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.

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    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

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