Indonesian Airline Research Articles

A Comparative Analysis of MultinomialNB, SVM, and BERT on Garuda Indonesia Twitter Sentiment

This study investigates customer sentiment towards Garuda Indonesia Airlines (GIA) using sentiment analysis of Twitter data. The research aims to identify prevailing sentiments, uncover common themes in customer feedback, and provide recommendations for improving customer satisfaction and brand loyalty. A dataset of 1,250 tweets from March 2007 to July 2024 was collected and pre-processed, including cleaning, language detection, and tokenization. Sentiment analysis was conducted using three models: MultinomialNB, SVM, and BERT.The results indicate that BERT outperformed both MultinomialNB and SVM in sentiment classification accuracy, achieving 75.6%. This highlights the effectiveness of BERT in capturing contextual meaning within customer reviews. The findings of this research will contribute to a deeper understanding of customer sentiment towards GIA and inform strategies for enhancing customer experience and brand image.

ANALISIS SERVICE QUALITY TERHADAP CUSTOMER SATISFACTION MASKAPAI GARUDA INDONESIA PADA PENERBANGAN DOMESTIK RUTE JAKARTA-DENPASAR MENGGUNAKAN AIRLINE SERVICE QUALITY (AIRQUAL) MODEL

This research carries the title "Analysis Service Quality to Customer Satisfaction Garuda Indonesia Airlines uses domestic flights on the Jakarta-Denpasar route Airline Service Quality (Airqual) Model" This research aims to determine and explain the influence Airline Tangible (X1), Terminal Tangible (X2), Personal Quality (X3), Empathy (X4), Airline Image (X5) against Customer Satisfaction. This research uses the Explanatory Research method with quantitative methods. The data collection method in this research uses an e-questioner, with a sample size of 112 respondents determined using the Slovin formula. The data analysis techniques used are the Quantitative Descriptive Analysis method, Classic Assumption Test, Multiple Linear Regression, F Test, and t-test. The results of this research are airline service quality the model has a significant

The influence of service quality, passenger satisfaction, perceived value, and airline brand love on word-of-mouth behavior among domestic airline users in Indonesia

This study aims to analyze the impact of crucial dimensions in the Indonesian domestic airline industry, namely Service Quality, Passenger Satisfaction, Perceived Value, and Airline Brand Love, on Word of Mouth (WOM) behavior among passengers. Data was collected from respondents who are users of domestic airlines in Indonesia. The analysis revealed several key findings. Firstly, Passenger Satisfaction has a significant positive influence on both Airline Brand Love and Word of Mouth. This relationship is supported by the calculated t-value exceeding the critical t-value and the significance level (P-value) being less than 0.05. Therefore, to increase sales, improving passenger satisfaction levels should be a priority. Secondly, Perceived Value does not have a significant positive influence on either Airline Brand Love or Word of Mouth. This is evident from the calculated t-value being lower than the critical t-value and the P-value being greater than 0.05. Nevertheless, it's important to still consider the aspect of Perceived Value in efforts to enhance customer experience. Thirdly, Service Quality has a proven significant positive influence on Airline Brand Love, but not on Word of Mouth. This positive relationship is indicated by the calculated t-value exceeding the critical t-value and the significance level being less than 0.05. In this context, improving service quality can be a crucial factor in building brand love for the airline. Thus, this study provides insights into the factors influencing Word of Mouth behavior in the Indonesian domestic airline industry. The implications of these findings are the need for airline companies to focus on improving passenger satisfaction and service quality to strengthen the connection between Passenger Satisfaction, Airline Brand Love, and Word of Mouth. Additionally, although Perceived Value does not have a significant impact in this context, it remains important to consider this factor in efforts to maintain customer satisfaction and loyalty.

Forecast Analysis of Fruit Supply Using Time-Series Method: A Study at PT Aerofood Indonesia

PT Aerofood Indonesia is an entity operating in the aviation logistics industry, specifically as a partner of the Garuda Indonesia airline. The main problem faced is the tendency to have excessive supplies of raw materials, especially in the aspect of purchasing fruit because it is susceptible to damage. This phenomenon often recurs and peaks beyond dry goods capacity limits, especially the availability of papaya fruit which often exceeds capacity by more than 50%. Therefore, this research aims to identify the optimal forecasting method for papaya fruit to overcome the problem of excessive stock. In this research, four forecasting approaches were tested, namely Trend Analysis, Single Average Exponential, Double Average Exponential, and Holt's Winter Method. Forecasting calculations were carried out using a manual approach and supported by Minitab 18 software. The research results showed that the Holt's Winter method with a multiplicative approach produced the lowest Mean Absolute Percentage Error (MAPE), namely 16%. The Holt's Winter method with a multiplicative approach has proven to be effective in producing accurate forecasts. By implementing this recommended forecasting method, it is hoped that companies can be more efficient in managing inventory and reduce the impact of losses due to excess stock.

Development of human resources (HR) on work ethic and employee performance at PT. Citilink Indonesia

Human resources (HR) are a very important component and cannot even be separated from a company; HR is an important asset for every business because it determines the success of a company in achieving its business goals. If high-quality human resources exist within an organization, they can be an important asset that can provide unlimited support in the future. Company performance is the level of achievement of results in achieving goals, while individual performance is the level of achievement of results in carrying out certain tasks. PT Citilink Indonesia, a strategic subsidiary of Garuda Indonesia, was founded in 2009 and is one of the best low-cost airlines (LCC) in Indonesia. This research uses descriptive qualitative methods. The focus of this research is to provide an in-depth overview of human resource (HR) training and development at PT Citilink Indonesia. To achieve this goal, this research uses a direct observation approach to activities or circumstances related to HR training and development in the company (Observation). Therefore, PT Citilink Indonesia effectively implements competency-based HR training and development to meet the needs of all its employees

Modeling Dynamic Consumer Preferences in Product Attributes for Social Media-Based Product Improvement Planning

Consumer preferences for products change over time. The changes in consumer preferences are not just related to the level of importance of the attribute but also dynamics in the attribute itself. Previous studies generally employed the pre-determine attribute to measure the level of importance of the attribute. However, the pre-defined attributes approach has a problem in that new consumer attributes are not captured, resulting in misleading product development. Therefore, this study proposes a method to identify dynamic attributes and the level of importance of the attribute for product development without pre-determined attributes and unsupervised. A case study on the airline industry demonstrates the proposed method. Attribute changes are assessed using latent Dirichlet allocation to identify topics related to product attributes and sentiment analysis to evaluate satisfaction levels. Furthermore, the association rule approach is used to label unsupervised product topics. A total of 222,959 tweets related to the airline industry from 2015 to 2018 were collected and analyzed to demonstrate changes in consumer preferences over time. The results indicate that the proposed method effectively explores the dynamic of product attributes and critical attributes and provides valuable strategies for developing product or service improvement. The proposed method has also been validated and is in line with the successful innovation strategies of an Indonesian airline.

Financial Risk of Airlines in Indonesia Case Study of Kualanamo (Medan) to Soekarno-Hatta (Cengkareng) Flight Route

This reseach aims to identify and analyze the financial risks faced by airlines in Indonesia, with a particular focus on the Kualanamo (Medan) to Soekarno-Hatta (Cengkareng) flight route. Using a case study approach, the study evaluated a range of factors influencing financial risk, including fluctuations in fuel prices, currency exchange rate volatility, market competition, and regulatory changes. Data was collected through interviews with airline financial managers, analysis of financial statements, and review of related literature. The results showed that fluctuations in fuel prices and exchange rates are the main factors contributing to financial risk. In addition, intense competition and regulatory changes have also had a significant impact on the airline's financial stability. This research provides recommendations for risk mitigation strategies that airlines can implement to improve their financial resilience. The implications of these findings are expected to assist financial managers and policymakers in designing more effective policies to manage financial risks in the aviation industry.

The Mediating Role of Multidimensional Customer Brand Engagement on Brand Loyalty

This study aims to analyze the influence of social media marketing efforts on brand loyalty, mediated by the multidimensional customer brand engagement in airlines in Indonesia. The object of this research is national airlines, with the population comprising respondents who follow or have interacted (such as liking, commenting, and sharing) with the social media accounts of national airlines at least once in the last 30 days. The sample used consists of 220 respondents. The analysis employed is SEM with the help of SPSS and AMOS version 23 software. The results of this study indicate that social media marketing efforts have a positive influence on cognitive engagement, social media marketing efforts have a positive influence on emotional engagement, social media marketing efforts do not have a positive influence on brand loyalty, cognitive engagement has a positive influence on brand loyalty, emotional engagement has a positive influence on brand loyalty, social media marketing efforts have a positive influence on brand loyalty mediated by cognitive engagement, and social media marketing efforts have a positive influence on brand loyalty mediated by emotional engagement.

The Influence Of Customer Satisfaction And Trust On Customer Loyalty In Citilink Indonesia Airline

This study aims to analyze the influence of customer satisfaction on customer loyalty in Citilink Indonesia airline, with customer trust as a mediator variable. The research method employed a quantitative approach with a sample size of 150 respondents gathered through a survey questionnaire distributed to Citilink Indonesia passengers. The study focused on three main variables: customer satisfaction, customer trust, and customer loyalty. Data analysis utilized regression techniques to assess the relationship between customer satisfaction and customer loyalty, as well as the mediating role of customer trust in this relationship. The research findings indicate that customer satisfaction significantly and positively influences customer loyalty. Moreover, customer trust has been proven effective in mediating the relationship between customer satisfaction and customer loyalty.

Effects of e-CRM: Experience-Based Marketing, Digital Communications on Garuda Indonesia Airlines, Brand Trust, and Repurchase Intention

The research studied the effects of electronic customer relationship management (e-CRM), digital communications, and experience-based marketing on brand trust and repurchase intention in Garuda Indonesia Airlines, the National Flag Carrier of Indonesia. The primary data was collected through an online questionnaire distributed from March 2022 to July 2022. Purposive sampling was used to select passengers who had previously used the services of Garuda Indonesia Airlines. Out of the distributed online questionnaires, 270 respondents met the sampling criteria and responded to the questionnaire. Structural Equation Model (SEM), supported by LISREL software, was employed as the data analysis technique. The results show empirical findings on the significant effects of e-CRM, digital communications, and experience-based marketing on brand trust. The research also reveals that e-CRM and the airline's brand trust have positive and significant effects on repurchase intention. Based on the obtained data, this research provides several valuable managerial implications for Garuda Indonesia, one of the largest airline companies in Indonesia. In general, the research yields four significant implications, including the optimization of Instagram usage, the utilization of social media as an e-CRM tool, experience-based marketing through brand collaboration, and the implementation of thematic campaigns. The other findings indicate that brand trust plays a crucial role in reducing risk and uncertainty. The majority of passengers surveyed in this study expressed that Garuda Indonesia Airlines demonstrates a strong commitment to fulfilling passengers' needs during flights, reflecting a high level of trust in the brand. This positive perception carries significant implications, as it encourages passengers to choose Garuda Indonesia Airlines for future travel. Moreover, it motivates passengers to willingly recommend the airline to their friends and family. Additionally, the research findings reveal that passengers actively seek up-to-date information on flight tickets, programs, events, and schedules. Future research should consider studying low-cost carrier airlines (LCC) using a similar framework, focusing on respondents from Generation Z, to obtain diverse research results and contribute to the scientific research and literature on marketing and communication. Keywords: Airline’s brand trust, digital communications, e-CRM, experience-based marketing, repurchase intention.

Employee’s Well Being dan Job Satisfaction : Tinjauan Peran Family Supportive Supervisor Behaviors dan Work-Family Conflict

This research aims to explore the influence of family supportive supervisor behaviors on work-family conflict and its impact on work life balance and work engagement, which in turn influences employee job satisfaction. This research method used purposive sampling and involved 357 aircraft cabin crew from airlines in Indonesia. Data analysis was carried out using Structural Equation Modeling (SEM). The research results show that family supportive supervisor behaviors have a negative influence on work-family conflict. Furthermore, work-family conflict also has a negative influence on employee work-life balance and work engagement. However, work life balance and work engagement positively influence employee job satisfaction. The managerial implication of this research is that the implementation of family supportive supervisor behaviors in companies can help reduce the level of work-family conflict, so that employee performance and productivity can increase. Thus, companies can obtain long-term benefits through attention to these aspects. Conclusion, this research contributes to the understanding of the relationship between family supportive supervisor behaviors, work-family conflict, and employee work welfare factors. The practical implications of this research provide guidance for companies in developing management policies and practices that support balance between work life and personal life of employees, so as to increase overall job satisfaction and productivity. Keywords: Employee's Well-Being, Family Supportive Supervisor Behaviors, Job Satisfaction, Role Analysis, Work-Family Conflict

Pengaruh Strategi Diferensiasi dan Promosi terhadap Keunggulan Bersaing Maskapai Penerbangan Garuda Indonesia

Garuda Indonesia airline, the first and longest serving airline in Indonesia, cannot be separated from the Indonesian aviation industry. Garuda Indonesia is a pioneer in the Indonesian aviation business industry which faces tough competition from other airlines. Garuda Indonesia must have a plan to capture both new and existing markets in order to compete effectively. This study aims to determine and analyze the effect of differentiation and promotion strategies on the competitive advantage of Garuda Indonesia Airline. The data collection method used in this study was distributing questionnaires. The population used is Garuda Indonesia airline service users. The sample in this study were 80 respondents and the technique used was Non-Probability Sampling with a Purposive Sampling approach. This study uses multiple linear regression analysis as a method of data analysis. With the regression equation Y = 0.330 + 0.300 X1 + 0.613 X2. The results of this study indicate that the Differentiation Strategy has a significant effect on Competitive Advantage while Promotion has a significant effect on Competitive Advantage.

Determinants affecting trust, satisfaction, and loyalty: A case study of low-cost airlines in Indonesia

A low-cost carrier is an airline that offers lower rates but at a lesser cost, sacrificing some convenience. This study aims to determine the effect of service quality and brand image on trust, satisfaction, and passenger loyalty to low-cost airlines in Indonesia. Primary data were collected through Google Forms and submitted via WhatsApp with the criteria of having previously used the services of Indonesian low-cost airlines. Of the 300 respondents who received the questionnaire, only 242 filled it out accurately. The data were analyzed with the help of the SmartPLS program and structural equation modeling. The findings show that service quality and brand image positively and significantly affect passenger trust, satisfaction, and loyalty (p < 0.05). Trust positively and significantly affects satisfaction (p < 0.05). Trust and satisfaction positively and significantly affect loyalty (p < 0.05). Service quality and brand image affect satisfaction through trust (p < 0.05). Service quality and brand image affect loyalty through satisfaction (p < 0.05), and trust affects loyalty through satisfaction (p < 0.05). AcknowledgmentsThe research funding for this study was provided by the Ministry of Education, Culture, Research and Technology of the Republic of Indonesia under the Basic Research for Higher Education Excellence (PDUPT) category in 2022. Additionally, gratitude is extended to the various levels of leadership at Universitas Muhammadiyah Sumatera Utara, including the leadership of the Faculty of Economics and Business and the personnel of the Institute for Research and Community Service (LPPM) at Universitas Muhammadiyah Sumatera Utara.

Analisis Keandalan Main Battery Peshawar CRJ-1000 Di Maskapai Garuda Indonesia

The main battery on the CRJ-1000 aircraft is an important component in the aircraft's electrical system. The main battery functions as the main source of electric power when the aircraft is turned off or when the aircraft engine is not operating. If there is a failure in the aircraft's battery it can cause disruption to other systems so that the aircraft cannot fly or Aircraft on Ground (AOG). In Garuda Indonesia's CRJ-1000 aircraft battery, there were several findings where the battery failed before reaching the scheduled removal time. This study aims to analyze the reliability of the CRJ-1000 main battery on the Garuda Indonesia airline. The analytical method is carried out by collecting historical data on main battery failures and calculating the Mean Time Between Failure (MTBF) and Availability values for a certain period. In addition, an analysis was also carried out on maintenance procedures and replacement of the main battery carried out by Garuda Indonesia airline technicians. The results of the analysis show that the MTBF of the CRJ-1000 main battery on Garuda Indonesia airlines has a fairly good value, but there is a need for improvement in maintenance procedures and replacement of the main battery to increase availability. The recommendations proposed are evaluating the main battery maintenance and replacement procedures, as well as increasing the availability of main battery spare parts which can speed up repair times in failure situations.

Implementation of Reliability Centered Maintenance (RCM) with Fuzzy Logic in Eliminating Off-Hangar Maintenance on Narrow Body Aircraft

Aircraft maintenance in remote locations is a prevalent challenge for local airlines in Indonesia, leading to diminished productivity and efficiency in the maintenance division. This issue is substantiated by a significant incidence rate of 36% annually, as reported by a national airline. The current solution needed is the improvement of the Maintenance System to eliminate off-hangar maintenance for Narrow Body aircraft in the national aviation service industry. This study aims to identify the causal factors of aircraft requiring maintenance when located outside the primary maintenance facilities and to reduce these occurrences. The Reliability Centered Maintenance (RCM) method is employed to determine the most effective maintenance approach based on system and equipment reliability, and the fuzzy logic method in FMEA is utilized to address ambiguity and uncertainty in risk assessment. Primary data were obtained from Focus Group Discussions (FGD) with experts working in the airline industry. Secondary data were collected from all aircraft experiencing breakdowns outside the main hangar. The findings reveal that the primary factor for maintenance outside the main facilities is the current maintenance policy of Finding Failure (FF), which leads to unpredictable maintenance activities, resulting in damage outside the main facility areas (Batam, Cengkareng, and Surabaya). Incidents of maintenance outside the main facilities can be eliminated by shifting the policy to Time Directed (TD), enabling the company to reduce costs from an initial IDR 342,681,011,118.60 to IDR 70,370,514,198.60, achieving a cost saving of 79.47%.

Penerapan Psak No.16 Atas Aset Tetap Dan Hubungan Dengan Perhitungan Laba Pada Pt Garuda Indonesia.Tbk

In service industries, trading companies and manufacturing industries, fixed assets are used in business activities. Every decision regarding the use of fixed assets affects the survival and development of a company. This not only considers the profits generated by a company, but also the important role of fixed assets in achieving company goals. Therefore, PSAK No.16 must be applied. Based on the data described above, the aim of this research is to confirm the application of PSAK no. 16 which is used to calculate the profits of the company PT. Garuda Indonesia Airlines. As a research method, we use descriptive analysis methods to understand existing facts and compare them with existing theories. To obtain the necessary data, the author uses data collection techniques such as documentation. The type of data used by the author is secondary data. From the research analysis, the author can conclude that the company has implemented fixed assets in accordance with PSAK No.16 (revised 2007). Companies use two methods to value fixed assets: the historical cost method and the revaluation model. The use of these two methods can affect the growth of fixed assets.

Juridical Analysis of Protection of Passengers' Compensation Rights Against Airline Cancellations

Flight cancellations by airlines in Indonesia are a serious concern for passengers who often experience inconvenience and loss due to this situation. This journal aims to analyze the protection of the right to compensation for passengers who experience flight cancellations in Indonesia, as well as present a legal review regarding this matter. This study uses an analytical descriptive legal method and is based on existing legal regulations in Indonesia, particularly Law No. 1 of 2009 concerning Aviation. The analysis is carried out through tracing and reviewing laws and regulations, related court decisions, and relevant legal literature. The results of the study show that passengers are entitled to compensation when facing flight cancellations by the airline. The law provides a strong legal basis for the protection of these rights. Article 15 of Law Number 1 of 2009 concerning Aviation expressly states that airline companies are obliged to provide compensation to passengers who experience flight cancellations without clear reasons or without adequate notification.

The Effect of Promotion, Brand Image, and Service Quality on Purchasing Decisions for Garuda Indonesia Airline Tickets

This study aims to analyze and find out whether promotion, brand image, and service quality influence the decision to purchase Garuda Indonesia airline tickets. The approach used in this study is an approach with quantitative methods. The type of research used in this research is descriptive research. This study used the interview method using primary data obtained by distributing questionnaires as a data collection technique. The population used in this study is all consumers who have flown using the Garuda Indonesia airline. The sampling technique used in this study was a purposive sampling technique. A total of 80 respondents were taken as samples of this study based on Ferdinand's theory (2002, 48). The analysis technique in this study uses the Partial Least Square (PLS) analysis technique. The results of this study indicate that promotion (X1), brand image (X2), and service quality (X3) have a significantly positive effect on purchasing decisions (Y). This means that if variable (X) is increased, there will also be an increase in purchasing decisions (Y).

Airline Customers Conflict Resolution in The Framework of Legal Protection For Consumers in Indonesia

Aviation related issues include low supervision of airlines in Indonesia, the condition of aircraft that are old and less feasible and high rates of flight accidents. Management negligence and mistakes reach a level that endangers state security. An airline is an organization that provides flight services including cargo to passengers. They provide these services and form cooperation or alliances with other airlines for mutual benefit. However, the relationship between customers and airlines can sometimes lead to ruthless legal battles and violent conflicts. This paper discusses legal protection for airline customers in Indonesia. It seeks to investigate not only the legal arrangments regarding air transportation in Indonesia but mechanism to minimize/prevent disputes between consumers and airlines. Consumer dispute resolution with airlines refers to the Consumer Protection Act and Aviation Law. The research reveals that consumer-airlines conflicts can be resolved outside of the court through several dispute resolution models, including Consumer Dispute Settlement Agency, Non-Governmental Consumer Protection Agency, the Directorate of Consumer Protection agreed by the parties, based on Article 1338 of the Civil Code. This paper also show that it is necessary to make a simple dispute resolution system specifically for airline consumers in the form of an airline consumer dispute resolution assembly or a special arbitration agency.

Business Policy of National Scheduled Airlines for Sustainability of National Airlines in Indonesia

Business Policy of National Scheduled Airlines for Sustainability of National Airlines in Indonesia