ANALISIS KUALITAS PELAYANAN KONSUMENPADA KIRANA TRAVEL(Studi Terhadap Kirana Travel Malang)

FITRIYAH, FITRIYAH (2009) ANALISIS KUALITAS PELAYANAN KONSUMENPADA KIRANA TRAVEL(Studi Terhadap Kirana Travel Malang). Other thesis, University of Muhammadiyah Malang.

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Abstract

Done research type is research of survey, where researcher do observation in data collecting, researcher only noting data as it is, analysing and interpreteng the data, with title: analysis of is quality of service of consumer at travel(studi kirana to unlucky travel kirana). Intention of this research is to know the quality of service of consumer at travel kirana. as for usefulness of research which wish to be reached specially to company, expected can give input on the side of company of untuuk find better strategy utilize to comprehend consumer. to know the quality of service at travel kirana hence used by tabulation analysis modestly, modus and span scale. Pursuant to result of analysis span scale can know that direct evidence variable value scored a point equal to 370,67 meaning that direct evidence at travel kirana covering facility of tv, tape, ac, and wet tissue, seat and appearance of employees enter in good category. result of calculation flatten- flatten to span scale scored a point equal to 372 meaning that mainstay variable at travel kirana covering ability of driver run administration procedure and car and also payment is goodness. the condition can prove travel kirana have been able to give an trust to consumer during journey to location. Result of calculation flatten- flatten to span comments variable scale covering employees in giving information, employees quickly listen carefully to sigh, employees assist wafting goods lift on and lift off scored a point equal to 377,67 meaning that comments variable at travel kirana is goodness. from result of calculation flatten- flatten to span guarantee variable scale scored a point equal to 375,5 meaning that guarantee variable at travel kirana covering replacement of ticket in the event of departure time and delay on schedule enter in good category. pursuant to result of calculation flatten- flatten to span attention variable scale scored a point equal to 380 meaning that attention at travel kirana covering armada of is transportation of giving attention individually, paying attention wafting goods in order not to lose and all armada give clarification concerning service tariff enter in good category. Suggestion which is raised in this research is expected by company party/ side to be more pay attention of physical facility exist in vehicle, that is for example hitting place of dudu, ac, other facility and tv able to give passenger freshment in journey. at other side of company also provide appliance- security appliance in the event of accident, on the chance of earning meminimilkan the happening of soul/ head victim able to happened. in pricing expected by company also pay attention to the quality of passed to service is passenger, so that passenger do not feel getting disadvantage after using service of company.

Item Type: Thesis (Other)
Subjects: H Social Sciences > HB Economic Theory
Divisions: Faculty of Economic > Department of Management
Depositing User: Anwar Jasin
Date Deposited: 19 Apr 2012 03:48
Last Modified: 19 Apr 2012 03:48
URI: http://eprints.umm.ac.id/id/eprint/2430

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