ABSTRACT Keyword: Delay, On-Time, Station Handling, Analysis, Competitor, Airline, Survey.

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Claud Porter
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1 ABSTRACT The major objectives of this study are to discover the main preferences of Garuda Indonesia s passengers. To have Garuda Indonesia s current On-Time Performance data analyzed. To analyze and discover the fundamental cause of delays which prevents Garuda to achieve their 85% On-Time Performance rate, and finally to provide recommendation towards improving and maintaining Garuda On-Time Performance through station handling process. The writing contains survey analysis towards discovering Garuda passenger s main preference. Locating the priority stance of On-Time Performance from the passenger s view and analyzing the current Garuda On-Time Performance Rate. Deeper into the core of the study, authors identify the major causes of delay, learning the trend of delay while proving the importance of keeping flight punctual. Authors explain the cost of delay that could occurred, the impact of a delay to the company s image and to its revenue in the long run. The station handling is one of the key causes of delay which author scoped in this study. Station handling has become one of the major causes of delay since year This study focuses more on station handling analysis of Garuda, which is managed by PT. Gapura Angkasa. Keyword: Delay, On-Time, Station Handling, Analysis, Competitor, Airline, Survey.

2 LIST OF CONTENTS Front Page......i Statement of Purpose..ii Supervisor Approval...iii ACKNOWLEDGEMENT....iv ABSTRACT v LIST OF CONTENTS..vi LIST OF TABLES...x LIST OF FIGURE....xi CHAPTER 1 INTRODUCTION Background Problem Statement Research Objective Research Benefit Scope of Study...6 CHAPTER 2 LITERATURE REVIEW Operations Management Achieving Competitive Advantage through Operation Competing on Response Strategic Analysis Quantitative and Qualitative Research Airline Business Five-Forces Model of Competition Low-Cost Carrier Flight Services Cause Of Delays (COD) On-Time Performance Preview of PT. Garuda Indonesia History

3 Vision and Mission Corporate Data Des tinations Join t Services Pas sengers Traffic Flee t Line-up Stakeholders Achievements Competitor Analysis PT. Merpati Nusantara Airline (MNA) PT. Bouraq Indonesia Airline PT. Mandala Airline PT. Lion Mentari Air CHAPTER 3 METHDOLOGY Methodology Framework Research Purpose Research Approach Research Questions Research Scope Data Collection Methods Approach Questionnaires Document Analysis

4 3.4.3 Interviews Observations Population and Sampling Identifying target population Selecting the Sampling Design Determining the Sample Frame Determining the Sample Size Data Analysis and Presentation CHAPTER 4 RESEARCH FINDING AND ANALYSIS Survey Analysis Respondent Profile Gender Occupation Educational Background Respondent s Experience Flying Frequency with Garuda Indonesia Flying Purpose Passengger s Satisfaction to Garuda Indonesia s OTP Comparison to other airline s OTP Respondent s Preferences How important is OTP How important is price How important is check-in counter How important is in-flight services How important is foods provided on-board How important is the in-flight comfort / coziness How important is the baggage handling Summary Garuda On-Time Performance Analyses... 60

5 4.2.1 Analysis on Delay Definition of Delay Cost of Delay Cause of Delay Cause of Delay Categorization Major cause of delay Analysis on Garuda Records Garuda On-Time Performance Historical Data Analysis Garuda Indonesia Cause of Delay Historical Data Analysis Latest Data Analysis on Soekarno-Hatta Airport Station Handling of Garuda Indonesia Passenger Handling Baggage Handling Freight /Cargo Handling.. 90 CHAPTER 5 CONCLUSION AND RECOMMENDATION Conclusion Recommendation Short-term recommendations Long-term recommendations Recommendations for future researchers REFERENCES APPENDIX... A1 CURICULLUM VITAE

CHAPTER I INTRODUCTION

CHAPTER I INTRODUCTION a. Overview High-Competition would be the best words describing current Indonesian Airline Industry situation, unless they could find their own niche market. One of the fire-starter