Service Quality to Customer Satisfaction with Situational Leadership as Moderation (Case Study on Travel Agent)

  • Ari Yuniarso BINA NUSANTARA University
  • 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.

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.
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://ojs.unud.ac.id/index.php/eot/article/view/72592>. Date accessed: 11 aug. 2022. doi: https://doi.org/10.24922/eot.v8i2.72592.