ANALISIS KEPUASAN KONSUMEN TERHADAP JASA PELAYANAN TRAVEL PADA CV. BENGKULU JAVA TRAVEL BENGKULU

Fadli , Nur and Syaiful, Anwar (2012) ANALISIS KEPUASAN KONSUMEN TERHADAP JASA PELAYANAN TRAVEL PADA CV. BENGKULU JAVA TRAVEL BENGKULU. Undergraduated thesis, Fakultas Ekonomi UNIB.

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Abstract

The objective of this research is to know customer's satisfaction toward service quality of CV. Bengkulu Jaya Travel Bengkulu. This Research represent type research of survey that is research taking sample from a population using questioner as compilerof the data. Data type the used is primary data which taken by questioner and secondary data which taken from the information report, reference at CV. Bengkulu Jaya Travel Bengkulu, Population in this research is all customers of CV. Bengkulu Jaya Travel Bengkulu. Method intake of sample used accidental sampling taking amounting 100 respondents. Method analyzes data the used is descriptive analysis with frequency tabulation, mean, percentage and SERVQUAL analysis. The result of data analysis show that : (1) the average perception value of reliability dimension on the 3,85 level (very satisfaction); (2) the average perception value of responsiveness dimension on the 3,72 level (very satisfaction); (3) the average perception value of assurance dimension on the 3,80 level (very satisfaction); (4) the average perception value of empathy dimension on the 3,84 level (very satisfaction); and (5) the average perception value of tangibles dimension on the 3,80 level (very satisfaction).

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