ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PENUMPANG PADA TRAVEL ”BALI PRIMA” MALANG

ROBERTO, ANTONI (2010) ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PENUMPANG PADA TRAVEL ”BALI PRIMA” MALANG. Other thesis, University of Muhammadiyah Malang.

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Abstract

Basically found five determinants on existing service quality, that is cover direct proof (tangibles), reliability (reliability), conception (responsiveness), guarantee (assurance) and attention (emphaty), where is variable or determinant can influential towards consumer satisfaction on service quality that given side companies. Watchfulness kind that do this watchfulness survey, where does researcher do observation in data collecting that done in travel “Bali Prima” Malang with watchfulness title “Service quality towards satisfaction in travel “Bali Prima” Malang”. This watchfulness aim detects service quality that cover direct proof variable (tangibles), reliability (reliability), conception (responsiveness), guarantee (assurance) and attention (emphaty) influential significant towards occupant satisfaction in travel “Bali Prima” Malang and to detect variable that has biggest contribution towards consumer satisfaction towards occupant in travel “Bali Prima” Malang. Based on watchfulness result and discussion by using logistics regression analysis that done so can be pulled conclusion that service quality that cover direct proof variable (tangibles), reliability (reliability), conception (responsiveveness), guarantee (assurance) and attention (emphaty) influential significant towards occupant satisfaction in travel “Bali Prima” Malang. direct proof variable (tangibles) has biggest contribution towards occupant satisfaction in travel “Bali Prima” Malang. Suggestion that submitted in this watchfulness especially for travel “Bali Prima” Malang that is to defends occupant satisfaction so should manager side travel “Bali Prima” Malang always out for increase service and attention to occupant begins from moment ticket order, moment and give guarantee on occupant welfare with always out for on time good process also arrival. Supposed side travel “Bali Prima” Malang to always pay attention on completion facilities (audio for example, ac, wet tissue), always watch over seat cleanliness with supposedly manager side to operate vehicle that still proper road so that doesn't evoke troubleshoot that can harm occupant.

Item Type: Thesis (Other)
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Faculty of Economic > Department of Management
Depositing User: Rayi Tegar Pamungkas
Date Deposited: 30 Mar 2012 07:08
Last Modified: 30 Mar 2012 07:08
URI: http://eprints.umm.ac.id/id/eprint/1480

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