| Indonesia's aviation industry has developed very rapidly. Various flight operator based on Low Cost Carrier (LCC) have emerged and offer very competitive rates. This creates new opportunities for the aviation world with growing market size. PT. Garuda Indonesia as the first airline in this country, known with their premium service, required to be able to compete. Therefore, PT. Garuda Indonesia should know how to maintain existing service quality performance. Then do the steps to improve the quality of care with attention to customer needs. To find out what service attributes to customer needs and measure how the performance of the quality attributes used SERVQUAL method. Quality of service attributes can be determined by calculation of the gap score, the gap between expectations and perceptions of customers. Then the Importance Satisfaction Analysis to identify using a quadrant to see which service attributes into quadrant B to maintain quality of the service, priority quadrants A need for improved quality of services, or quadrant C has a low priority for repair, and quadrant D that has been exaggerated the satisfaction so it does not require more improvement. From the results obtained that the 27 attributes of service has performance that unfavorable, can be seen from the results of a negative gap score while the other 10 attributes of service have a pretty good performance, can be seen from the positive score gap. Then of Importance Satisfaction Analysis quadrant analysis contained 22 attributes that need to be the top priority for improved quality of service, 10 attributes that have a low priority for improved quality of service, four attributes that need to be maintained in service and an attribute that does not need to improve because it has met its service quality satisfaction customers. Comparing the results from the two methods, but the result is improved quality attributes that need similar services. There are 22 attributes that fall into quadrants A also has a negative score gap value. Then to determine the attributes to be selected to be repaired first, judging from the most negative gap score. The results obtained are 24 attributes on the quantity of food and beverages. |