Pengaruh Waktu Tunggu, Harga, dan Kualitas Pelayanan terhadap Kepuasan Konsumen pada Maskapai Garuda Indonesia Terminal 3 di Bandara Soekarno Hatta

Lestari, Bunga Ayu (2018) Pengaruh Waktu Tunggu, Harga, dan Kualitas Pelayanan terhadap Kepuasan Konsumen pada Maskapai Garuda Indonesia Terminal 3 di Bandara Soekarno Hatta. Masters thesis, Universitas Tarumanagara.

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Abstract

This study aims to determine the effect of waiting time, price and quality of service to customer satisfaction and analyze the most dominant variable affecting consumer satisfaction. Based on the results of this study is expected the management of companies will be more effective and efficient. Population in this research is all passengers who use flight service from Garuda Indonesia terminal 3 at the Soekarno Hatta Airport Tangerang. Sampling technique conducted by the writer is Purpose Sampling, so that in the study only taken 100 passengers using Garuda Indonesia airline. Method of data collection using questionnaire method and data analysis method using quantitative analysis with hypothesis proof Hypothesis testing conducted is classical assumption test, multiple linear regression analysis, coefficient of determination (R2), "t" test and "F" test. Based on the results of data analysis and hypothesis testing, it can be concluded as follows: 1) waiting time partially influential and significant to customer satisfaction, 2) price partially influential and significant to customer satisfaction, 3) quality of service partially significant and significant customer satisfaction, 4) waiting time, price and service quality jointly have an effect on and significant to consumer satisfaction. Keywords: waiting time, price, service quality, consumer satisfaction.

Item Type: Thesis (Masters)
Subjects: Tesis
Tesis > Pascasarjana
Divisions: Fakultas Ekonomi > Manajemen
Depositing User: Puskom untar untar
Date Deposited: 28 Jan 2019 01:34
Last Modified: 10 May 2021 03:34
URI: http://repository.untar.ac.id/id/eprint/9534

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