ANALISIS REUSE INTENTION PELANGGAN TOUR DAN TRAVEL “X”

Authors

  • Denis Fidita Karya

DOI:

https://doi.org/10.33086/amj.v4i1.1628

Keywords:

service quality, customer satisfaction, reuse intention

Abstract

This study aims to examine the effect of service quality and satisfaction on reuse intention on tour and travel. The research used primary data derived from the questionnaire respondents of tour and travel “X” consumer. The sample in this study amounted to 134 respondents. This study using a non-probability sampling method with a purposive sampling approach and the method used in analyzing data in this study using partial least square. The empirical result of the study show that service quality had a positive effect and significant to customer satisfaction, satisfaction had a positive effect and significant to reuse intention and service quality had a positive effect and significant to reuse intention.

Downloads

Download data is not yet available.

References

Anshori, M.Y., Karya, D.F., Fatmasari, D. &

Herlambang, T. 2020. A Study of Revisit

Intention: Beach Image, Beach Uniqueness, Beach Authenticity, Attraction and

Satisfaction in Lombok Beach Nusa Tenggara Barat. Test Engineering and Management, Vol. 83, pp. 2988–2996.

Anshori, M.Y., Herlambang, T, Karya, D.F.,

Muhith, A., & Rasyid, R.A. 2019. Profitability Estimation of a Company in PT

ABCD Using Extended Kalman Filter. The

Third International Conference on Combinatorics, Graph Theory and Network

Topology, University of Jember - Indonesia, 26–27 Oct. 2019.

Azis, M.D. 2014. Pengaruh Kualitas Layanan,

Kompetensi Tenaga Penjual dan Citra Perusahaan Terhadap Keputusan Menggunakan Kembali Jasa Pada PT Mandala Multifinance Cabang Palu. E-Jurnal Katalogis,

(7).

Bharwana, T., Bashir, M., & Mohsin, M. 2013.

Impact of Service Quality on Customer

Satisfaction: A Study from Service Sector

Especially Private Collage of Pakistan. International Journal of Scientific and Research Publications, 2250–3153.

Chou, P.F., Lu, C.S., & Chang, Y.H. 2014.

Effects of Service Quality and Customer

Satisfaction on Customer Loyalty in Highspeed Rail Services in Taiwan. Transportmetrica A: Transport Science, 30.

Diona, V. & Supriyono. 2016. Pengaruh Kualitas

Pelayanan Terhadap Kepuasan Konsumen

Jasa Transportasi Kereta Api Indonesia (KAI)

Daerah Operasi 6 Yogyakarta.

Fang, Y.H., Chiu, C.M., & Wang, E.T.G. 2011.

Understanding Customers Satisfaction and

Repurchase Intentions, Internet Research,

(4).

Giese, J. & Cote, J. 2010. Defining Consumer

Satisfaction. Academy of Marketing Science Review, 1(1).

Hair, J.F., Black, W.C., Babin, B.J. & Anderson,

R.E. 2014. Multivariate Data Analysis.,

Seventh Edition. Pearson Education Limited.

Imanuel, H. & Tanoto, S. 2019. Pengaruh Kualitas Layanan Terhadap Kepuasan Pelanggan di PT Hastaco Tour and Travel.

AGORA, Vol. 7, No. 1.

Karya, D.F. 2016. Analisis Kualitas Layanan

dan Kepuasan Pengunjung Perpustakaan

Kampus A Universitas Nahdlatul Ulama

Surabaya (Unusa). Business and Finance

Journal, Vol. 1, No 2.

Kotler, P. & Keller, K. L. 2016. Manajemen

Pemasaran, Jilid I, Edisi ke-15. Jakarta:

Erlanga.

Mahanani, P. dan Karya, D.F. 2016. Loyalitas

Pasien Rawat Inap Melalui Layanan BPJS Kesehatan (Studi pada RSI Jemursari Surabaya). Business and Finance Journal, Vol.

, No 1.

Supiani & Ardiansyah, I. 2013. Analisis Kualitas

Pelayanan Jasa Pengiriman Paket Barang

dan Dokumen dengan Metode Servperf

dalam Upaya Meningkatkan Kinerja Pelayanan (Studi Kasus pada Agen Utama JNE

Margonda Raya, Depok). UG Jurnal, Vol.

, No. 1.

Suryaningtiyas, D., Harahab, N., & Riniwati,

H. 2013. Analisis Kualitas Pelayanan Karyawan Terhadap Kepuasan Pelanggan (Nelayan) di UPTD Pangkalan Pendaratan Ikan

(PPI) Popoh, Desa Besole Kecamatan Besuki Tulungagung, Jawa Timur. Jurnal

ECSOFiM, Vol. 1, No.1, pp 41–51.

Tjiptono, F. 2011. Service Management Mewujudkan Layanan Prima, Edisi 2.Yogyakarta:

Andi.

Published

2020-07-24

How to Cite

Karya, D. F. (2020). ANALISIS REUSE INTENTION PELANGGAN TOUR DAN TRAVEL “X”. Accounting and Management Journal, 4(1). https://doi.org/10.33086/amj.v4i1.1628