The Analysis of Service Blueprint Application for Qantas Airways Passenger Handling in Departure Terminal Soekarno-Hatta International Airport, Banten


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

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.

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Paper Submission Last Date
30 - September - 2021

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