scholarly journals The Measurement of Service Quality at Linow Lake Tourist Attraction Using Servqual Method

2021 ◽  
Vol 4 (2) ◽  
pp. 1-12
Author(s):  
Stefani I. Angmalisang
Keyword(s):  
Service Quality ◽  
Response Speed ◽  
Economic Benefits ◽  
Tourism Industry ◽  
Tourist Attraction ◽  
Five Dimensions ◽  
Tourist Attractions ◽  
North Sulawesi ◽  
The Government

The tourism industry sector in North Sulawesi is currently getting more attention by the government. Linow lake is one of the busiest and visited tourist attraction. The tourism industry must apply the concepts, regulations and guidelines in tourism development in order to be able to maintain and increase the number of tourist visits which will lead to economic benefits for the tourism industry and local communities. In Tomohon city itself, there are so many natural tourist attractions which as beautiful as Linow Lake. In order for tourists to feel satisfied and want to visit the Linow lake on the next day, the quality of service cannot be overlooked. For this reason, measurement of service quality was carried out using five dimensions, Tangible, Reliability, Assurance, Responsiveness, and Empathy. It will be measured to 100 respondents, how the expectations and perceptions of tourists about the service quality at Linow Lake tourist attractions. Measurements were carried out by using servqual method, which calculates the difference between the expectations and perceptions of tourists consisting of 22 questions. The result of the analysis showed a positive value of 0.17, which means that the service quality at Linow Lake tourist attractions has exceeded the expectations of visitors. However, one dimension, responsiveness, gets a negative value, and it is expected that the management can improve the quality of its services in terms of response speed, especially on busy visitor days.

scholarly journals Service Delivery in the Lesotho Tourist Attraction Sector: Are Tourists Satisfied with the Service Provision?

2021 ◽  
Vol 2 (10) ◽  
pp. 677-691
Author(s):  
Boitumelo Caroline Rasethuntsa
Keyword(s):  
Qualitative Research ◽  
Service Quality ◽  
Service Delivery ◽  
Environmental Sustainability ◽  
Service Provision ◽  
Economic Benefits ◽  
Research Approach ◽  
Tourist Attraction ◽  
African Countries ◽  
Tourist Attractions

Tourism has emerged into an economic giant and an engine utilised by African countries to gain economic benefits.  Because tourism is a diverse industry comprising of many subsectors, tourist attractions are regarded as a strategic area of the industry. This study aims to determine the features that attract tourists to Lesotho and establish whether the tourists are satisfied with the service quality provided at local tourist attractions. The study utilised qualitative research approach, and interviews were conducted to gain the insight information regarding the topic under investigation. The findings revealed that the Lesotho landscape and culture are features stimulating destination visitation. Also, the empirical results highlighted that tourist are dissatisfied with the local tourist attractions services including underutilisation of online services, unprofessionalism and lack of skills, under marketing of tourist attractions, and environmental sustainability mismanagement among others. Strategies for improvement are provided based on the findings to enable enhanced management of tourist attractions.

scholarly journals Pengaruh Kualitas Layanan terhadap Loyalitas Wisatawan Nusantara dengan Kepuasan Wisatawan Nusantara sebagai Variabel Intervening

2015 ◽  
Vol 5 (1) ◽  
pp. 24
Author(s):  
Eny Sulistyowati ◽  
Sobirin Maliyan
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Strong Influence ◽  
Tourism Industry ◽  
Quality Of Services ◽  
Tourist Attraction ◽  
Business World ◽  
Tourist Satisfaction

<p>In the business world, customer satisfaction is an absolute must be the goal to achieve success. Due to the achieved satisfaction of the consumers or customers will bring many benefits to manufacturers or institutions, among others, will make consumers become loyal. From the results of research conducted shows that Quality of services provided to tourists have a strong influence on the loyalty of tourists to visit the tourism objects in the area of Yogyakarta. This is evidenced by the results of the r2 of the influence of service quality to local tourists loyalty is about 22.2%. This shows if the service quality provided by the tourism industry in Yogyakarta enhanced within the region will make the travelers loyal to the tourism industry in Yogyakarta. In addition to the quality of services provided to tourist there are other factors that also have a strong influence on the tourist loyalty that tourist satisfaction factor, as evidenced by the r2 value of 15.2%. This suggests that if the tourism industry pay attention to things that could improve the satisfaction of tourists visiting the attractions in Yogyakarta, then the tourists will be eager to visit again or loyal. Meanwhile, indirectly influence the quality of service to tourists loyalty through the satisfaction of tourists who visit tourist attraction in the DIY region have only r2 values of 0.015 or 1.5%. This implies that the satisfaction of tourists is less strong loyalty of tourists who visit tourist attraction in the area of DIY.</p>

scholarly journals KUALITAS PELAYANAN PUBLIK DALAM MEMENUHI KEPUASAN MASYARAKAT DI KANTOR IMIGRASI KELAS I KHUSUS SURABAYA

2017 ◽  
Vol 3 (1) ◽  
Author(s):  
Rachman Rahardian ◽  
Zakariya Zakariya
Keyword(s):  
Service Quality ◽  
Public Service ◽  
Public Services ◽  
Class I ◽  
Community Satisfaction ◽  
Five Dimensions ◽  
The People ◽  
Immigration Service ◽  
The Government

Quality Of Public Service in Fulfilling Community Satisfaction in Class Of Immigration Class I Special Surabaya. Public services in accordance with Act No. 25 of 2009 on the public service is a form of services either in the form of public goods, one form of public service held by the government is meeting the needs of society in the manufacture of passports by the Immigration Office. However, in the provision of services performed, there are problems that often occur like, there is always a long queue, inadequate parking space. Special Class I Immigration Office Surabaya is one of the facilities that serve service traveling abroad. The focus of research at the Immigration Service Quality Class I Special Surabaya measured using the five dimensions of service quality (SERVQUAL) According to Parasuraman, namely Tangible, Realibility, Responsiveness, Assurance, Empathy. This study used a qualitative descriptive approach. Results from the study show that: 1) The services in Class I Special Immigration Office of Surabaya in society already said enough good can be seen from the Tangible, Realibility, Responsiveness, Assurance, Empathy. 2) Conditions of service given Class I Special Immigration Office Surabaya to communities based on Tangible, Realibility, Responsiveness, Assurance, Empathy has been said to be quite good. 3) community satisfaction with the services in Class I Special Immigration Office Surabaya already be quite good, which includes Realibility, Assurance, Empathy. But the satisfaction of the people are still not satisfied because there are said to be found lacking from the dimension Tangible, Responsiveness. 1) The services in Class I Special Immigration Office of Surabaya in society already said enough good can be seen from the Tangible, Realibility, Responsiveness, Assurance, Empathy. 2) Conditions of service given Class I Special Immigration Office Surabaya to communities based on Tangible, Realibility, Responsiveness, Assurance, Empathy has been said to be quite good. 3) community satisfaction with the services in Class I Special Immigration Office Surabaya already be quite good, which includes Realibility, Assurance, Empathy. But the satisfaction of the people are still not satisfied because there are said to be found lacking from the dimension Tangible, Responsiveness. Keywords: Quality of Public Services, Public Satisfaction

scholarly journals KUALITAS PELAYANAN KARTU TANDA PENDUDUK ELEKTRONIK DI KECAMATAN CISARUA KABUPATEN BOGOR

2017 ◽  
Vol 2 (1) ◽  
pp. 35
Author(s):  
Siti Rahayu Septiany ◽  
Beddy Iriawan Maksudi ◽  
Irma Purnamasari
Keyword(s):  
Service Quality ◽  
Public Service ◽  
Population Database ◽  
Five Dimensions ◽  
The Public ◽  
Civil Registration ◽  
Identity Card ◽  
The Government ◽  
The Village

Various community responses tend to suggest that different types of public services suffered a setback which is mainly marked by numerous irregularities in the public service. Systems and procedures are complicated, and human resources were slow in providing the service, expensive, closed, and discriminatory and cultured not serve, but served also an aspect of public service spotlight, especially in terms of population administration one of them in the service of making electronic ID card.The research objective is to know the quality of the electronic ID card service in District Cisarua, Bogor regency.The theory that used to analyze the quality of service is a theory proposed by Parasuraman in Harbani Pasolong (2013) which has five dimensions of service quality to be able to successfully include the dimensions of tangible, reliability, responsiveness, assurance, empathy. The five dimensions above should be implemented fully for one another have relevance.This research used descriptive quantitative method by using questionnaires as the main instrument to data collect.These results indicate that the quality of the electronic ID card service in District Cisarua, Bogor regency according to respondents of employees included in the criteria for the interpretation of Good, while according to the respondents community service quality Electronic Identity Card in District Cisarua, Bogor regency included in the criteria Pretty Good. It is explained that the completion of this electronic ID card service can’t be resolved quickly due to the completion of this electronic ID cards involve other agencies, namely the Department of Population and Civil Registration in Bogor district is not authorized for card printing and database processing. Suggestions from this study recommend that the government give them the authority to process the district population database that can handle an error in the electronic ID card identity. Then the district should continue to strive to conduct socialization to the village office of each region, with emphasis to the village to mobilize RW and RT convey any information which would have informed to the public; Keywords: Service Quality of electronic ID cards

scholarly journals Measuring Retail Service Quality: An Empirical Assessment of the Instrument

2006 ◽  
Vol 31 (2) ◽  
pp. 45-56 ◽  
Author(s):  
Darshan Parikh
Keyword(s):  
Service Quality ◽  
Retail Store ◽  
Retail Stores ◽  
Retail Sector ◽  
Five Dimensions ◽  
Perceived Service Quality ◽  
Retail Service ◽  
The Government ◽  
Retail Service Quality

Retailing in India is growing at the rate of about 18-20 per cent per annum. As part of its strategy to gradually open it up to foreign competition, the government is also in the process of increasing foreign direct investment in the retail sector. At the same time, the urban consumer is becoming more discerning and demanding as far as the lifestyle is concerned. Urban Indian household income and purchasing power are also on the rise. Under such circumstances, the success of organized retailing in India mainly depends on delivery of services through quality improvements. In service organizations, customer-perceived service quality is considered as one of the key determinants of business performance. So far, in the Indian context, there is a dearth of tested instruments which can measure customer-perceived service quality of a retail store. At the same time, instruments developed in other countries have not been tested for their applicability in the Indian retail industry. It is in this context that this paper reports on the application of Dabholkar, Thorpe and Rentz's (1996) retail service quality scale in measuring the gap between the customers' expectations and their perceptions about the service quality of retail stores in India. Statistical analyses were performed to test the dimensionality of service quality and to examine the reliability of the scale. Finally, the analysis of the gap scores was used to suggest relevant improvements in the retail store service quality. The results indicate the following: Although the instrument was found to be quite reliable, the gap scores did not merge into five dimensions of service quality as proposed by the scale developers; rather, the gap scores roughly merged into nine dimensions. The instrument and the five dimensions of service quality may need considerable restructuring. A few statements which showed considerable reliability problems should be restated or substituted by more relevant statements. The instrument may not be applicable to the retail sector in India without further restructuring. Further research is necessary to understand retail store service quality in India. The analysis of the gap scores indicates that the highest perceived service gap lies in the policies of the retail stores, particularly, parking facilities provided by them. Apart from this, all other statements also show a negative gap implying the need for considerable improvements in retail service quality. Therefore, as organized retailing develops in India, retail stores in India will have to improve the quality of their services significantly in order to compete successfully in the global marketplace.

scholarly journals Developing a Service Culture

2015 ◽  
Author(s):  
Dr. Simon Hudson ◽  
Louise Hudson
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Tourism Industry ◽  
Business Success ◽  
Five Dimensions ◽  
Customer Expectations ◽  
Key Factor ◽  
The Difference

Service quality has been increasingly identified as a key factor in differentiating service products and building a competitive advantage in tourism. The process by which customers evaluate a purchase, thereby determining satisfaction and likelihood of repurchase, is important to all marketers, but especially to services marketers because, unlike their manufacturing counterparts, they have fewer objective measures of quality by which to judge their production. Service quality can be defined as customers’ perceptions of the service component of a product, and these perceptions are said to be based on five dimensions: reliability, assurance, empathy, responsiveness, and tangibles (Parasuraman et al., 1988). Many researchers believe that an outgrowth of service quality is customer satisfaction, measured as the difference between the service that a customer expects and the perceived quality of what is actually delivered (Reichheld & Sasser, 1990). Satisfying customers has always been a key component of the tourism industry, but never before has it been so critical. In these uncertain times, and with increased competition, knowing how to win and keep customers is the single most important business skill that anyone can learn. Customer satisfaction and loyalty are the keys to long-term profitability, and keeping the customer happy is everybody’s business. Becoming customer-centered and exceeding customer expectations are requirements for business success. Well-publicized research shows that companies can increase profits from 25 to 85 per cent by retaining just five per cent more of their customers (Reichheld & Sasser, 1990), and research indicates that merely ‘satisfying’ customers is no longer enough to ensure loyalty (Heskett et al., 1997). This means that it is not enough just to please customers. Each customer should become so delighted with all elements of their association with an organization that buying from someone else is unthinkable.

scholarly journals ANALISIS PERILAKU KONSUMEN YANG MEMPENGARUHI PEMILIHAN TEMPAT WISATA PANTAI DENDANG MELAYU BATAM

2019 ◽  
Vol 3 (1) ◽  
pp. 22-28
Author(s):  
Muhammad Rasyid Ridho Lubis ◽  
Dwi Kartikasari
Keyword(s):  
Data Analysis ◽  
Consumer Behavior ◽  
Psychological Factors ◽  
City Government ◽  
Tourist Attraction ◽  
Analysis Method ◽  
Tourist Attractions ◽  
Material Evaluation ◽  
The Government ◽  
Selection Of

Dendang Melayu Beach is a public beach that is being developed by the Batam City Government. Although various efforts have been made by the government to increase the number of visitors to this beach, it turns out that the number of visitors has not necessarily increased consistently but fluctuated up and down. Therefore, this research was carried out to further explore the behavior of visitors in the hope that it could become a material evaluation of the government in developing this tourist attraction. This study aims to examine the effect of consumer behavior on the selection of Dendang Melayu Beach tourist attractions. The respondents of this study were 100 tourists who visited the Batam Dendang Beach. The data analysis method used is inductive statistics using multiple linear regression. The results of this study are the four variables of consumer behavior namely cultural, social, personal and psychological factors partially positive and significant effect on the choice of tourist attractions.

scholarly journals SERVQUAL Gap Analysis of Nepalese Commercial Banks

The Batuk ◽  
2020 ◽  
Vol 6 (2) ◽  
pp. 42-52
Author(s):  
Makshindra Thapa
Keyword(s):  
Service Quality ◽  
Questionnaire Survey ◽  
Commercial Banks ◽  
Gap Analysis ◽  
Male And Female ◽  
Five Dimensions ◽  
Significant Difference ◽  
Sample Test

The main objective of this paper is to present empirical findings regarding service quality being offered by Nepalese commercial banks. The SERVQUAL gap analysis has-been applied to measure extent of service quality expected and actually perceived by the customers within five dimensions; tangibles, reliability, responsiveness, assurance and empathy. The gap analysis finding is based on responses of 216 bank customers. A questionnaire survey conducted consisting the SERVQUAL instrument with 22 items used for the survey originated by Parasuraman et al. (1988). The result of gap analysis showed that there remarkable service quality gaps in all five dimensions of SERVQUAL. Empathy and assurance have more gaps relative to other dimensions. Independent sample test showed that there is no significant difference between male and female respondent’s perceived gaps in service quality of these banks.

scholarly journals PROMOTION AND QUALITY OF SERVICE WITH INTERESTS TO VISIT TOURIST OBJECTS: SISTEMATIC SEARCH

2020 ◽  
Vol 2 ◽  
pp. 3-7
Author(s):  
Nellyn Lutur
Keyword(s):  
Quality Of Service ◽  
Local Government ◽  
Service Quality ◽  
Marketing Strategy ◽  
Local Governments ◽  
Tourism Industry ◽  
Systematic Search ◽  
Stable Conditions ◽  
The Right

The aim of the research is the systematic search of promotion and quality of service with interest to visit tourist objects. This article is a systematic search that collects data from relevant indexed journals in Indonesia. These findings are discussed in a theoretical study so as to produce a conclusion. This article draws the conclusion that in the current era, the use of the right marketing strategy is very important because many new attractions are emerging as competitors. Applying the right marketing strategy will bring tourists and make tourists who have visited have an interest to visit again. The interest in revisiting is the encouragement of someone to carry out a visit to the destination that was visited. The regional tourism industry pays attention to the duties and functions of the promotion department and service quality in planning and implementing strategies that optimize a tourist interest. The quality of service within these institutions and local governments in the field of tourism is very closely related and has a strong influence on the tourism industry. There are promotion factors and service quality, connected with the interest of the local government in tourists visiting directly or indirectly, thus affecting the development of industries in the region. The attitude of the local government directly influences the visit of domestic and foreign tourists, then indirectly the situation and stable conditions in political, economic and security developments. The contribution of this research is to study theories about promotion and service quality with an interest in visiting tourist objects.

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