HUBUNGAN PENYAMPAIAN JASA DENGAN LOYALITAS PELANGGAN PADA TRAVEL PT DAGO WISATA INTERNASIONAL (UMRAH)

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HUBUNGAN PENYAMPAIAN JASA DENGAN LOYALITAS PELANGGAN PADA TRAVEL PT DAGO WISATA INTERNASIONAL (UMRAH)

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Title: HUBUNGAN PENYAMPAIAN JASA DENGAN LOYALITAS PELANGGAN PADA TRAVEL PT DAGO WISATA INTERNASIONAL (UMRAH)
Author: Arifa, Indri Aghnina
Abstract: The ability to not give the customer the best waiter is the most important thing that should be owned by the company that the company's main objectives can be achieved. Giving good service is a service given in accordance with the wishes and needs of the passengers themselves. Companies that provide maid service that was promised would lead to a willingness of customers to make purchases back to the company concerned. I did this research titled Service Delivery Relationship With Customer Loyalty In Travel PT Dago Wisata Internasional (Umrah). The independent variable and dependent variable is service delivery and customer loyalty. The purpose of this study was to analyze customer responses to service delivery. To analyze customer loyalty and to analyze the relationship between the delivery of travel services with customer loyalty in PT Dago Wisata Internasional (Umrah). The research method used is a useful explanatory method to explain the causal relationship between variables by testing the hypothesis with data collection techniques through interviews and questionnaires with a sample of 111 people from a population of 125. The results showed that simultaneous tangible, empathy, reliability, responsiveness and assurance have a significant relationship. While the partial results showed on the sub variables where responsiveness and empathy have a weak relationship with customer loyalty. This is in contrast to research conducted Lo liang Kheng et.all where sub variable reliability showed no effect whereas the responsiveness showed similarity has no effect, while in this study had a weak relationship. Customer loyalty in PT Dago Wisata Internasional (Umrah) as a whole has an average value of 3.88, which means that high because it is in the interval from 3.40 to 4.19. This shows that consumers are satisfied with the delivery of services provided by PT Dago International Travel (Umrah).
URI: http://repository.widyatama.ac.id/xmlui/handle/123456789/3072
Date: 2014


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