Authors :
Surya Fadjar Boediman; Michael Khrisna Aditya
Volume/Issue :
Volume 5 - 2020, Issue 11 - November
Google Scholar :
http://bitly.ws/9nMw
Scribd :
https://bit.ly/3lZjxif
Abstract :
In order to perform a service excellently,
improving service and reduce the difficulties in handling
problems in departure terminal, an airline needs new
ideas by a service map portrayed to implement the
importance aspect of transportation industry which is
service. Service Blueprint is the way to portray the
service process in departure terminal, in terms of
maintaining, evaluating as well as improving services.
The research objective is to know how is the
implementation of service blueprint application for
QANTAS Airways passenger handling in departure
terminal. The research method used is descriptive
with quantitative approaches. Primary data collection
is by spreading the questionnaire to 100 respondents
that ever fly with QANTAS from Jakarta to Sydney,
which consist of totally 15 questions of the three
components of service blueprint. The result shows that
the highest rank of service blueprint component is by the
points of contact (4,2), means that the human resources
of the company who is the front-liner in performing and
become the touchpoints with customer or passengers.
Hence, according to the results obtained, conclusion
and suggestion are written in order to find out the
implementation of service blueprint in QANTAS
Airways.
Keywords :
Service Blueprint, Process, Points of Contact, Physical Evidence.
In order to perform a service excellently,
improving service and reduce the difficulties in handling
problems in departure terminal, an airline needs new
ideas by a service map portrayed to implement the
importance aspect of transportation industry which is
service. Service Blueprint is the way to portray the
service process in departure terminal, in terms of
maintaining, evaluating as well as improving services.
The research objective is to know how is the
implementation of service blueprint application for
QANTAS Airways passenger handling in departure
terminal. The research method used is descriptive
with quantitative approaches. Primary data collection
is by spreading the questionnaire to 100 respondents
that ever fly with QANTAS from Jakarta to Sydney,
which consist of totally 15 questions of the three
components of service blueprint. The result shows that
the highest rank of service blueprint component is by the
points of contact (4,2), means that the human resources
of the company who is the front-liner in performing and
become the touchpoints with customer or passengers.
Hence, according to the results obtained, conclusion
and suggestion are written in order to find out the
implementation of service blueprint in QANTAS
Airways.
Keywords :
Service Blueprint, Process, Points of Contact, Physical Evidence.
