Studi Perbandingan Kualitas Layanan Pantai Manggar dan Lamaru di Kota Balikpapan dengan Motode SERVQUAL

Bambang Jati Kusuma, Syahrul Karim, Yogiana Mulyani

Abstract


About 80 percent of the management of tourist attractions in Balikpapan and East Kalimantan are generally managed by local governments while 20 percent are only managed by the private sector. This study aims to determine the quality of tourism management services managed by local governments with the private sector with a case study of the attractions of Manggar and Lamaru beaches. Manggar Beach is managed by Disporapar Balikpapan (public sector), while Lamaru Beach is managed by the private sector (private sector). The hypothesis in this study is that the quality of Lamaru beach services is better than Manggar beach. This study uses a comparative method (comparison) by measuring SERVQUAL dimensions; Tangibles, Reliability, Responsiveness, Assurance, and Empathy with 25 instruments. The instrument used in this study is intended to produce accurate data using a Likert scale. The number of respondents is 150 people who are domestic tourists as long as they have visited the two attractions. As a result, the quality of Lamaru beach services is far better than Manggar beach for all SERVQUAL dimensions

Keywords


Tourism, Attraction, Service Quality, SERQUAL

Full Text:

PDF

References


Anuar, A. N. A., Ahmad, H., Jusoh, H., & Hussain, M. Y. (2012). The roles of tourism system towards development of tourist friendly destination concept. Asian Social Science, 8(6), 146–155. https://doi.org/10.5539/ass.v8n6p146

Aprilia S, P. E. (2017). Pengaruh Daya Tarik Wisata dan Fasilitas Layanan Terhadap Kepuasan Wisatawan di Pantai Balekambang Kab. Malang. Jurnal Administrasi Bisnis (JAB), Vol 51 No.(1), 16–21. https://doi.org/10.1016/0377-2217(84)90040-7

Carothers, B. J., & Reis, H. T. (2013). Men and women are from Earth: Examining the latent structure of gender. Journal of Personality and Social Psychology, 104(2), 385–407. https://doi.org/10.1037/a0030437

Chaturvedi, R. K. (2017). Mapping service quality in hospitality industry: A case through SERVQUAL. Asian Journal of Management, 8(3), 413. https://doi.org/10.5958/2321-5763.2017.00066.X

Handoko, & Swasta. (2000). Motivasi, Persepsi, Dan Kepercayaan Pengaruhnya Terhadap Keputusan Pembelian Konsumen Pada Sepeda Motor Yamaha Di Minahasa, 1(3), 75.

Koutoulas, D. (2004). Understanding the tourist product. Interim Symposium of the Research Committee on International Tourism (RC 50) of the International Sociological Association (ISA) on the Topic: “UNDERSTANDING TOURISM - THEORETICAL ADVANCES,” (May), 1–22. https://doi.org/10.13140/RG.2.1.2250.4806

Kumar, A. (2018). Service Quality Management : A Conceptual Framework for Front Office Departments in Hotel Industry Service Quality Management, (June).

Lu, J., & Nepal, S. K. (2009). Sustainable tourism research: An analysis of papers published in the Journal of Sustainable Tourism. Journal of Sustainable Tourism, 17(1), 5–16. https://doi.org/10.1080/09669580802582480

Mill, Robert, dan Morrison. 1985. The Tourism System.New Jarsley:Prentice hall International

McIntosh, R.W. & Goeldner, C.R. (1986). Tourism: Principles, Practices and Philosophies, 5th ed. John Wiley & Sons, New York.

Panasiuk, A. (2017). From Basic Tourism Products to a Comprehensive Offer of a Tourism Area, (1).

Parasuraman, A.,V.A.Zeithaml,and L. Berry 1988 SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing 64:12-37.

Pemda Kota Balikpapan. (2013). Rencana Pembangunan Jangka Panjang Daerah Kota Balikpapan Tahun 2005–2025. Balikpapan.

Rifaul Kirom, N., & Wayan Jaman Adi Putra, I. (2016). Faktor-Faktor Penentu Daya Tarik Wisata Budaya dan Pengaruhnya Terhadap Kepuasan Wisatawan. Jurnal Pendidikan: Teori, Penelitian, Dan Pengembangan, 1(3), 536–546.

Tohidy Ardahaey, F. (2011). Economic Impacts of Tourism Industry. International Journal of Business and Management, 6(8), 206–215. https://doi.org/10.5539/ijbm.v6n8p206

Waani, H. F. (2016). Sosial Budaya Dalam Pengembangan Pariwisata Di Kelurahan Bunaken Kecamatan Bunaken Kota Manado. E-Journal “Acta Diurna,” V(2).

Yusof, A., Shah, P. M., & Geok, S. K. (2012). Application of Leiper’s tourist attraction system to small-scale Sport event tourism in Malaysia. World Applied Sciences Journal, 18(7), 896–900. https://doi.org/10.5829/idosi.wasj.2012.18.07.2045




DOI: https://doi.org/10.32487/jshp.v3i1.543

Refbacks

  • There are currently no refbacks.


Web
Analytics JSHP Visitor Stats