International Journal on Advanced Science, Engineering and Information Technology, Vol. 8 (2018) No. 3, DOI:10.18517/ijaseit.8.3.3889

Airline Service Quality Analysis Using Integration of FUZZYSERVQUAL, PGCV Index, and TRIZ Methods in Indonesian Full Service Carrier Airlines

Diana Puspita Sari, Dyah Ika Rinawati, Midiawati Midiawati


The airlines in Indonesia consist of full service carrier (FSC), medium service carrier (MSC) and low cost carrier (LCC) category. FSC has some characteristics the baggage policy is free until 20 kg, available in food, beverages, magazines, entertainments such as audio and video, economic or non-economic flight classes, executive lounge facilities and classrooms, and seating spaces. Preliminary research conducted in one of the FSC airlines showed some consumers complaint about customer satisfaction issues.  Based on these problems, the research objectives are measuring customer satisfaction of FSC airlines, identifying problematic service criteria with fuzzyservqual and PGCV index, and designing system improvement using the TRIZ Method. The result of services quality measurement described that there are 12 criteria which unsuitable with the passenger's expectation. The results of TRIZ analysis obtained suggestions for improvement such as the placement of professional flight attendants when flying, providing support facilities such a waiting room to increase passenger convenience, placing expert staff for sympathetic information that can be accessed by passengers.


FSC; service quality; fuzzyservqual; PGCV index; TRIZ methods.

Viewed: 20 times (since Sept 4, 2017)

cite this paper