Persepsi Mengenai Jasa Pelayanan (Studi pada konsumen Garuda Indonesia yang menonton iklan TV versi Layanan Terbaik)

Authors

  • Sylvie Nurfebiaraning

DOI:

https://doi.org/10.30656/lontar.v3i1.350

Abstract

Pertumbuhan industri penerbangan di Indonesia semakin meningkat. Sejumlah maskapai penerbangan saling berkompetisi untuk merebut pasar baik domestik, regional maupun internasional. Garuda Indonesia sebagai maskapai penerbangan regional terbaik di Indonesia melakukan strategi rebranding pada tahun 2010 untuk memenuhi kebutuhan dan harapan konsumen, salah satunya melalui iklan TV versi Layanan Terbaik. Penelitian ini bertujuan untuk mengetahui persepsi mengenai jasa pelayanan pada konsumen Garuda Indonesia yang menonton iklan TV versi Layanan Terbaik melalui konsep Persepsi, Kualitas Jasa dan Iklan Televisi. Penelitian ini menggunakan paradigma konstruktivis, pendekatan kualitatif, bersifat deskriptif dengan menggunakan metode analisis data tematik dan metode pengumpulan data.melalui wawancara. Hasil dari penelitian ini menggambarkan persepsi konsumen bahwa terdapat perubahan kualitas pelayanan yang lebih baik setelah Garuda Indonesia melakukan rebranding. Hal tersebut juga tercermin melalui iklan TV versi Layanan Terbaik, sehingga iklan TV yang ditonton konsumen memang benar dirasakan oleh mereka pada saat menggunakan Garuda Indonesia.

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Published

2017-10-02

Issue

Vol. 3 No. 1 (2014): LONTAR JURNAL ILMU KOMUNIKASI

Section

Articles

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