Yulianingrum, Devi (2019) ANALISIS FAKTOR-FAKTOR YANG DIPERTIMBANGKAN KONSUMEN TERHADAP KUALITAS PELAYANAN PT.GARUDA INDONESIA (StudiKasusPenggunaJasadi PT. Garuda Indonesia Tbk, Cabang Surabaya). Other thesis, UPN "VETERAN" JATIM.
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Abstract
The purpose of this study is to analyze the Factors Considered by Consumers on Service Quality of PT. Garuda Indonesia Tbk, Surabaya Branch) through measurement of quality dimensions which include: Tangible, Emphaty, Responsivness, Reliability and Assurance. The population of this study is consumers who have used flight services PT. Garuda Indonesia Tbk, Surabaya Branch. This study used a sample of 100 respondents. The sampling technique used is incidental sampling technique. The classification of the respondent's characters, such as age, gender and occupation. In this case use the latent variable and manifest variable that has been in the matrix. The analysis technique used is exploratory factor analysis technique. In calculating the final results of factor analysis by entering the manifest variable and producing a fixed variable, namely facilities, brochures and interesting soufenir, understanding of specific needs, patience and friendliness of employees, information clarity, service accuracy, timeliness, suitability of implementation, comfort, office interior design and aircraft , neatness of employees, not discriminatory, speed of service, willingness to help, responsiveness of complaints, insurance guarantees and legality, concern, accuracy of officers, expertise of employees, attention, security of accurate and clear data and trust. It was found that the value of KMO and Measure of Sampling Adeqency (MSA) had met the requirements. Based on factor analysis using rotation (varimax), 5 new forming factors were obtained. Keywords: Service Quality, Factors Considered, Factor Analysis, Garuda Indonesia
| Item Type: | Thesis (Other) | ||||||||
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| Subjects: | H Social Sciences > HF Commerce > HF5001 Business. Business Administration | ||||||||
| Divisions: | Faculty of Social and Political Sciences > Departement of Business Administration | ||||||||
| Depositing User: | Budiyono Budiyono | ||||||||
| Date Deposited: | 20 Nov 2020 07:40 | ||||||||
| Last Modified: | 20 Nov 2020 07:40 | ||||||||
| URI: | http://repository.upnjatim.ac.id/id/eprint/702 |
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