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PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN PADA BARAYA TRAVEL BANDUNG

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ABSTRACT INFLUENCE OF SERVICE QUALITY ON CUSTOMER LOYALTY TRAVEL AT BARAYA TRAVEL SURAPATI By: Agung Handerson In this research, the researchertake the title “Influence Of Service Quality On Customer Loyalty Travel At Baraya Travel Bandung”. The purpose of the research by the researcheris to determine whether there is a significant relationship between service quality and Baraya Travel’s customer loyalty. The variables studied include the variable quality of service as the independent variable and variable consumer loyalty as the dependent variable. This study used a descriptive research method, with the technique of questionnaires given to 52 passengers of Baraya Travel. To process the data obtained from the company, the researcher used statistical methods for processing data using formulas and statistical software SPSS. The result showed the result of correlation coefficients of Pearson's Coeficient Corelation obtained for r = 0.62181, this result suggests that there is a significant relationship between service quality and customer loyalty. Based on the significant column degrees of freedom (n-2) with α = 0.05, t count> t table (5.61418>1,67469). Therefore H0 is rejected and Ha accepted, in which there is a positive relationship between service quality and customer loyalty, can be accepted. Based on these results, the researcher suggests the company improve on some things in their service, especially for the physical condition and cleanliness of the reception area and add some facilities so that passengers will feel more happy, comfortable and be loyal. Another thing that the researcher suggests is that for companies to be more open in terms of input acceptance and ideas submitted by customers who use the services of travel.