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  • Supervisor: Dr. Lusianus Kusdibyo, MBA.

    Co-Supervisor: Wahyu Rafdinal, S.E., M.M., Editor: Erlin Arvelina


Path: Top > Skripsi - D4 > 2017 > Jurusan Administrasi Niaga > Program Studi Manajemen Pemasaran > 2023

Analyzing the Strength and Weakness Of Aircraft Services at Indonesian Aerospace (IAe)

Skripsi, 018 / 2023 / IM
Undergraduate Theses from JBPTPPOLBAN / 2023-11-30 12:55:56
By : 195264028 - Salsha Labibah (
Created : 2023-11-30, with 4 files

Keyword : Maintenance, repair and overhaul; after-sales service; customer satisfaction


Description Alternative :

After-sales service activities provided to customers are one of the most profitable areas for a manufacturing company. As a form of after-sales service for customers who have purchased their products, Indonesian Aerospace (IAe) has an Aircraft Services (ACS) division. The Covid-19 pandemic has direct impact on the decreasing number of contract realizations from Aircraft Services (ACS)’s Indonesian Aerospace (IAe). Despite the fact that the covid-19 pandemic is gradually recovering, Indonesian Aerospace (IAe) contract realization for Aircraft Services (ACS) has not yet returned to pre-pandemic amounts. In other words, customers are no longer using the aircraft maintenance services provided by the company. This can be caused by a variety of factors from both internal and external of the company. This study aims to analyze the strength and weakness of aircraft services at Indonesian Aerospace (IAe) to look for what factors need to be improved in the future. This study employs qualitative methods to take a deeper look into the business activities of aircraft services. This study explored data gathered from a variety of sources, including in-depth interviews, customer satisfaction surveys, and previous studies. In-depth interviews were conducted with 8 participants from both internal and external organizations. According to the findings of this study, the main issue in the Aircraft Services at Indonesian Aerospace is the length of time it takes to complete a project. This is due to a variety of factors, including material and manpower constraints. Further analysis revealed that there is a communication gap between divisions within the company, causing the company's business activities to be less effective. This study then connects the existing issues with the use of technology within the company.

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