scholarly journals The Effect of Service Quality in International Airport I Gusti Ngurah Rai on Satisfaction, Image, and Tourists Loyalty Who Visited Bali

1970 ◽  
Author(s):  
Saroha Manulang ◽  
I Komang Gde Bendesa ◽  
I Nyoman Darma Putra
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Structural Equation ◽  
Contact Point ◽  
Sampling Technique ◽  
International Airport ◽  
Tourist Satisfaction ◽  
Tourism Image ◽  
Positive Effect

Airport are the first and the last contact point for tourists when they arrive at their holiday destination. Therefore, the airport facilities are a source of first impression that effect the quality expectations of the tourists on holiday activities. Bali as a world class tourism destination to develop and renovate the Ngurah Rai International Airport in order to improve quality of service in order to give higher satisfaction for tourists visiting Bali. Based on this study aims to determine (1) the effect of quality of service to tourists' satisfaction and the image of Bali tourism; (2) the effect of the image of tourism and the quality of service to the loyalty of tourists visiting Bali; (3) the effect of the satisfaction of tourists to the tourism image and loyalty of tourists visiting Bali; (4) the effect of indirect tourism image of the traveler loyalty through satisfaction of tourists; (5) service quality indirectly traveler loyalty through tourism image; and (6) to determine the rating opinion on the quality of service Bali's Ngurah Rai International Airport. Population of this research was all foreign tourists visiting Bali through Ngurah Rai Airport at the time of the research. The research samples included 348 respondents were chosen with nonprobability sampling. accidental sampling technique. Data collected through questionnaires, interviews and observations. The collected data were analyzed with SERVQUAL, Importance Performance Analysis (IPA), and Structural Equation Modelling (SEM) for hypothesis testing. The results showed (1) the quality of service Bali's Ngurah Rai International Airport is a positive effect on tourist satisfaction and the image of Bali tourism; (2) the image of tourism and service quality Bali's Ngurah Rai International Airport is a positive effect on loyalty rating; (3) The traveler satisfaction positive effect on tourism image and loyalty of tourists visiting Bali; (4) Tourism image positive effect on loyalty through satisfaction of tourists; (5) service quality Bali's Ngurah Rai International Airport affect the tourist loyalty through tourism image; and (6) overall rating opinion on the quality of service in the high category, with the highest quality opinions contained in the tangible dimension and the opinion of the lowest quality is below average are in the dimension of reliability.

scholarly journals KUALITAS LAYANAN WISATA MEDIS YANG MEMPENGARUHI KEPUASAN DAN LOYALITAS WISATAWAN MANCANEGARA DI BALI

2019 ◽  
pp. 348
Author(s):  
Yudha Eka Nugraha ◽  
Syamsul Alam Paturusi ◽  
Ni Made Sofia Wijaya
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Medical Tourism ◽  
Sampling Technique ◽  
Equation Model ◽  
Medical Services ◽  
Tourist Satisfaction ◽  
Medical Clinics ◽  
Main Variable

Medical Tourism is a potential sector to develop in Bali. Medical clinics offer various medical services treatment to attract tourists. The clinics must have an excellent quality of standard services to get customers satisfaction. The aim of this study is to analyze the influence of the medical services quality on tourist satisfaction and tourist loyalty in Radiance Clinic Bali. They were about 200 respondents and selected using accidental sampling technique. The analysis uses Structural Equation Model (SEM), calculated with AMOS program. The result of research examines that service quality is a main variable with significance effects on the satisfaction and loyalty of tourists’ customers in Bali. Results of the research indicated that there is direct effect between service quality to satisfaction and satisfaction to loyalty. On the other hand, indirect effect happens between service quality to loyalty. Keywords: Service Quality, Tourist Satisfaction, Tourist Loyalty

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN DALAM MENGGUNAKAN LAYANAN OJEK ONLINE DI KARAWANG

2021 ◽  
Vol 6 (1) ◽  
pp. 19-28
Author(s):  
Lania Muharsih
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Research ◽  
Service Providers ◽  
Sampling Technique ◽  
Coefficient Of Determination ◽  
Quantitative Research Methods ◽  
Positive Effect

The progress of this online transportation company certainly depends on the quality of service provided to its customers. Companies engaged in online-based transportation service providers are required to provide good service to their customers in order to satisfy their customers. This study aims to determine the effect of service quality on customer satisfaction in using online taxibike services in Karawang. The research method used is quantitative research methods with non-experimental research design. Sampling in this study was carried out by using a quota sampling technique. The number of samples in this study were 384 respondents. The method of data collection was carried out using service quality instruments with 57 valid items and customer satisfaction instruments with 29 valid items. Based on the Cronbach Alpha formula, the reliability coefficient of the service quality instrument is 0.978 and the customer satisfaction instrument is 0.907, which means that these two scales are very reliable. The results of the data analysis show that there is a positive effect of service quality on customer satisfaction in using online taxibike services in Karawang. This means that the better the quality of service provided by online taxibike service providers in Karawang, the higher customer satisfaction. The results of the calculation of the coefficient of determination show that service quality has a positive effect on customer satisfaction by 1.7%, while the other 98.3% are influenced by other variables not examined in this study. The suggestions for further research are examining other variables that can affect customer satisfaction, such as service quality and price.Keywords: Service quality, customer satisfaction, online taxibike Kemajuan perusahaan transportasi online ini tentunya bergantung pada kualitas pelayanan yang diberikan untuk para pelanggannya. Perusahaan yang bergerak di bidang jasa penyedia transportasi berbasis online dituntut untuk memberikan pelayanan yang baik kepada pelanggannya agar bisa memuaskan pelanggannya. Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan terhadap kepuasan pelanggan dalam menggunakan layanan ojek online di Karawang. Metode penelitian yang digunakan adalah metode penelitian kuantitatif dengan desain penelitian non-eksperimental. Pengambilan sampel pada penelitian ini dilakukan dengan teknik pengambilan sampel kuota. Adapun jumlah sampel dalam penelitian ini sebanyak 384 responden. Metode pengumpulan data dilakukan dengan menggunakan instrumen kualitas pelayanan sebanyak 57 item sahih dan instrumen kepuasan pelanggan sebanyak 29 item sahih. Berdasarkan rumus Alpha Cronbach diperoleh koefisien reliabilitas instrumen kualitas pelayanan sebesar 0,978 dan instrumen kepuasan pelanggan sebesar 0,907, yang berarti kedua skala ini sangat reliabel. Hasil analisis data menunjukkan bahwa terdapat pengaruh positif kualitas pelayanan terhadap kepuasan pelanggan dalam menggunakan layanan ojek online di Karawang. Artinya semakin baik kualitas pelayanan yang diberikan penyedia jasa layanan ojek online di Karawang maka semakin tinggi kepuasan pelanggan. Hasil perhitungan koefisien determinasi menunjukkan bahwa kualitas pelayanan memberikan pengaruh positif terhadap kepuasan pelanggan sebesar 1,7%, sedangkan 98,3% lainnya dipengaruhi oleh variabel-variabel lain yang tidak diteliti dalam penelitian ini. Adapun saran untuk penelitian selanjutnya yaitu meneliti variabel-variabel lain yang dapat memengaruhi kepuasan pelanggan misalnya kualitas jasa dan harga.Kata Kunci: Kualitas pelayanan, kepuasan pelanggan, ojek online

Analysis of Service Quality and Promotion on Decision and Satisfaction of Foreign Visitors on Pandawa Beach Ecotourismin Badung Regency

2018 ◽  
Vol 9 (06) ◽  
pp. 20800-20810
Author(s):  
I NyomanGede Sudiarta ◽  
I Wayan Sujana ◽  
Anik Yuesti
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Structural Equation ◽  
Sem Analysis ◽  
Equation Modeling ◽  
Visitor Satisfaction ◽  
Dependent Variables ◽  
Strongly Agree ◽  
Positive Effect

The development of various facilities and infrastructure as well as efforts to improve the quality of service on Pandawa Beach Ecotourismis always done to attract and give satisfaction to the visitors. This study aims to determine the effect of service quality and promotion on visitor decisions and visitor satisfaction as well as to determine the effect of visitor decisions on visitor satisfaction on Pandawa Beach Ecotourism Badung Regency, Bali Province. The variables in this study consistof two independent and two dependent variables. Independent variables in this study are service quality and promotion, while the dependent variables in this study are the visitor decision and visitor satisfaction. The population in this study is foreign tourists who visit the Pandawa Beach Ecotourism. In this research a non-probability sampling method is used, taking anaccidental sampling approach with asample number of 96 respondents. The type of data used is descriptive and quantitative data expressed in 5-Point Likert Scale ranging from strongly disagree to strongly agree. Methods of data analysis in this study are through descriptive and inferential analysis. Inference analysis uses Structural Equation Modeling (SEM) analysis with SMARTPLS 3 program.The result of this study indicates that: 1) Quality of service has a positive and significant effect on the visitor decision with coefficient value of 0,528 and t-statistic value of 6,625.2) Promotion has a positive and significant effect on the visitor decision with coefficient value of 0,246and t-statistic value of 2,843. 3) Service quality has a positive effect on visitor satisfaction with coefficient value of 0,415 and t-statistic value of 4,007. 4) Promotion has no effect on visitor satisfaction with coefficient value of 0,069 and t-statistic value of 0,638 which t-statistic value is under critical value of 1,96. 5) Visitor decisions have a positive effect on visitor satisfaction with coefficient value of 0.389 and t-statistics of 4.422.

scholarly journals Kualitas Layanan Wisata Medis Yang Mempengaruhi Loyalitas Wisatawan Berkunjung Ke Bali

2018 ◽  
Vol 1 (1) ◽  
pp. 65-86
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Medical Tourism ◽  
Services Quality ◽  
Sampling Technique ◽  
Equation Model ◽  
Sem Analysis ◽  
Medical Services ◽  
Tourist Satisfaction

Recent years, medical tourism began to develop in Bali. This phenomenon indicated by a proliferation of medical clinics that offer a various medical services treatment to tourists. In order to be chosen by tourists, clinics must have an outstanding medical services quality for winning the competition and for the sake of customers’ satisfaction. The purpose of this study is to determine the influence of the medical services quality on the tourists’ satisfaction in Radiance Clinic Bali. The number of samples specified in this study were 200 respondents chosen by accidental sampling technique. This study uses Structural Equation Model (SEM) analysis, computed with AMOS program. The results of this research analysis states that each indicator of service quality should be maintained and improved to boost satisfaction. Regarding on the results of the 200 participating respondents showed that satisfaction caused by outstanding service quality of medical tourism in Bali for the future needs. Keywords: Service Quality, Tourist Satisfaction, Clinics in Bali

scholarly journals PENERAPAN STRUCTURAL EQUATION MODELLING (SEM) UNTUK MENGANALISIS FAKTOR – FAKTOR YANG MEMPENGARUHI KINERJA BISNIS (STUDI KASUS KAFE DI KECAMATAN TEMBALANG DAN KECAMATAN BANYUMANIK PADA JANUARI 2019)

2020 ◽  
Vol 9 (2) ◽  
pp. 122-134
Author(s):  
Ade Irma Pramudita ◽  
Tatik Widiharih ◽  
Rukun Santoso
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Structural Equation ◽  
Business Performance ◽  
Business Strategies ◽  
Equation Modeling ◽  
Final Project ◽  
Product Attractiveness ◽  
Positive Effect

This research is done to examine the effect of quality of service and product attractiveness toward business strategies based on service in order to improving business performance. The sample of this study were Cafe owners in Tembalang Subdistrict and Banyumanik Subdistrict, total are 116 respondents. In this Final Project, the processing of Structural Equation Modeling (SEM) is AMOS software. The results of the analysis show that service quality has a positive effect on business strategies based on service to improving business performance. The most significant factor that affecting business performance is quality of service. Quality of service is important in the performance of a café business. Cafe owners must always pay attention to the quality of café service to customers, because the quality of service is the main consideration for customers to visit cafes.

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN DAN DAMPAKNYA TERHADAP LOYALITAS PELANGGAN

2020 ◽  
Vol 8 (2) ◽  
pp. 117-122
Author(s):  
Sri Rahayu ◽  
Lela Nurlaela Wati
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Modeling ◽  
Sampling Techniques ◽  
Equal Opportunities ◽  
Positive Effect

This study aims to analyze empirical evidence of the effect of service quality on customer satisfaction and its impact on customer loyalty at PT Indovisual Service Solution Jakarta. Samples in this study were 124 customers, probability sampling techniques, namely sampling techniques that provide equal opportunities for each element (member) of the population to be selected as sample members. Analysis of the data used is Structural Equation Modeling (SEM). empirical research results Service quality has a positive and significant effect on customer satisfaction. These results indicate that by improving the quality of service, customers will feel satisfied with the services provided. Service Quality has a positive and significant effect on customer loyalty. These results indicate that by improving the quality of service, customers will feel loyal and will continue to use the services of PT Indovisual Service Solution. Customer satisfaction does not have a significant positive effect on customer loyalty. This means that the lower the customer satisfaction, customer loyalty will also decrease the quality of service has a positive and significant effect on customer loyalty. These results indicate that by improving the quality of service, customers will feel loyal and will continue to use the services of PT Indovisual Service Solution

scholarly journals KONTRIBUSI KUALITAS JASA, KEPERCAYAAN DAN KEPUASAN KONSUMEN DALAM MENCIPTAKAN LOYALITAS KONSUMEN

2017 ◽  
Vol 13 (2) ◽  
Author(s):  
Erwin Erwin ◽  
Tumpal J. R Sitinjak
Keyword(s):  
Quality Of Service ◽  
Structural Equation Modeling ◽  
Service Quality ◽  
Significant Influence ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Sampling Technique ◽  
Equation Modeling ◽  
Consumer Loyalty

<p>This study aims to examine the contribution of influence quality of service, trust, and consumer satisfaction in creating consumer loyalty.The object of this research is JNE Apartment Gading Nias. This study used a causal study using a questionnaire for data collection. For sampling, the method used is non probability sampling with judgment sampling technique The procedure used for model testing and data processing is the structural equation modeling using Linear Structural Relationship (Lisrel) method through software Lisrel 8.80.This research resulted the finding that the service quality have positive and significant effect to the trust, the quality of service have positive and significant effect to the consumer satisfaction, the quality of service have positive and significant influence to consumer loyalty, trust not influence to consumer loyalty, and consumer satisfaction have positive and significant influence to loyalty consumer.<br />Keywords: Service Quality, Trust, Consumer Satisfaction, Consumer Loyalty</p>

KEPUASAN KONSUMEN DITINJAU DARI KUALITAS PELAYANAN, STORE ATMOSPHERE DAN PROMOSI DI RUMAH MAKAN PONDOK JOWI SOLO

2020 ◽  
Vol 4 (02) ◽  
Author(s):  
Shofia Zulfa Amalina ◽  
Sri Hartono ◽  
Ratna Damayanti
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Likert Scale ◽  
The Relationship

The purpose of this study was to analyze the effect of whether or not the quality of service, store atmosphere and promotion of consumer satisfaction at Pondok Jowi Restaurant Solo. The population in this study were consumers of Pondok Jowi Solo Restaurant in January 2020 at May 2020 with a total of 14,030 people. The sampling techniquemismpurposive samplingm which is a sampling technique with certain considerations by taking 100 respondents. Data collection uses a Likert scale questionnaire to measure respondents' answers to identify the relationship between service quality, store atmosphere and promotion of customer satisfaction. The results show that service quality, store atmosphere and promotion have a simultaneous and significant effect on customer satisfaction, servicei quality has assignificant effect on customer satisfaction, store atmosphere has a significant effect on customer satisfaction, and promotion has significant effect on customer satisfaction. Keywords: Service quality, Store atmosphere, Promotion, Consumer satisfaction

scholarly journals PENGARUH STRATEGI PEMASARAN TERHADAP KEPUASAN WISATAWAN MELALUI KUALITAS PELAYANAN (STUDI KASUS OBYEK WISATA KEPULAUAN SERIBU)

2018 ◽  
Vol 13 (1) ◽  
pp. 90-104
Author(s):  
Sukarni Novita Sari
Keyword(s):  
Quality Of Service ◽  
Marketing Strategy ◽  
Structural Equation ◽  
Marketing Strategies ◽  
Equation Modeling ◽  
Tourist Satisfaction ◽  
Tourism Sector ◽  
Analysis Technique ◽  
The Face

Tourism sector became strategic and significant when it taken seriously and done professionally. Selling tourism products and services need not only a coordination, but a good cooperation between all organizations that are responsible for developing tourism sector and all parties involved or associated with tourism activities. One effort that can be done is to develop a marketing strategy that is expected to attract tourists back and also can create self-satisfaction in tourists.To obtain optimal results, this marketing strategy has a broad scope in the field of marketing of which is a strategy in the face of competition, pricing strategy, product strategy, service strategy and so on. Therefore, this study will analyze about the influence of marketing strategies and quality of service to tourist satisfaction.The method used in this research is quantitative with the questionnaire as a data collection tool to obtain the responses of the respondents regarding the variables in this study. The data analysis technique used in this research is Structural Equation Modeling (SEM). Respondents involved in this study are 120 tourists that also customers of CV Ryzqi Samudra.The research proves that the marketing strategy has a positive and significant impact on the quality of services and satisfaction of tourists. Variable quality of service also has a positive and significant impact on tourist satisfaction.

scholarly journals PENGARUH KUALITAS PELAYANAN DAN CITRA MEREK TERHADAP KEPUASAN WISATAWAN NUSANTARA MENGGUNAKAN TRANSPORTASI ONLINE GRAB DI KUTA, BALI

Jurnal IPTA ◽  
2020 ◽  
Vol 8 (2) ◽  
pp. 226
Author(s):  
Maria Laru Sendy Ludju ◽  
I Made Kusuma Negara ◽  
Ni Putu Eka Mahadewi
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Brand Image ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Dominant Dimension ◽  
Tourist Satisfaction ◽  
Brand Association ◽  
Quantitative And Qualitative Research

This study aimed to explain the effect of service quality and brand image on the satisfaction of domestic tourists who used Grab online transportation in Kuta, Bali. The research method used in this research was quantitative and qualitative research methods (mix methods). Questionnaires were distributed to 150 domestic tourists with a sample determination method using purposive sampling. The method of data analysis used multiple linear regression analysis with SPSS 18.0 program. The results of this study stated that partially the quality of service had a positive and significant effect on the satisfaction of domestic tourists with the dominant dimension being the tangible dimension and brand I mage giving a positive and significant effect on the satisfaction of domestic tourists with the dominating dimension being the support of the brand association. Simultaneously, the quality of service and brand image had a positive and significant influence on the satisfaction of domestic tourists. The R Square value of 0.672 meant that 67,2% of tourist satisfaction could be explained by the variable service quality and brand image, while the remaining 32,8% was influenced by other variables not examined in this study.

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