ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN ( Studi pada Tiket Garuda di PT Falah Fantastic Tour Travel Bogor)

Abstract

This research is motivated by the increasing number of business ticketing in major cities in Indonesia. The one is PT Falah Fantastic Tour, a business unit engaged in who want’s to bought ticket through online or directing . Although is PT Falah Fantastic Tour is not the only one ticket company Bogor, it is able to maintain its presence in the ticket industry competition in Indonesia, especially in Bogor.The population is the consumer who was inviting at shop and it can be transaction with telephone, and the sampel in this research is non probability method with acciental sampling method After doing a literature review and hypothesis formulation, data are collected through questionnaire method of 100 respondents of PT Falah Fantastic Tour Travel in Bogor, which is obtained by using non-probability sampling technique. Then, we analyze the data that is obtained by using multiple regression analysis. This analysis includes validity and reliability, classical assumption test, multiple regression analysis, hypothesis testing by T-test and F-test, and analysis of determination coefficien (R2). From the analysis above, we get a regression equation : Y = 0,232 X1 + 0,207 X2 + 0,171 X3 + 0,166 X4 + 0,300 X5 where the Customer satisfaction variable (Y), tangibles (X1), reliability (X2), responsiveness (X3), assurances (X4),empathy (X5), Hypothesis trial by T-test show that the three examined independent variables (tangibles ,reliability , responsiveness , assurances ,empathy )are proven having positive and significant impact toward the dependent variables of customer satisfaction. Then, from F-test can be seen that the three independent variables are proper to exmine the dependent variables of Customer Satisfaction. Adjusted R Square of 0.583 indicates that 41,7% of Customer Satisfaction variables can be explained by the three independent variables in the regression equation. While the rest 41,7% can be explained by other variables outside of the three variables used in this study.