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

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).