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IMPROVING PILGRIMS SATISFACTION OF PT RAMA MUSTIKA TOUR AND TRAVEL USING REVISED IMPORTANT-PERFORMANCE ANALYSIS

Improving Pilgrims Satisfaction of PT Rama Mustika Tour and Travel Using Revised Important-Performance Analysis

2017
Master Theses from JBPTITBPP / 2017-10-02 11:02:04
Oleh : IQBAL DWIHANANDRIO (NIM : 29115128), S2 - MBA-ITB
Dibuat : 2017-09-26, dengan file

Keyword : Customer satisfaction, revised IPA, hajj and umrah, service bureau.
Subjek : Service
Kepala Subjek : Service Management
Nomor Panggil (DDC) : 658.5

Terdapat 1,8 miliar Muslim di dunia dan Indonesia adalah negara nomor 1 dengan populasi Muslim terbesar di dunia. Forum Pew Agama & Kehidupan Publik tahun 2010 mengatakan: penganut Islam di Indonesia sekitar 205 juta orang atau 88,1 persen dari populasi. Dalam ajaran agama Islam, membayar pelaksanaan hukum ziarah dan Umrah


berdasarkan UU No. 13 Tahun 2008. Menurut Kementerian Haji dan Umrah Arab Saudi, jumlah visa umrah yang telah dikeluarkan untuk Indonesia pada 2016 mencapai 699,6 ribu peziarah, meningkat 7,2 persen dari tahun sebelumnya. Angka ini menjadikan Indonesia sebagai negara jamaah haji di duniaSaat ini Rama Tour Perusahaan masih belum memiliki Indeks Servis, dengan keterbatasan sumber daya yang belum dapat diketahui mana yang penting bagi proses bisnis Anda. Hal ini disebabkan oleh kualitas layanan mereka yang sangat berpengaruh dalam perjalanan industri untuk kepuasan pelanggan.


Importance-Performance Analysis (IPA) adalah teknik umum yang digunakan untuk memahami kepuasan pelanggan dan memprioritaskan area perbaikan. Namun, penelitian


sebelumnya menemukan bahwa IPA tradisional menyesatkan dan membutuhkan beberapa revisi. Oleh karena itu, penelitian ini mengusulkan revisi IPA untuk mengkonfirmasi korelasi asimetris antara kinerja tingkat atribut dan kepuasan keseluruhan dengan menggunakan


regresi linier dan variabel dummy yang akan memisahkan atribut menjadi dasar dan kegembiraan. Data yang dikumpulkan didasarkan pada kuesioner skala Likert 1 sampai 5.


Selain itu, beberapa wawancara juga dilakukan untuk mendapatkan lebih banyak wawasan dari para peziarah.


Penelitian ini mengklasifikasikan beberapa atribut menjadi 3 jenis pertunjukan berdasarkan dampaknya terhadap kepuasan pelanggan. Dari hasil penelitian kami berada di fasilitas tersebut, Angkutan Darat, Ketersediaan Asuransi, Kesiapan Karyawan, Comfort Guide,


Handling Luggage. Sembilan Faktor Kinerja, yaitu Tampilan Hotel, Ketersediaan Transportasi Udara, Peralatan dan Seragam, Respon Cepat Karyawan, Komunikasi


Karyawan, Teknologi. Layanan Informasi, Panduan Sopan, Panduan Pengetahuan. Dan tipe terakhir adalah Excitement Factor, yaitu Food Views, Food Amounts, dan Guide Comfort.


Penelitian ini juga menemukan bahwa fasilitas hotel, Transportasi Darat, Ketersediaan asuransi, dan Kesiapan Karyawan. Sementara di sisi lain, adalah Food Views, Food Amount, Guide Friendly

Deskripsi Alternatif :

There are 1.8 billion Muslims in the world and Indonesia is the number 1 country with biggest Muslim population in the world. The Pew Forum on Religion & Public Life in 2010 says: adherents of Islam in Indonesia around 205 million people or 88.1 percent of the population. In the religious teachings of Islam, paying the legal implementation of the pilgrimage and Umrah based on Law No. 13 Year 2008. According to the Ministry of Hajj


and Umrah Saudi Arabia, the number of Umrah visas that have been issued for Indonesia in 2016 reached 699.6 thousand pilgrims, an increase of 7.2 percent from a year earlier. This figure makes Indonesia as the country with the third largest number of umrah pilgrims in the


worldCurrently the Company Rama Tour still does not have Service Index, with the limited resources it has not been able to find out which one is important to your business processes.


It was caused by the quality of their services become very influential in the travel Industry


Importance-Performance Analysis (IPA) is a common technique that used to comprehend the customer satisfaction and prioritize the improvement area. However, previous studies found that traditional IPA is misleading and needs some revision. Therefore, this study proposes revised IPA to confirm the asymmetric correlation between attribute-level performance and


overall satisfaction by using linear regression and dummy variables that will separate the attributes into basic and excitement. The data collected are based on the questionnaire that classifying the performance and importance of attribute-level using the Likert scale 1 to 5.


Moreover, some interview also conducted to get more insight from Pilgrims This Research classified some attributes into 3 types of performances based on their impact to customer satisfaction. From the research we found there are six attributes that was classified as Basic Factor, they are Hotel Facilities, Land Transportation, Insurance


vailability, Employee Readiness, Guide Comfort, Handling Luggage. Nine Performance Factor, they are Hotel Views, Air Transportation, Equipment and Uniform Availability,


Employee Fast Response, Employee Communication, Technology. Information Service, Guide Polite, Guide Knowledge. And the last type is Excitement Factor, which are Food Views, Food Amounts, and Guide Comfort. The research also found there are some attributes that still need to be improved in their performance, such as Hotel Facilities, Land Transportation, Insurance Availability, and Employee Readiness. While on the other hand there are also some attributes that have excessive performance, such as Food Views, Food Amount, Guide Friendly

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