WA ODE, SUKRIA (2019) “ANALISIS PENGARUH PENERAPAN SYSTEM RESERVATION TICKET ONLINE TERHADAP KEPUASAN PELANGGAN” (Studi Kasus : PT. Garuda Indonesia Cabang Semarang). SKRIPSI.
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Abstract
Online service is a reservation ticket is one of the service based on the web is a procces of booking tickets online. Implementation of the reservation a ticket online is intended to minimize the cost of the company, optimizing orde and curtomer convenience. The purpose of this study was to determine the effect of system quality, ticket price, comfort access, and service quality, eithwr simultaneously and partiallyon customer satisfaction in the implementation of the reservation ticket online in PT. Garuda Indonesia branch office Semarang. The population in this study is that customer who made a reservation a ticket online for the january 2018nand this study’s sample of 100 respondents. The sample technique is used is nonpropability sampling with thi type sampling that is kuota sampling. The methode is used is descriptive analyze and quantitative analyze, data analyzed by using analysis od the regression linier risks with the help of (Software) Statistic Package For Social Science (SSPS). The results of this study showed that the variable system quality, ticket price, comfort access, and service quality simultaneously and partiallyon influence on customer satisfaction of PT. Garuda Indonesia. The resultsobtainedby multiple linear regression equation Y = -0,504 + 0,281X1 + 0,222X2 + 0,368X3 + 0,267X4 + µ. It can bee seen that the most dominan variable effect on customer satisfaction is comfort accessvariables with a coefficient regression of 0,368. And test R2 obtained a yield of 0,644 or 64,4%, wich means that the customer satisfaction at the PT Garuda Indonesia in of implementation of the reservation ticket online influenced by system quality, ticket price, comfort access, and service quality amounted to 64,4%. And other factor affecting customer satisfaction is 35,6%. Keywords : Reservation ticket, system quality, ticket price, comfort access, service quality and customer satisfaction.
| Item Type: | Article |
|---|---|
| Additional Information: | 1501.14.127 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 06 Jan 2020 03:33 |
| Last Modified: | 06 Jan 2020 03:33 |
| URI: | http://repository.stimart-amni.ac.id/id/eprint/362 |
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