Analisis Perilaku Konsumen terhadap Jasa Pelayanan (Studi Kasus PT Dwidaya Tour and Travel)  

Oleh:

Dossugi, Samuel ; Widyasih, Putu Ayu

Jenis: Article from Journal - ilmiah nasional - tidak terakreditasi DIKTI - atma jaya
Dalam koleksi: Jurnal Manajemen vol. 1 no. 1 (May 2004), page 14-33.
Topik: Consumer Behavior; Fishbein Model; Brand Name; and Travel Packages
Fulltext: Samuel Dossugi_Putu Ayu Widyasih.pdf (959.54KB)

Ketersediaan

Perpustakaan Pusat (Semanggi) Nomor Panggil: JJ147.1 Non-tandon: 1 (dapat dipinjam: 0) Tandon: tidak ada

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Isi artikel

Consumer behavior is a major concern to many firms involved in formulating a distinctive strategy to satisfy their customers. The purpose of this case study is two folds: first, to find factors that influencing consumer behavior in choosing services provided by a tour and travel agent. Second, to find the level of consumer satisfaction on the services is provided by Dwidaya. To measure the relationship between consumer perception and service quality, Fishbein model is used. And The Mann-Whitney Two-Sample Test is used to compare the difference between attitude and status of two different segments of consumers. It is found that the most influencing factors are brand name and travel packages. In addition, the levels of satisfaction for both segments are found significantly high and more or less the same.

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