PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PENUMPANG PADA NIAGA TRAVEL MALANG

YUDHA R., RIZKI (2008) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PENUMPANG PADA NIAGA TRAVEL MALANG. Other thesis, University of Muhammadiyah Malang.

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Abstract

For transportation company service, one of the most important thing is giving the best quality to the passenger. There are five quality dimension service quality reliability, responsiveness, assurance, empathy and tangibles, whereas this variable above have a powerful effect toward costumer satisfaction to service quality which given by company. This research is a survey research. Where the researcher doing an observation in collecting data which have done at Niaga Travel of Malang with address Jln. Teluk Etna III/ 1 Malang with research title ”The Effect Of Quality Service Toward Passenger Satisfaction At Niaga Travel Of Malang” The research purposes are first, to know the effect of variable which include tangibles, reliability, responsiveness, assurance and empathy toward passenger satisfaction at Niaga Travel of Malang. The second, to know the dominant variable which have powerful effect toward passenger satisfaction at Niaga Travel of Malang. The result and discussion, obtained conclusion that service quality which include tangibles, reliability, responsiveness, assurance and empathy effecting significantly toward passenger satisfaction which using or had used the service of Niaga Travel with Malang Banyuwangi direction. From the service quality variable whis have given by Niaga Travel with Malang Banyuwangi direction, is revealed that reliability variable has giving huge contribution toward passenger satisfaction at Niaga Travel of Malang. Some advices that can give to the company is hopefully Niaga Travel can maintain the departure and arrival punctuality schedule. To increase the costumer satisfaction, so hopefully Niaga Travel always endeavor to increase the services to passenger in journey and give an assurance to passenger savety

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: 11 Jun 2012 04:03
Last Modified: 11 Jun 2012 04:03
URI: http://eprints.umm.ac.id/id/eprint/7054

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