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All Journal Harmoni Sosial : Jurnal Pengabdian Dan Solidaritas Masyarakat Jurnal Manajemen Bisnis Digital Terkini
Ramadhani Sanjaya
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Decision Sciences, Operations Research & Management Education Social Sciences Other

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Analisis Kualitas Pelayanan dan Kepuasan Pelanggan pada PT Dewi Wisata Provinsi Sulawesi Selatan, Indonesia: Pendekatan Kualitatif Berbasis SERVQUAL Nur Fatima Zehra; Tiara Prisca Sabilla; Ramadhani Sanjaya; Laili Banuwa Fadila
Jurnal Manajemen Bisnis Digital Terkini Vol. 3 No. 3 (2026): Juli: Jurnal Manajemen Bisnis Digital Terkini
Publisher : Asosiasi Riset Ilmu Manajemen Kewirausahaan dan Bisnis Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61132/jumbidter.v3i3.1339

Abstract

This study aims to analyze service quality and customer satisfaction at PT Dewi Wisata, South Sulawesi Province, using a SERVQUAL-based qualitative approach. The research employed a descriptive qualitative method with data collected through in-depth interviews, non-participant observation, and documentation studies. Informants included company management, service staff, customers, and business partners involved in the company's operations. The analysis was conducted based on the five SERVQUAL dimensions, namely reliability, responsiveness,assurance, empathy, and tangibles. The results indicate that the overall service quality of PT Dewi Wisata is categorized as good and has successfully generated a high level of customer satisfaction. esponsiveness and empathy were identified as the most influential dimensions affecting customer satisfaction, reflected in prompt responses, ease of communication, friendly service, and the company's ability to provide solutions to customer problems. In addition, reliability and assurance contributed to building customer trust through accurate information and professional services, while tangibles served as supporting factors that strengthened the company's professional image. The findings suggest that high-quality service contributes positively to customer satisfaction, customer loyalty, and the sustainability of travel service businesses.
Pemberdayaan UMKM Desa Wisata melalui Digital Marketing, Artificial Intelligence, `Literasi Hukum Bisnis, dan Green Business untuk Meningkatkan Daya Saing Usaha di Kabupaten Pesawaran, Provinsi Lampung Rinaldi Bursan; Dina Safitri; Aida Sari; Driya Wiryawan; Prakarsa Panjinegara; Faila Shofa; Ramadhani Sanjaya; Doni Sagitarian Warganegara; Dita Febrianto
Harmoni Sosial : Jurnal Pengabdian dan Solidaritas Masyarakat Vol. 3 No. 3 (2026): Juli: Harmoni Sosial : Jurnal Pengabdian dan Solidaritas Masyarakat
Publisher : Lembaga Pengembangan Kinerja Dosen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62383/harmoni.v3i3.3458

Abstract

In tourist village regions, micro, small, and medium-sized enterprises (MSMEs) play an important role in strengthening the local economy and supporting sustainable tourism. However, MSME players in Pesawaran Regency, Lampung Province, still face challenges in utilizing digital technology, artificial intelligence (AI), and green business practices. This community service program aims to improve MSME capabilities through training and mentoring in digital marketing, AI, and green business implementation. Thirty MSME players from tourist villages participated through coaching, experiential learning, asset-based community development (ABCD), and participatory rural appraisal (PRA). Evaluation was conducted using pre-tests and post-tests. The results showed increased participant knowledge from 29.5% to 88.7%, AI utilization skills from 13.3% to 86.7%, and Google Business Profile ownership from 16.7% to 83.3%. Participants also adopted environmentally friendly packaging, developed brand identities, expanded digital promotion networks, and implemented digital marketing strategies. Participant satisfaction reached an average score of 4.79 out of 5. These results demonstrate that integrating digital marketing, AI, and green business practices can improve MSME capabilities, competitiveness, and sustainability in tourist villages
Co-Authors Aida Sari Dina Safitri Dita Febrianto Doni Sagitarian Warganegara Faila Shofa Laili Banuwa Fadila Nur Fatima Zehra Prakarsa Panjinegara Rinaldi Bursan Tiara Prisca Sabilla Wiryawan, Driya