ANALISIS FAKTOR PENENTU KEPUASAN WISATAWAN PERANCIS TERHADAP KUALITAS PELAYANAN PRAMUWISATA DI PT. PACTO BALI PRIMA HOLIDAYS SANUR BALI

I Kadek Dwipayana

Abstract


Travel agent is a service industry where the point of working as a tourist guide travelers.One of the tourist satisfaction is determined by the guide service as a transmitter of services provider. Provider services are referred from the delivery of information, quality of service, as well as knowledge and skills in serving tourists.

The study analyzes determinants of french traveler satisfaction on guide service quality on PT. Pacto Bali Prima Holidays. The problem formulation discusses three issues: (1) What are the standards of service quality in the PT. Pacto Bali Prima? (2) How is the quality of guides service in the PT. PactoBaliPrima Holidays? (3)What factors are determinants of French traveler satisfaction in PT. Pacto Bali Prima Holidays ?. This study aims to find tourist guides service quality standards, determine the level of touristssatisfactionand travelers looking fordeterminant of tourist satisfaction.

The analysis use quantitative and qualitative methods. Qualitative analysis is used to identify service standards, so it is composed of sixteen indicators. Quantitative analysis is used to calculate the level of tourist satisfaction using informance perfomance matrix analysis and develop a cartesian diagram to know the cartesian point which is an indicator of interest of service. The data source is the premier data sources and secondary data. Data collected by observation, interviews and questionnaires to a number of 80 sheets of French tourists who use the services of guides in the PT. Pacto Bali Prima Holidays.

These results indicate that travelers feel very satisfied with the performance guides. This can be seen from the calculation of the average expectation score of 4.46 and the average score of the performance of a specific 4,75.secara 2 of 16 indicators experienced disconfirmation. Indicator failure are (1) Environmentally friendly. (2) Cleanliness of the vehicle. While the factors that are considered essential in the handling French traveler is located in the main diagram namely: (1) Skills in speaking French. (2). Manners in serving delivery tourist travelers.


Full Text:

PDF

References


Arief,Muhtosim.2005.Pemasaran Jasa & Kualitas Pelayanan : Banyu Media

Supranto.2006. Pengukuran Tingkat Kepuasan Pelanggan : Jakarta. Rineka Cipta.

Sudarsana, I. K. (2014). PENGEMBANGAN MODEL PELATIHAN UPAKARA BERBASIS NILAI PENDIDIKAN AGAMA HINDU UNTUK MENINGKATKAN PERILAKU KEWIRAUSAHAAN: Studi pada Remaja Putus Sekolah di Kelurahan Peguyangan Kota Denpasar.

Sudarsana, I. K. (2015). PENINGKATAN MUTU PENDIDIKAN LUAR SEKOLAH DALAM UPAYA PEMBANGUNAN SUMBER DAYA MANUSIA. Jurnal Penjaminan Mutu, (Volume 1 Nomor 1 Pebruari 2015), 1-14.

Sudarsana, I. K. (2016). DEVELOPMENT MODEL OF PASRAMAN KILAT LEARNING TO IMPROVE THE SPIRITUAL VALUES OF HINDU YOUTH. Jurnal Ilmiah Peuradeun, 4(2), 217-230.

Sudarsana, I. K. (2016). PEMIKIRAN TOKOH PENDIDIKAN DALAM BUKU LIFELONG LEARNING: POLICIES, PRACTICES, AND PROGRAMS (Perspektif Peningkatan Mutu Pendidikan di Indonesia). Jurnal Penjaminan Mutu, (2016), 44-53.

Widana.2012.Strategi Peningkatan Kualitas Jasa Wisata Pendakian Gunung Batur : Universitas Udayana.


Refbacks

  • There are currently no refbacks.


Jurnal Penelitian Agama Hindu Indexed By :

 

 

Jurnal Penelitian Agama Hindu is licensed under a Creative Commons Attribution 3.0 License.

web
counter