GDL

Analysis Of Customer Service Quality At Baraya Travel Bandung

Tugas Akhir, 060 / 2019 / ABS
Undergraduate Theses from JBPTPPOLBAN / 2020-02-17 09:52:30
Oleh : Reyhan Fariha - 165211062 (reyhan.fariha.abs16@polban.ac.id)
Dibuat : 2020-02-17, dengan 4 file

Keyword : kualitas pelayanan, pelanggan, Baraya Travel Bandung
Subjek : service quality, customer, Baraya Travel Bandung

Persaingan usaha pada jasa layanan transportasi darat shuttle travel cukup ketat. Terdapat 18 perusahaan di Kota Bandung yang bergerak di bidang jasa transportasi darat shuttle travel dengan pelayanan dan tarif yang beragam. Baraya Travel merupakan salah satu perusahaan shuttle travel. Terdapat 52 keluhan pelanggan yang dilaporkan pada sosial media Baraya Travel dan mayoritas melaporkan mengenai pelayanan. Berdasarkan masalah tersebut, dilakukan penelitian yang bertujuan untuk mengetahui kualitas pelayanan pelanggan Baraya Travel Bandung. Kualitas pelayanan diukur menggunakan lima dimensi yakni tangibles, empathy, reliability, responsiveness, dan assurance (Wilson et al., 2018). Penelitian ini menggunakan metode deskriptif kuantitatif dengan melibatkan 106 responden pelanggan Baraya Travel Bandung. Penelitian ini menggunakan alat statistik berupa mean, nilai minimum, nilai maksimum, dan standar deviasi. Berdasarkan hasil analisis statistik deskriptif diketahui bahwa kualitas pelayanan pelanggan Baraya Travel Bandung termasuk ke dalam kategori cukup baik. Hasil statistik juga menunjukkan bahwa dimensi assurance merupakan dimensi dengan nilai tertinggi, sedangkan tangible merupakan dimensi dengan nilai terendah. Oleh karena itu, untuk meningkatkan kualitas pelayanan Baraya travel menjadi lebih baik, maka beberapa dimensi perlu diperbaiki seperti melakukan servis berkala terhadap kendaraan yang digunakan agar kerusakan dapat di antisipasi. Kemudian memperhatikan kebersihan ruang tunggu Baraya. Selain itu, perusahaan perlu mengatasi masalah jadwal keberangkatan, kemudian memberikan pelayanan yang cepat dan tepat, dan perusahaan perlu memiliki karyawan khusus untuk menangani keluhan pelanggan. Kata kunci: kualitas pelayanan, pelanggan, Baraya Travel Bandung.

Deskripsi Alternatif :

Business competition in shuttle travel transportation services is quite strict. There are 18 companies in the city of Bandung that are engaged in shuttle travel transportation services with diverse services and rates. Baraya Travel is one of the shuttle travel companies. There were 52 customer complaints reported on Baraya Travel's social media and the majority reported on services. Based on these problems, research was conducted which aims to determine the quality of customer service in Bandung Baraya Travel. Service quality is measured using five dimensions namely tangibles, empathy, reliability, responsiveness, and assurance (Wilson et al., 2018). This study uses a quantitative descriptive method involving 106 respondents of Bandung Baraya Travel customers. This study uses statistical tools in the form of mean, minimum value, maximum value, and standard deviation. Based on the results of descriptive statistical analysis it is known that the quality of customer service in Bandung Travel Baraya belongs to the fairly good category. The statistical results also show that the assurance dimension is the highest value dimension, whereas tangible is the lowest value dimension. Therefore, to improve the quality of Baraya travel services to be better, then several dimensions need to be improved, such as periodic servicing of vehicles used so that damage can be anticipated. Then pay attention to the cleanliness of Baraya's waiting room. In addition, the company needs to overcome the problem of scheduled departures, then provide fast and appropriate services, and the company needs to have special employees to handle customer complaints. Keywords: service quality, customer, Baraya Travel Bandung.

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