Analisis kepuasan dari perspektif tingkat kepentingan layanan jamaah ibadah umrah PT. Attin Tour Travel Jambi

Authors

  • M. Dede Riandy Program Studi Manajemen Fakultas Ekonomi dan Bisnis Universitas Jambi
  • Erida Erida Program Studi Manajemen Fakultas Ekonomi dan Bisnis Universitas Jambi
  • Ade Titi Nifita Program Studi Manajemen Fakultas Ekonomi dan Bisnis Universitas Jambi

Keywords:

Satisfaction, interests, importance performance analysis (IPA)

Abstract

This study aims to analyze the level of satisfaction of the Jamaah with the Umrah services at PT. ATTIN Tour Travel Jambi. This thesis uses data analysis which is used in this research is a quantitative descriptive analysis of Importance Performance Analysis (IPA) with data processing carried out by Microsoft Excel Software and Product Statiscal moment Person (SPSS) 20 For Windows. The results showed that the overall level of satisfaction in the service attributes of PT ATTIN Jambi which can be seen from the congregational satisfaction index (CSI) of 72.16%, which means that the average level of customer satisfaction is satisfactory or above the standard (71% - 85%) , based on the results of the IPA analysis, the statements considered the most important by the congregation were "PT ATTIN Tour and Travel Jambi serve consumption well" and "Tour Leader of PT ATTIN Tour and Travel Jambi During the Trip Adjusting Travel Routes".

Downloads

Download data is not yet available.

References

Grafika, Redaksi Sinar. (2008). UU Penyelenggaraan Ibadah Haji. Cet.I, Jakarta: Sinar Grafika.

Indriyani, F., & Helling, L. S. (2018). Analisis pengaruh kualitas website, kepercayaan, promosi dan harga terhadap kepuasan pelanggan Tokopedia. Jurnal Riset Manajemen Sekolah Tinggi Ilmu Ekonomi Widya Wiwaha Program Magister Manajemen, 5(1), 56-68.

Khaliq, R. (2019). Pengaruh kualitas pelayanan terhadap kepuasan nasabah Bank Syariah Mandiri di Banjarmasin Kalimantan Selatan. Relevance: Journal of Management and Business, 2(1).

Kotler, P., & Keller, K. L. (2003). Manajemen pemasaran, Edisi 12, Cetakan III. Benyamin Molan). Jakarta: Penerbit Erlangga.

Parasuraman, A., Zeithaml, V. A., & Berry, L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. 1988, 64(1), 12-40.

Prabowo, S. (2017). Analisis tingkat kepentingan dan tingkat kepuasan unit kerja atas kinerja pegawai pelaksana kementerian keuangan. Info Artha, 1(2), 129-138.

Schiffman dan Kanuk, S. (2004). Perilaku konsumen (edisi 7). Jakarta: Prentice Hall.

Soedarmo, Hartoto. (2006). Menjadi kaya dengan UKM otomatif roda dua. Tangerang: PT Agro Media Pustaka.

Sutrisno, Hadi. (2006). Metode penelitian. Jakarta: Gunung Agung.

Tjiptono, F. (2002). Manajemen jasa.Yogyakarta: Andi Offset.

Tjiptono. (2008). Service management mewujudkan layanan prima.Yogyakarta: Andi Offset.

Umar, Husein. (2005). Riset pemasaran dan perilaku konsumen. GramediaPustaka Utama.

Undang-Undang Republik Indonesia Nomor 13 Tahun 2008 Pasal 45 ayat 1.

Winardi dan Suparwarman. (2003). Perilaku konsumen PT. Bumi Aksara: Jakarta.

Downloads

Published

2021-06-15

How to Cite

Riandy, M. D. ., Erida, E., & Nifita, A. T. . (2021). Analisis kepuasan dari perspektif tingkat kepentingan layanan jamaah ibadah umrah PT. Attin Tour Travel Jambi. Jurnal Dinamika Manajemen, 9(3), 163-176. Retrieved from https://online-journal.unja.ac.id/jmbp/article/view/17159

Issue

Vol. 9 No. 3 (2021): Jurnal Dinamika Manajemen

Section

Articles

License

Copyright (c) 2021 M. Dede Riandy, Erida Erida, Ade Titi Nifita

Creative Commons License

This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.