The growth of the aviation industry in Indonesia continues to grow rapidly in the recent years. These conditions have never imagined before when land and sea transportation still being the top choices due to low cost. In the recent years, a lot of new airlines emerged in Indonesia and Southeast Asia. In 2015, ASEAN Open Sky, the policy of liberalization of air transportation in Southeast Asia was applied and opened the airspace between fellow members of ASEAN countries.
Kansei Engineering identifies the design elements that could affect to consumers satisfaction. Integrating SERVQUAL and Kano’s Model can characterize the attributes of the services, while the service attributes derived from Kansei words has been known, the Quality Function Deployment would be a suitable tool and beneficial in the development of the services to prioritize the service attributes to be developed. Integrating SERVQUAL, Kano’s model, Quality Function Deployment, and Kansei Engineering can close the gap between perceived of services and estimate the current and future emotional needs of customers. This research aims to develop the strategy for Airline X to improve their service quality based on the attractive service attributes and affected Kansei words. The result of the research is the action plans to improve the service quality of Airline X, such as: airlines alliances, classes of seats, brand identity, modern information system, and expert consultation. |