Pengukuran Kualitas Layanan pada Biro Perjalanan Pariwisata Melalui Metode SERVQUAL (Studi Kasus: Biro Perjalanan XYZ)

Maulida, Syifani Kurnia and -, Ir. Much. Djunaidi S.T., M.T (2020) Pengukuran Kualitas Layanan pada Biro Perjalanan Pariwisata Melalui Metode SERVQUAL (Studi Kasus: Biro Perjalanan XYZ). Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

Tourism travel agency is a pioneer or liaison between tourists and attractions in a tourism industry. Tourist travel agency is demanded to provide good service in order to meet the satisfaction of customers or tourists who use the travel agency. Consumer satisfaction can provide quality assessments for service and servqual services. This method has 5 dimensions namely reliability (reliability), assurance (guarantee), tangible (physical evidence), empathy (empathy) and responsiveness (responsiveness). The purpose of this research is to analyze the dimensions of service quality consisting of reliability, certainty, tangible, empathy, and responsiveness at the XYZ Travel Agency, to analyze the dimensions of service quality most compared to customer satisfaction at the XYZ Travel Agency, and to provide support improvements to the dimensions of service quality that most need improvement. The results obtained are based on the calculation of the official 5dimensional servqual score which has 29 attributes that give negative results, which means that customers who have used XYZ Travel Agency services ensure they are not satisfied with the services provided. Therefore, given support for the improvement of the 5 dimensions include: providing training for tour guides to improve their abilities in the world of tourism, choose a bus driver who is experienced and proven capable of driving a vehicle safely and comfortably (inconsiderate), always provides the latest bus fleet, the best hotels, and restaurants that are famous during the trip, always according to customer expectations, and provide assistance with a fast compilation that provided give responses and immediately provide solutions that are acceptable to consumers.

Item Type:	Karya ilmiah (Skripsi)
Uncontrolled Keywords:	Travel Agency, Customer Satisfication, Service Quality, SERVQUAL
Subjects:	H Social Sciences > HD Industries. Land use. Labor H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	Fakultas Teknik > Teknik Industri
Depositing User:	SYIFANI KURNIA MAULIDA
Date Deposited:	26 Feb 2020 12:31
Last Modified:	26 Feb 2020 12:31
URI:	http://eprints.ums.ac.id/id/eprint/81916

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