HUBUNGAN PELAYANAN TERHADAP KEPUASAN KONSUMEN DI QIBLAT TOUR AND TRAVEL

Risa Dhafira Darmawan, - (2024) HUBUNGAN PELAYANAN TERHADAP KEPUASAN KONSUMEN DI QIBLAT TOUR AND TRAVEL. S1 thesis, Universitas Pendidikan Indonesia.

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Abstract

Kualitas pelayanan sangat berpengaruh besar terhadap kepuasaan konsumen karena kualitas pelayanan berfokus terhadap upaya pemenuhan keinginan dan kebutuhan konsumen, Dengan pelayanan yang berkualitas yang diberikan perusahaan akan berpengaruh kepada tingkat kepuasaan pelanggan, Meningkatnya kualitas pelayanan yang diberikan oleh perusahaan dilihat dari bagaimana kualitas pelayanan yang diberikan apakah kualitas pelayanan yang diberikan sesuai dengan harapan pelanggan atau tidak. Penelitian ini menggunakan pendekatan kuantitatif berdasarkan informasi statistika, dengan desain penelitian korelasional. Penelitian ini ingin menguji pengaruh kualitas pelayanan terhadap kepuasan konsumen di Qiblat Tour, oleh sebab itu penelitian ini menggunakan penelitian kuantitatif dengan metode korelasional. Pada penelitian kualitas pelayanan diurakan menjadi lima dimensi yaitu Tangibility, Realibility, Responsibviness, Assurance, Emphaty. Dalam penelitian ini dapat disimpulkan bahwa kualitas pelayanan berpengaruh terhadap kepuasan konsumen. Disimpulkan bahwa hubungan korelasi antara kedua variable tersebut memiliki hubungan pada kategori korelasi kuat, koefisien regresi tersebut bernilai positif, kemudian, berdasarkan hasil dari penelitian ini, yaitu memperoleh hasil kualitas pelayanan yang diberikan Qiblat Tour mempunyai pengaruh yang signifikan terhadap kepuasan konsumen. Kata Kunci: Kualitas Pelayanan, Konsumen, Kepuasan Service quality has a big influence on consumer satisfaction because service quality focuses on efforts to fulfill consumer desires and needs. With the quality service provided by the company it will influence the level of customer satisfaction. Increasing the quality of service provided by the company can be seen from the quality of the service provided. the service provided is in accordance with customer expectations or not. This research uses a quantitative approach based on statistical information, with a correlational research design. This research wants to test the effect of service quality on consumer satisfaction at Qibla Tour, therefore this research uses quantitative research with correlational methods. In research, service quality is divided into five dimensions, namely Tangibility, Reliability, Responsibility, Assurance, Emphaty. In this research it can be concluded that service quality influences consumer satisfaction. It was concluded that the correlation relationship between these two variables has a relationship in the strong correlation category, the regression coefficient is positive, then, based on the results of this research, the results obtained are that the quality of service provided by Qibla Tour has a significant influence on consumer satisfaction. Keywords: Service Quality, Consumers, Satisfaction

Item Type:	Thesis (S1)
Additional Information:	ID SINTA Dosen Pembimbing Oman Sukirman: 5992874 Dally Nur Arif: 6745748
Uncontrolled Keywords:	Kualitas Pelayanan, Konsumen, Kepuasan
Subjects:	L Education > L Education (General)
Divisions:	UPI Kampus Sumedang > S1 Industri Pariwisata
Depositing User:	Kampus Daerah UPI Sumedang
Date Deposited:	08 Oct 2024 07:42
Last Modified:	08 Oct 2024 07:42
URI:	http://repository.upi.edu/id/eprint/127247

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