PENGARUH TERRA TERHADAP KEPUASAN PESERTA OPEN TRIP DI PEPONI TRAVEL

SAARAH SALSHABILAH, . (2024) PENGARUH TERRA TERHADAP KEPUASAN PESERTA OPEN TRIP DI PEPONI TRAVEL. Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

kepuasan peserta Tour di Peponi Travel. Dimensi pelayanan yang diukur mencakup aspek-aspek seperti kehandalan, ketanggapan, jaminan, empati, dan bukti fisik. Metode penelitian yang digunakan adalah survei dengan menyebarkan kuesioner kepada 56 peserta di Peponi Travel. Data yang diperoleh kemudian dianalisis menggunakan analisis regresi linear berganda untuk mengetahui pengaruh masing- masing dimensi pelayanan terhadap kepuasan konsumen. Hasil penelitian menunjukkan bahwa beberapa dimensi pelayanan berpengaruh terhadap kepuasan peserta tour di Peponi Travel, yaitu dimensi kehandalan, ketanggapan, jaminan, empati, dan bukti fisik.. Namun, terdapat beberapa dimensi pelayanan yang tidak berpengaruh, seperti ketanggapan, bukti fisik dan empati. Hasil analisis uji hipotesis mengindikasikan bahwa dimensi kehandalan dan jaminan memiliki pengaruh paling besar terhadap kepuasan konsumen. Impelemtasi dari penelitian ini adalah perlunya Peponi Travel untuk lebih memperhatikan dimensi pelayanan yang masih kurang, terutama ketanggapan, bukti fisik dan empati, agar dapat meningkatkan kepuasan konsumen secara keseluruhan. Selain itu, Peponi Travel juga perlu memperkuat dimensi kehandalan dan jaminan yang terbukti menjadi faktor penting dalam menentukan kepuasan konsumen. This research aims to analyze the influence of service dimensions on tour participant satisfaction at Peponi Travel. The service dimensions measured include aspects such as reliability, responsiveness, assurance, empathy, and physical evidence. The research method used was a survey by distributing questionnaires to 56 participants at Peponi Travel. The data obtained was then analyzed using multiple linear regression analysis to determine the influence of each service dimension on consumer satisfaction. The results of the research show that several service dimensions influence the satisfaction of tour participants at Peponi Travel, namely the dimensions of reliability, responsiveness, guarantee, empathy and physical evidence. However, there are several service dimensions that have no effect, such as responsiveness, physical evidence and empathy. The results of the hypothesis test analysis indicate that the dimensions of reliability and guarantee have the greatest influence on consumer satisfaction. The implementation of this research is the need for Peponi Travel to pay more attention to service dimensions that are still lacking, especially responsiveness, physical evidence and empathy, in order to increase overall consumer satisfaction. Apart from that, Peponi Travel also needs to strengthen the dimensions of reliability and guarantee which have proven to be important factors in determining consumer satisfaction.

Item Type:	Thesis (Sarjana)
Additional Information:	1). Revi Agustin Aisyianita, MSc. 2). Rahmat Darmawan, S.Pd., M.M.Par
Subjects:	Ilmu Sosial > Ilmu Sosial (Umum) Ilmu Sosial > Perdagangan
Divisions:	FIS > D IV Usaha Perjalanan Wisata
Depositing User:	Users 22755 not found.
Date Deposited:	22 Jul 2024 03:55
Last Modified:	22 Jul 2024 03:55
URI:	http://repository.unj.ac.id/id/eprint/45730

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