PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN DI BIRO PERJALANAN ISKANDARIA TOUR AND TRAVEL TANGERANG, BANTEN
This research aims to understand about whether the services quality consisting of tangibles, reliability, responsiveness, assurance and empathy have significant effect to customer�s satisfaction in the travel bureau of Iskandaria Tour and Travel. The research is done by analyzing the service quali...
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| Main Authors: | , |
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| Format: | Theses and Dissertations NonPeerReviewed |
| Published: |
[Yogyakarta] : Universitas Gadjah Mada
2014
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| Subjects: | |
| Online Access: | https://repository.ugm.ac.id/130057/ http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=70468 |
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| Summary: | This research aims to understand about whether the services quality consisting of
tangibles, reliability, responsiveness, assurance and empathy have significant
effect to customer�s satisfaction in the travel bureau of Iskandaria Tour and Travel.
The research is done by analyzing the service quality and inhabiting factor of the
company.
The population of this research is all customers in Iskandaria Tour and Travel who
had been serviced by this company based on sale report data on January 2014. The
quantity of the sample taken is 64 person and the sample determination technique
which is used is non-probability sampling with purposive sampling approach.
Purposive sampling is a sample determination technique based on the importance
of researcher and their criteria were determined before. The customers who had six
or more transactions were selected.
Based on the result of statistical processing data using descriptive analyzing
technique, it can be concluded that the services quality of the company is good
enough. It is proved that 20 out of 22 questions distributed had the responds of
agree and very agree above 50 %. However, there are still weakness in service
delivery that are responsiveness and assurance dimension. The percentage of agree
and very agree responds is below 50%. This included the speed to pick up
customer�s telephone and also the guarantee of service accuracy. Furthermore
based on linear regression analysis of one independent variable, the result shows
that for each variable of the services quality and customers satisfaction have a sig
point below 0,05 and it can be concluded that the services quality has significant
effect to customer satisfaction. |
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