Adhitama, Ardityan Purbo (2017) Analisis Kepuasan Pelayanan Umrah Di PT. Al Andalus Nusantara Travel Surabaya. Diploma thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Ketertarikan konsumen dalam memilih biro perjalanan umrah tak lepas dari kepuasan pelayanan ibadah umrah, seperti halnya di PT. Al Andalus Nusantara Travel Surabaya yang merupakan salah satu biro jasa pelayanan haji dan umrah yang mengutamakan kualitas pelayanan, kemudahan, kesesuaian biaya, kenyamanan, dan kekhusyukan jamaah Kepuasan konsumen terhadap pelayanan ibadah umrah dapat diketahui dengan melakukan suatu penelitian dengan menggunakan beberapa metode statistika antara lain karakteristik konsumen, analisis kesenjangan, dan tes hipotesis perbedaan dua rata-rata data berpasangan. Analisis kesenjangan berguna untuk mengetahui tingkat kepuasan konsumen, serta tes hipotesis perbedaan dua rata-rata data berpasangan yang berguna untuk membandingkan selisih pada setiap pasang data antara harapan dan kenyataan terdapat perbedaan atau tidak dalam kepuasan pelayanan umrah di PT. Al Andalus Nusantara Travel Surabaya. Konsumen yang menjadi objek penelitian merupakan konsumen yang telah menggunakan layanan umrah di PT. Al Andalus Nusantara Travel Surabaya pada tahun 2016. Jumlah sampel yang diambil dalam penelitian ini yaitu 50 dari 66 konsumen. Hasil analisis yang telah dilakukan didapatkan beberapa kesimpulan antara lain adalah secara keseluruhan konsumen merasa puas terhadap pelayanan umrah dan minat untuk kembali menggunakan layanan umrah di PT. Al Andalus Nusantara Travel Surabaya, serta pelayanan yang masih perlu ditingkatkan adalah kebersihan dan kerapihan kantor, kemudahan akses informasi, prosedur pendaftaran umrah, jumlah petugas, souvenir Andalus Group, dan petugas berpakaian rapi.
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The customer interest in choosing umrah travel agency is influenced by the satisfying service of the travel agency, just like in PT. Al Andalus Nusantara Travel Surabaya which is one of umrah and haj travel agency that priorities in service quality, facility, cost conformity, confortability, and the congress of the congregation. Customer satisfaction in umrah service can be determined by conducting research using some economic methods such as consumer’s characteristics, gap analysis, and hypothetical test on the difference of two paired average data. Gap analysis is used to determine the consumer’s satisfaction level , and hypothetical test on the difference of two paired average data is used to compare whether there is difference in each pairs of data between expectation and reality of the satisfaction of umrah service of PT. Al Andalus Nusantara Travel Surabaya. Consumers that become the research object is the consumer who has already used the umrah service of PT. Al Andalus Nusantara Travel Surabaya in 2016. The amount of samples taken in this research are 50 out of 66 consumer. The results of the analysis are. The overall customers are satisfied with the umrah service and willing to reuse the umrah service of PT. Al Andalus Nusantara Travel Surabaya, the services which still need to be upgraded are the office cleanness, information access, umrah enrollment procedure, the number of the officers, and the officers tidiness.
| Item Type: | Thesis (Diploma) |
|---|---|
| Additional Information: | RSSt 658.834 3 Adh a |
| Uncontrolled Keywords: | Analisis Kesenjangan, Karakteristik, Tes Hipotesis Perbedaan Dua Rata-Rata Berpasangan, Characteristic, GAP Analysis, Hypothesis test pairs |
| Subjects: | H Social Sciences > HF Commerce > HF5415.335 Consumer satisfaction Q Science > QA Mathematics |
| Divisions: | Faculty of Mathematics and Science > Statistics > 49401-(D3) Diploma 3 |
| Depositing User: | Ardityan Purbo Adhitama |
| Date Deposited: | 19 Sep 2017 05:34 |
| Last Modified: | 01 Mar 2019 06:45 |
| URI: | http://repository.its.ac.id/id/eprint/41766 |
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