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All Journal Optimal: Jurnal Ekonomi dan Manajemen
Bunga Yuliana
Universitas Boyolali

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Pengaruh Kualitas Pelayanan, Fasilitas dan Harga terhadap Kepuasan Konsumen pada Biro Perjalanan Wisata PT. Garuda Nusantara Express Bunga Yuliana; Donna Setiawati; Luki Sri Anggorowati
OPTIMAL Jurnal Ekonomi dan Manajemen Vol. 6 No. 3 (2026): September: OPTIMAL: Jurnal Ekonomi dan Manajemen
Publisher : Lembaga Pengembangan Kinerja Dosen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/optimal.v6i3.12712

Abstract

This study was conducted to examine the extent to which service quality, facility completeness, and pricing impact customer satisfaction levels at the travel agency PT Garuda Nusantara Express, located in Boyolali. A quantitative survey method was employed to collect data from one hundred respondents who completed questionnaires. This sample size was determined using the Slovin formula based on a total population of 273 consumers. The analysis included validity and reliability testing, multiple linear regression, classical assumption testing, and hypothesis testing—specifically partial tests (t-test), simultaneous tests (F-test), and the coefficient of determination. The results indicate that all instruments used were valid and reliable. Furthermore, the regression model residuals were normally distributed and free from multicollinearity and heteroscedasticity. Service quality, facility completeness, and pricing each made a positive and significant contribution to consumer satisfaction levels, with pricing exerting the strongest influence. When analyzed simultaneously, these three elements also demonstrated a substantial impact and accounted for a significant portion of the variation in consumer satisfaction levels. Therefore, efforts to enhance service quality, provide adequate facilities, and implement fair, competitive pricing can improve consumer satisfaction at PT Garuda Nusantara Express.
Co-Authors Anggorowati, Luki Sri Donna Setiawati