ANALISIS PERSEPSI KONSUMEN TERHADAP KUALITAS PELAYANAN PADA PT. GARUDA INDONESIA CABANG BIMA
Keywords:
Consumer Perceptions and Service Quality.Abstract
The purpose of this study is to analyze and know how the consumer perceptions of service quality at PT. Garuda Indonesia Branch of Bima. This research was conducted at PT. Garuda Indonesia Branch of Bima, The use of method in this research is using Descriptive Research. The time of this research start from March to April 2015, with a total sample of 50 people and sampling method using incidental sampling technique. The results of research known that consumer perceptions of service quality at PT. Garuda Indonesia Branch of Bima seen from the value of t-count in comparison with the t-table value, then obtained t-count is greater than at (t-table 4.463> t-table 1.66) so based on the provisions Hypothesis that states "consumer perceptions of service quality at PT. Garuda Indonesia Branch of Bima is greater than 60% be accepted "
Keyword: Consumer Perceptions and Service Quality.
Downloads
References
Andrian Payne. 2000. Manajemen Jasa, Yogyakarta : Liberty.
Husen umar. 2011. Metode riset. Jakarta PT. Gramedia Pustaka Utama.
Philip Kotler , dan Amstrong. 2004. Dasar – dasar Pemasaran. Jakarta: Erlangga.
Ramenusa Oktaviani. 2013 . Kualitas Layanan Dan Kepuasan Pelanggan Penga-ruhnya Terhadap Loyalitas Pelanggan Pada Pt. Dgs Manado. Jurnal Emba 1193 Vol.1 No.3 September 2013, Hal. 1193-1202. ISSN 2303-1174.
Seguro Waseso. 2008. Pengaruh Persepsi Kualitas Pelayanan Terhadap Kepuasan Dan Loyalitas Pelanggan: Suatu Penelitian Pada Penyedia Jasa Telepon Selular Di Jawa Barat. Jurnal Ekonomi Bisnis No. 3 Vol. 13, Desember 2008.
Sugiyono. 2006. Metode Penelitian Bisnis. Bandung: CV. Alfabeta.
Siregar, S., 2010, Statistika Deskriptif untuk Penelitian, PT. Raja Grafindo Persada: Jakarta.
Tjiptono, F. 2008. Strategi Pemasaran, Edisi III, ANDI: Yogyakarta.
