Afriani, Maria Katarina Ririn (2025) Pengaruh Kualitas Pelayanan (Tangibles, Reliability, Responsiveness, Assurance, Emphaty) Terhadap Kepuasan Wisatawan Di Lumbung Stroberi, Kota Batu. Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
Service quality in the tourism industry plays an important role in increasing tourist satisfaction. The Lumbung Stroberi tourist attraction has received negative reviews from tourists, who consider the service provided to be non-transparent. This study aims to determine the effect of service quality on tourist satisfaction. The research approach used in this study uses multiple linear regression, with the Sampling Technique used is accidental sampling. The sample used in this study was 100 subjects, with age criteria of 17-45 years (M = 23,59; SD = 4.555) and who were visiting Lumbung Stroberi. In this study, the instrument used was SERVQUAL to measure service quality and Tourist Satisfaction to measure tourist satisfaction. The data analysis technique in this study used SPSS Version 29 windows software. The results of this study state that service quality simultaneously has a significant effect on tourist satisfaction at Lumbung Stroberi, Batu City with a value of <.001b. While partially, service quality does not significantly influence tourist satisfaction with significant values of tangibles (0.102), reliability (0.096), responsiveness (0.050), assurance (0.154), and empathy (0.114). The implications of this study indicate that the responsiveness dimension of service quality to tourists actually influences tourist satisfaction, but the direction of the influence is negative. This occurs because tourists consider that the service is too fast, formal, or even less appropriate to what tourists need and has an impact on the lack of comfort and freedom felt by tourists who visit Lumbung Stroberi in enjoying the experience of traveling in nature.
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | H Social Sciences > HN Social history and conditions. Social problems. Social reform | ||||||||
| Divisions: | Faculty of Social and Political Sciences > Department of Tourism | ||||||||
| Depositing User: | Maria Katarina Ririn Afriani | ||||||||
| Date Deposited: | 12 Nov 2025 08:19 | ||||||||
| Last Modified: | 12 Nov 2025 08:19 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/46295 |
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