Authors:

Ari Yuniarso, Albertha Dwi Setyorini, Sarfilianty Anggiani

Abstract:

“Covid-19 pandemic has become a major challenge for the movement of the Indonesian economy and the world. Not a few people who have to accept a pay cut policy, some are laid off for a while, and even have to lose their jobs. So that this situation is a slap in the face to various industries, especially the tourism sector. Especially for travel agents, they face many obstacles, such as dealing with passenger funds due to canceling travel due to the Covid-19 pandemic. The study was conducted by measuring the quality of service with customer satisfaction on travel agents in a pandemic condition. The method of determining the sample used in this study is the purposive sampling method. The analytical technique used is path analysis technique. The resulted from the service quality variables has no significant effect on customers satisfaction but the customers feel the satisfactory after they doing the trip with Bali Citra Kinawa Sentosa Travel agent supported.”

Keywords

Keyword Not Available

Downloads:

Download data is not yet available.

References

  • Bharwana, T., Bashir, M., & Mohsin, M. (2013). Impact of service quality on customer satisfacion : a study fromservice sector espacialy private collage of pakistan. International Journal of Scientific and Research Publications, 2250-3153.
  • Chang, Y.H., Lu, C.S & Chou, P.F (2014). Effects of service quality and customer satisfaction on customer loyalty in highspeed rail services in Taiwan. Transportmetrica A: Transport Science, 30, 83±103.
  • Fang, Y.H., Chiu, C.M., & Wang. E.T.G., (2011). Understanding customers satisfaction and repurchase intentions, Internet Research, 21 (4), 479±503
  • Giese, J., & Cote, J. (2000). Defining consumer satisfaction. Academy of Marketing Science Review, 1(1), 1±22.
  • Kotler, P., & Armstrong, G. (2017). Principles of marketing. United Kingdom : Pearson.
  • Menpar ingatkan travel agent beralih ke digital tourism. (2018). Retrieved from http://www.cnnindonesia.com
  • Naik, C., N., K., Gantasala, S., B., & Prabhakar, G., V. (2010). Service Quality (servqual) and its effect on customer satisfaction in retailing. European Journal of Social Sciences, 16(2), 231±243. Pambagio,A. (2018). Data, target, dan implementasi sektor pariwisata. Retrieved from https://news.detik.com/kolom/d3886618/data-target-dan-implementasisektor-pariwisata
  • Parasuraman, A., Zeithaml, V., A., & Berry, L., L. (1988). Servqual a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12±40.
  • Tjiptono, Fandy dan Chandra, Gregorius. 2011. Service, Quality & Satisfaction. Edisi Ketiga, Yogyakarta: ANDI issued.

PDF:

https://jurnal.harianregional.com/eot/full-72592

Published

2021-09-30

How To Cite

YUNIARSO, Ari; SETYORINI, Albertha Dwi; ANGGIANI, Sarfilianty. Service Quality to Customer Satisfaction with Situational Leadership as Moderation (Case Study on Travel Agent).E-Journal of Tourism, [S.l.], p. 140-148, sep. 2021. ISSN 2407-392X. Available at: https://jurnal.harianregional.com/eot/id-72592. Date accessed: 28 Aug. 2025. doi:https://doi.org/10.24922/eot.v8i2.72592.

Citation Format

ABNT, APA, BibTeX, CBE, EndNote - EndNote format (Macintosh & Windows), MLA, ProCite - RIS format (Macintosh & Windows), RefWorks, Reference Manager - RIS format (Windows only), Turabian

Issue

Volume 8 Number 2 (September 2021)

Section

Articles

Creative Commons License This work is licensed under a Creative Commons Attribution 4.0 International License