PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN WISATAWAN DI GARUDA WISNU KENCANA BALI

Yohansen, Catherine (2025) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN WISATAWAN DI GARUDA WISNU KENCANA BALI. Bachelor thesis, Sekolah Tinggi Pariwisata Ambarrukmo Yogyakarta.

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Abstract

Garuda Wisnu Kencana, one of the iconic destinations on the island of Bali. Having many tourist attractions makes GWK visited by many tourists. However, amidst the increasing number of tourist visits, the main challenge faced by the managers of this tourist attraction is maintaining the quality of service and increasing tourist satisfaction. Therefore, the purpose of the study was to determine whether the dimensions of service quality have a partial and simultaneous effect on the level of tourist satisfaction at Garuda Wisnu Kencana Bali. This study applies quantitative methods, data collection techniques through observation and distributing questionnaires. The study was conducted for a month. The results of this study indicate that in the T test, only the Physical Evidence dimension does not have a partial effect while the other 4 dimensions of Service Quality such as Reliability, Responsiveness, Assurance, and Empathy have a significant effect on Tourist Satisfaction. While simultaneously/F test, all dimensions of Service Quality together have a significant effect on Tourist Satisfaction. The R² value of 0.585 indicates that 58.5% of the variation in tourist satisfaction can be explained by the five dimensions of service quality studied, while the remaining 41.5% is influenced by other variables outside this test. The conclusion of this study emphasizes the importance of good service quality management to improve tourist satisfaction. Managers are expected to further improve service quality (especially in the Physical Evidence dimension) and conduct tourist satisfaction surveys to find out which parts/dimensions need to be fixed and improved. Further authors can also use qualitative methods by interviewing related parties and broader dimensions so that the results obtained can be more detailed and extensive.

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