ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN DI EXPLORE BROMO TOUR & TRAVEL
Keywords:
Biro Perjalanan Wisata, Explore Bromo Tour and Travel, Kualitas Pelayanan, Kepuasan PelangganAbstract
Explore Bromo Tour & Travel is a company engaged in the field of travel agency services, is required to prioritize the quality of service to customers or tourists. The purpose of this study was to determine and analyze the effect of service quality on customer satisfaction partially on Explore Bromo Tour and Travel. The approach chosen in this research is a quantitative approach with the type of correlation research. The population in this study are customers who use Explore Bromo Tour and Travel services, from April to October 2021. The sample in this study uses the Probability Sampling technique, the type of method is Simple Random Sampling totaling 52 customers who use Explore Bromo Tour and Travel services. from April to October 2022. Data collection techniques used interviews and questionnaires. The results of the study can be concluded that the calculation of t arithmetic is bigger than t table, with the result of 7.543 which shows apartially significant influence between service quality consisting of Tangible, Reliability, Responsiveness, Assurance and Empathy on customer satisfaction Explore Bromo Tour and Travel Malang. Reliability factor is the most influential factor on customer satisfaction Explore Bromo Tour and Travel Malang
References
Adjunu, M. I., Juanna, A., & Abdussamad, Z. (2022). Pengaruh kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada Pt. Pos Indonesia Persero Cabang Gorontalo. Jurnal Ilmiah Manajemen Dan Bisnis, 4(3), 39–48. https://ejurnal.ung.ac.id/index.php/JIMB/article/view/13468
Brilliance Hymy Imanuel dan Sherly Tanoto, S.Psi., M. C. (Extn). (2019). Pengaruh Kualitas Layanan Terhadap Kepuasan Pelanggan Di PT Hastaco Tour and Travel. Agora, 7(1), 1–8.
Cuhanazriansyah, M. R., & Giatman, M. (2021). Kualitas Pelayanan dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan DANA pada masa Physical Distancing Pendahuluan. 5(2), 311–319.
Hussain, R., Nasser, A. Al, & Hussain, Y. K. (2014). Service quality and customer satisfaction of a UAE-based airline : An empirical investigation Journal of Air Transport Management Service quality and customer satisfaction of a UAE-based airline : An empirical investigation. Journal of Air Transport Management, 42(October), 167–175. https://doi.org/10.1016/j.jairtraman.2014.10.001
Kee, N., Tsang, F., Lai, M. T. H., Law, R., Kee, N., Tsang, F., Lai, M. T. H., & E-, R. L. M. (2010). Measuring E-Service Quality for Online Travel Agencies Measuring E-Service Quality for Online Travel Agencies. September 2022. https://doi.org/10.1080/10548401003744743
Kotler, Philip dan Armstrong, Gary. (2012). Principles of Marketing. New Jersey: Prentice Hall.
Nahdlatul, U., Mataram, W., Kualitas, P., Terhadap, P., Musniasih, K., & Sampel, P. (2016). PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN ( Studi Kasus PT Persero Rayon Lombok Timur ) PENDAHULUAN Rumusan Masalah METODE PENELITIAN. 10(1), 139–143.
Oh, H., & Kim, K. K. (2017). Customer Satisfaction , Service Quality , and Customer Value : Years 2000-2015 International Journal of Contemporary Hospitality Management Article information : October. https://doi.org/10.1108/IJCHM-10-2015-0594
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (2009). Model Service Its Quality and Implications for Future. 49(4), 41–50.
Setiawan, A., Qomariah, N., & Hermawan, H. (2019). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen. 9(2), 114–126.
Soleimani, A. G., & Einolahzadeh, H. (2018). The influence of service quality on revisit intention : The mediating role of WOM and satisfaction ( Case study : Guilan travel agencies ) Ali Gholipour Soleimani and Hannaneh Einolahzadeh. March 2019. https://doi.org/10.1080/23311886.2018.1560651
Taupik Ismail. (2021). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Kantor Indihome Gegerkalong Di Kota Bandung. Jurnal Ilmiah MEA (Manajemen, Ekonomi, Dan Akuntansi), 5(3), 413–423.
Wibowo, P. A., & Muhtarom, A. (2018). DETERMINASI KUALITAS PELAYANAN: RELIABILITHY, ASSURANCE, TANGIBLE, EMPATHY, RESPONSIVENESS TERHADAP KEPUASAN PELANGGAN (Studi Kasus Pada J&T Express Lamongan). Jurnal Manajemen, 3(2), 664. https://doi.org/10.30736/jpim.v3i2.182
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2023 I Putu Sudhyana Mecha, Randhi Nanang Darmawan, Rosilia Putri Tania
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.