PENGARUH KUALITAS PELAYANAN TOUR LEADER TERHADAP KEPUASAN PELANGGAN PADA PT WISATA LIBURAN HAKIKI (HAKIKI LEISURE)

NYIMAS ZAKIA YULIANI, . (2024) PENGARUH KUALITAS PELAYANAN TOUR LEADER TERHADAP KEPUASAN PELANGGAN PADA PT WISATA LIBURAN HAKIKI (HAKIKI LEISURE). Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Penelitian ini bertujuan untuk : 1. Untuk mengetahui pengaruh kualitas pelayanan tour leader terhadap kepuasan pelanggan pada PT Wisata Liburan Hakiki (Hakiki Leisure), 2. Untuk mengetahui besar pengaruh kualitas pelayanan tour leader terhadap kepuasan pelanggan pada PT Wisata Liburan Hakiki (Hakiki Leisure). Penelitian ini menggunakan pendekatan kuantitatif dengan jenis penelitian kausal. Populasi penelitian ini adalah fokus pada pelanggan Hakiki Leisure yang mengikuti trip di bulan April 2024 yang berjumlah 300 orang dan yang menjadi sampel pelanggan di bulan April adalah 75 orang berdasarkan rumus solvin. Pengumpulan data dilakukan dengan menggunakan kuesioner. Berdasarkan hasil pengolahan data menggunakan bantuan software SPSS version 2.6. dapat disimpulkam bahwa : 1. Adanya pengaruh antara kualitas pelayanan tour leader terhadap kepuasan pelanggan pada PT Wisata Liburan Hakiki (Hakiki Leisure) secara signifikan yang ditunjukkan melalui persamaan regresi Y = 1.004 + 0,185 X dan nilai koefisien korelasi ry.1 = 0.736 serta nilai koefisien determinasi r²y.1 = 54.1% 2. Besar pengaruh variabel kualitas pelayanan tour leader terhadap kepuasan pelanggan pada PT Wisata Liburan Hakiki (Hakiki Leisure) sebesar 0.736. Hal ini bermakna bahwa kontribusi kualitas pelayanan (X) dalam meningkatkan kepuasan pelayanan (Y) adalah sebesar 54,1%. Sedangkan 45,9% disebabkan oleh faktor lain. Kenyataan ini menggambarkan bahwa kepuasan pelanggan dipengaruhi oleh tinggi atau rendahnya kualitas pelayanan. Kata kunci : Kualitas Pelayanan, Tour Leader, Kepuasan Pelanggan. ***** This study aims to: 1. To determine the effect of tour leader service quality on customer satisfaction at PT Wisata Liburan Hakiki (Hakiki Leisure), 2. To determine the effect of tour leader service quality on customer satisfaction at PT Wisata Liburan Hakiki (Hakiki Leisure). This study uses a quantitative approach with a causal research type. The population of this study is focused on Hakiki Leisure customers who took a trip in April 2024, totalling 300 people and the sample of customers in April was 75 people based on the Solvin formula. Data collection was carried out using a questionnaire. Based on the results of data processing using the help of SPSS version 2.6 software. It can be concluded that: 1. There is an influence between the quality of tour leader services on customer satisfaction at PT Wisata Liburan Hakiki (Hakiki Leisure) significantly which is shown through the regression equation Y = 1.004 + 0.185 X and the correlation coefficient value ry.1 = 0.736 and the coefficient of determination r²y.1 = 54.1% 2. The magnitude of the influence of the variable quality of tour leader services on customer satisfaction at PT Wisata Liburan Hakiki (Hakiki Leisure) is 0.736. This means that the contribution of service quality (X) in increasing service satisfaction (Y) is 54.1%. Meanwhile, 45.9% is caused by other factors. This fact illustrates that customer satisfaction is influenced by high or low service quality. Keywords: Service Quality, Tour Leader, Customer Satisfaction.

Item Type:	Thesis (Sarjana)
Additional Information:	1). Lala Siti Sahara, S.Pd., M.Si ; 2). Rezka Fedrina, S.ST.Par., M.M
Subjects:	Ilmu Sosial > Pariwisata
Divisions:	FIS > D IV Usaha Perjalanan Wisata
Depositing User:	Users 23206 not found.
Date Deposited:	29 Jul 2024 01:07
Last Modified:	29 Jul 2024 01:07
URI:	http://repository.unj.ac.id/id/eprint/47011

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