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

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