International Journal of Marketing and Human Resource Management (IJMHRM)

Source ID:00000013
Volume 8, Issue 2,April – June 2017, Pages 9-20, Page Count - 12

AN ANALYSIS OF TOURISM SERVICE QUALITY TOWARD CUSTOMER SATISFACTION (STUDY ON TOURISTS IN INDONESIA TRAVEL DESTINATIONS TO BALI)

Nur Hayati (1) Desi Novitasari (2)

(1) Lecturer, Department of Management, Sekolah TInggi Ilmu Ekonomi STAN Indonesia Mandiri, Bandung, Indonesia.
(2) Lecturer, Department of Management, Sekolah TInggi Ilmu Ekonomi STAN Indonesia Mandiri, Bandung, Indonesia.

Manuscript ID:- 00000-42890
Access Type : Open Access
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Cite this article:Nur Hayati,Desi Novitasari,  An Analysis Of Tourism Service Quality Toward Customer Satisfaction (study On Tourists In Indonesia Travel Destinations To Bali), International Journal of Marketing and Human Resource Management(IJMHRM), 2017, 8(2), PP.9-20

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Abstract

This study aimed to analyze the influence of the service quality of tourism (attractions, facilities and service, accessibility) to customer satisfaction. Results of previous studies show that the quality of tourism services to the satisfaction of tourists there is a significant positive effect on the result, but there is also a significant negative effect, then the problems that need to be investigated are: Do accessibility, facilities and services, the attraction of tourism has a positive and significant impact on tourist satisfaction at Bali travel destinations in Bandung, Indonesia.

  The research method using a questionnaire distributed to 81 customers at Bali destination in Bandung, West Java, Indonesia. Technical analysis of the research using descriptive analysis and correlation, while the technique of hypothesis testing using multiple linear regression analysis.

  The amount of influence the quality of tourism service quality (attraction, facilities and services, accessibility) of 24% on customer satisfaction. These results indicate that the variable quality of tourism service (attraction, facilities and service, accessibility) has a positive and significant impact on customer satisfaction either partially or simultaneously, while the variable partial accessibility by no means and no significant effect on customer satisfaction.

  Theoretically, this study implies that the attractions, facilities and services, accessibility, partial and simultaneous positive and significant impact on customer satisfaction as proposed by Manikandan (2015)


Author Keywords
Service Quality of Tourism Destination Attraction Destination Facilities and Service Accessibility of The Destination Customer Satisfaction.
Index Keywords
Travel Bureau Technical analysis Corporate management

ISSN Print: 0976-6421 ISSN Online: 0976-643X
Source Type: Journals Document Type: Journal Article
Publication Language: English DOI:
Abbreviated Journal Title: IJMHRM Access Type: Open Access
Publisher Name: IAEME Publication Resource Licence: CC BY-NC
Major Subject:Social Sciences and Humanities Subject Area classification: Business, Management and Accounting
Subject area: Tourism, Leisure and Hospitality Management Source: SCOPEDATABASE