Pengaruh Kualitas Pelayanan Terhadap Kepuasan Wisatawan Di Kawasan Wisata Bahari Terpadu Mandeh
DOI:
https://doi.org/10.54066/jrime-itb.v1i4.906Keywords:
Quality, Service, Satisfaction, Kawasan MandehAbstract
The poupose of this study is to determine the service quality effects consisting of responsiveness, empathy, tangible, assurance, and reliability on tourist satisfaction in the Mandeh tourism area, Pesisir Selatan Regency, West Sumatra Province. A total of 100 visitors were assigned as respondents (samples) of the study. The data was collected accidentally on randomly selected people as respondents. In conducting data analysis, SPSS software is used to test hypotheses. A total of five hypotheses were formulated in this study. In conclusion, this study proves that responsiveness, tangible, assurance, and reliability have a positive and significant effect on tourist satisfaction at Mandeh tourism area. While empathy does not have a positive and significant effect on tourist satisfaction at Mandeh tourism area.
References
Abror, Tabrani, G., & Elfani, R. D. (2013). Pengaruh Kualitas Layanan Kawasan Wisata Pantai Carocok Painan terhadap Kepuasan Wisatawan. Jurnal Kajian Manajemen Bisnis, 2(2), 19–31.
Aini, S., Fanani, D., & Latief, W. A. (2013). Pengaruh Kualitas Pelayanan terhadap Kepuasan Pelanggan (Studi pada Tamu Hotel Ollino Garden Malang). Jurnal Administrasi Bisnis, 4(2), 1–8.
Al-Rousan, R. M., & Abuamoud, I. N. (2013). The Mediation of Tourists Satisfaction on the Relationship between Tourism Service Quality and Tourists Loyalty: Five Stars Hotel in Jordanian Environment. International Business Research, 6(8), 79–90.
Amissah, E. F. (2013). Tourist Satisfaction with Hotel Services in Cape Coast and Elmina, Ghana. American Journal of Tourism Management, 2(1), 26–33.
Arikunto, S. (2006). Prosedur Penelitian: Suatu Pendekatan Praktek (6th ed.). PT. Rineka Cipta.
Astuti, A. K. (2018). Pengaruh Kualitas Layanan terhadap Kepuasan Wisatawan Di Kawasan Wisata Dlingo. Jurnal Riset Manajemen Dan Bisnis, 12(2), 107.
Canny, I. U. (2013). An Empirical Investigation of Service Quality, Tourist Satisfaction and Future Behavioral Intentions among Domestic Local Tourist at Borobudur Temple. International Journal of Trade, Economics and Finance, 4(2), 86–91.
Detmuliati, A., Achnes, S., & Agus, A. K. (2014). Pengaruh Kualitas Pelayanan terhadap Kepuasan Pengunjung di Objek Wisata Riau Fantasi Labersa Water & Themepark. Jurnal Online Mahasiswa Fakultas Ilmu Sosial Dan Ilmu Politik Universitas Riau, 2(1), 1–15.
Ghozali, I. (2006). Aplikasi Analisis Multivariat dengan Program SPSS (4th ed.). Badan Penerbit Universitas Diponegoro.
Ghozali, I. (2009). Aplikasi Analisis Multivariate Dengan Program SPSS (4th ed.). Badan Penerbit Universitas Diponegoro.
Ghozali, I. (2012). Aplikasi Analisis Multivariate dengan Program IBM SPSS 20 (6th ed.). Badan Penerbit Universitas Diponegoro.
Gul, R. (2014). The Relationship between Reputation, Customer Satisfaction, Trust, and Loyalty. Journal of Public Administration and Governance, 4(3), 368–387.
Hermawan, H., Brahmanto, E., & Hamzah, F. (2018). Pengantar Manajemen Hospitality. PT. Nasya Expanding Management.
Hernawan, A. H., Susilana, R., Julaeha, S., & Sanjaya, W. (2008). Pengembangan Kurikulum dan Pembelajaran (1st ed.). Universitas Terbuka.
Kirom, B. (2009). Mengukur Kinerja Pelayanan dan Kepuasan Konsumen. Pustaka Reka Cipta.
Margono. (2004). Metodologi Penelitian Pendidikan. PT. Rineka Cipta.
Massie, S. P., Kindangan, P., & Palandeng, I. D. (2016). Kualitas Pelayanan dan Kepuasan Konsumen Objek Wisata Sumaru Endo Remboken. Jurnal Berkala Ilmiah Efisiensi, 16(1), 86–97.
Matusitz, J., & Breen, G.-M. (2009). Consumer Dissatisfaction, Complaints, and the Involvement of Human Resource Personnel in the Hospitality and Tourism Industry. Journal of Human Resources in Hospitality & Tourism, 8(2), 234–246.
Nasution, M. N. (2004). Manajemen Jasa Terpadu. Penerbit Ghalia Indonesia.
Nazir, M. (2005). Metode Penelitian. Penerbit Ghalia Indonesia.
Pitana, I. G., & Diarta, I. K. S. (2009). Pengantar Ilmu Pariwisata. Penerbit Andi.
Prayag, G., Hosany, S., Muskat, B., & Chiappa, G. Del. (2017). Understanding the Relationships between Tourists’ Emotional Experiences, Perceived Overall Image, Satisfaction, and Intention to Recommend. Journal of Travel Research, 56(1), 41–54.
Priyanro, R., Hermawan, H., Nurhalimah, & Suryana. (2018). Pengaruh Kualitas Pelayanan terhadap Kepuasan Wisatawan serta Dampaknya terhadap Loyalitas. Upajiwa Dewantara, 2(2), 99–111.
Santoso, S. (2001). Mengolah Data Statistik Secara Profesional. PT. Elex Media Komputindo.
Sari, S. N. (2018). PENGARUH STRATEGI PEMASARAN TERHADAP KEPUASAN WISATAWAN MELALUI KUALITAS PELAYANAN (STUDI KASUS OBYEK WISATA KEPULAUAN SERIBU). Majalah Ilmiah Bijak, 13(1), 90–104.
Sugiyono. (2005). Memahami Penelitian Kualitatif. CV. Alfabeta.
Sugiyono. (2006). Metode Penelitian Bisnis. CV. Alfabeta.
Sugiyono. (2010). Metode Penelitian Kuantitatif dan R&D. CV. Alfabeta.
Sulastiyono, A. (2008). Manajemen Penyelenggaraan Hotel : Seri Manajemen Usaha Jasa Sarana Pariwisata dan Akomodasi. ALFABETA.
Tesone, D. V., & Ricci, P. (2006). Toward a Definition of Entry-Level Job Competencies: Hospitality Manager Perspectives. International Journal of Hospitality & Tourism Administration, 7(4), 65–80.
Umar, H. (2003). Metode Riset Prilaku Organisasi. PT. Gramedia Pustaka Utama.
Wijayanti, I. D. S. (2008). Manajemen Pemasaran Usaha Kesehatan (2nd ed.). Mitra Cendikia Press.
