ANALISIS ATRIBUT KEPUASAN PELANGGAN DALAM KINERJA PELAYANAN COUNTER STAFF DIVISI TICKETING ANTATOUR

Salomon, Laricha and Agusman, Delvis and Shalim, Trydianthy (2013) ANALISIS ATRIBUT KEPUASAN PELANGGAN DALAM KINERJA PELAYANAN COUNTER STAFF DIVISI TICKETING ANTATOUR. Karya Ilmiah Dosen, 1 (1). pp. 1-66. ISSN 2337-5841

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Abstract

In order to achieve customer satisfaction, Antatour must improve its quality of service performance. For that conducted research on customer satisfaction on performance of services division Antatour’s ticketing staff. Analysis that used are Satisfication Customer Index (CSI), Importance-Performance Matrix, GAPAnalysis, hypotheses test, correlation test, multiple linear regression and the House of Quality matrix. The results of calculations show Costumer Satisfaction Index of 78.80%, meaning that the respondents are satisfied for services rendered. From the Importance-Performance Matrix, the most important priority attributes that need to get improved is to staff’s product knowledge and inform the condition of the product by staff. From the gap analysis, gap value of all attributes is negative, it’s mean the perceived customer satisfaction is still lower than expected. From the multiple linear regression analysis, the attributes of service have an impact on customer satisfaction with the regression equation Y= 21.5 + 0.039 X1 + 0.018 X2 + 0.176 X3 + 1.75 X4 + 0.497 X5. Keywords: Customer Satisfaction, Importance-Performance Matrix, Customer Satisfication Index, GAP Analysis, House of Quality

Item Type: Article
Subjects: Karya Ilmiah Dosen > Fakultas Teknik
Divisions: Fakultas Teknik > Teknik Industri
Depositing User: Puskom untar untar
Date Deposited: 24 Mar 2017 06:55
Last Modified: 24 Mar 2017 06:55
URI: http://repository.untar.ac.id/id/eprint/90

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