ANALISIS KEPUASAN KONSUMEN DALAM KUALITAS PELAYANAN JASA TRANSPORTASI BIRO PER.JALANAN PADA CV. SAMOSIR INDAH TRAVEL MEDAN

Agustini, Fauzia (2017) ANALISIS KEPUASAN KONSUMEN DALAM KUALITAS PELAYANAN JASA TRANSPORTASI BIRO PER.JALANAN PADA CV. SAMOSIR INDAH TRAVEL MEDAN. Jurnal Bisnis Kolega, 3 (2). pp. 1-12. ISSN 2479-910X

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Abstract

The problem in this research is about services quality for customers CV Samosir Jndah Travel Medan and level of satisfaction of customers based on the characteristic of customers. This study aims to analyze the level of customer satisfaction in the use of transport services travel agency CV Samosir lndah Travel Medan. Sampling conducted by accidental sampling. The number of respondents is 80 people. lhe method of Lhe dma coLLection with structure interviews questionnaires to transport ser;ice users CV Samosir Indah Travel Meckm. The mtthod of analysis used in the data processing is Importance and Peiformance Analysis (IPA), Customer Satisfaction Index (CSI), and Chi Square Analysis. Customer Satisfaction Index results for calculation of service quality attributes of 64.40 percent. The results of the Customer Satisfaction Index scale in the range 0.51 percent to 0.65 perc:ent. This suggests transport service users CV Samosir lndah Travel Medan "Quite satisfied" with the quality nfCV Samosir Indah Travel Medan

Item Type: Article
Keywords: Consumer Satisfaction; services quality
Subjects: H Social Sciences > HF Commerce > HF5001 Business > HF5546 Office management
H Social Sciences > HF Commerce > HF5001 Business > HF5549 Personnel management. Employment management
L Education > LB Theory and practice of education > LB2300 Higher Education > LB2341 Supervision and administration. Business management
Divisions: Fakultas Ekonomi
Depositing User: Mrs Catur Dedek Khadijah
Date Deposited: 04 Dec 2020 04:43
URI: http://digilib.unimed.ac.id/id/eprint/40884

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