PENGARUH KUALITAS PELAYANAN, HARGA DAN CITRA PERUSAHAAN TERHADAP KEPUASAN PELANGGAN PADA PERUSAHAAN TRAVEL PANCA INDRA ABADI SENTOSA DI SIDOARJO

Abstract

The strong competition in travelling business kept the business people to maximize the service performance in order to compete in the market. People who ran the business have to work hard in understanding the need and consumers'wants. In other words, the company's main key is to win the competition and to give pleasures to consumers through good quality with competible price. The research aimed to examine the effect of service quality, price and company image on customer pleasure in Panca Indra Abadi Sentosa travel, Sidoarjo. While, the research was quantitative with statistical descriptive using random sampling technique. In addition, the research data used primary with 100 respondents, i.e. consumers who used the service of Panca Indra Abadi Sentosa travel, Sidoarjo for more than once service. For the data analysis technique, this research used multiple regression tinier analysis. Based on the model proper test, this research concluded that service quality, price and company image showed appropriately. In addition, the T-test concluded that service quality, price and company image had positive significant effect on customer pleasure of Panca Indra Abadi Sentosa travel, Sidoarjo.
Keywords: Service quality, Price, Company image, Customer pleasure