THE ANALYSIS SERVICE QUALITY TOWARD CUSTOMER SATISFACTION OF GANUMBA TOUR & TRAVEL TELUKDALAM KABUPATEN NIAS SELATAN
Article Sidebar
Main Article Content
Abstract
The objetive of this research is service quality toward customer Satisfaction Of Ganumba Tour & Travel Telukdalam Kabupaten Nias Selatan. This Researsh represent type research of survey that is research taking sample from a population using qusetoner as complier of the data. Data type the used id primary data which taken by questiner and secondary data which taken from the information report, referensi at Ganumba Tour & Travel Telukdalam Kabupaten Nias Selatan. Population ini this rsearch is all customers of Ganumba Tour & Travel Telukdalam Kabupaten Nias Selatan. Method intake of sample used accindental sampling taking amounting 100 respondents. Method analyzes data used is descriptive analysis with frequncy tabulation, mean, dan pencentage. The result of data amalysis show that: (1) the average perception value of realibility dimension on the 3,91 level (very satisfaction); (2) the average perception value of responsiveness dimension on the 3,90 level (very satisfaction); (3) the average perception value of assurance dimension on the 3,91 level (very satisfaction); (4) the average perception value of emphaty dimension on the 3,90 level ( very satisfaction); and (5) the average perception value of tangibles dimension on the 3,91 (very satisfaction).
Article Details
References
Armstrong, Garry, 1996. Principles of Marketing, Seventh Edition, International editrion,prentice Hall,Inc.,Englewood cliffs, new jersey.
Barkley, Bruce T and James H Saylor. 1994. Custumer Driven Project Management, A New paradigm in total Quality Implemantation Singapore
Cooper D.R., dan Emory, CW., 1996. Metode Penelitian Survey, Rajawali Prehalindo, Jakarta.
Garpersz, Vincent, 2002, Manajemen kualitas dalam Industri jasa. Gramedia Pustaka utama, Jakarta.
Ghozali, Imam, 2005. Metode Penelitian Survey, Andi Offset, Yogyakarta
Keegan, Warren J., 1997. Manajemen Pemasaran global, edisi bahasa Indonesia, Jilid 2, Prenhallindo, Jakarta.
Kotler, Philip, 1997. Majemen Pemasaran: Analisis, Perencanaan, Implementasi dan pengendalian, (edisi kedelapan, terjemahan Arcella Ariwati Hermawan) Jakarta: Salemba Empat.
_______, 2001. Manajemen Pemasaran global, Edisi Bahasa Indonesia Jilid II, Pressindo, Jakarta.
Lukman, Sampara, 1999 “Visi, Misi, dan Manajemen Pelayanan Prima”. Makalah dalam Lokakarya Strategi pengemabangan Pelayanan umum di lingkungan Pemerintah Daerah, Cisarua, Bogor.
Munir, 1998. Manajemen pelayanan umum Indonesia. Jakarta: Bumi Aksara.
Payne, Andrian, 2000. Pemasaran Jasa (The Essence of seervice Marketing), Terjemahan Fandy Tjiptono, Edisi 1, Cet.1, Yogyakarta, Andi
Sekaran, Uma, 2003. Metodologi Research, Prenhallindo, Jakarta.
Sugiarto, Endar, 1999. Psikologi Pelayanan dalam Industri jasa. Jakarta : PT Gramedia Pustaka Utama
Sugiyono, 2005. Metode Penelitian Bisnis. Bandung: CV Alfabeta.
Supranto, J., 2001. Pengukuran tingkat Kepuasan Pelanggan: untuk menaikan pangsa pasar. .Jakarta: Rineka Cipta.
Swastha, Basu, dan Irawan, Fandy, 1990. Manajemen Pemasaran jasa, Andi Offset, Yogyakarta.
Tjiptono Fandy, 1996. Manajemen Jasa. Yogyakarta: Andi
_______,2000. Prinsip – Prinsip total Quality Service. Yogyakarta: Andi
_______,2000. Strategi Pemasaran, Edisi kedua, Andi Offset, Yogyakarta.
Winardi, 1991. Manajemen Pelayanan umum, BPFE, Yogyakarta.