Muchtar, Cici Arista (2022) Analisis Kualitas Pelayanan Pada Travel Umroh PT. Silver Silk Di Kota Pekanbaru. Other thesis, Universitas Islam Riau.
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Abstract
The purpose of this study is to find out and analyze how of service quality at Umrah travel PT. Silver Silk in Pekanbaru City. The population in this study are consumers or customers who use Umrah services at PT. Silver Silk Pekanbaru. The sampling technique in this study used purposive sampling, namely the determination of the sample based on the considerations and objectives of the researcher, while the sample taken was consumers aged 20-50 years, totaling 100 respondents. Data collection techniques in this study used a questionnaire or a questionnaire and interviews. The data analysis technique in this study used descriptive analysis. The results of this study indicate that consumer perceptions of service quality at Umrah travel at PT. Silver Silk in Pekanbaru City has been said to be good from the dimensions of physical evidence (tangible), reliability (reliability), responsiveness (responsiveness), assurance (assurance) and empathy (empathy). The highest dimension in the perception of service quality is in assurance and the lowest dimension is empathy.
| Item Type: | Thesis (Other) | |||||||||
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| Contributors: |
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| Uncontrolled Keywords: | Service Quality | |||||||||
| Subjects: | H Social Sciences > H Social Sciences (General) H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
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| Divisions: | > Manajemen | |||||||||
| Depositing User: | Mohamad Habib Junaidi | |||||||||
| Date Deposited: | 15 Oct 2022 09:09 | |||||||||
| Last Modified: | 15 Oct 2022 09:09 | |||||||||
| URI: | http://repository.uir.ac.id/id/eprint/16471 |
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