PT. Sriwijaya Air is one of the national airline was established on November
10, 2003. The paper purpose is to analyze the degree of correspondence
between the performance of flight services operations officer with customer
expectations (pilot) PT. Sriwijaya Air, using qualitative methods, while data
analysis using the five-dimensional approach, and Cartesian diagram. The
analysis shows the level of implementation of quality of service with the
average performance of 4.42. Level expectations or interests of customers /
pilot average of 4.69, which means that the service performance of flight
operations officer told the pilots are considered very important to be well run.
At the level of concordance between the implementation of services to the
benefit of customers amounted to 94.19%, based on the interpretation table can
be interpreted pilots are very satisfied with the performance of flight operations
officer PT. Sriwijaya Air.