KUALITAS PELAYANAN TOUR LEADER UMRAH DI PT. MANDIRI TOUR AND TRAVEL PEKANBARU

Abstract

This study aims to determine how the quality of service Tour Leader to consumers in PT. Mandiri Tour & Travel pekanbaru. This research uses quantitative descriptive method to examine the issues in the lift. The sample in this study were 60 respondents. While data collection techniques in this study using questionnaires, interviews, documentation. By using Likert scale as a measuring tool to determine the short length of the interval. From the results of research conducted, it appears that the quality of service employees Tour Leader at PT. Mandiri Tour and Travel Pekanbaru is pretty good, but in the dimensions of responsivenes there are still complaints of consumers.
Keywords: Service Quality, Tour Leader