ANALISIS PENGARUH KUALITAS PELAYANAN GARUDA INDONESIA AIRLINES TERHADAP KEPUASAN KONSUMEN DI KOTA SURAKARTA
ABSTRACT: This research is
aimed to investigate and analyze suitability between important element’s
service customer or passengers with performance carried out Garuda Indonesia
Airlines, to investigate influence significant between dimension of tangibles,
reliability, responsiveness, assurance and emphaty toward satisfaction
passengers Garuda Indonesia Airlines and for to investigate influence dominant
dimension toward satisfaction passengers Garuda Indonesia Airlines.
This research is survey to Garuda Indonesia Airlines customer in
Surakarta branch. Sample were taken by
simple random sampling and sampel size within this research is amount 110.
Data analyzed using validity and reliability test; gap
analysis, multiple linear regression
analysis shows that there are five dimensions of tangibles, reliability,
responsiveness, assurance, emphaty. And also using t test, F test,
determination coefficient (R2). The sugesstion in research is Garuda Indonesia
Airlines management inspect and examine service quality bringed about Garuda
management specially reconsider of tangibles, reliability, responsiveness,
assurance and emphaty dimension.
Penulis: Ariefah Yulandari
Kode Jurnal: jpfarmasidd100031
