Open AccessSTRATEGI PENINGKATAN KUALITAS PELAYANAN PADA PT SAFINA ASSALAM TOUR GAMBUT KALIMANTAN SELATAN
Author(s) -
Achmad Yasin
Publication year - 2017
Publication title -
jieb (jurnal ilmiah ekonomi bisnis)/jieb (jurnal ilmiah ekonomi bisnis)
Language(s) - English
Resource type - Journals
eISSN - 2615-2134
pISSN - 2442-4560
DOI - 10.35972/jieb.v3i2.98
Subject(s) - business administration , business , service quality , service (business) , marketing
The aims of this study were to determine the service quality level and to the strategy of PT Safina Assalam Tour to improve service quality. This study was descriptive research. The sampling method was non-probability sampling. The numbers of samples were 50 respondents. The results of this research showed that the service quality level was good, however there were several factors that need to improve, i.e., reliability and communication factors, especially at the document speed processing and handling customers complaints. Keywords: service quality, strategy Abstrak: Tujuan penelitian ini adalah untuk mengetahui tingkat kualitas pelayanan dan strategi PT Safina Assalam Tour untuk meningkatkan kualitas pelayanan. Pe-nelitian ini adalah penelitian deskriptif. Metode penyampelan dilakukan dengan teknik penyampelan non-probabilitas. Sampel berjumlah 50 responden. Hasil pe-nelitian menunjukkan bahwa kualitas pelayanan sudah baik, namun ada beberapa faktor yang harus diperbaiki pada faktor keandalan dan faktor komunikasi, khu-susnya pada kecepatan dalam pengurusan dokumen dan menghadapi keluhan pe-langgan dengan baik. Kata Kunci: strategi, kualitas pelayanan