THE IMPACT OF RELATIONSHIP SERVICE QUALITY TOWARD CUSTOMER SATISFACTION IN GARUDA INDONESIA: (A Case Study of Jakarta – Medan Route in President University)

Abstract

The study examined between the Service Quality dimension ( Tangible, Reliability, Responsiveness, Assurance, and Empathy) toward Customer Satisfaction in Garuda Indonesia case of Jakarta – Medan route in President University. Service quality is an approach to manage business processes in order to ensure full satisfaction of the customers which will help to increase competitiveness and effectiveness of the industry. Quality in service is very important especially for the growth and development of service sector business enterprises. The aims of this study is to know how the relation between the dimensions of Service Quality and Customer Satisfaction in Garuda Indonesia. This research applies quantitative method, by using multi regression as an instrument in this study. The results of this research show that Have positive relation toward customer satisfaction it can be proven by looking at t value is 1.984, which present f value service quality 5 dimension toward satisfaction is 24.718 greater than f table = 2.33.