THE INFLUENCE OF SERVICE QUALITY ON CUTOMER SATISFACTION IN HANDLING UMROH TRAVEL DOCUMENTS ON TARA TOUR DURING THE EID 2018 HOLIDAY PERIOD

Autor:	Harry Yulianda, Satrio Adhitomo, Pepy Afrilian
Rok vydání:	2022
Předmět:	Service quality Knowledge management Order (business) business.industry Quality of service media_common.quotation_subject Empathy Customer satisfaction Business Raw data Reliability (statistics) Period (music) media_common
Zdroj:	Imara: JURNAL RISET EKONOMI ISLAM. 5
ISSN:	2622-1918 2599-0985
Popis:	This study aims to find out how the effect of quality of service on customer satisfaction in handlingtravel documents in Tara tour during the holiday period of Eid Al-Fitr 2018. This study uses descriptive methodswith qualitative approach, namely transforming raw data into a form of data that is easy to understand andinterpret, as well as composing, manipulating and presenting in order to become information. The results of thisstudy show that there are several aspects that affect the quality of service, namely the aspects of physical evidence,aspects of reliability, aspects of responsiveness, aspects of assurance and aspects of empathy. From the results ofthis study, the findings that customer satisfaction in handling documents from the aspect of physical evidence(tangible) by 69%, customer satisfaction in handling documents from the aspect of reliability (reliability) of73%, customer satisfaction in handling documents from the aspect of responsiveness (responsiveness) of 72%,customer satisfaction in handling documents from the aspect of assurance (assurance) of 84% and customersatisfaction in handling documents from the aspect of empathy (empathy) of 84%.
Databáze:	OpenAIRE
Externí odkaz:	https://explore.openaire.eu/search/publication?articleId=doi_________::5f6fff2a4e1dd6a94d05f69f8df87a43 https://doi.org/10.31958/imara.v5i1.2706 Zobrazit plný text záznamu