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All Journal JURNAL PENDIDIKAN TAMBUSAI Enrichment : Journal of Management ANALISIS Budapest International Research and Critics Institute-Journal (BIRCI-Journal): Humanities and Social Sciences Nusantara Hasana Journal ETNIK : Jurnal Ekonomi dan Teknik Jurnal Cendekia Ilmiah Jurnal Ilmiah MEA (Manajemen, Ekonomi, dan Akuntansi) Jurnal Indonesia Sosial Sains J-CEKI Mimbar Administrasi
Darwin Raja Unggul Saragih
Universitas ASA Indonesia
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Journal : ANALISIS

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EFEKTIVITAS KUALITAS LAYANAN DI TENGAH PERSAINGAN ONLINE TRAVEL AGENT MELALUI KEPUASAN PELANGGAN Darwin Raja Unggul Saragih; Nasruddin Nasruddin
ANALISIS Vol. 12 No. 1 (2022): ANALISIS VOL. 12 NO. 01 EDISI MARET TAHUN 2022
Publisher : FAKULTAS EKONOMI UNIVERSITAS FLORES

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37478/als.v12i1.1717

Abstract

This research aims to determine the effect of service quality on customer satisfaction through the purchasing decision of airlines ticket products at Holiday Indonesia. This research is descriptive quantitative research, with a population of customers who have purchased airplane tickets at Holiday Indonesia at least two times in 2020 as many as 415 customers. The sampling technique in this study used the purposive sampling technique, namely 119 samples that had met the criteria. Data processing uses path analysis as the method used to determine the direct and indirect effects between variables and the Sobel test to determine whether purchasing decisions are capable of being a mediator between the relationship between service quality and customer satisfaction. The results show that service quality has a positive and significant effect on purchasing decisions. Service quality has a positive and significant effect on customer satisfaction and purchasing decisions have a positive and significant impact on customer satisfaction. The relationship between service quality and customer satisfaction can be mediated by purchasing decisions with a Z value (mediation), and concluded that the purchasing decision variable has a significant influence as a mediator between the relationship between service quality and customer satisfaction.
Co-Authors Dandy Alfiansyah Dzakya Ayu Widiastuti Farid Said Ignatius Stefanus Manogi Kevin Irvan Purnomosidi Laras Wulandari Muhammad Rizky Fathoni Nanini Diva Malinka Nasruddin Nasruddin Rully Arifiansyah