Pengaruh Kualitas Pelayanan Terhadap Kepuasan Wisatawan Pada Bus Surabaya Sightseeing and City Tour (SSCT)

Azzahra, Arnandhia Fatimah (2025) Pengaruh Kualitas Pelayanan Terhadap Kepuasan Wisatawan Pada Bus Surabaya Sightseeing and City Tour (SSCT). Undergraduate thesis, UPN Veteran Jawa Timur.

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Abstract

The purpose of this study was to determine the effect of service quality which includes variables of variables physical evidence, reliability, responsiveness, assurance and empathy, on tourist satisfaction at Bus Surabaya Sightseeing and City Tour (SSCT). This research uses a research population of Surabaya Sightseeing and City Tour Bus tourists. The total research sample used was 98 respondents. Sampling used a nonprobability sampling method. Data analysis uses multiple linear regression analysis. The research concluded that based on the t test on the Bus Surabaya Sightseeing and City Tour (SSCT) service quality variables had a positive and significant influence on tourist satisfaction. The results of the F test simultaneously obtained a value of 21.990 and a significance of 0.000 <0.05, thus showing a significant influence between the variables physical evidence, reliability, responsiveness, guarantee, empathy, on tourist satisfaction. The coefficient of determination (R²) of the five service quality variables on tourist satisfaction was obtained at 0.52, which shows that 52% of tourist satisfaction is influenced by service quality, while 48% of tourist satisfaction is influenced by other variables outside the service quality variable.

Item Type:

Thesis (Undergraduate)

Contributors: