GDL

The Influence of Service Quality on Customer Loyalty of Member of Garuda Frequent Flyer in PT Garuda Indonesia Branch Office Bandung

Tugas Akhir, 016 / 2013 / UPW
Undergraduate Theses from JBPTPPOLBAN / 2017-03-29 11:45:13
Oleh : Mita Amalia - 105221021 (amaliamita15@gmail.com)
Dibuat : 2017-03-29, dengan 4 file

Keyword : Kualitas Pelayanan Jasa, Loyalitas Pelanggan, Garuda Frequent Flyer
Subjek : Services Quality, Customer Loyalty, Garuda Frequent Flyer

PT Garuda Indonesia Cabang Bandung merupakan salah satu kantor cabang penjualan maskapai penerbangan Garuda yang berada di Kota Bandung yang melayani seperti layanan jasa tiket domestik dan internasional, city check-in, dan layanan bagi anggota Garuda Frequent Flyer (award ticket, atau upgrade award). Garuda Frequent Flyer merupakan program layanan apresiasi pelanggan untuk memperoleh kesempatan mengumpulkan mileage sesuai dengan jarak penerbangan yang dilakukan. Tujuan dari penelitian ini adalah untuk mengungkap sejauh mana pengaruh Kualitas Pelayanan (X) terhadap Loyalitas Pelanggan (Y) member Garuda Frequent Flyer. Menurut Parasuraman, Zeithaml dan Bitner (dalam Tjiptono dan Chandra, 2007) mengemukakan ada lima dimensi kualitas pelayanan yaitu tangibles, emphaty, reliability, responsiveness, dan assurance. Menurut Griffin terjemahan Yahya (2005) menyebutkan karakteristik dari loyalitas pelanggan yaitu melakukan pembelian berulang secara teratur, membeli antarlini produk/jasa, mereferensikan kepada orang lain, menunjukkan kekebalan terhadap tarikan dari pesaing. Populasi penelitian ini adalah seluruh member Garuda Frequent Flyer (GFF) yang sedang menggunakan layanan reservasi tiket di PT Garuda Indonesia Cabang Bandung. Sampel penelitian ini sebanyak 127 responden dengan pengumpulan data melalui kuesioner. Hipotesis dari penelitian ini adalah terdapat pengaruh kualitas pelayanan terhadap loyalitas pelanggan di PT Garuda Indonesia Cabang Bandung. Hasil penelitian menunjukkan adanya pengaruh kualitas pelayanan yang sangat kuat terhadap loyalitas pelanggan. Dari beberapa dimensi kualitas pelayanan yang sangat berpengaruh adalah dimensi assurance yang pernyataannya terdiri dari petugas melayani dengan sopan, nyaman selama berkunjung, dan informasi dari petugas dapat dipercaya. Sebaliknya, hasil penelitian yang dinilai cukup berdasarkan dimensi tangibles yang menyatakan area parkir kurang memadai. Kata kunci: Kualitas Pelayanan Jasa, Loyalitas Pelanggan, Garuda Frequent Flyer.

Deskripsi Alternatif :

PT Garuda Indonesia Bandung is one of the Branch offices of Garuda airline sales in the city of Bandung which serve as service domestic and international tickets, city check-ins, and services for members of Garuda Frequent Flyer (award ticket or upgrade award). Garuda Frequent Flyer is a program for gaining customer appreciation service opportunity raise mileage according to flight distance. The purpose of this research is to uncover the extent of the influence of the quality of service (X) toward customer loyalty (Y) Garuda Frequent Flyer member. By Parasuraman, Zeithaml and Bitner (Tjiptono and Chandra, 2007) suggests there are five dimensions of service quality of tangibles, reliability, responsiveness, emphaty and assurance. According to Griffin's translation of Yahya (2005) mentions the characteristics of customer loyalty that is repeated regularly purchase, purchase antarlini products/services, refer to others, showing immunity to pull out of the competition. The population of this research is the entire members of Garuda Frequent Flyer (GFF) is using a ticket reservation service, PT Garuda Indonesia Bandung Branch. The sample of this research as many as 127 respondents with data collection through questionnaire. The hypothesis of this research is the influence of the quality of service to the customer loyalty of PT Garuda Indonesia Bandung Branch. The results showed the influence of the quality of service that is very strong on customer loyalty. Of the several dimensions of service quality which is very influential is the dimension of the statement of assurance officers serve with courteous, comfortable during visits, and information from the police can be trusted. Instead, the research results are evaluated fairly based on the dimensions of the tangibles that inadequate parking area. Keywords: Services Quality, Customer Loyalty, Garuda Frequent Flyer.

Beri Komentar ?#(0) | Bookmark

Properti	Nilai Properti
ID Publisher	JBPTPPOLBAN
Organisasi
Nama Kontak	Erlin Arvelina
Alamat	Jl. Trsn. Gegerkalong Hilir Ds. Ciwaruga
Kota	Bandung
Daerah	Jawa Barat
Negara	Indonesia
Telepon	022 201 3789 ext. 168, 169, 239
Fax	022 201 3889
E-mail Administrator	erlin.arvelina@polban.ac.id
E-mail CKO	erlin.arvelina@polban.ac.id