Analysis of A Government – Owned Airline’s Organizational Culture in Improving Flight Services
DOI:
https://doi.org/10.31334/bijak.v21i2.4163Keywords:
Organizational culture, Aircrew, Service, Garuda Indonesia,Abstract
This research aims to determine and analyze organizational culture at PT Garuda Indonesia. This was motivated by several problems related to the services provided during flights by passengers up to the Ombudsman. This research used qualitative methods and was conducted with several informants in positions as Aircrew, management and expert informants. This research was conducted at PT Garuda Indonesia for 5 months, namely from November to March. The results of this research are that the organizational culture at Garuda Indonesia airline has been implemented quite well. This shows that the organizational culture at Garuda Indonesia has provided or provided a sense of identity for the Aircrew. The organizational culture also creates an Aircrew commitment to remain committed to the organization's mission, particularly to high standards of safety and customer-oriented service delivered by professional and dedicated employees. Garuda Indonesia's organizational culture is also capable of guiding the words and actions of its employees, as well as making it clear what they should do and say in certain situations. However, there are two organizational culture factors that become obstacles in improving the quality of Aircrew services at Garuda Indonesia, namely: a) dynamic regulations in the Flight Attendant Service Guide Book (FASGB); b) Employees who find it difficult to adapt to regulatory updates. The solution to facing obstacles in improving the quality of aircrew services at Garuda Indonesia through organizational culture is: a) Regular socialization; and, b) Enforce more strictly regarding rewards and punishment.
References
Al Idrus, Salim. 2019. Kualitas Pelayanan dan Keputusan Pembelian. Malang: Medua Nusa Creative.
I Wayan Arthabawan,2022, Budaya Organisasi Menjadi Faktor Penting Dalam Mengelola Perusahaan; Jurnal Kajian Ekonomi dan Bisnis Vol.11No.2.1Desember 2022
Nashar, H. 2020. Kualitas Pelayanan akan Meningkatkan Kepercayaan Masyarakat. Pamekasan: Duta Media Publishing.
Nurakhim, Bambang, et al. Budaya Organisasi. Tangerang Selatan: CV.Mitra Cendikia.
Nurdin, Ismail. 2019. Kualitas Pelayanan Publik (Perilaku Aparatur dan Komunikasi Birokrasi dalam Pelayanan Publik. Surabaya: Media Sahabat Cendikia.
Pakpahan, Betty Arli Sonti Pakpahan. 2022. Budaya Organisasi, Manajemen Konflik, Keadilan Prosedural dan Kepuasan pada Pekerjaan. Jakarta: Publica Indonesia Utama.
Sulaksono, Hari. 2019. Budaya Organisasi dan Kinerja. Sleman: Deepublish Publisher.
Sutrisno, Edy. 2018. Budaya Organisasi. Jakarta: Prenadamedia Group.
Damanik, Iin Elfrista, et al., (2020), Analisis Budaya Organisasi di Universitas Negeri Manado, Vol 5, No. 9.
Jr,Wilson Gilliam, (2019), Mindspace and Development of Organizational Culture in Aviation Safety Management, dalam International Journal of Aviation, Aeronautics, and Aerospace, Volume 6, Issue 1, Article 6
Leliana, Intan, et al., (2020), Respon Krisis PT Garuda Indonesia Pada Kasus Postingan Menu Rius Verandes, dalam Cakrawala, Vol. 20 No. 1 Maret 2020.
Mumek, Leinda et al., (2020), Kualitas Pelayanan Terhadap Kepuasan Konsumen PT. Garuda Indknesia Airlinws Kelas Ekonomi Rute Manado-Jakarta, dalam Productivity, Vol. 1 No. 4: 306-311.
Nurcahyo, Yanuar B., (2023), Pendekatan Non Parametrik: Apakah Industri Penerbangan Indonesia Sudah Efisien?, dalam Jurnal Ilmu Ekonomi Volume 4 Nomor 1 (Mei 2023).
Setyorini, Alberta Dwi, et al., (2021), Pengaruh Budaya Organisasi dan Komitmen Organisasi terhadap Kinerja Pegawai di PT Garuda Indonesia Tbk, dalam E-Jurnal Akuntansi, 31(2), 427-437.
Sukoco, Iwan dan Rosana Dewi, (2018), Analisis Budaya Organisasi pada Level Manajemen Puncak di PT X Medan Sumatera Utara, dalam Jurnal Pemikiran dan Penelitian Administrasi Bisnis dan Kewirausahaan, Vol. 3, No. 2.
Websites
Kementerian Perhubungan Republik Indonesia, 2021, “Kemenhub Luncurkan Year of Security Culture 2021â€, diakses pada 25 Desember 2023 melalui https://dephub.go.id/post/read/kemenhub-luncurkan-year-of-security-culture-2021?language=id
Ombudsman Republik Indonesia, 2019, "Alvin Lie: Komunikasi Pada Publik Garuda Indonesia Sangat Buruk", diakses pada 30 September 2023 melalui https://ombudsman.go.id/pengumuman/r/alvin-lie-komunikasi-pada-publik-garuda-indonesia-sangat-buruk
TripAdvisor, 2023, “Garuda Indonesia: Flights and Reviewsâ€, diakses pada September melalui https://www.tripadvisor.com/Airline_Review-d8729079-Reviews-Garuda-Indonesia
Downloads
Published
Issue
Section
License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License
Please find the rights and licenses in Majalah Ilmiah Bijak By submitting the article/manuscript of the article, the author(s) agree with this policy. No specific document sign-off is required.
- License
The commercial use of the article will be governed by the Creative Commons Attribution license as currently displayed on Creative Commons Attribution-ShareAlike 4.0 International License.
2. Author(s)' Warranties
The author warrants that the article is original, written by stated author(s), has not been published before, contains no unlawful statements, does not infringe the rights of others, is subject to copyright that is vested exclusively in the author and free of any third party rights, and that any necessary written permissions to quote from other sources have been obtained by the author(s).
3. User Rights
Majalah Ilmiah Bijak spirit is to disseminate articles published are as free as possible. Under the Creative Commons license, Majalah Ilmiah Bijak permits users to copy, distribute, display, and perform the work for non-commercial purposes only. Users will also need to attribute authors and Majalah Ilmiah Bijak on distributing works in the journal and other media of publications.
4. Co-Authorship
If the article was jointly prepared by more than one author, any authors submitting the manuscript warrants that he/she has been authorized by all co-authors to be agreed on this copyright and license notice (agreement) on their behalf, and agrees to inform his/her co-authors of the terms of this policy. Jurnal Bijak will not be held liable for anything that may arise due to the author(s) internal dispute. Majalah Ilmiah Bijak will only communicate with the corresponding author.
5. Miscellaneous
Majalah Ilmiah Bijak will publish the article (or have it published) in the journal if the article’s editorial process is successfully completed. Jurnal Bijak editors may modify the article to a style of punctuation, spelling, capitalization, referencing and usage that deems appropriate. The author acknowledges that the article may be published so that it will be publicly accessible and such access will be free of charge for the readers as mentioned in point 3.
Every accepted manuscript should be accompanied by "Copyright Transfer Agreement"prior to the article publication.
