Vana, Ramado Ivan (0555019) (2009) Pengaruh Kualitas Pelayanan Tiket Primajasa Tour terhadap Kepuasan Pelanggan pada Pemakai Jasa Travel Primajasa Tour Bandung Jakarta. Undergraduate thesis, Universitas Kristen Maranatha.
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Abstract
The paper title is “effects of ticket services quality Primajasa Tour to customer satisfaction on wearing travel service Primajasa Tour Bandung Jakarta”. Quality service is on level expected perfection and control on level that perfection serves customer wish and need. Service that is feel corresponds to expectation then customer will perceive contrariwise if service that is feel not accord with customer expectation will perceive dissatisfy. In this research independent variable is service qualiy of 5 dimension is tangible, reliability, responsiveness, assurance, empathy. Meanwhile dependent variable is customer satisfaction and other variable. Researcher takes sample as much 200 respondents and kuesioner broadcast to customer that utilize travel service. Sampling tech that is utilize is probability sampling, its specific utilize Simple Random Tech Sampling and for data processing utilize analysis double linear regression, analyisis double correlation, and analysis determinant coefficient. Analysis result double linear regression are 2 dimension that reliable is reliability and empathy so double linear regression equation is Y= 2.503-0.002 X2+0.429 X5. Analysis result double correlation coefficient is 0.390 its means variable second that have low relationship level. Analysis result determinant coefficient is 2.3% its means quality variable don’t give effects to customer satisfaction and its rests 97.7% is other variable.
| Item Type: | Thesis (Undergraduate) |
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| Uncontrolled Keywords: | Quality Service, Customer Satisfaction |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
| Divisions: | Faculty of Economics > 55 Management Department (Night Classes) |
| Depositing User: | Perpustakaan Maranatha |
| Date Deposited: | 02 Dec 2015 10:28 |
| Last Modified: | 02 Dec 2015 10:28 |
| URI: | http://repository.maranatha.edu/id/eprint/17725 |
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