GDL

An Analysis of Service Quality Influence to the Tourist Satisfaction in The Highland Park Resort Bogor

Tugas Akhir, 002 / 2012 / UPW
Undergraduate Theses from JBPTPPOLBAN / 2015-11-18 09:21:48
Oleh : Fitriani Sastika - 095221014
Dibuat : 2014-01-16, dengan 4 file

Keyword : kualitas pelayanan, kepuasan wisatawan, Highland Park Resort, Bogor, Indonesia
Subjek : service quality, tourist satisfaction, Highland Park Resort, Bogor, Indonesia

Topik mengenai kualitas pelayanan terhadap kepuasan wisatawan dalam penelitian disebabkan adanya keluhan yang disampaikan oleh wisatawan di The Highland Park Resort Bogor, sehingga wisatawan merasa tidak puas. Berdasarkan hal tersebut, penulis tergerak untuk menganalisis kualitas pelayanan yang berada di The Highland Park Resort Bogor terhadap kepuasan wisatawan. Wisatawan merasa puas apabila telah mengunjungi suatu destinasi wisata dan mendapatkan kualitas pelayanan yang maksimal. Kualitas pelayanan tersebut terdiri dari lima dimensi yaitu, tangible, empathy, reliability, responsiveness dan assurance. Dalam penelitian, penulis melibatkan wisatawan The Highland Park Resort Bogor sebagai responden untuk menjawab kuesioner yang berkaitan dengan kualitas pelayanan dan kepuasan wisatawan. Adapun metode penelitian yang digunakan berupa data kuantitatif dan menggunakan teknik judgment sampling dan non probability sampling serta analisis deskriptif, frekuensi, korelasi dan regresi. Berdasarkan uji analisis yang telah dilakukan, kualitas pelayanan mempunyai pengaruh sedang terhadap kepuasan wisatawan, artinya ketika The Highland Park Resort Bogor memberikan pelayanan kepada wisatawan, disaat yang bersamaan wisatawan merasa cukup puas, sehingga penulis menyimpulkan, The Highland Park Resort Bogor memiliki beberapa pelayanan yang masih cukup dan cenderung baik, sehingga perlu memberikan perhatian lebih pada dimensi kualitas pelayanan yang memiliki nilai rendah, seperti pada dimensi tangible, empathy, reliability dan responsiveness dengan cara memberikan pelatihan khusus bagi pegawai mengenai service excellent, product knowledge dan membuat paduan khusus pelayanan.

Deskripsi Alternatif :

The topic of service quality to tourist satisfaction in this study due to complaints by tourists in the Highland Park Resort Bogor, so tourists are not satisfied. Based on the cases, author moved to analyze the services quality in the Highland Park Resort Bogor against tourist satisfaction. Satisfied if the tourists had visited a tourist destination and get the maximum service quality. Service quality consists of five dimensions, there are tangible, empathy, reliability, responsiveness and assurance. In research, the author of tourists involving The Highland Park Resort Bogor as a respondent to answer a questionnaire relating to service quality and tourist satisfaction. The research methods used in the form of quantitative data and using judgment sampling techniques and non-probability sampling and descriptive analysis, frequency, correlation and regression. Based on the test analysis has been done, the quality of service has the effect being to the satisfaction of tourists, meaning that when The Highland Park Resort Bogor providing services to tourists, travelers at the same time feel quite satisfied. The authors concluded, The Highland Park Resort Bogor has several services that are still pretty good and tends to, so need to give more attention to the dimensions of service quality that has a low value, such as the tangible dimension, empathy, reliability and responsiveness by providing special training for employees regarding excellent service, product knowledge and service to make a special alloy.

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