ANALISIS KUALITAS PELAYANAN DAN PENGARUHNYA TERHADAP KEPUASAN PELANGGAN

Abstract

The problems which are faced by Garuda’s Flight Company are the competitive of Garuda’s
services, under the industry standard of service quality, the low productivity of employee, and
the weak of information management. Moreover, the load factor, on time performing and operational
income does not meet the target. The respondents are 150 persons and the sampling
based on the hair sample measures. The sampling method is random sampling, namely that
only people who are chosen by the researcher will become respondent, not all people, and
Questioner is used as a method of collecting data. Method of data analyses used structural
equation modal program which is operated through AMOS Program. The outcome research
show the following estimation parameter between reliance and service quality produce has
significant influence. concern and service quality has significant influence, guarantee and
service quality has significant influence. empathy and service quality has significant influence,
substances and service quality has significant influence. The last estimation of parameter
between service quality and satisfaction product is also significant influence, in where his
result also shows that hypothesis is acceptable. Based on the outcome research above, suggestions
will be given are: The Company has to keep accuracy both departing and arriving
time, in addition, it should respond all complains from consumer, the rest, it ought to keep a
good image on consumer.
Keywords : Marketing, Service Quality, Satisfaction, Consumer