PENGARUH KUALITAS PELAYANAN PEMANDU WISATA TERHADAP KEPUASAN DAN LOYALITAS PENGGUNA BUS WISATA BANDUNG TOUR ON BUS (BANDROS)

Pitriyani, - (2020) PENGARUH KUALITAS PELAYANAN PEMANDU WISATA TERHADAP KEPUASAN DAN LOYALITAS PENGGUNA BUS WISATA BANDUNG TOUR ON BUS (BANDROS). S1 thesis, Universitas Pendidikan Indonesia.

Abstract

Penelitian ini bertujuan untuk mengetahui (1) Bagaimana kualitas pelayanan pemandu wisata (2) bagaimana kepuasan wisatawan (3) bagaimana loyalitas wisatawan (4) pengaruh kualitas pelayanan terhadap kepuasan wisatawan (5) pengaruh kepuasan wisatawan terhadap loyalitas wisatawan (6) pengaruh kualitas pelayanan terhadap loyalitas wisatawan (7) pengaruh tidak langsung kualitas pelayanan terhadap loyalitas wisatawan dengan kepuasan wisatawan sebagai variable intervening. Metode yang digunakan penelitian ini adalah deskriptif kuantitatif. Populasi dalam penelitian ini adalah wisatawan yang pernah berkeliling Kota Bandung dengan menggunakan Bis Wisata Bandung Tour On Bus (BANDROS). Responden dalam penelitian ini sebanyak 200 orang dan pengambilan sampel menggunakan Nonprobability sampling dengan pendekatan accidental sampling. Teknik analisis data dalam penelitian ini adalah Analisis Jalur (Path Analysis) menggunakan Aplikasi SPSS 22. Hasil penelitian menunjukan bahwa (1) kualitas pelayanan pemandu wisata dalam kategori baik, (2) kepuasan wisatawan sudah dalam kategori baik/puas, (3) loyalitas wisatawan sudah dalam kategori loyal, (4) kualitas pelayanan berpengaruh terhadap kepuasan wisatawan, (5) kepuasan berpengaruh terhadap loyalitas wisatawan, (6) kualitas pelayanan berpengaruh terhadap loyalitas wisatawan, dan (7) kualitas pelayanan secara tidak langsung berpengaruh terhadap loyalitas wisatawan melalui kepuasan wisatawan. Kata Kunci: Kualitas pelayanan, kepuasan wisatawan, loyalitas wisatawan. ABSTRACT THE IMPACT OF TOUR GUIDES SERVICES QUALITY ON THE BANDUNG TOUR ON BUS PASSENGERS SATISFACTION AND LOYALTY This study aims to determine (1) how the quality of tour guide services (2) how tourist satisfaction (3) how tourist loyalty (4) the effect of service quality on tourist satisfaction (5) the effect of tourist satisfaction on tourist loyalty (6) the effect of service quality on tourist loyalty (7) indirect effect of service quality on tourist loyalty with tourist satisfaction as an intervening variable. The method used in this research is descriptive quantitative. The population in this study are tourists who have traveled around the city of Bandung by using the Bandung Tour On Bus (BANDROS). Respondents in this study were 200 people and the sampling used nonprobability sampling with an accidental sampling approach. The data analysis technique in this study is Path Analysis using the SPSS 22 application.The results show that (1) the quality of tour guide services is in the good category, (2) tourist satisfaction is in the good / satisfied category, (3) tourist loyalty. already in the loyal category, (4) service quality affects tourist satisfaction, (5) satisfaction affects tourist loyalty, (6) service quality affects tourist loyalty, and (7) service quality indirectly affects tourist loyalty through tourist satisfaction . Keywords: Service quality, tourist satisfaction, tourist loyalty.

Baca Full Text klik disini
[img] Text
S_MRL_1601946_Title.pdf
Download (829kB)
[img] Text
S_MRL_1601946_Chapter1.pdf
Download (560kB)
[img] Text
S_MRL_1601946_Chapter2.pdf
Restricted to Staf Perpustakaan
Download (565kB)
[img] Text
S_MRL_1601946_Chapter3.pdf
Download (736kB)
[img] Text
S_MRL_1601946_Chapter4.pdf
Restricted to Staf Perpustakaan
Download (836kB)
[img] Text
S_MRL_1601946_Chapter5.pdf
Download (205kB)
[img] Text
S_MRL_1601946_Appendix.pdf
Restricted to Staf Perpustakaan
Download (1MB)
Official URL: http://repository.upi.edu
Item Type: Thesis (S1)
Uncontrolled Keywords: Service quality, tourist satisfaction
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
L Education > L Education (General)
Divisions: Fakultas Pendidikan Ilmu Pengetahuan Sosial > Manajemen Resort & Leisure
Depositing User: Pitriyani
Date Deposited: 22 Feb 2021 04:08
Last Modified: 22 Feb 2021 04:08
URI: http://repository.upi.edu/id/eprint/58455

Actions (login required)

View Item View Item