Asritami, Celine Lidya (2020) Analisis Kepuasan Pelanggan Jasa Paket Wisata Pada PT. Indoraya Mulia Tour And Travel Kota Pekanbaru, Riau. Other thesis, Universitas Islam Riau.
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Abstract
This study aims to determine the level of customer satisfaction of tour package services at PT Indoraya Mulia Tour and Travel in Pekanbaru, Riau. Indicators of customer satisfaction assessment based on service quality are tangibles, reliability, responsiveness, assurance, and empathy. This research is located at PT Indoraya Mulia Tour and Travel on Jalan Gatot Subroto Number 11 D, Pekanbaru City. This type of research is a descriptive survey using a questionnaire and interview techniques as a data collection tool and analyzed with an ordinal scale. Respondents in this study included 1 tour manager, 1 employees, and 68 service package customers at PT Indoraya Mulia Tour and Travel. The sampling technique used is purposive sampling technique with certain considerations. The results of the study prove that the level of customer satisfaction in the service package at PT Indoraya Mulia Tour and Travel is in the quite satisfied category with an assessment percentage of 63.19%. The recommended improvement at PT Indoraya Mulia Tour and Travel is the need for an increase in the number of employees to accompany travel, companies provide uniforms to employees, and pricing should include safety insurance costs.
| Item Type: | Thesis (Other) | ||||||
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| Uncontrolled Keywords: | Satisfaction, Customers. | ||||||
| Subjects: | H Social Sciences > H Social Sciences (General) | ||||||
| Divisions: | > Administrasi Bisnis | ||||||
| Depositing User: | Mia | ||||||
| Date Deposited: | 28 Jul 2022 09:46 | ||||||
| Last Modified: | 28 Jul 2022 09:46 | ||||||
| URI: | http://repository.uir.ac.id/id/eprint/12984 |
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