PENGARUH KUALITAS LAYANAN PARIWISATA DAN KUALITAS HOTEL TERHADAP KEPUASAN WISATAWAN DI KOTA DANANG VIETNAM

TRAN THI TRUNG, Dr. M Baiquni, MA.

2011 | Tesis | S2 Magister Kajian Pariwisata

Dalam penelitian ini, peneliti mengambil subjek kualitas layanan pariwisata dan kualitas hotel di kota Danang. Kedua aspek tersebut dipilih karena sangat berkaitan erat dengan kepuasan wisatawan. Adapun variabel kualitas pelayanan pariwisata yang dimaksud meliputi, bukti fisik (tangible), keandalan (reliability), daya tanggap (responsiveness), empati (empathy), jaminan (assuarance). Sedangkan variabel kualitas hotel diantaranya, lokasi, fasilitas, pelayanan, karyawan, dan tarif. Metode pengumpulan data yang digunakan adalah observasi, dokumentasi, dan interview, dengan menggunakan kuesioner sebagai alat pengumpul data. Sedangkan metode analisis data yang dipakai antara lain, uji vadilitas, uji reliabilitas dan analisis regresi berganda. Tujuan penelitian yang disasar diantaranya: Pertama, mengetahui persepsi wisatawan mengenai kualitas layanan pariwisata. Kedua, mengetahui persepsi wisatawan mengenai kualitas hotel. Ketiga, mengetahui apakah variabel kualitas layanan dan kualitas hotel berpengaruh signifikan terhadap kepuasan wisatawan ke Kota Danang. Hasil penelitian dan pengolahan data menunjukkan bahwa: Pertama, persepsi wisatawan mengenai kualitas layanan dinilai dengan persentase sangat baik sebesar 28,53%, baik 40,33%, buruk 25,07%, dan sangat buruk 6,07%. Kedua, persepsi wisatawan mengenai kualitas hotel dinilai sangat baik sebesar 31,43%, baik 41,21%, buruk 16,64%, dan sangat buruk 10,71%. Ketiga, nilai koefisien korelasi (R) menunjukkan bahwa hubungan antara kualitas layanan dan kualitas hotel terhadap kepuasan wisatawan sangat erat (0,923). Oleh karena itu, dapat disimpulkan bahwa kualitas layanan dan kualitas hotel berpengaruh signifikan terhadap kepuasan wisatawan di Kota Danang.

In this research, researcher took tourism service quality and hotel quality in Danang City as researcher's research subjects. Those two aspects were chosen because they have a strong relation with tourist satisfaction. The tourism service quality variable here covers physical evidence (tangible), reliability, responsiveness, empathy, assurance. While hotel quality variable used are location, facility, service, employee and tariff. Data gathering method used was observation, documentation, and interview while researcher used questioner as data gathering tool. Data analysis method used was validity test, reliability test and multiple regression analysis. This research purposes are, to know tourist perception on the tourist service quality, to understand the tourist perception on the hotel quality, to gain information of whether service quality and hotel quality variables give a significant influence on the satisfaction of the tourists who come to Danang city. The result of the research and data gathering shows that the tourist perception in service quality is very good 28,53%, good 40,33%, bad 25,07%, and very bad 6,07%. It also shows that tourist perception ion the hotel quality is very good 31,43%, good 41,21%, bad 16,64% and very bad 10,71% and the correlation coefficient value (R) shows that the relation between service quality and hotel quality on tourism satisfaction is very strong (0,923). Therefore, we can conclude that the service quality and the hotel quality

Kata Kunci : Kualitas layanan pariwisata, kualitas hotel, kepuasan wisatawan Kota Danang.