Pengaruh Kualitas Pelayanan terhadap Kepuasan Pelanggan Usaha Perjalanan Wisata

Abstract

The objective of this research are to analyze the level of service quality in reliability, responsivness, assurance, empathy, and tangible dimension. Analyze the impact of service quality on customer satisfaction, as well as measure the impact of service quality on customer satisfaction. The type of research us an observethe field with a research object travelling business agents. The data collected by two methods, namely interviews with quetionnaire and observation, this study used a non probability sampling with judgement sampling method. The sample used in this study were 35 samples. The analysis used are descriptive analysis regressions. The result of regression analysis states that the variable which affect customer satisfaction are reability, responsiveness and empathy but tangible and assurance variable affecting customer satisfaction are not significant.

Key words: service quality, customer satisfaction