PENGARUH KUALITAS LAYANAN, KEPERCAYAAN, DAN LOKASI TERHADAP KEPUASAN PELANGGAN

(STUDI PADA PT. TAMASYA TOUR & TRAVEL JAKARTA PUSAT PERIODE SEPTEMBER - NOVEMBER 2018)

Abstract

In line with the rapid economic growth and remembering the rapid growth of goods and services needed by consumers, the more they increase, both in number and type, this encourages companies to race to satisfy consumer needs by producing goods and services accordingly with the wishes of consumers. This situation results in the creation of competition among companies that produce similar goods and services. The marketing strategy carried out by PT. Tamasya Tours & Travel is to implement a marketing mix, especially service, trust and the place or location of the company to be well embedded in the minds of people or customers who want to go anywhere. PT. Tamasya Tours & Travel several times to carry out activities to introduce the company to its customers, so that customers feel satisfied. In this study the population is in consumer studies on PT. Tamasya tour & travel, central Jakarta. The population of this study belongs to the population that is limited (finite), because the amount is known for sure, the population amounts to 200 respondents / consumers. In this study the number of samples used was as many as 67 customers (respondents). This research regression equation Y = 3.134 + 0.240 X1 + 0.356 X2 + 0.518 X3, The results of observations made in this study concluded that service quality partially affects customer satisfaction at PT. Tamasya Tours & Travel, Trust partially affects customer satisfaction at PT. Tamasya Tour & Travel, Location partially influences customer satisfaction at PT. Tamasya Tour & Travel.