PENGARUH KUALITAS PELAYANAN DIVISI TICKETING TERHADAP KEPUASAN PELANGGAN DI PT. TUNGGAL TOUR AND TRAVEL PEKANBARU
Abstract: This study aims to
determine whether the dimensions of service quality that is tangible,
reliability, responsiveness, assurance, and empathy influence on consumer
satisfaction, PT. Tunggal Tour and Travel and analyze the most dominant factor
in influencing customer satisfaction PT. Tunggal Tour and Travel. The
population in this study is the customers who come to PT. Tunggal Tour and
Travel. Samples were taken of 100 respondents by using the technique of
Non-Probability Sampling with Accidental sampling approach, the sampling
technique is based on chance, ie, who happened to meet with researchers can be
sampled as it sees fit. Based on the research results, it is obtained the
following regression equation: Y = -3.861 + 0.313 0,318 x1 + x2 + x3 + 0.284
0.174 0.108 x4 + x5 + e. Based on statistical data analysis, the indicators in
this study are valid and variables are reliable. In the classical assumption
test, regression models multikolonieritas free, does not occur
heteroscedasticity, and normal distribution. Individual sequence of each of the
most influential variable is the variable responsiveness with regression
coefficient of 0.318, and reliability with a regression coefficient of 0.313,
followed by empathy with a regression coefficient of 0.284, and the assurance
with regression coefficient of 0.174 whereas the most influential variable tangibles
with a low regression coefficient is 0.108. PT. Single Tour and Travel needs to
maintain the elements that have been considered good by customers as well as
the need memperbaikihal that are still lacking.
Key words: quality of service,
tangible, reliability, responsiveness, assurance, empathy, customer
satisfaction
Penulis: Cindy Abama Rumengan,
Andi M Rifiyan Arief
Kode Jurnal: jpmanajemendd140761
