PENGARUH KUALITAS LAYANAN, PERSEPSI HARGA DAN LOKASI TERHADAP KEPUASAN PELANGGAN DAN IMPLIKASINYA PADA LOYALITAS PELANGGAN ( STUDI PADA BIRO PERJALAN UMROH DAN HAJI KHUSUS PT NUR RAMADHAN WISATA )

JUNAIDI, JUNAIDI (2017) PENGARUH KUALITAS LAYANAN, PERSEPSI HARGA DAN LOKASI TERHADAP KEPUASAN PELANGGAN DAN IMPLIKASINYA PADA LOYALITAS PELANGGAN ( STUDI PADA BIRO PERJALAN UMROH DAN HAJI KHUSUS PT NUR RAMADHAN WISATA ). S2 thesis, Universitas Mercu Buana Jakarta.

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Abstract

This study aims to analyze the dimensions of service quality, price and location perceptions of customer satisfaction and its implications on customer loyalty (studies on travel agencies umroh and pilgrimage special PT Nur Ramadhan Wisata). This Research Type Quantitative, Population of all Haji and Umroh PT. Nur Ramadhan Wisata, with purposive sampling and quota sampling technique, found 286 respondents, samples through slovin formula, data analysis with Structural Equation Modeling (SEM) and Linear Structural Relationship (LISREL). The results of this study indicate there is a positive and significant influence between location on customer satisfaction. This means that the location built by the aspect of a good inn and being in a crowded place to make customers feel their expectations have been met, while the Quality of Service and price perception has no significant influence on satisfaction. Keywords: Quality of Service, Price Perception, Location, Customer Satisfaction, PT. Nur Ramadhan Wisata Penelitian ini bertujuan untuk menganalisis dimensi kualitas layanan, persepsi harga dan lokasi terhadap kepuasan pelanggan dan impilikasinya pada loyalitas pelanggan ( studi pada biro perjalana umroh dan haji khusus PT Nur Ramadhan Wisata ). Jenis Penelitian ini Kuantitatif, Populasi seluruh jamaah haji dan Umroh PT. Nur Ramadhan Wisata, dengan teknik pengambilan sampling purposive dan quota sampling ditemukan 286 responden, sampel melalui rumus slovin, Analisa data dengan Structural Equation Modeling (SEM) dan LInear Structural RELationship (LISREL). Hasil penelitian ini menunjukan terdapat pengaruh yang positif dan signifikan antara lokasi terhadap kepuasan pelanggan. Artinya lokasi yang dibangun oleh aspek penginapan yang bagus dan berada di tempat keramaian membuat pelanggan merasakan harapannya telah terpenuhi, sedangkan Kualitas Layanan dan Persepsi harga tidak mempunyai pengaruh signifikan terhadap kepuasan. Kata kunci: Kualitas Layanan, Persepsi Harga , Lokasi , Kepuasan Pelanggan, PT Nur Ramadhan Wisata

Item Type: Thesis (S2)
Call Number CD: CD/551. 17 077
Call Number: TM/51/17/101
NIM/NIDN Creators: 55115010001
Uncontrolled Keywords: Kualitas Layanan, Persepsi Harga , Lokasi , Kepuasan Pelanggan, PT Nur Ramadhan Wisata
Subjects: 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum > 658.3 Personnel Management/Manajemen Personalia, Manajemen Sumber Daya Manusia, Manajemen SDM
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum > 658.6 Quality Management/Manajemen Kualitas
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum > 658.8 Marketing, Management of Distribution/Marketing, Manajemen Distribusi
Divisions: Pascasarjana > Magister Manajemen
Depositing User: khalimah
Date Deposited: 28 Dec 2023 07:47
Last Modified: 28 Dec 2023 07:47
URI: http://repository.mercubuana.ac.id/id/eprint/84983

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