The impact of service quality of tour leader to customer satisfaction and customer loyalty year 2016 in asia holiday tour & travel Jakarta = analisis pengaruh kualitas layanan jasa tour leader terhadap kepuasaan pelanggan dan loyalitas pelanggan tahun 2016 pada asia holiday tour & travel Jakarta

Solaiman, Kenneth Hagai and Rosalia, Meliani (2018) The impact of service quality of tour leader to customer satisfaction and customer loyalty year 2016 in asia holiday tour & travel Jakarta = analisis pengaruh kualitas layanan jasa tour leader terhadap kepuasaan pelanggan dan loyalitas pelanggan tahun 2016 pada asia holiday tour & travel Jakarta. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Customer satisfaction is the collective result of the perception, evaluation and psychological reactions to the consumer's consumption experience of a product or service. Customer satisfaction is the necessary foundation for companies to retain customer loyalty. The willingness of customer to loyal to a product or service is called customer loyalty. The aim for this research is to analyze the impact of service quality of Tour Leader to customer satisfaction and customer loyalty. The concept of this research model was developed to examine the relationship between the three variables. In this study, the authors conducted the collection of respondents by questionnaire, random sampling technique. This study used 290 respondents samples and who have used the Tour Leader services in Asia Holiday Tour & Travel. The data is processed by using SPSS 24 software.The results support the influence between service quality and customer satisfaction on customer loyalty in Asia Holiday Tour & Travel. The recommendation advice given to Asia Holiday Tour & Travel is for the company that should provide the maximum service quality satisfactory service so that customers feel satisfied and it can create customer loyalty./ Kepuasan pelanggan adalah hasil kolektif dari persepsi, evaluasi dan reaksi psikologis pengalaman konsumsi dari pelanggan terhadap suatu produk atau jasa. Kepuasan pelanggan merupakan fondasi yang diperlukan bagi perusahaan untuk mempertahankan pelanggan yang ada. Kemauan pelanggan untuk bertahan terhadap suatu produk atau jasa inilah yang disebut dengan loyalitas pelanggan. Penelitian ini dilakukan untuk menganalisa pengaruh kualitas layanan jasa dari seorang Tour Leader terhadap kepuasan pelanggan dan loyalitas pelanggan. Konsep model penelitian ini dikembangkan untuk menguji hubungan di antara ketiga variabel . Dalam penelitian ini, penulis melakukan pengumpulan responden dengan kuesioner, teknik random sampling. Penelitian ini menggunakan 300 sampel responden dan yang sudah pernah menggunakan jasa Tour Leader di Asia Holiday Tour & Travel. Data diolah dengan menggunakan software SPSS 24. Hasil penelitian mendukung adanya pengaruh antara kualitas layanan dan kepuasan pelanggan terhadap loyalitas pelanggan pada Asia Holiday Tour & Travel. Rekomendasi saran yang diberikan kepada Asia Holiday Tour & Travel yakni agar perusahaan tetap memberikan layanan maksimal kualitas layanan yang memuaskan sehingga pelanggan merasa terpuaskan dan tercipta loyalitas pelanggan.

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