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The Influence Of The Quality Of Service To Customer Satisfaction In Travel Tourist Bureau Of PT Marga Indonesia

Tugas Akhir, 003 / 2014 / UPW
Undergraduate Theses from JBPTPPOLBAN / 2018-05-03 15:39:39
Oleh : Adhe Mahdalena - 115221001 (adhemahdalena53@gmail.com)
Dibuat : 2018-05-03, dengan 4 file

Keyword : Kualitas Pelayanan, Tangible, Empathy, Reliability, Responsiveness, Assurance dan Kepuasan Pelanggan
Subjek : Quality Of Service, Tangible, Empathy, Reliability, Responsiveness, Assurance And Customer Satisfaction

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan pada Biro Perjalanan Wisata PT. Marga Indonesia. Penelitian ini bertujuan untuk menganalisis pengaruh kualitas pelayanan yang diterima berupa Tangible, Empathy, Reliability, Responsiveness, dan Assurance terhadap tingkat Kepuasan Pelanggan pada Biro Perjalanan Wisata PT Marga Indonesia. Data dalam penelitian ini diperoleh dari studi kepustakaan, observasi, wawancara, dan kuesioner. Pengisian kuesioner diukur melalui skala Likert dan untuk metode analisis data yang digunakan adalah metode analisis regresi linear sederhana dan analisis koefisien determinasi. Metode penelitian ini dimaksudkan untuk mengungkap hubungan dan pengaruh antar variabel melalui pengujian hipotesis melalui uji t. Penelitian ini mengambil sampel sebesar 100 responden dari suatu populasi dengan menggunakan teknik accidental sampling. Hasil penelitian menunjukkan bahwa kualitas pelayanan yang diterima berupa Tangible, Empathy, Reliability, Responsiveness, dan Assurance secara simultan berpengaruh terhadap tingkat kepuasan pelanggan PT Marga Indonesia. Dari penelitian ini diperoleh nilai R square sebesar 0,681, yang artinya seluruh variabel bebas yakni Tangible, Empathy, Reliability, Responsiveness, dan Assurance mempunyai kontribusi pengaruh sebesar 68,1% terhadap variabel terikat yaitu Kepuasan Pelanggan, sedangkan 31,9% sisanya dipengaruhi oleh variabel lain yang tidak diteliti. Kata kunci: Kualitas Pelayanan, Tangible, Empathy, Reliability, Responsiveness, Assurance dan Kepuasan Pelanggan.

Deskripsi Alternatif :

The influence of the quality of service to customer satisfaction in travel tourist bureau PT Marga Indonesia. The research is to analyze influence service quality accepted form of tangible, empathy, reliability, responsiveness, and assurance the customer satisfaction in travel tourist bureau PT Marga Indonesia. Data in research is obtained from study kepustakaan, observation, interview and a questionnaire. Charging a questionnaire measured through scale Likert for methods and analysis of data used is a method of analysis linear regression simple and analysis coefficient of determination. Method this research intended to uncover relations and influence among variables through the testing of hypotheses through test q. this research take samples equal to 100 respondents from a population with used technique accidental sampling. The result showed that service quality accepted form of tangible, empathy, reliability, responsiveness, assurance and simultaneously impact on the level of customer satisfaction in PT Marga Indonesia. Of research is obtained value r square of 0,681, which means all variables free namely tangible, empathy, reliability, responsiveness, and assurance have contribution influence of 68,1 % against variable bound namely customer satisfaction, while 31,9 % the rest affected by another variable. Keywords: Quality Of Service, Tangible, Empathy, Reliability, Responsiveness, Assurance And Customer Satisfaction.

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