PELAYANAN PERJALANAN WISATA DUFAN TRIP DI NUARTHA TOURS AND TRAVEL BANDUNG

Mufriha Mardhiyati, Syihap (2022) PELAYANAN PERJALANAN WISATA DUFAN TRIP DI NUARTHA TOURS AND TRAVEL BANDUNG. D4 thesis, Poltekpar NHI Bandung.

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Abstract

Nuartha Tour and Travel Bandung is a travel agency from many travel agencies in the city of Bandung. One of the flagship products of Nuartha Tours and Travel Bandung is Dufan Trip. Measuring the quality of service is something that must be done by the company to be able to find out what services are still lacking by customers. Based on interview and the feedback form that was filled out after carrying out the tour, Nuartha Tours and Travel Bandung still received poor responses and several complaints from customers about the quality of their services. This study has a purpose, namely to find out how the quality of service that has been provided by Nuartha Tours and Travel Bandung to their consumers in the implementation of Dufan Trip. Measurement of service quality uses 5 dimensions are tangible, empathy, responsiveness, reliability, and assurance. The author uses a quantitative approach with a descriptive method in this study. The research population is tour participants who have participated in dufan trips from January-February and May-June 2022 with a total of 80 people. The sample was set at 66 respondents in this study. The results obtained from this study are from the five dimensions of service quality, overall the results obtained are that the quality of travel services is good. However, there are still some aspects that need to be improved by the company are the availability of wifi facilities on the bus during the trip, the tour leader gives special attention to those in need. The recommendation that the author can give is that it is better for Nuartha Tours and Travel to provide wifi facilities on the bus in a way that the company can choose a tourism bus that has wifi facilities in it. Or in another way using portable wifi. Then, it is necessary to hold internal training from experienced managers or supervisors on interpersonal skills and services excellence for employees

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