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All Journal Digital Theory, Culture & Society
Abasana, I Gusti Ketut
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Humanities Education Languange, Linguistic, Communication & Media Social Sciences Other

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An evaluation study of service quality on tourist satisfaction at villas through digital communication Budarsa, I Gde Ketut Sri; Sumadi, I Ketut; Sangka, I Nyoman Gde; Sajayasa, I Made; Sunaya, I Nengah; Widharma, I Gede Suputra; Abasana, I Gusti Ketut
Digital Theory, Culture & Society Vol. 3 No. 1 (2025): July
Publisher : C-DISC

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61126/dtcs.v3i1.105

Abstract

This study uses digital communication to evaluate service quality and its impact on tourist satisfaction at Villa Uluwatu. Combining qualitative and quantitative methods, data were gathered through interviews and observations, then analyzed using data adequacy, validity, and reliability tests, Service Quality analysis, and the Customer Satisfaction Index (CSI). Results show an 80% satisfaction rate, with weaknesses found in tangibles, reliability, responsiveness, assurance, and empathy. No attribute emerged as a strength. Key areas for improvement include parking facilities, employee appearance, service speed, housekeeping responsiveness, and administrative ease. The study recommends enhancing these aspects to boost tourist satisfaction and maintain market competitiveness.
Co-Authors Budarsa, I Gde Ketut Sri I Ketut Sumadi I Made Sajayasa I Nengah Sunaya Sangka, I Nyoman Gde Suputra Widharma, I Gede