Pengaruh Kualitas Pelayanan terhadap Kepuasan Pengunjung: Studi pada Wisata Kuliner TPI Ikan Bakar Kelapa Lima

https://doi.org/10.35912/jspp.v1i1.2064
Published: Jun 7, 2023

Abstract:

Purpose: This research was conducted at TPI Ikan Bakar Kelapa Lima in the Kelapa Lima District, Kupang City. The main problem addressed in this study is to determine whether there is a positive and significant effect of service quality on visitor satisfaction.

Methodology: The study treats service quality as an independent variable and visitor satisfaction as the dependent variable. The population for this study consisted of at least 5 visitors who decided to make a purchase, and since there are 84 stalls at TPI Ikan Bakar Kelapa Lima, the total number of visitors who decided to make a purchase every day is 420. The sample for this study was selected using the accidental sampling technique, resulting in 81 respondents. The data collected was analyzed using simple linear regression analysis, which included a simple linear test, hypothesis testing through a t-test, descriptive statistical analysis, and analysis of the coefficient of determination (R2)

Results: Based on the research results, the following simple linear regression equation was obtained: Y = 0.552 + 0.800X. The hypothesis testing using the t-test revealed that the service quality variable has a significant effect on visitor satisfaction. The service quality variable obtained a t-value of 4.865 with a significance level of 0.000. The t-table value was 1.668 (df = 79, calculated by subtracting 2 from 81). Since the significance value of 0.000 is smaller than the alpha value of 0.05 (? < ?) and the t-value is greater than the t-table value (4.865 > 1.664), we can conclude that the service quality variable has a significant effect on visitor satisfaction. The Adjusted R-squared value, which represents the coefficient of determination (R2), is 0.688 or 68.00%. This indicates that the Service Quality variable (X) influences the Visitor Satisfaction variable (Y) by 68.00%, while the remaining 32.00% is influenced by other variables not discussed in this study.

Limitations: The limitations of this study include the respondents experiencing relocation and the trading place undergoing relocation as well, resulting in them only recently returning to the new trading place and not yet experiencing the benefits of the renovated trading place. Therefore, further research is needed to study the conditions of the new trading place.

Contribution: (1). Based on the descriptive analysis of the Service Quality and Visitor Satisfaction variables, they fall into the category of excellent. This means that there is a positive assessment and a favorable impression in the customers' minds. (2). The hypothesis testing results were obtained using regression analysis. The null

hypothesis (Ho), which states that there is no relationship between service quality and visitor satisfaction, can be rejected. The testing results indicate that there is a significant influence between service quality and visitor satisfaction at TPI Ikan Bakar Kelapa Lima. It can be concluded that the Visitor Satisfaction variable has a strong influence on the Service Quality variable at TPI Ikan Bakar Kelapa Lima.

Keywords:
1. Tourism
2. Service Quality
3. Visitor Satisfaction
4. Culinary
5. Culinary Tourism
Authors:
1 . Moehammad As’adhur Rizal
2 . Rolland E. Fanggidae
3 . Marianus S. Neno
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How to Cite
Rizal, M. A. ., Fanggidae, R. E. ., & Neno, M. S. . (2023). Pengaruh Kualitas Pelayanan terhadap Kepuasan Pengunjung: Studi pada Wisata Kuliner TPI Ikan Bakar Kelapa Lima . Jurnal Studi Perhotelan Dan Pariwisata, 1(1), 41–51. https://doi.org/10.35912/jspp.v1i1.2064
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Vol. 1 No. 1 (2022): September
Articles
References

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  2. Amirullah, W. (2002). Riset Bisnis. Graha Ilmu, Yogyakarta.
  3. Darwin, S. (2014). Analisis pengaruh kualitas layanan terhadap loyalitas pelanggan dengan kepuasan dan kepercayaan pelanggan sebagai variabel intervening pada asuransi jiwa Manulife Indonesia-Surabaya. Jurnal Strategi Pemasaran, 2(1), 1-12.
  4. Fahtira, V. N. (2020). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan PT Herba Penawar Alwahida Indonesia (Studi Pada Alfatih Business Center II HPAI Kota Bengkulu). IAIN BENGKULU.
  5. Fletcher, J., Fyall, A., Gilbert, D., & Wanhill, S. (2017). Tourism: Principles and practice: Pearson UK.
  6. Hasan, A. (2015). Green Tourism Marketing Model1. Media Wisata, 13(2).
  7. Hastjarjo, K. (2023). Model Pemasaran Strategik Perhotelan: Sebuah Makalah Konseptual. Jurnal Studi Perhotelan dan Pariwisata, 1(1), 11-20. doi:10.35912/jspp.v1i1.1844
  8. Heni Rohaeni, d. ( 2010). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan di PT. Prima Jasa Perdanarayautama Bandung.
  9. Horng, J.-S., & Tsai, C.-T. S. (2010). Government websites for promoting East Asian culinary tourism: A cross-national analysis. Tourism management, 31(1), 74-85.
  10. Ismayanti. (2010). Pengantar Pariwisata, PT Gramedia Widisarana Indonesia: Jakarta.
  11. Kotler, P. (2002). Manajemen Pemasaran edisi milenium. Jakarta: Prenhallindo.
  12. Oka, Y. (1991). Penuntun praktis pramuwisata professional. Angkasa, Bandung.
  13. Panjaitan, J. E., & Yuliati, A. L. (2016). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada JNE Cabang Bandung [The Influence of Service Quality on Customer Satisfaction at JNE Branch in Bandung]. DeReMa (Development Research of Management): Jurnal Manajemen, 11(2), 265-289.
  14. Setiawan, B., & Giri, S. M. (2016). Strategi Variasi Masakan Masyarakat Lokal Sebagai Daya Tarik Wisata Kuliner Di Kota Kupang Nusa Tenggara Timur. Jurnal Sains Terapan Pariwisata, 1(1), 91-97.
  15. Sihombing, S. O., Juliana, J., Hubner, I. B., Pramono, R., & Hidayat, J. (2023). Bamboo Design Training for hotel and culinary amenities at the Bamboo Community of Sukabumi Regency. Jurnal Nusantara Mengabdi, 2(2), 99-107.
  16. Sinaga, S. (2010). Potensi dan Pengembangan objek wisata di kabupaten Tapanuli Tengah. Kertas Karya. Program DIII Pariwisata. Universitas Sumatera Utara.
  17. Sugiyono, D. (2010). Metode penelitian kuantitatif dan R&D. Bandung: Alfabeta, 26-33.
  18. Sugiyono, D. (2013). Metode penelitian pendidikan pendekatan kuantitatif, kualitatif dan R&D.
  19. Tjiptono, F. (2000). Perspektif Manajemen dan Pemasaran Kontemporer. Yogyakarta: Penerbit Andi.
  20. Toda, H., & Sos, S. (2016). Arah Pembangunan Nusa Tenggara Timur Sebagai Provinsi Pariwisata Berkelas Dunia. Paper presented at the Prosiding Seminar Nasional.
  21. Winarno, B. (2008). Rumah iklan: upaya Matari menjadikan periklanan Indonesia tuan rumah di negeri sendiri: Penerbit Buku Kompas.
  22. Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of marketing, 60(2), 31-46.