Rancang Bangun Aplikasi Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada PT.Lovely Corpin Tour & Travel Surabaya
Abstract: PT. Lovely Corpin
Tour & Travel is a company that serving for domestic and international tour
including Bali, Manado, Singapore, Bangkok, Thailand, and Malaysia. This
company has a problem to analize customer satisfaction level from the strongest
until the weakest. It happens because those are so many complaint and
questionnaire which filled by customer that havent all recapitulated.The
problem can be solved by customer statisfaction application to know the level
of customer satisfaction from the strongest until the weakest. Customer
statisfaction application created by declare the independent and dependent
variable. Based on the independent and dependent variable can be found cause
and effect so that customer statisfaction application is using multiple linear
regression. Next steps are implement and evaluate the application to make sure
it run as expected. The result showed that aplication have testing values 100%
and fisible. Based on the result of test, aplication using by 65 user, the
result service quality factor that effect of customer satisfaction is emphaty
factor 58,45%.
Keywords: Application Effect
Of Analysis Service Quality, Customer Satisfaction, Multiple Linear Regression
Penulis: Hermawati Tika Ayu,
Sulistiowati Sulistiowati, Julianto Lemantara
Kode Jurnal: jptkomputerdd130196
