| Summary: | Customer satisfaction index becomes a benchmark in assessing customer
satisfaction level compare with the perceived service. This research is meant to prove
if there is an effect on the customer satisfaction index to the amount of the application
received. Giving information for the factors that given the contributions to the
customer satisfaction index, also the factors that makes the travel agents in choosing
DVPC as their application center. This research also explaining the advantage and
disadvantage from the niche market strategy and giving the adequate information for
DVPC type of business.
Researcher gets the data information from questioner, interview, and internal
company data in helping to get arguments. Questioner result is collected and it
becomes satisfaction index that gives a score to several service factors. To explain
the relationship between customer satisfaction indexes with the number of
application, researcher analyzes using SPSS 16.0 software with Pearson data
analysis, using data in the period of year 2010 until year 2011.
In the research result found that there is no positive correlation between
customer satisfaction index and the number of application. Based on the observation,
customer satisfaction index is affected by the service felt by the consumer at the time
of the service given, that can be change anytime if there is no consistency to the
service given. Customer satisfaction index can be used as the benchmark to observe
the business development in the future.
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