Malau, Elmyra Gabe Namora (2026) Pengaruh Kualitas Layanan Pengelola Terhadap Kepuasan Wisatawan di Museum Mpu Tantular Sidoarjo. Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
High-quality service plays a vital role in ensuring tourist satisfaction at the Mpu Tantular Museum in Sidoarjo. Tourist dissatisfaction may contribute to the perception of a museum being less attractive or lacking in engagement. Therefore, this study aims to examine the influence of tangibles, empathy, reliability, responsiveness, assurance, and overall service quality on tourist satisfaction at the Mpu Tantular Museum in Sidoarjo. The method applied in this research was a descriptive quantitative approach. The population consisted of all tourist to the Mpu Tantular Museum in Sidoarjo during the January–December 2024 period, totaling 32,193 individuals. From this population, a sample of 100 tourist was selected. The sampling technique employed was non-probability sampling using an accidental sampling approach. The research instrument utilized was a questionnaire designed with a likert scale, while data were collected through a survey method. Validity testing was conducted using the calculated r-value test, and reliability testing employed the Cronbach’s Alpha statistical method. The data analysis techniques included descriptive analysis, normality testing, linearity testing, heteroscedasticity testing, simple linear regression analysis, partial t-tests, and the coefficient of determination, all processed with the assistance of SPSS version 22. The results of the partial t-test demonstrate that tangibles, empathy, reliability, responsiveness, assurance, and service quality exert a positive and significant influence on tourist satisfaction at the Mpu Tantular Museum in Sidoarjo. Furthermore, the coefficient of determination (R²) value of 0.629 indicates that the independent variable, service quality, is able to account for 62.9% of the variation in the dependent variable, namely tourist satisfaction. The findings of this study indicate a favorable evaluation of the Mpu Tantular Museum in Sidoarjo. Nevertheless, the museum management is encouraged to continuously enhance and maintain the quality of the services provided in order to further improve tourist satisfaction. Keywords: Assurance, Empathy, Reliability, Responsiveness, Tangibles
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | H Social Sciences > H Social Sciences (General) | ||||||||
| Divisions: | Faculty of Social and Political Sciences > Department of Tourism | ||||||||
| Depositing User: | Elmyra Gabe Namora Malau | ||||||||
| Date Deposited: | 06 Jul 2026 06:20 | ||||||||
| Last Modified: | 06 Jul 2026 06:20 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/54569 |
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