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PT. Panorama Destination Medan is a travel agent with European and Asian markets. This PT is located at Jalan Air bersih No. 55 Medan. In its service, PT. Panorama Destination always tries its best to achieve customer satisfaction. But in the last few months PT. Panorama Destination experienced a decrease in passengers, which was unlike in previous months, this was due to unsatisfactory service for passengers. The purpose of this research is to find out what attributes need to be improved.
Based on the results of data processing and data analysis that has been done, it can be concluded that: Based on the calculations performed to measure the level of service quality provided by PT. Panorama Destination, the result is that the level of service quality that has been obtained does not satisfy passenger expectations where the Responsiveness dimension has a Negative Gap value which has a satisfaction value of 3.730 and an importance value of 3.738 so it has a Gap value of -0.008 2. From the Dimension which has a negative Gap value namely Responsiveness then Attributes that must be considered in an effort to increase passenger satisfaction are attributes a. Employees are very responsive in handling passenger complaints b. Employees are always willing to help passengers.
Keywords: Service Quality, Fuzzy Servqual
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