ANALISIS PENGARUH KUALITAS PELAYANAN OBJEK WISATA TERHADAP TINGKAT KEPUASAN PENGUNJUNG DI SKYWALK CIHAMPELAS, BANDUNG

• Main Author: Stewart Leonardo, Justin
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/46368
• Institution: Institut Teknologi Bandung

The city of Bandung has various tourist attractions that are interesting to visit, one of which is the Skywalk Cihampelas. The existence of Skywalk Cihampelas which is friendly for pedestrians and packaged in the form of tourist objects is a unique feature for domestic and foreign tourists to visit the city of Bandung. But besides its superiority, the Skywalk Cihampelas is inseparable from a number of problems regarding the service quality of a tourist attraction directly. The impact of poor service quality will affect tourist visits. Therefore, this study aims to identify the extent to which tourism service quality can affect the satisfaction of visitors to the Skywalk Cihampelas, Bandung. The dimensions of service quality that are thought to influence visitor satisfaction are grouped into five, namely tangible, reliability, responsiveness, assurance, and empathy. Data collection was conducted primarily using a questionnaire with a number of respondents as many as 97 people and secondary through literature studies. The method used is descriptive analysis and statistical analysis. The results showed that the dimensions of service quality with the highest score were owned by the empathy variable which was equal to 3.65 / 5.00, while the dimensions of service quality with the lowest score were owned by the tangible variable which was 3.05 / 5.00. Overall, the quality of services currently available, falls into the good and satisfying category according to the visitors. But the coefficient of determination obtained is equal to 0.344. This number implies that the visitor satisfaction model can only be explained by the dimensions of service quality by 34.4%, while the remaining 65.6% is explained by other factors that are not hypothesized or other variables not included in this equation model. Thus, the strategic planning approach is needed for the management of tourist objects to evaluate service quality that is still relatively low in order to increase visitor satisfaction in the future.