#TITLE_ALTERNATIVE#

• Main Author: (NIM 190 04 080), Pratiwi
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/6610
• Institution: Institut Teknologi Bandung

Abstract : <br /> <br /> <br /> <br /> On service industry, the customer satisfactions become the important aspect. The customer satisfaction could affect the survivability on Service Company among the market. Therefore, company should improve its service quality based on the customers point of view rather than combining both emphasize revenue and cost. By focusing on quality profitability based on the customers point of view, a service company could minimize cost and maximize the outcome. Recognize the level of customer expectation on the company and how well is the company ability in achieving the customer expectation becomes the measurement on service quality offered by the company. <br /> <br /> <br /> <br /> PT Baraya Travel become one of travel service company which accommodate the service transportation between Bandung-Jakarta using shuttle bus in the middle of packed ravel industry since cipularang high way built in 2004. PT Baraya Travel also offered low price on its service, therefore the target market of PT Baraya Travel is the middle class and below customers. PT Baraya Travel have 8 pools in Jakarta and 2 pools in Bandung. At Lombok street, Bandung, PT Baraya Travel has a pool with complete facilities such as appropriate waiting area and a toilet room only for the PT Baraya Travel customers, different with most of PT Baraya Travel pool which attached with restaurant. <br /> <br /> <br /> <br /> The problem appears when PT Baraya Travel knows to have not aware with the customers satisfaction issue until this research made. It can be seen from the company havent got appropriate customer service system which accommodate the complaints and suggestion from the customers, and until this research conducted, PT Baraya Travel have never use any kind of method to measure the customer satisfaction level, which is important for a service company to improve their service quality and company performance. SERVQUAL method could recognized the company performance by measuring the customer expectation level and the perceived performance the measurement can be accomplish by measuring five service quality dimensions, such as tangible, reliability, responsiveness, assurance, and empathy. The measurement result could help PT Baraya Travel to improve the company performance based on the service quality dimension, and also to help company in achieving the customer satisfaction and survive among the travel industry.