This report is written to fulfill the requirement for final report project By: Iin Yangkee Pratama NIM 0611 3090 0677

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FINAL REPORT

THE ANALYSIS OF SERVICE QUALITY ON DELAY CONDITION AT SRIWIJAYA AIR

This report is written to fulfill the requirement for final report project

By:

Iin Yangkee Pratama NIM 0611 3090 0677

STATE POLYTECHNIC OF SRIWIJAYA PALEMBANG

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APPROVAL SHEET FINAL REPORT

By:

IIN YANGKEE PRATAMA NIM 0611 3090 0677

Palembang, 2014 Approved by,

First Advisor, Second Advisor,

Drs. Zulkifli SN.AN, M.Pd. Darminiyanti, S.Pd, M.M.

ID. 196112251989031004 ID. 041410100

Acknowledge by, Head of English Department

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FINAL REPORT

IIN YANGKEE PRATAMA 061130900677

Approved by the examiners committee Signature,

Dra. Muwarni Ujihanti, M.Pd ID.195902171987032001

Dr. Welly Ardiyansyah ID. 197408172006041001

Yusri, S.Pd, M.Pd

ID. 197707052006041001

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MOTTO AND DEDICATION

“The Winner Who is Well Prepared for Everything.”

Dedicated to:

 My beloved parents

 My lovely sisters

 My big family

 My friends

 My lovely

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PREFACE

First of all, the writer would like thank to Allah swt for the mercy that has

given to the writer so that the writer could accomplish and finish the final report

on time. The writer would like also send regards to the our beloved prophet

Muhammad saw for remembering in every kindness and warning every fault. This

final report is entitled “The Analysis of Service Quality on Delay Condition at

Sriwijaya Air”. This report is written to fulfill the requirement of Diploma III

curriculum of State Polytechnic of Sriwijaya.

The writer is sure that this report is still far from being perfect because

there are still some mistakes in writing this report. It is due to the limitation of

experience, sources and knowledge of the write. Therfore, suggestions, comments,

and critics from all sources are appreciated. The writer hope this report can be

usefull for all, especially for students of Engllish Department.

Palembang, 2014

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ABSTRACT

The Analysis of Service Quality on Delay Condition at

Sriwijaya Air

(Iin Yangkee Pratama, 2014, 40 pages, 1 picture and 10 tables)

The development of airlines trading company managed by private shows reliability, responsiveness, assurance, and empathy. And then the writer also use an additional variable is the service quality on delay which includes the provision of information about the delay accuracy, and timeliness of compensation in the compensation. The theory used in this study is the theory of Marketing Management related to service quality. The approach used in this study is a survey and the type of research descriptive quantitative. The data collection techniques are with interviews and distributing questionnaires to a sample of 50 respondents. The results showed that the quality of service seen from 5 dimensions: tangibles, reliability, responsiveness, assurance and empathy shows great results for customer satisfaction with quality of services are given by Sriwijaya Air. The most dominant variable has a significant effect is variable Assurance. Values for additional variables, namely: the quality of service when flight delays, had pretty good results. But there is bad judgment given by the respondents to one variable element, namely the timeliness of compensation in the form of snacks. It is concluded that the Sriwijaya Air has provided a good quality of service, but Sriwijaya Air is still lacking in terms of timeliness in providing compensation in the form of snacks to passengers when flight delays condition.

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ACKNOWLEDGEMENT

The writer would like thank to Allah swt for His bless and mercy, thanks for the strength for me so that this final report can be done on time. The purpose of writing this report, which is entitled “The Analysis of Service Quality on Delay Condition at Sriwijaya Air” is to fulfill the requirement of Final Report subject.

Dealing with this final report, the writer got many support, advices, and suggestion from many parties. On this occasion, the writer would also like to thank to:

1. Dra. Tiur Simanjuntak, M. Ed. M as Head of English Department 2. Drs. Zulkifli SN.AN, M.Pd. as the First Advisor

3. Darminiyanti, S.Pd,M.M. as the Second Advisor

4. My beloved parents (Kaswadi and Helma Hasmiyati) for always giving pray and attention for me, being a reason for all of my struggle, and being there when I need them.

5. My beloved sisters (Wildha Thorrez and Audy Tria Ananta) for always standing by my side and caring about me in every situation.

6. My beloved Lecturers for transferring knowledge and sharing life experiences.

7. My beloved friends in 6 BA class, for all the laugh, cry, and care that shared together, for all the unforgettable moments together.

8. Ms. Lina who always opens library and permit me to read many references. Ms. Suwarti as administrator on committee.

Mr. Nanang who always gives information to me.

9. My friends (Luke Elders and Jeff) from USA who have already helped me to practice my English.

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4.1.2.2.3 The Respondents Explanation of the Variable

Responsiveness ... 28

4.1.2.2.4 The Respondents Explanation of the Variable Assurance ... 30

4.1.2.2.5 The Respondents Explanation of the Variable Empathy ... 31

4.1.2.2.6 The Respondents Explanation of the Variable Service Quality on Delay Condition ... 32

4.2 Discussion ... 34

CHAPTER V CONSCLUSION AND SUGGESTION 5.1 Conclusion ... 37

5.2 Suggestions ... 37

REFERENCES ... 39

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LIST OF TABLE

Page

TABLE 4.1 Characteristics of Respondents by age ... 24 TABLE 4.2 Characteristic of Respondents by gender ... 24 TABLE 4.3 Characteristic of Respondents by occupation ... 25 TABLE 4.4 Characteristics of respondents who had used the

Services of Sriwijaya Air ... 25

TABLE 4.5 The Number and Percentage of Respondents'

Answers to Variable Tangibles ... 26

Answers to Variable Reliability ... 27

Answers to Variable Responsiveness ... 29

Answers to Variable Assurance ... 30

TABLE 4.9 ` The Number and Percentage of Respondents'

Answers to Variable Empathy ... 31

TABLE 4.10 The Number and Percentage of Respondents' Answers to Variable Service Quality on Delay

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TABLE OF PICTURE

Page

Picture 2.1 Diagram of Perceived Quality ... 12