Tourist Satisfaction with Service Quality at the Agung Besakih Temple Tourist Attraction-Karangasem

Gusti Ayu Intan Sri  Suandari; Ni Putu Oka  Agustini; Luh Yusni  Wiarti

doi:10.55927/marcopolo.v2i9.11180

Authors

Gusti Ayu Intan Sri Suandari Jurusan Kepariwisataan, Politeknik Pariwisata Bali
Ni Putu Oka Agustini Jurusan Kepariwisataan, Politeknik Pariwisata Bali
Luh Yusni Wiarti Jurusan Kepariwisataan, Politeknik Pariwisata Bali

DOI:

https://doi.org/10.55927/marcopolo.v2i9.11180

Keywords:

Tourist Satisfaction, Service Quality, Tourist Expectations, Service Performance

Abstract

Tourist satisfaction with service quality is measured through 5 dimensions, namely: Tangible, Reliability, Responsiveness, Assurance, and Empathy consisting of 20 indicators. The purpose of this study was to determine tourist satisfaction with service quality at Pura Agung Besakih. This study uses quantitative descriptive analysis using a questionnaire and a Likert scale with a purposive sampling technique with a total of 100 respondents. The average value of X (service performance) is 3.52 and Y (expectation) is 3.62. Each dimension is in the appropriate category but Y> X which causes tourist dissatisfaction. The research results can be interpreted by the Importance Performance Analysis (IPA) analysis using 4 quadrants where in quadrant I there are indicators: 5, 13, 14, 16, quadrant II: 1,3,4,8,10,15,17, 19, quadrant III: 6,7,9,11,20, Quadrant IV: 2, 12, 18.

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