Tingkat Kepuasan Wisatawan Terhadap Kualitas Pelayanan Atraksi Wisata Jeep Di Gunung Bromo


  • Jesslyn Nathania Amadea Soegiarto DIV Manajemen Pariwisata, Institut Pariwisata dan Bisnis Internasional, Denpasar, Indonesia
  • I Nyoman Arto Suprapto DIV Manajemen Pariwisata, Institut Pariwisata dan Bisnis Internasional, Denpasar, Indonesia
  • Muhammad Novat DIV Manajemen Pariwisata, Institut Pariwisata dan Bisnis Internasional, Denpasar, Indonesia


Travel, Service Quality,, Tourist Satisfaction,, Service Quality Level, Tourist Satisfaction Level


In a tourist trip, of course, the quality of service provided by service providers to tourists will be assessed. So that a quality of service will affect tourist satisfaction in visiting a tourist destination. The purpose of this study is to determine the effect of service quality on Mount Bromo with jeep car delivery services through five existing assessment indicators (Tangible, Emphaty, Assurance, Responsiveness, Reliability) on tourist satisfaction. To implement these objectives, GAP analysis techniques, Importance Performance Analysis (IPA) analysis techniques, and Customer Satisfaction Index (CSI) analysis techniques are used. Later, the results of data from respondents who have been collected through the three analysis techniques that have been determined will be processed. Then to find out how the level of service quality that already exists, researchers use quantitative descriptive techniques by taking some random sampling. The results of this study are used to see a picture of the phenomenon, the description of activities is carried out systematically starting from what tourists expect and what tourists feel. The results of this study prove that service quality through physical evidence, empathy, assurance, responsiveness, and reliability has an effect on tourist satisfaction. Of the two existing variables, namely service quality and tourist satisfaction provided by Jeep car service providers in the Jeep Area.


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