CD Skripsi

Analisis Tingkat Kepuasan Penumpang Atas Kualitas Pelayanan Pada Cv. Bil Travel Trayek Pekanbaru-Padang

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This study aims to determine the level of passenger satisfaction, and service quality that must be considered by the company, as well as to know what strategy to increase passenger satisfaction in the CV. BIL Travel route of Pekanbaru-Padang. By using formulation Slovin and accidental sampling techniques, sample obtained number of 100 respondents. The analytical method used is the importance of performance analysis (IPA), which compares the level of the company’s performance to the level of consumer expectations
The results showed that the level of passenger satisfaction CV. BIL Travel from dimension Tangible, Reliability, Responsiveness, Assurance, Empathy is not sastisfield. Strategies used by CV. BIL Travel to improve costumer satisfaction is service recovery strategy, in which companies learn to handle any problems and learn from failures, as well as the improvement and continuous improvement.
Keywords : Quality of Service and Passenger Satisfaction

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

02 02. 116 (0060)

Penerbit

Pekanbaru : Universitas Riau - Fakultas Ekonomi - Manajemen., 2016

Deskripsi Fisik

xi, 74 hlm.: ill.; 29 cm

Bahasa

ISBN/ISSN

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Klasifikasi

02 02. 116 (0060)

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

MANAJEMEN

Info Detail Spesifik

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Pernyataan Tanggungjawab

DAUS

Versi lain/terkait

Lampiran Berkas

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