scholarly journals Tourists Perception Towards Tourist Satisfaction in Pangandaran Beach, West Java, Indonesia

2019 ◽  
pp. 1-9
Author(s):  
Lisa Ratnasari ◽  
Bernard Hasibuan ◽  
Ninin Gusdini
Keyword(s):  
Service Quality ◽  
Customer Value ◽  
Information Service ◽  
Quality Attributes ◽  
West Java ◽  
Tourist Destinations ◽  
Tourist Satisfaction ◽  
Potential Gain ◽  
Beach Tourism

Pangandaran Regency has quite diverse tourist destinations ranging from beach tourism, cave tourism, cultural tourism and others. Pangandaran Beach is one of the tourist destinations in the Regency of Pangandaran, West Java, from sources of the Tourism Office and Pangandaran Culture it can be seen that the level of tourist visits to Pangandaran Beach from 2016 to 2017 has decreased for international tourists while experiencing an increase for domestic tourists. Therefore, it is necessary to conduct research aimed to determine the perceptions of tourists to improve the quality of management services in Pangandaran Beach tourist destination. The method used is the servqual method and PGCV (Potential Gain Customer Value). The servqual method aims to see the service quality attributes that need to be improved and the PGCV method aims to complete the analysis results of servqual by determining the priority of improvements that must be done based on the PGCV index. Based on the results of the analysis, there are 5 service quality attributes that need to be improved, such as attractions displayed, providing updated information about upcoming events, integrated information service center on children and lost items, sound notification of danger in the coastal area and the availability of integrated service posts around the beach.

scholarly journals Visitor Satisfaction and Tourist Attraction Image

2021 ◽  
Vol 13 (2) ◽  
pp. 33
Author(s):  
B.O.Y. Marpaung ◽  
Felicia Tania
Keyword(s):  
Service Quality ◽  
Development Strategy ◽  
Destination Image ◽  
Tourist Destination ◽  
Tourist Destinations ◽  
Visitor Satisfaction ◽  
Travel Motivation ◽  
Tourist Satisfaction ◽  
Functional Aspects

Tourist destination image is formed through tourists' perception, which is significantly influenced by interrelated factors related to tourists and the tourist destination itself, i.e., travel motivation, service quality, and tourist satisfaction. The object of this research is the Parapat city in Simalungun Regency North Sumatra Province of Indonesia. Parapat in Simalungun Regency, as a high potential tourist destination in North Sumatera Province of Indonesia, must be able to create a positive image to increase the number of tourist visits. The purpose of this study is to analyze the direct and indirect influence of tourists’ motivation to travel, service quality, and tourist satisfaction towards the image of Parapat. This study suggests a tourist development strategy through the formation of Parapat positive destination image from tourist’s perspective, hence will provide benefits for Parapat tourism stakeholders in developing and managing tourist destinations by improving the quality of existing functional aspects.

scholarly journals Analisis Kualitas Pelayanan Publik dengan Metode Fuzzy-Service Quality (F-Servqual) dan Index Potential Gain Customer Value (IPGCV)

2018 ◽  
Vol 2 (2) ◽  
pp. 101 ◽  
Author(s):  
Wahyu Oktri Widyarto ◽  
Nugraheni Djamal ◽  
Fauzul Adhim
Keyword(s):  
Service Quality ◽  
Customer Value ◽  
Consumer Perceptions ◽  
Quality Of Services ◽  
Level Of Service ◽  
Quality Level ◽  
Five Dimensions ◽  
Customer Expectations ◽  
Potential Gain

This study aims to analyze the level of service quality and prioritize improvements. The method that used in this study is service quality (SERVQUAL) combined with fuzzy concepts to find out the gap between expectations and consumer perceptions through five dimensions namely tangible, reliability, responsiveness, assurance, and empathy. Fuzzy concepts are used to present uncertainties over respondents' assessment of subjective questionnaires. To determine the priority of improvement, used the Customer Value Index Potential Gains (IPGCV) method. Based on processing data results by using fuzzy-servqual method, it is known that the Tangible dimension has a gap of -0.13, the Reliability dimension has a gap of -0.13, the Responsive dimension has a gap of -0.14, the dimension of Assurance has a gap of -0.12, Empathy dimension has a gap of -0.11. The negative value on fuzzy-servqual assessment can be interpreted that the overall service has not met customer expectations. Achievement of the quality level is equal to 0.8606 which is indicates the quality of services still need improvement because the level of service quality is less than 1 (Q <1). Based on calculation using the PGCV Index, it is known that services which have the highest priority are employees who have adequate support from their institutions so that they can carry out their duties properl

Service quality benchmarking of amusement parks using a hybrid approach

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ajith Tom James
Keyword(s):  
Service Quality ◽  
Hybrid Approach ◽  
Quality Attributes ◽  
Analytic Hierarchy ◽  
Content Type ◽  
Tourist Destinations ◽  
Amusement Parks ◽  
Order Preference ◽  
Topsis Technique

PurposeThe purpose of this paper is to develop a framework for benchmarking the service quality of amusement parks.Design/methodology/approachA hybrid approach, which is a combination of AHP (analytic hierarchy process) and TOPSIS (Technique for Order Preference by Similarity to Ideal Solution), is applied for service quality benchmarking.FindingsAmusement parks are centers of attraction at various tourist destinations across the world. Their service quality is constituted by the attainment of certain quality attributes that varies with different parks. For sustaining in the industry, the managers of the parks need to have a good overview of the practices followed by them and their competitors that necessitate benchmarking of the service quality.Practical implicationsThe developed framework using the hybrid methodology of AHP and TOPSIS can be applied for comparing different amusement parks based on quality attributes, which will help the organizers in improving their service quality.Originality/valueThe paper identifies various service quality attributes of amusement parks and an evaluation scheme for those attributes had been developed. Based on these, a framework had been developed for benchmarking of service quality of different amusement parks.

scholarly journals METODE SERVQUAL, KUADRAN IPA, DAN INDEKS PGCV UNTUK MENGANALISIS KUALITAS PELAYANAN RUMAH SAKIT X

2020 ◽  
Vol 8 (2) ◽  
pp. 144
Author(s):  
Ulfi Nur Alifah ◽  
Alan Prahutama ◽  
Agus Rusgiyono
Keyword(s):  
Quality Improvement ◽  
Performance Analysis ◽  
Service Quality ◽  
Customer Value ◽  
Analysis Method ◽  
Five Dimensions ◽  
Customer Expectations ◽  
Potential Gain ◽  
Ease Of Access

The quality of service provided by the hospital is very important because it can be used as a reference in determining customer satisfaction. Service quality can be perceived as good and successful if the customer is satisfied with the services and suitable with what customers expect. However, if the services are not suitable with customer expectations, the service quality will be perceived as bad. This study aims to analyze the service quality of X Hospital based on five dimensions of service quality. The data was collected by distributing questionnaires to 64 selected respondents who were patients from Hospital X. Then, the data were calculated the value of the gap between customer expectations and perceptions. Then analyzed using the Importance Performance Analysis method and the Potential Gain Customer Value Index to determine the priority of service quality improvement. Based on the research results, there are only 5 indicators that have a positive gap score, which means that the service quality is suitable with customer expectations. From the Importance Performance Analysis quadrant, the indicators of service quality are spread across four quadrants. From the PGCV index, the indicator of service quality that becomes the first priority for improvement is the ease of access to purchase necessities for patients.

scholarly journals Customers’ Satisfaction that Influences Business Bank Growth (Study Case of an Indonisian Bank)

2020 ◽  
pp. 7-12
Author(s):  
Bernard Hasibuan
Keyword(s):  
Service Quality ◽  
Rural Areas ◽  
Customer Value ◽  
Quality Attributes ◽  
Customer Relationship ◽  
Service Improvement ◽  
Managerial Implication ◽  
Governmental Organization ◽  
Potential Gain ◽  
Customer Services

The existence of Rural Banks (BPR) in assisting the development and economic progress of the community, especially in rural areas is very important. The purpose of this article is to examine and analyze impact customer’s satisfaction tobusiness bank growth of conventional rural banks in West Sumatra. The studied Indonesian Bank (Code: X) is a regional bank, formed by a non-governmental organization that is experiencing very rapid growth. Customers’ satisfaction will be achieved if the quality of services provided is in accordance with their needs. Therefore, it is necessary to know the value of the level of customers’ satisfaction with service facilities, priority service improvement can be done through the Potential Gain Customer Value Index. The methods used were the servqual method and the PGCV (Potential Gain Customer Value). The servqual method aimed to see the service quality attributes that need to be improved, and the PGCV method aimed to complete the analysis results of servqual by determining the priority of improvements that had to be done based on the PGCV index. Based on the analysis results, there were two service quality attributes that became the improvements priority, namely the Affordable Credit Interest with the score gap of -1.35, and the Professional Survey Teams with the score gap of -0.57. The PGCV index analysis showed the results with the first improvement proposal, namely the Affordable Credit Interest with the PGGV index of 7.47.Managerial implication of this study is understanding for the bank managers that customer is not merely a customer, they are more then what a banking industry thinks. So they need to understand the factors like service quality, customer services, employee behavior, prompt services, customer relationship management which significantly contribute in customer satisfaction.

scholarly journals A Design to Improve the Quality of OVO Electronic Money Payment Services in Tokopedia Using IPA and PGCV

2020 ◽  
Vol 21 (2) ◽  
pp. 153-162
Author(s):  
Eki Septiani ◽  
Eko Pujiyanto ◽  
Muhammad Hisjam
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Customer Value ◽  
Electronic Money ◽  
Priority Service ◽  
Online Payment ◽  
Potential Gain ◽  
Payment Services

Currently, many online payment applications have sprung up in the community. This requires online payment application providers to compete in providing the best service for the community. This study aims to design an increase in the service quality of the OVO online payment application in Indonesia. This research applied Importance Performance Analysis (IPA) and Potential Gain in Customer Value (PGCV) methods to map the performance of service attributes and determine the priority service attributes for improvement. Based on the research conducted, the use of the IPA and PGCV methods has been successfully utilized to map the performance of service attributes and determine priority attributes that should be improved.

scholarly journals Analisis Tingkat Kepuasan Konsumen terhadap Kualitas Produk dan Pelayanan di “Waroeng Kampoeng” Jimbaran menggunakan Metode Customer Satisfaction Index (CSI) dan Potential Gain Customer Value (PGCV)

2020 ◽  
Vol 8 (4) ◽  
pp. 535
Author(s):  
Pandu Desta Wisanggeni ◽  
Amna Hartiati ◽  
Cokorda Anom Bayu Sadyasmara
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Value ◽  
Direct Evidence ◽  
Employee Behavior ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Potential Gain

"Waroeng Kampoeng" is a culinary business that has a menu variant of Chinese food & Indonesian food which is always crowded with visitors, however, an analysis of customer satisfaction is needed to support the successful achievement of satisfaction from service and product quality at a restaurant. The purpose of this research is to (1) find out what attributes are considered important by consumers for achieving customer satisfaction with the quality of products and services in "Waroeng Kampoeng" (2) to measure the performance of services provided "Waroeng Kampoeng" for customer satisfaction (3) determine the level customer satisfaction with products and services in "Waroeng Kampoeng" (4) determine the attributes that need to get priority from the company based on the level of importance and performance to provide satisfaction with customer satisfaction in "Waroeng Kampoeng". The method used to measure the level of customer satisfaction in this study is by distributing questionnaires to 95 selected respondents and will be calculated using the Customer Satisfaction Index (CSI) and Customer Benefit Potential Value (PGCV) with two observed service quality variables, namely direct evidence. , reliability, responsiveness, assurance and empath. Meanwhile, the second variable is the product quality variable which is observed is menu, price, and promotion. The results showed that there are 2 important attributes in determining customer satisfaction with service quality at "waroeng Kampoeng", namely direct evidence and assurance. Meanwhile, the product quality in "Waroeng Kampoeng" is the price and product. The service performance that is already good at "waroeng Kampoeng" is direct evidence that includes cleanliness of the place, cleanliness of the equipment used and WIFI facilities, while what includes guarantees is employee knowledge of the menu, transaction convenience and employee behavior. While the product performance that is already good in "waroeng Kampoeng" is the quality of the product which includes the taste of the drink, the presentation of the drink, the suitability of the food price with the portion, the suitability of the price of the drink with the portion, the variety of the food menu with quality, the suitability of the drink price with the quality and the suitability of the food price. with quality. Based on the customer satisfaction index service quality in "waroeng kampoeng" obtained 79% and the product quality customer satisfaction index in "waroeng kampoeng" 78%, which is included in the satisfied category. The PGCV results show that the attribute that needs to be improved from service quality is employee behavior because the value obtained is 3.23 and the attribute that needs to be improved from the product quality is the suitability of the price of the drink with the quality with the value obtained of 2.93. Keywords : customer satisfaction index, quality of product, quality of service, potential gain customer value.

PENGARUH KUALITAS LAYANAN DAN NILAI PELANGGAN TERHADAP KEPUASAN PELANGGAN TOKO SERBA ADA MATAHARI DI PONDOK GEDE PLAZA KOTA BEKASI

2017 ◽  
Vol 5 (3) ◽  
Author(s):  
Drs. Iwan Kurniawan Subagja, SE., MM. ◽  
Adista Fitriani
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Value ◽  
Research Study ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Analysis Technique ◽  
Study Population

Business competition is currently increasingly stringent requires that marketers develop marketing strategy that is telling. Companies that win business competition can solidify the company's position to survive in the future. This research study aims to analyze the effect of service quality and customer value on customer satisfaction of Multipurpose Shop Matahari in Pondok Gede Plaza simultaneously and partially. The study population is all customers of multipurpose store Matahari. This research uses multiple linear regression analysis technique, with survey data and questionnaire to 130 respondents. The results of this study indicate that the quality of service and customer value positively and significantly affect the customer satisfaction, service quality and customer value positively and partially significant to customer satisfaction.

scholarly journals INFLUENCE OF INFORMATION QUALITY, SYSTEM QUALITY, SERVICE QUALITY AND SECURITY ON USER SATISFACTION IN USING E-MONEY BASED PAYTREN APPLICATIONS

2019 ◽  
Vol 3 (2) ◽  
pp. 288-299
Author(s):  
Winanda Wahana Wargadalam
Keyword(s):  
Service Quality ◽  
User Satisfaction ◽  
Information Quality ◽  
Information Service ◽  
Sampling Technique ◽  
Quality System ◽  
Quality Service ◽  
System Quality ◽  
Business Form

Nowadays technology grow extremely fast and it is helpful in communication and transactions, this effect to human behavior that people consider using technology intentively in daily activites cause of its facilities, one of facilities is digital economic transactions or e-money. Due to increasing of technology, there are some companies run their business form e-money based applications, one of the applications is the PayTren. The purposed of this research is to examine the satisfactory of the user who apply PayTren applications, such as the influence of information quality, system quality, service quality and security. The method of the research is based on DeLone and McLean models, then it will be modified. The research’s data is quantitative data. researchers collected 89 questionnaires from the population of PayTren application users in Batam by using a purposive sampling technique.  The conclusion of the research show that there is an influence between the quality of information, service quality and security on the satisfaction of e-money users based on the PayTren application, while it is found that there is no influence between the quality of the system on the satisfaction of e-money users based on PayTren applications.

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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