PENGARUH KEANDALAN, KERESPONSIFAN, DAN EMPATI TERHADAP KEPUASAN PENGGUNA BIRO UMROH DAN HAJI BNW TOUR & TRAVEL SUKOHARJO

Rina Andriyanti, Erni Widiastuti

Abstract


In this study has the aim to determine the effect of reliability, responsiveness, and empathy for users of the umrah and hajj pilgrimage bureau BNW tour & travel Sukoharjo both persially and simultaneously. Hypothesis in this study are : allegend reliability, responsiveness, and empathy affect the satisfaction of users of the umrah and hajj pilgrimage bureau BNW tour & travel Sukoharjo both persially and simultaneously. The data needed in this study is primary data obtained by the questionnaire method of a sample of 50 respondents. Data analysis used in this research is multiple linear regression test, t test, F test and coefficient of determination test. The result of data analysis in this study can be concluded that the reliability, responsiveness, and empathy have a significant effect on the users satisfaction of the umrah and hajj pilgrimage bureau BNW tour & travel Sukoharjo both persially and simultaneously.

Keywords


Reliability, Responsiveness, Empathy and User Satisfaction

Full Text:

PDF

References


Arikunto, Suharsimi. 2012, Prosedur Penelitian Suatu Pendekatan Praktek, Rineka Cipta, Jakarta.

Daryanto. 2011. Manajemen Pemasaran: Sari Kuliah, Bandung: Satu Nusa.

Hapsari, Indri. 2019. Pengaruh Responsiveness, Tangibles dan Emphaty Dalam Pelayanan Terhadap Kepuasan Masyarakat Dalam Pelayanan Penghapusan Hak Tanggungan (Roya) di Kantor Pertanahan Kabupaten Karanganya. Skripsi Jurusan Manajemen Fakultas Ekonomi Universitas Surakarta.

J.Supranto, 2011. Pengukuran Tingkat Kepuasan Pelanggan, Jakarta: Rineka Cipta.

Kasmir, 2010. Manajemen Perbankan, Jakarta: PT Raja Grafindo Persada.

Kasmir, 2015. Etika Custumer Service, Jakarta: PT Raja Grafindo Persada.

Kloter, Philip. 2011. Manajemen Pemasaran Modern, Jilid I, Jakarta: PT Prehalindo.

Kotler dan Armstrong, 2011, Prinsip-Prinsip Pemasaran, Jakarta: Erlangga.

Kotler, Philip. 2012. Manajemen Pemasaran, Analisis Perencanaan, Implementasi dan Kontrol, Jilid I, Jakarta: PT Prehalindo.

Lopiyoadi, Hamdani. 2016, Manajemen Pemasaran Jasa. Jakarta: Slemba Empat.

Mastuti, D.I. 2018. Pengaruh Aspek Tangibles,Responsiveness, Asurance, dan Emphaty dalam Pelayanan Pembuatan Kartu Kuning Terhadap Kepuasan Masyarakat Dinas Perdagangan, Tenaga Kerja, Kopersai dan UKM Kabupaten Karanganyar. Skripsi Jurusan Manajemen Fakultas Ekonomi Universitas Surakarta.

Nasution. M.N, 2014. Manajemen Pemasaran Terpadu. Bogor: Ghalia Indonesia.

Pranantyo, S.A. 2016. Analisis Pengaruh Keandalan, Pengalaman Pemasar, Kemudahan, dan Kenyamanan Pelanggan Produk NU GREEN TEA di Surakarta. Skripsi Jurusan Manajemen Fakultas Ekonomi Universitas Surakarta.

Stanton, Wiliam J. 2011. Prinsip Pemasaran. Jakarta: Erlangga.

Sugiyarto, Edar. 2012. Psikologi Pelayanan dalam Industri Jasa, Edisi XII, Jakarta : Gramedia Pustaka Utama.

Sugiyono, 2010, Statistik Untuk Penelitian, Alfabetha, Bandung.

Sugiyono, 2015, Metode Penelitian Bisnis, Alfabetha, Bandung.

Swastha, Irawan. 2014, Manajemen Pemasaran Mordern, Yogyakarta: Liberty.

Tjiptono, Fandy. 2014. Pemasaran Jasa-Prinsip, Penerapan dan Penelitian. Andi, Yogyakarta.

Yazid. 2011. Pemasaran Jasa. Yogyakarta: Ekonisia Kampus.

Zeithamal, V.A., and Berry, L.L., 2013, “SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service quality.” Journal of retailing, volume 64, number 1, spring.


Refbacks

  • There are currently no refbacks.