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Aprilia Divi Yustita
Prodi Matematika Jurusan Matematika FMIPA Universitas Brawijaya
Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Languange, Linguistic, Communication & Media Mathematics Nursing Public Health Social Sciences Other

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Pengaruh Dimensi Kualitas Pelayanan Tour Leader Terhadap Loyalitas Konsumen di PT Pesona Ijen Tour and Travel Banyuwangi Astarina P, Rika Yulia; Yustita, Aprilia Divi; Mukti, Masetya
Jurnal Ilmiah Pariwisata Vol 26 No 1 (2021): Jurnal Ilmiah Pariwisata
Publisher : Pusat Penelitian dan Pengabdian Kepada Masyarakat, Institut Pariwisata Trisakti

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30647/jip.v26i1.1411

Abstract

This research took place at PT Pesona Ijen Tour and Travel Banyuwangi, this study aims to determine the effect of quality indicators of tour leader services on consumer loyalty at PT Pesona Ijen Tour & Travel Banyuwangi and the managerial implications that can be applied at Pesona Ijen. This research is a quantitative research with survey method. The samples used in this study were customers who had used tour services from Pesona Ijen and had been accompanied by tour leader Pesona Ijen during their trip. The sampling technique uses Simple Random Sampling with a total sample of 100 peoples. Data collection techniques used interview methods, questionnaires, literature studies and documentation. The results of this study indicate that the five dimensions of service quality have a significant effect on customer loyalty at PT Pesona Ijen Tour and Travel Banyuwangi, both through partial and simultaneous testing. The influence given by the quality of tour leader services to customer loyalty at PT Pesona Ijen Tour and Travel Banyuwangi is 43% obtained through testing the coefficient of determination, whereas 57% is influenced by other variables that’s not observed in this research. Keywords: Customer Loyalty; Service Quality; Tour Leader
Co-Authors Afrida Ermawati, Eka Alfaizin, Erzha Clarita Anak Agung Gede Sugianthara Astarina P, Rika Yulia Ayu Wanda Febrian, Ayu Wanda Ermawati, Eka Afrida Esa Riandy Cardias Ika Yuniwati, Ika Jamhari Jamhari Mukti, Masetya Purwaningtyas, Ayu Putri, Selviana Sanjaya, Aditya Wiralatief Siska Aprilia Hardiyanti Suardinata, I Wayan Triana Sari, Ely