Evaluation of quality with risk assessment using Kano model and FMEA in Indonesia airline services

Abstract

Competition in the airline industry has increased this triggers the development of low cost carrier. One airline that has felt the impact of this increased competition is the airline Garuda Indonesia, which previously controlled the airline market share in Indonesia before the emergence of low cost carrier. Garuda Indonesia airline as a market leader still need to improve their services because the satisfaction of some customers is not as high as Garuda Indonesia expected. Based on preliminary studies conducted, there are still customers who feel not satisfied with the services provided by the Garuda Indonesia airline. To maintain the number of customers and increase the number of customers using Garuda Indonesia flight services, Garuda Indonesia airlines must evaluate the quality of service and improve the quality of services provided. This study aims to evaluate the quality of service on airlines using the Kano model and perform quality risk calculations on airline service using Failure Mode and Effects Analysis (FMEA) method. By using KANO Model and Failure Mode and Effect Analysis (FMEA), there are 8 service attributes that need to be improved by Garuda Indonesia Airlines. The service attributes include the ease of check-in and waiting time, the time of departure and the arrival of the aircraft, the suitability of the number and the flight schedule, the flight safety, safety standard, the ticket price compared to the competitors, the suitability of the ticket price with the services provided, compensation in case of loss or damage to the luggage and the quality of the dish / snack served during the flight. These attributes need to be upgraded by Garuda Indonesia airlines to increase customer satisfaction so customers will reuse.