Ardyanthi, Ni Nyoman Redita Diah and Muhammad Soni Wijaya, S.H.,M.H (2024) Evaluasi Pelayanan Educational Trip Pada PT. Campuhan Agung (Capung Bali Tour) Dalam Perspektif Teori SERVQUAL. Diploma thesis, Universitas Brawijaya.
Abstract
Kegiatan educational trip memerlukan travel agent dalam mendapatkan program acara yang sesuai dengan keinginan dari klien sekaligus dibutuhkan pelayanan yang berkualitas untuk memenuhi persepsi klien. Penelitian ini bersifat analisis deskriptif dengan pendekatan kuantitatif yang bertujuan untuk memberikan deskripsi atau gambaran berdasarkan data di lapangan yang disajikan secara sistematis, faktual, dan akurat. Hasil penelitian: 1) Kegiatan Green Village Tour dengan nilai sebesar 2,64 dan kegiatan Chocolate Farm Tour dengan nilai sebesar 2,93; 2) Upaya meningkatkan pelayanan educational trip pada PT. Campuhan Agung (Capung Bali Tour) dengan melakukan perubahan kegiatan, seperti: mengunjungi Sea Community at Les Village, Singaraja dengan nilai sebesar 4,06, menonton Dolphin Tour dengan nilai sebesar 4,05, serta menambahkan kegiatan School Exchange Programme selama 1 hari dengan nilai sebesar 4,04. Selain itu, hasil pengolahan data Bulan November 2023 dan Januari 2024 menunjukkan pada variabel assurance memiliki nilai ratarata paling dominan diantara variabel lainnya. Meskipun demikian, PT. Campuhan Agung (Capung Bali Tour) tetap harus berusaha untuk meningkatkan lagi kinerja pelayanan yang telah dicapai agar dapat memenuhi persepsi klien
English Abstract
Educational trip activities require travel agents to get an event program that suits the wishes of the client as well as quality service is needed to meet client perception. This research is a descriptive analysis with a quantitative approach that aims to provide a description or picture based on data in the field that is presented systematically, factually, and accurately. The results of the study: 1) Green Village Tour activities with a value of 2.64 and Chocolate Farm Tour activities with a value of 2.93; 2) Efforts to improve educational trip services at PT. Campuhan Agung (Capung Bali Tour) by making changes in activities, such as: visiting Sea Community at Les Village, Singaraja with a value of 4.06, watching Dolphin Tour with a value of 4.05, and adding School Exchange Program activities for 1 day with a value of 4.04. In addition, the results of data processing for November 2023 and January 2024 show that the assurance variable has the most dominant average value among other variables. Nevertheless, PT. Campuhan Agung (Capung Bali Tour) still has to try to improve the service performance that has been achieved in order to meet client perception.
| Item Type: | Thesis (Diploma) |
|---|---|
| Identification Number: | 0524170043 |
| Uncontrolled Keywords: | Pelayanan, Educational Trip, Kepuasan, SERVQUAL-Service, Educational Trip, Satisfaction, SERVQUAL |
| Divisions: | Program Vokasi > D3 Administrasi Bisnis |
| Depositing User: | Sugeng Moelyono |
| Date Deposited: | 10 Jun 2024 05:22 |
| Last Modified: | 10 Jun 2024 05:22 |
| URI: | http://repository.ub.ac.id/id/eprint/220403 |
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