Journal of Indonesian Tourism and doi: 10.21776/ub.jitode.2017.005.02.04 Development Studies E-ISSN : 2338-1647 http://jitode.ub.ac.id
Analysis of Tourist Satisfaction to Tourist Attraction Quality in Kediri Regency, East Java
Cyntha Tendean*
Master Program of Urban and Regional Planning, Faculty of Engineering, University of Brawijaya, Malang, Indonesia
Abstract This research aims to determine tourist satisfaction towards service quality which involves attraction, accommodation, accessibility, facility, information, advertisement, and utilities availability in Kediri Regency Tourism Attraction. Importance Performance Analysis (IPA) research method was utilized to determine tourist response regarding tourism attributes. The attributes are mapped according to importance and performance level. Then the attributes are mapped according to its respective quadrant, thus it could be exhibited which variables requiring improvement or further attention. Based on IPA diagram plotting result, Temple of Surowono and Temple of Tegowangi possesses 8 out of 29 attributes, while Gereja Tua Puh Sarang possesses 1 out of 29 attributes requiring service improvement. Attributes in Quadrant I are included in primary priority which is important for cultural tourism. This attributes requires more attention in order to increase tourist satisfaction.
Keywords: Cultural Tourism Attraction, Customer Satisfaction, Quality.
INTRODUCTION* Tourist satisfaction is a primary factor which Tourist attraction features destinations where creates good business climate. It could be done visitors could refresh themselves or relax [1]. by improving service quality and maintaining Tourist Attraction in each town or district must facilities availability. Improving services and possess a main attraction that interests the maintaining facility should be conducted to visitors/tourists, both local and international entertain the tourists better and encourage them visitors. It should be balanced by improving to revisit it in the future. Good tourist attraction service quality. The success of a tourism activity services and facility would encourage visiting is largely determined by services quality levels tourist to revisit the tourist attraction. There is provided to visitors/tourists as reliable service various tourist attraction potential in Kediri quality is directly proportional to their Regency, East Java Indonesia, which is capable of satisfaction. If visitors/tourists satisfaction is met, attracting tourist. Those are cultural tourism it is hoped that their appreciation would which is leading tourism destination types in encourage efforts to improve services [2]. Kediri regency. It involves the following tourism Satisfaction level could be interpreted by destinations: Temple of Surowono, Gereja Tua measuring the difference between services Poh Sarang, Petilasan Sri Ari Joyoboyo, and provided and the human resources orientation Temple of Tegowangi. Therefore, this research compared to reality and tourist expectation. aims to analyze the tourist satisfaction towards Success level is determined by service the service quality which involves attraction, satisfaction level. Recipients’ satisfaction levels accommodation, accessibility, facility, informa- (tourists / visitors) will be achieved if they receive tion, advertisement, and utilities availability in services in accordance to their expectation Kediri Regency Tourism Attraction. [3,4,5]. The level of tourist satisfaction with the RESEARCH METHOD service is an important factor in developing a Study Site and Sampling service delivery system responsive to tourists This study was conducted in Kediri Regency. needs [6,7,8]. Satisfaction depends on two Intensive study was done in Temple of factors: consumer expectation and service Surowono, Gereja Tua Poh Sarang, Petilasan Sri quality perceived by consumers [9]. Ari Joyoboyo, and Temple of Tegowangi. These sites are known for their cultural tourism. This study used sampling techniques to * Correspondence address: determine the respondents’ non-probabilistic Cyntha Tendean using Judgment Sampling technique. The Email : [email protected] Address : Faculty of Engineering, University of respondents are the tourist object visitors with Brawijaya, Mayjen Haryono, 65145 Malang age range between 17-60 years old, with a total
J. Ind. Tour. Dev. Std., Vol.5, No.2, April 2017 [91]
Tourist Satisfaction in Kediri Regency (Tendean)
96 respondents. The tools used are Krejcie table RESULT AND DISCUSSION on 0.05 alpha errors. Results of validity and Kediri possesses total area of 1386.05 km2 or reliability test are valid and reliable. 1,386.05 ha with diverse tourism potential which includes Surowono Temple, Puh Sarang Old Data Analysis Church, Petilasan Sri Ari Joyoboyo, and Important Performance Analysis (IPA) Tegowangi Temple cultural tourism. Afore The process was followed by utilizing mentioned locations, possessed unique Importance Performance Analysis (IPA), a characteristic and capable of attracting local and technique to measure importance and international tourists. performance level which is useful for developing a program or an effective marketing strategy. Temple of Surowono This method is used to analyze the interest level Temple of Surowono is located in Canggu and customer satisfaction performance [10-13]. Village, Badas District, Kediri. This temple is a historic and important monumental building of Likert Scale the Majapahit Kingdom. The existence of this The attributes examined were measured temple is integrated with nearby tourism place of using Likert scale. After determining scale range, interest. Temple of Surowono is managed by Cartesian diagram consisting of the X-axis and Y Kediri Department of Tourism. Distance between were utilized to measure importance level. Kediri city proper to tourism attraction is 30 km. Assessment is based average result of interest The required time to travel to tourist attractions level and performance with number of is 52 minutes from Kediri. respondents. Formula used for this assessment Analysis result of IPA perception rating is is: based on questionnaire distributed at Temple of Surowono. Four quadrants and coordinate points Description: for each element were exhibited in Cartesians Xj : Average score of performance level for j quadrant. Based on tourist’s perception attribute regarding Temple of Surowono, there are 29 Y : Average score of importance level for j attribute ij variables that became basis of perception Xij : Respondent score of performance level attribute i and j assessment (Table 1). Those variables divided to Yij : Respondent score of importance level attribute i 4 types based on its priority level (Fig. 2). and j N : Respondent number Table 1. Attributes For Importance Performance Analysis Variables Cartesian Diagram (1) Available security (16) Available Rest room Cartesians diagram using four quadrants personnel facility was utilized. Calculation result was registered (2) Authentic natural (17) Available Trash cans into Cartesian diagram (Fig. 1) [14]. X-axis attraction facility exhibits performance level and Y-axis shows (3) Available local cultural (18) Available Tourism the importance level. attraction Center and service (4) Available local food and (19) Available Worship/ beverage prayer facility (5) Available unique local (20) Available Health post souvenirs Description: (6) Natural attraction beauty (21) Available ATM and X : Mean of performance level average quality Money Changer Y : Mean of importance level average quality (7) Unique culture (22) Available Gas Station K : Number of attributes (8) Varied tourist attraction (23) Available brochure/ pamphlet (9) Hotel and inns availability (24) Available traffic sign (10) Available dining area (25) Available Travel agent or guide. (11) Available shopping area (26) Wi-Fi availability (12) Road condition to Tourist (27) Available Electricity Attraction (13) Available transport (28) Available clean water method (14) Ease in visiting Tourist (29) Available network Object (signal strength). (15) Available parking lot Figure 1. Cartesians Diagram of IPA
[92] J. Ind. Tour. Dev. Std., Vol.5, No.2, April 2017 Tourist Satisfaction in Kediri Regency (Tendean)
Importance
Satisfaction
Figure 2. Quadrant of Importance Performance Analysis (IPA) on Surowono Temple
Mapping on Cartesian diagram exhibited that do not provide satisfaction to tourist number of attributes. Based on the figure, there expectations [16,17], therefore the following are attributes that requires improvement and items needs to be improved: availability of maintenance, divided into quadrants (A, B, C and traditional cultural attractions [18] such as D) according to suitability level between tourist Jaranan art containing elements of magic in the importance level and Tourist Attraction dance. We also recommend to develop shopping performance level. facility which offers local souvenirs as well as culinary facilities with various kinds of region’s Quadrant I specialty food and drink, such as Gethuk bananas Quadrant I contains attributes considered which Kediri’s specialty. Availability mode of important by the tourists, nevertheless their transportation to tourism location for local service quality has not met their expectation travelers and foreign tourists and parking lot [14,15]. Tourist Attraction party should endeavor would provide traveler satisfaction. These items to improve attributes in Quadrant I in order to should be top priority for Temple of Surowono increase customer satisfaction. Based on management to improve. Cartesians diagram, it exhibits the following attributes: Quadrant II Quadrant II contains attributes considered (3) Available local cultural attraction important by the tourists, and met their (4) Available local food and beverage expectation. Therefore it resulted in higher (5) Available unique local souvenirs tourist satisfaction. With high tourist satisfaction (7) Unique culture level in this Quadrant, Tourist Attraction party (8) Varied tourist attraction should maintain these attributes in order to (10) Available dining area satisfy the tourist according to their expectation (11) Available shopping area [14,15]. Attributes contained in this quadrant: (13) Available transport method to tourist attraction (1) Available security personnel (15) Available parking lot (2) Authentic natural attraction (6) Natural attraction beauty This indicates that services performance (14) Ease in visiting Tourist Object provided in Temple of Surowono based on 9 attributes is considered not meeting visitor’s (16) Available Rest room facility expectation. Thus these items become the main (17) Available Trash cans facility priority scale for Temple of Surowono to (24) Available road signs improve. One quadrant contains main attributes (27) Available electricity
J. Ind. Tour. Dev. Std., Vol.5, No.2, April 2017 [93]
Tourist Satisfaction in Kediri Regency (Tendean)
(29) Available communication Network Tua Puh Sarang is Heritage Church built by Ir. (signal strength) Henricus Mc Claine Pont. This church features unique architectural style by combining Javanese, This indicates that nine attributes are Batak, and European architecture. Support considered to have a high importance and facilities are Maria Lourdes Cave, Golgotha Via performance [16,17]. Thus these attributes need Crucis, Taman Hidangan Kana, Mount Tabor to be maintained by Temple of Surowono Campgrounds, Hall, Bethlehem and Hening management, so visitors will leave good view on House. Distance between Gereja Tua Puh Sarang Temple of Surowono and visitor satisfaction is and Kediri is 10 km and requires 24 minutes of maintained. travel time. Cartesian diagram for the attributes Quadrant III in Gereja Tua Puh Sarang mapped in Figure 3. Quadrant III contains attributes tourists Quadrant I considered unimportant and possess Quadrant I contains attributes considered dissatisfying performance level from Tourist important by the tourists, nevertheless their Object party [14,15]. Nevertheless, these service quality has not met their expectation aspects could become more important in the [14,15].Tourist Attraction party should endeavor future. Therefore Tourist Attraction party to improve attributes in Quadrant I in order to should consider improving the attributes. The increase customer satisfaction [16, 17]. Based on following attributes are exhibited in this Cartesians diagram, it exhibits the attribute (13) quadrant: Transport node availability to Tourist Attraction. (9) Hotel and inns availability This attribute should become top priority (18) Available Tourism center improvement to enable Gereja Tua Puh Sarang (20) Health post availability visitors travel to location. Availability of transport (21) ATM and Money Changer availability node in a tourist location is of particular concern (22) Gas Station availability for tourism manager, as adequate roadwork (23) Available Tourist Attraction would be factors that attract tourists [1]. advertisement (brochure/pamphlet) Quadrant II (25) Travel agent availability (Tourism Quadrant II contains attributes considered agent/guide) important by the tourists, and met their (26) Wi-Fi availability expectation. Therefore it resulted in higher This indicates that eight attributes are tourist satisfaction. With high tourist satisfaction considered less important by the visitors, but has level in this Quadrant, Tourist Attraction party been well maintained in Temple of Surowono. should maintain these attributes in order to Indicators located in this quadrant are not a satisfy the tourist according to their expectation problem even if it’s not improved by [14,15]. Attributes contained in this quadrant: management as visitors consider those are of no (1) Available Security personnel importance. The attributes possess marginal (2) Authentic natural attraction influence on tourist satisfaction due to relatively (3) Available Unique local cultural attraction low priority [16,17]. (4) Available Local food and beverage Quadrant IV (5) Unique local souvenir Quadrant IV contains attribute the tourists (6) Beautiful Natural Attraction considered unimportant and overly maintained (10) Available dining area or possess overly high performance level [14,15]. (11) Available Shopping area facility There is no need for further maintenance. (12) Road condition to Tourist Attraction Attribute included in this quadrant is (19) (14) Ease in reaching Tourist Attraction Worship/prayer places availability. This attribute (16) Available Restroom facility is provided by Temple of Surowono with (17) Available Trash can excellent facilities which satisfy visitors, but it still (24) Available traffic sign need to be maintained in order to have positive (27) Available Electricity impact on visitor satisfaction [16,17]. (28) Available clean water (29) Available communication network Gereja Tua (Ancient Church) Puh Sarang (signal strength) Gereja Tua Puh Sarang is located in Pohsarang Village, Semen Disctrict, Kediri. Gereja
[94] J. Ind. Tour. Dev. Std., Vol.5, No.2, April 2017 Tourist Satisfaction in Kediri Regency (Tendean)
Importance
Satisfaction
Figure 3. Quadrant of Importance Performance Analysis (IPA) on Gereja Tua Puh Sarang
This result indicate that 16 of these attributes [16,17]. Regardless of being low importance, it are considered to be of high importance and still requires proper maintenance. The attributes performance [16,17]. Thus these attributes need that are in this quadrant would remain in good to be maintained by Gereja Tua Puh Sarang condition regardless of its maintenance status as management. Gereja Tua Puh Sarang should be these are considered less important by the able to maintain their achievements and improve visitors and its maintenance have marginal the performance quality, for the tourists to leave influence on the visitors satisfaction level good impression and maintain their satisfaction. because of the relatively low priority. Quadrant III Quadrant IV Quadrant III contains attributes tourists Quadrant IV contains attribute the tourists considered unimportant and possess dissatisfying considered unimportant and overly maintained performance level from Tourist Object party or possess overly high performance level [14,15]. [14,15]. Nevertheless, these aspects could There is no need for further maintenance. become more important in the future; therefore Attribute included in this quadrant is (26) Wi-Fi Tourist Attraction party should consider network availability. improving the attributes. The following attributes Attributes that are in quadrant IV are are exhibited in this quadrant: attributes maintained very well in Gereja Tua Puh Sarang, but considered less important therefore (7) Local culture it seems excessively done [16,17]. Gereja Tua (8) Available Tourism attraction variety Puh Sarang is advised to allocate its resources to (9) Available Hotel and inn main priority. (18) Available Tourism Center and service (19) Available Worship/ prayer facility Petilasan Sri Ari Joyoboyo (20) Available Health post Petilasan Joyoboyo Sri Ari is located in (21) Available ATM and Money Changer Menang Village, Pagu District, Kediri. Petilasan (22) Available Gas Station Raja Besar Kediri consists of two main parts: (23) Available Tourist Attraction Pamuksan Building and Sendang Tirta Kaman- advertisement (brochure/ pamphlet) danu. On certain nights there are people who (25) Available Travel agent or guide. bring Seserahan (offering) for good fortune in every intention. Pamuksan building is believed by Results showed these 10 attributes are local people as a Moksa (release from worldly considered less important by the visitors, but is things) of the King of Kediri, Sri Ari Jayabaya. maintained well in Gereja Tua Puh Sarang
J. Ind. Tour. Dev. Std., Vol.5, No.2, April 2017 [95]
Tourist Satisfaction in Kediri Regency (Tendean)
Petilasan Sri Ari Joyoboyo distance from Kediri Kediri regional specialty food and drink including city is 13 km and takes about 30 minutes. Gethuk banana. Availability of transport mode to Analysis result of IPA perception rating is tourist attraction for local travelers and foreign based on questionnaire distributed at Petilasan tourists, and adequate roadwork can provide Sri Ari Joyoboyo. Cartesians quadrant based on satisfaction to the traveler. Adding an its priority level showed in Figure 4. information center, enables travelers to get to find out more locations in Sri Ari Joyoboyo. Quadrant I Quadrant I contains attributes considered Quadrant II important by the tourists, but their quality has Quadrant II contains attributes considered not met their expectation. Tourist Attraction important by the tourists, and met their should endeavor to improve attributes in expectation [14,15]. Therefore it resulted in Quadrant I in order to increase customer higher tourist satisfaction. With high tourist satisfaction [14,15]. Based on Cartesians satisfaction level in this Quadrant, Tourist diagram, it exhibits the following attributes : Attraction party should maintain these attributes in order to satisfy the tourist according to their (4) Local food and beverage availability expectation. Attributes contained in this (8) Varied offered tourism activity quadrant are: (10) Available dining facility (12) Available dining facility (1) Available security personnel (13) Road condition to Tourist Attraction (2) Authentic natural attraction (18) Transport node availability to Tourist (3) Unique local cultural attraction Attraction. (6) Natural attraction beauty (7) Available Unique local culture This indicates performance services provided (15) Available Parking lot by Petilasan Sri Ari Joyoboyo management on (16) Available Toilet facility these six attributes is a top priority, as it is (17) Available Trash can considered to have a high interest rate but (24) Available Traffic sign possess lower performance levels [16,17]. Items (27) Available Electricity requiring improvement is availability of including (28) Available Clean water distinctive local traditional attraction [18] such as (29) Available Communication network Jaranan which contains elements of magic in the availability (signal strength)
dance. Dining facility which provides various
Importance
Satisfaction
Figure 4. Quadrant of Importance Performance Analysis (IPA) on Sri Ari Joyoboyo
[96] J. Ind. Tour. Dev. Std., Vol.5, No.2, April 2017 Tourist Satisfaction in Kediri Regency (Tendean)
local residents which add more value to this The results indicates these 12 attributes tourist attraction. The temple is decorated with are considered to have high importance and 14 panels of Sudamala story. Inside temple performance rate [16,17]. Thus these chambers are carvings with dragon-shaped attributes require to be maintained in Sri Ari fountains. Temple Tegowangi distance to Kediri is Joyoboyo. This tourist attraction should be 28 km and requires 45 minutes of travel. able to maintain its achievements and improve IPA perception rating Analysis result is based the performance quality of relevant attributes on questionnaire distributed at Temple in the future. Tegowangi. Four quadrants and their coordinate
points of each element were exhibited in the Quadrant III form of Cartesians quadrant (Fig. 5). Quadrant III contains attributes tourists considered unimportant and possess dissatisfying Quadrant I performance level from Tourist Object party Quadrant I contains attributes considered [14,15]. Nevertheless, these aspects could important by the tourists, but their quality has become more important in the future. Therefore not met their expectation [14,15]. Tourist Tourist Attraction party should consider Attraction should endeavor to improve attributes improving the attributes. The following attributes in Quadrant I in order to increase customer are exhibited in this quadrant : satisfaction. Based on Cartesians diagram, it exhibits the following attributes: (9) Available Hotel and Inn (19) Available Prayer/ Worship facility (4) Available Local food and beverage (20) Available Health post (8) Varied offered tourism attraction (21) Available ATM and Money Changer (10) Available dining facility (22) Available Gas station (11) Available shopping area (23) Available Tourist attraction (12) Available dining facility advertisement (brochure/pamphlet) (13) Available transportation node to Tourist (25) Available Tourism agency (travel Attraction bureau, guide) (14) Ease in reaching Tourist Attraction (26) Available Wi-Fi network (24) Available road sign These indicates that these eight attributes This indicates services performance in Temple considered less important by the visitors, but is Tegowangi Attractions on these 8 attributes do provided very well in Sri Ari Attractions Joyoboyo not meet visitor’s expectations. Therefore these [16,17]. Regardless of being low importance, it attributes should be main improvement priority still requires proper maintenance. The attributes for Temple Tegowangi management [16,17]. This that are in this quadrant would remain in good quadrant contains the main attributes for Temple condition regardless of its maintenance status as Tegowangi satisfaction. It is necessary to these are considered less important by the improvement the following aspects: availability visitors and its maintenance have marginal of traditional cultural attractions [18] such as influence on the visitors satisfaction level street art which contains magical elements in the because of the relatively low priority. dance. Shopping facilities is offering regional specialty souvenir. Dining facilities equipped with Quadrant IV various types of regional food and drink. Quadrant IV contains attribute the tourists Availability of transportation to facilitate tourist considered unimportant and overly maintained and increase signs pointing toward tourism or possess overly high performance level. There attractions making it easier for tourists to reach is no need for further maintenance [16,17]. This Tegowangi Temple. Quadrant does not possess any item nor attributes. Quadrant II Quadrant II contains attributes considered Tegowangi Temple important by the tourists, and met their Temple of Tegowangi is a temple located in expectation [14,15]. Therefore it resulted in Tegowangi Village, Plemahan district, Kediri. higher tourist satisfaction. With high tourist Tegowangi Temple occupies spacious and open satisfaction level in this Quadrant, Tourist area. This archaeological area is well maintained. Attraction party should maintain these attributes Honey bee farm in entrance area is owned by in order to satisfy the tourist according to their
J. Ind. Tour. Dev. Std., Vol.5, No.2, April 2017 [97]
Tourist Satisfaction in Kediri Regency (Tendean) expectation. Attributes contained in this become more important in the future; therefore quadrant are: Tourist Attraction party should consider improving the attributes. The following attributes (1) Available security personnel are exhibited in this quadrant: (2) Authentic natural attraction (6) Natural attraction beauty (9) Available Hotel and Inn (7) Available unique local culture (18) Available transportation node to Tourist (15) Available parking lot Attraction (16) Available restroom facility (19) Available prayer/worship facility (17) Available trash can facility (20) Available health post (27) Available electricity (21) Available ATM and Money Changer (28) Available clean water (22) Available gas station (29) Available communication network (23) Tourist attraction advertisement (signal strength). availability (brochure/pamphlet) (25) Tourism agency availability (travel bureau, guide) These results indicate 10 attributes are (26) Wi-Fi network availability considered to have high importance and performance rate [16,17]. These attributes This indicates 9 attributes regarded as low performance needs to be maintained in Temple importance by tourists while it is provided well Tegowangi. The management should maintain in Temple Tegowangi [16,17]. Regardless of and improve performance quality of attributes being low importance, it still requires proper relevant in the future, allowing visitors to leave maintenance. The attributes that are in this good impression on Temple Tegowangi and quadrant would remain in good condition maintain their satisfaction. regardless of its maintenance status as these are considered less important by the visitors Quadrant III and its maintenance have marginal influence Quadrant III contains attributes tourists on the visitors satisfaction level because of the considered unimportant and possess dissatisfying relatively low priority. performance level from Tourist Object party [14,15]. Nevertheless, these aspects could
Importance
Satisfaction
Figure 5. Quadrant of Importance Performance Analysis (IPA) on Tegowangi Temple
[98] J. Ind. Tour. Dev. Std., Vol.5, No.2, April 2017 Tourist Satisfaction in Kediri Regency (Tendean)
Quadrant IV REFERENCES Quadrant IV contains attribute the tourists [1] Yoeti. 2000. Parawisata dan lingkungan considered unimportant and overly maintained hidup. PT Pertja. Jakarta. or possess overly high performance level. There [2] Kirom. 2009. Mengukur kinerja pelayanan is no need for further maintenance [14,15]. This dan kepuasan konsumen. Pustaka Reka Quadrant does not possess any item nor Cipta. Jakarta. attributes. [3] Budiono, G. L. 2004. Kepuasan wisatawan terhadap kualitas pelayanan obyek wisata CONCLUSION Gunung Bromo. Jurnal Model Manajemen Based on Importance Performance 2(1), 60-64. Analysis (IPA) result includes 29 attributes. [4] Harun, H. 2006. Analisis faktor-faktor yang The attributes are attraction, accommodation, mempengaruhi kepuasan pelanggan untuk accessibility, facility, information, advertise- meningkatkan loyalitas pelanggan produk ment, and utility. Therefore it could be Telkom Flexi. Master Thesis. Study Program concluded that: of Management. Diponegoro University. Temple of Surowono identified for Semarang. possessing 8 attributes included in [5] Zhang, Q. 2012. Research on tourist improvement priority. It requires accommo- attractions performance promoting method dation facility such as dining and shopping based on the SWOT analysis method. area. Temple of Surowono also requires Journal of IERI Procedia 1, 254-260. attractions which involve local culture [6] Kotler. 1997. Studi kepuasan pelanggan attraction, varied cultural attraction, and untuk mencapai loyalitas pelanggan. souvenirs. Accessibility aspects requiring Available at: http://Eprints.Undip.Ac.Id/ improvement are road condition, transport 24660/1/Antari_Setiyawati.pdf. node availability and parking lot. [7] Abalo, J., J. Varela and V. Manzano. 2007. Gereja Tua Puh Sarang identified for Importance values for Importance- possessing 1 attribute included in Performance Analysis: a formula for improvement priority, such as road network spreading out values derived from condition and transportation node to tourist preference rankings. Journal of Business attraction. Sri Ari Joyoboyo identified for Research 60(2), 115-121. possessing 5 attribute included in [8] Azzopardi, E. and R. Nash. 2013. A critical improvement priority, which involves the evaluation of importancee performance following attributes: adding dining facility, analysis. Journal of Tourism Management attraction variation, accessibility improve- 35, 222–233. ment such as road network condition and [9] Clow, K. 2000. Service marketing. Will & Son transport node availability to tourist inc. America. 2(4), 53-72. attraction. [10] Supranto, J. 2006. Pengukuran tingkat Temple of Tegowangi was identified for kepuasan pelanggan untuk menaikkan possessing 8 attribute included in pangsa pasar. Rineka Cipta. Jakarta. improvement priority, which involves the [11] Martilla, J. A. and J. C. James. 1977. following attributes: Adding dining facility, Importance Performance Analysis. Journal shopping area, adding more varied attraction, of Marketing (pre-1986) 41(1), 77-79. improving accessibility by repairing road [12] Ennew, C. T., G. V. Reed and M. R. Binks. network condition and adding transportation 1993. Importance–Performance Analysis node to tourist attraction. and the measurement of service quality. European Journal of Marketing 27(2), 59-70. ACKNOWLEDGEMENT [13] Matzler, K., F. Bailom, H. H. Hinterhuber, B. The authors would like to thank the Faculty Renzl and J. Pichler. 2004. The asymmetric of Engineering, Master of Civil Engineering relationship between attribute-level perfor- Interests Urban and Regional Planning, mance and overall customer satisfaction: a University of Brawijaya that assist authors in reconsideration of the importance– providing inputs, especially DR. Ir. Surjono, performance analysis. Industrial Marketing MTP., DR. Ir. Agus Dwi Wicaksono, LRR., and Dr. Management 33(4), 271–277. Septiana Hariyani, ST., MT.
J. Ind. Tour. Dev. Std., Vol.5, No.2, April 2017 [99]
Tourist Satisfaction in Kediri Regency (Tendean)
[14] Rangkuti, F. 2006. Measuring customer satisfication. Gramedia Pustaka Utama. Jakarta. [15] Gamble, M., T. K. Gambel. 2002. Communi- cation works. McGraw-Hill College. Boston. [16] Indra, W. D. 2013. Analisis kepuasan konsumen Waroeng Steak and Shake Jl. Cendrasih No. 30 Yogyakarta. Available at: http://eprints.uny.ac.id/16730/1/SKRIPSI_In dra%20Wahyu%20Dianto_09408145008.pd f [17] Estie, K. W. 2006. Pengukuran tingkat kepuasan konsumen jasa penerbangan (studi Kasus pada Jasa Penerbangan Garuda Indonesia Semarang-Jakarta). Jurnal Mana- jemen dan Organisasi 3(1), 40-63. [18] Molinillo, S. and A. Japutra. 2016. Factors influencing domestic tourist attendance at cultural attractions in Andalusia, Spain. Journal of Destination Marketing and Management (In Press). Available at: http://www.sciencedirect.com/science/arti cle/pii/S2212571X1630258X.
[100] J. Ind. Tour. Dev. Std., Vol.5, No.2, April 2017