitas Sumatera Utara Halaman 4.2 Konpensasi atau Ganti Rugi yang Diberikan Angkutan Udara sebagai Bentuk Upaya dan Tanggung Jawab Penanganan Keterlambatan Penerbangan ............................................................................................ 38 4.3 Kebijakan PT. Citilink Indonesia dalam Menangani Keterlambatan Penerbangan ............................................................................................ 39 BAB V : PENUTUP ................................................................................................... 41 5.1 Kesimpulan ............................................................................................. 42 5.2 Saran ....................................................................................................... 43 DAFTAR PUSTAKA ................................................................................................. Universitas Sumatera Utara DAFTAR GAMBAR Gambar 3.1. Logo PT. Citilink Indonesia...............................................................24 Gambar 3.2. Jenis Armada Citilink Indonesia Airbus A320................................25 Gambar 3.3. Uraian Kapasitas Armada Citilink
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