ANALISIS PENGARUH KUALITAS PELAYANAN INTI DAN KUALITAS PELAYANAN PERIPHERAL TERHADAP MINAT WORD OF MOUTH DENGAN KEPUASAN SEBAGAI VARIABEL INTERVENING Studi Kasus Pada Jama’ah PT Farfaza Astatama Jakarta

Abstract

Nowdays, the need for a travel that is originally a tertiary requirement slowly becomes a secondary or maybe even a primary requirement as the effect of society's increasing economic welfare. As a result, a high number of companies in travel industry face a tight competition. Almost every element of this industry offer various number of travel package, from airline companies, hotels, registered or non-registered travel agents. One that is growing rapidly is Hajj and Umrah travel package. Large number of muslim population is one of several reasons that make this industry always growing without pauses. PT. Farfaza Astatama is a company that run in travel industry specializes in Hajj and Umrah. This study aims to determine whether the core and peripheral quality service affect the customers satisfaction resulting in the customers willingness to do the word-of-mouth advertising in PT Farfaza Astatama. The samples used in this study were 400 people who have used the services of PT Farfaza Astatama. Data was collected through questionnaire method obtained by using Non Probability Sampling techniques. The questionnaire is distribute in April until August 2015. Analysis is conducted multiple regression analysis, while the stages of testing is to test the validity, reliability test, the classic assumption test, multiple regression analysis, hypothesis testing through F test and t test, regression coefficient and Sobel test to test the intervening variables or variable link. The results showed that the variable quality of core services and service quality peripherals positive and significant effect on the variable satisfaction. Variable service quality peripherals greatest impact on satisfaction variable and indirect influence on the interest word of mouth, followed by the variable quality of the core service and satisfaction.