PENGARUH FASILITAS DAN PELAYANAN TERHADAP KEPUASAN WISATAWAN DI GOA HAWANG KABUPATEN MALUKU TENGGARA

Reyaan, Edowardus Brain (2025) PENGARUH FASILITAS DAN PELAYANAN TERHADAP KEPUASAN WISATAWAN DI GOA HAWANG KABUPATEN MALUKU TENGGARA. Bachelor thesis, Sekolah Tinggi Pariwisata Ambarrukmo Yogyakarta.

Text EDOWARDUS BRAIN REYAAN_216544_ARTIKEL ILMIAH-COVER-ABSTRACT-BAB I-BAB V-DAFTAR PUSTAKA.pdf Download (4MB)

Abstract

This study aims to analyze the influence of facilities and service quality on tourist satisfaction in Hawang Cave, Southeast Maluku Regency. Using a quantitative approach, data were collected through questionnaires distributed to 95 respondents who were visitors to Hawang Cave. The results of the analysis showed that adequate facilities, such as road access, clean toilets, and sufficient parking spaces, contributed significantly to tourist comfort and satisfaction. In addition, good service quality, which includes staff friendliness and responsiveness, has also been shown to increase visitor satisfaction. Regression tests showed that both facilities and service quality had a significant positive effect on tourist satisfaction, with significance values of each below 0.05. This study concludes that effective management of these two aspects is essential to improving tourist experience and encouraging repeat visits. Therefore, Hawang Cave managers are advised to continue to improve facilities and improve service quality in order to create a more satisfying tourist experience, as well as support sustainable tourism growth in the area.

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