J
Jurnal Transportasi, Logistik, dan Aviasi Abnus Publisher

Employee Service Quality and Satisfaction at an Airline Service Center

2024-01-30
Published
93-105
Pages
OPEN
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AR
Awaliah Putri Rohayati
Aviation College, Jakarta, Indonesia
SS
Sugiarti Sugiarti
Aviation College, Jakarta, Indonesia
RS
Ryan Firdiansyah Suryawan
Aviation College, Jakarta, Indonesia
Abstract

Purpose: This study examines employee service quality and satisfaction at the Employee Service Center (ESC) of PT Citilink Indonesia, focusing on the quality of internal services provided to employees and their implications for organizational support and employee engagement.

Research Methodology: A qualitative descriptive approach was employed using field observations, semi-structured interviews, and employee satisfaction questionnaires. The analysis covered facilities and infrastructure, workforce characteristics, work procedures, and service implementation, with data analyzed thematically using service quality frameworks.

Results: The ESC’s facilities and infrastructure were generally adequate and supported service delivery. Employee performance largely complied with established SOPs, although minor issues were identified regarding dress code adherence and punctuality. Communication pacing emerged as the primary challenge, as information was sometimes delivered too quickly for employees to fully absorb. Satisfaction levels were predominantly rated as excellent, with requests for larger service room capacity noted.

Conclusions: The ESC demonstrates strong service quality performance; however, improvements in communication practices, facility maintenance, SOP compliance, and physical space capacity are needed to further enhance employee satisfaction.

Limitations: The study was conducted within a single airline’s ESC, used a cross-sectional design, and relied on a limited convenience sample, restricting the generalizability of the findings.

Contributions: This study provides empirical evidence on internal service center operations in the Indonesian aviation industry and offers practical insights for HR management, service quality improvement, and future research on organizational support services.

Airline Industry Employee Satisfaction HUman Resource Management Internal Service Service Center
How to Cite
Rohayati, A. P., Sugiarti, S., & Suryawan, R. F. (2024). Employee Service Quality and Satisfaction at an Airline Service Center. Jurnal Transportasi, Logistik, Dan Aviasi, 3(2), 93-105. https://doi.org/10.52909/jtla.v2i1.100
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Rohayati, A. P., Sugiarti, S., & Suryawan, R. F. (2024). Employee Service Quality and Satisfaction at an Airline Service Center. Jurnal Transportasi, Logistik, Dan Aviasi, 3(2), 93-105. https://doi.org/10.52909/jtla.v2i1.100
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