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Pengaruh Kualitas Produk dan Pelayanan Terhadap Kepuasan Pelanggan dalam Membentuk Loyalitas Pelanggan Santi, Ni Made Ria Utami; Semara, I Made Trisna; Parwati, Komang Shanty Muni
Jurnal Ilmiah Pariwisata dan Bisnis Vol. 3 No. 9 (2024): Jurnal Ilmiah Pariwisata dan Bisnis September 2024
Publisher : Institut Pariwisata dan Bisnis Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22334/paris.v3i9.884

Abstract

Penelitian ini bertujuan untuk mengetahui: 1) apakah kualitas produk berpengaruh terhadap kepuasan pelanggan, 2) apakah kualitas pelayanan berpengaruh terhadap kepuasan pelanggan, 3) apakah kualitas produk berpengaruh terhadap loyalitas pelanggan, 4) apakah kualitas pelayanan berpengaruh terhadap loyalitas pelanggan, dan 5) apakah kepuasan pelanggan berpengaruh terhadap loyalitas pelanggan di Masi Coffee. Metode Penelitian yang digunakan pada penelitian ini adalah metode deskritif kuantitatif. Teknik pengumpulan data yang digunakan yaitu angket dan observasi. Teknik analisis data yang digunakan pada penelitian ini yaitu analisis jalur dengan menggunakan bantuan aplikasi Smart PLS 3.0. Populasi dari penelitian ini adalah seluruh konsumen yang membeli produk di Masi Coffee Denpasar sejak bulan Maret 2022-Juni2022. Teknik pengambilan sampel pada penelitian ini yaitu random sampling, dengan jumlah sampel 109 orang. Hasil penelitian menunjukkan bahwa sebagai berikut: 1) kualitas produk berpengaruh terhadap kepuasan pelanggan, 2) kualitas pelayanan berpengaruh terhadap kepuasan pelanggan, 3) kualitas produk berpengaruh terhadap loyalitas pelanggan, 4 kualitas pelayanan berpengaruh terhadap loyalitas pelanggan, dan 5) kepuasan pelanggan berpengaruh terhadap loyalitas pelanggan. Kepuasan pelanggan mampu memediasi pengaruh kualitas produk terhadap loyalitas pelanggan secara sebagian, dan kepuasan pelanggan juga mampu memediasi pengaruh kualitas pelayanan terhadap loyalitas pelanggan secara sebagian. This reserch was conducted to find out: 1) whether product quality affects both customer satisfaction and loyalty, 2) whether service quality affects customer satisfaction and loyalty, and 3) whether customer satisfaction affects and lead the customer loyalty at Masi Coffee. The research applies a quantitative descriptive method where questionnaires and observations techniques were applied in collecting the data. The population of this study were taken from all consumers who bought products at Masi Coffee Denpasar from March 2022-June 2022 who chosen through random sampling, with a total sample of 109 people. The data analy ed through the help of the Smart PLS 3.0 application. The results showed that as follows: 1) product quality affects both customer satisfaction and loyalty, 2) service quality affects both customer satisfaction and loyalty, 3) customer satisfaction significantly affects customer loyalty. In addition, Customer satisfaction is partly able to mediate the influence of product quality on customer loyalty, and customer satisfaction is partly also able to mediate the influence of service quality on customer loyalty.
PELATIHAN IMPLEMENTASI SCIENCE AND TECHNOLOGY INDEX (SINTA) UNTUK DOSEN DALAM UPAYA PENINGKATAN KINERJA PERGURUAN TINGGI Semara, I Made Trisna; Wirawan, Putu Eka; Chandra, I Made Krisna Adi
Sewagati Vol. 3 No. 2 (2024): Sewagati
Publisher : Fakultas Teknik dan Informatika Universitas PGRI Mahadewa Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59819/sewagati.v3i2.4228

Abstract

Performance of science and technology institutions in Indonesia is managed and measured by Sinta. Outreach is needed for lecturers and university verifiers due to its functions. The objectives are 1) to equalize perceptions regarding Sinta's features and facilitation; 2) provide guidance, technical instructions and problem solving in the data verification process for lecturers and institutions at each university; 3) Guide verifiers in universities therefore the quality of the data in Sinta is well maintained. The training methods used are lectures, discussions and group and/or individual tutorials. The results of the activity will be useful for evaluating the performance of lecturers and universities effectively and efficiently in order to increase the number and quality of lecturers' performance as a main purpose of the implementation of the Tri Dharma of Higher Education.
EDUKASI PEMASARAN DIGITAL DAN PELATIHAN BAHASA INGGRIS BAGI SISWA SD NEGERI 2 SERANGAN Nirmalasari, intan; I Made Trisna Semara; Putu Eka Wirawan; Ni Luh Putu Eka wahyuni; Ni Made Yulistia Dewi
Sewagati Vol. 3 No. 2 (2024): Sewagati
Publisher : Fakultas Teknik dan Informatika Universitas PGRI Mahadewa Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59819/sewagati.v3i2.4242

Abstract

The Sanur Tourism Area, particularly Serangan Village, has significant tourism potential with its spiritual, marine, and culinary attractions. To support the development of Serangan Village it is essential to enhance the skills of the local community, especially in English language proficiency and the use of digital technology. At SD Negeri 2 Serangan, there are challenges related to the limited number of English language teachers and the students' low understanding of digital marketing. This activity aims to provide English language training and digital marketing education to students to enhance their competitiveness in the global era. The methods used include needs analysis, interviews, observations, as well as lectures and practical exercises in creating digital content. The results of this program show that digital marketing education helped students understand how to use social media to promote Serangan Village, while interactive English language training improved their language skills. Through this initiative, it is expected that the youth of Serangan Village will actively contribute to local tourism development and be better prepared for global challenges.
Pelatihan Pelayanan Kepada Kelompok Usaha Pondok Wisata di Desa Ubud Kabupaten Gianyar Darsana, I Made; Semara, I Made Trisna; Wijaya, Nyoman Surya
International Journal of Community Service Learning Vol. 6 No. 4 (2022): November 2022
Publisher : Universitas Pendidikan Ganesha

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23887/ijcsl.v6i4.54047

Abstract

Wisatawan dalam memilih tempat tinggal, cenderung menginginkan pengalam lokal dengan tinggal bersama tuan rumah di destinasi. Oleh karena itulah, pondok wisata menjadi pilihan menarik bagi wisatawan khusus Eropa repeater yang menghabiskan waktu liburannya di Ubud. Namun disisi lain Ubud yang merupakan destinasi pariwisata yang memiliki keaslian, keunikan, kekhasan serta kekhususan di dunia pariwisata internasional harus tetap dijaga dan dilestarikan walau pandemi COVID-19 telah meluluhlantakan pariwisata Ubud. Tujuan pengabdian ini adalah melakukan upaya recovery terhadap pariwisata Ubud. Kegiatan ini dilaksanakan dengan bentuk kegiatannya menggunakan metode penyuluhan diikuti dengan diskusi dan praktek. Kegiatan ini menyasar pemilik pondok wisata serta karyawannya, pemuda desa dan masyarakat lain yang tertarik untuk meningkatkan pengetahuannya terkait pengelolaan pondok wisata di Desa Wisata Ubud, Kabupaten Gianyar. Kegiatan ini menghasilkan luaran berupa terbentuknya komunikasi yang lebih baik antara pengelola wisata sebagai tuan rumah dan wisatawan sebagai tamu yang berimplikasi pada kunjungan ulang dari wisatawan untuk menjadi wisatawan repeater untuk kesejahteraan masyarakat terutama masyarakat di Desa Wisata Ubud, Kabupaten Gianyar.
Tourist's Bizarre Behaviors in Bali: Deconstruction of Irritation Index Theory from Gen Z Perspective Prabawa, I Wayan Sukma Winarya; Suwintari, I Gusti Ayu Eka; Semara, I Made Trisna; Effendie, Mahardhika Wijaya; Pertiwi, Putu Ratih
Pusaka : Journal of Tourism, Hospitality, Travel and Business Event Vol. 7 No. 1 (2025): February-Juli
Publisher : Politeknik Pariwisata Makassar, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33649/pusaka.v6i2.464

Abstract

The urgency of this research arises from the diminishing reputation of Bali tourism, attributed to the viral dissemination of peculiar tourist behaviors via social media and other platforms. If this persists, it may adversely affect Bali's tourism circumstances. The research aims were: 1) to detect and analyze alterations in individuals' attitudes resulting from exposure to negative tourism information, and 2) to develop a model linking negative tourism information exposure to changes in the attitudes of the Balinese people, with the fatigue component serving as a mediating variable. This study employed a quantitative methodology, utilizing data analysis approaches that included quantitative descriptive analysis and Structural Equation Modeling (SEM) with Partial Least Squares (PLS). The study's findings indicate that 1) the populace remains in the "euphoria" phase, characterized by a continued acceptance of tourists, and 2) the variable of fatigue effectively mediates the impact of negative tourism information on public attitudes, exhibiting partial mediation
PENGUATAN BRANDING DAN KAPASITAS POKDARWIS DALAM PENGEMBANGAN DESA WISATA SELUMBUNG YANG BERKELANJUTAN Semara, I Made Trisna; Ni Luh Putu Intan Nirmalasari; I Made Krisna Adi Chandra
Sewagati Vol. 4 No. 1 (2025): Sewagati
Publisher : Fakultas Teknik dan Informatika Universitas PGRI Mahadewa Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59819/sewagati.v4i1.4924

Abstract

Selumbung Tourism Village is one of the potential tourist destinations in Karangasem Regency, Bali, known for its rich natural resources, culture, and local traditions. However, in recent years, the village has faced several challenges, including a decline in tourist visits and a weak destination brand identity. These issues have been exacerbated by the lack of synergy in management among members of the Tourism Awareness Group (POKDARWIS) and limited capacity in managing digital promotion. In response to these problems, a community engagement program carried out by the Tourism Management Study Program aimed to strengthen destination branding and enhance the capacity of POKDARWIS members through digital marketing training, assistance in promotional content development, and revitalization of the group's vision and mission. The implementation was conducted through a participatory approach, including observation, focus group discussions (FGDs), training sessions, and result evaluations. The outcomes of the program indicated an increased understanding among POKDARWIS members regarding the importance of branding and digital marketing strategies, the development of a new promotional narrative for the village, and the formulation of a collaborative action plan. This activity has had a positive impact by fostering a spirit of togetherness, increasing the competitiveness of the destination, and reinforcing the sustainable development direction of Selumbung Tourism Village.
Pengaruh Kualitas Makanan terhadap Keputusan Pembelian Generasi Z Vionita, Henny; Semara, I Made Trisna
Jurnal Ilmiah Pariwisata dan Bisnis Vol. 3 No. 11 (2024): Jurnal Ilmiah Pariwisata dan Bisnis November 2024
Publisher : Institut Pariwisata dan Bisnis Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22334/paris.v3i11.905

Abstract

Kualitas makanan mempunyai peran besar dalam memenuhi harapan pelanggan dan mempengaruhi keputusan mereka untuk membeli. Tujuan dari penelitian ini adalah untuk mengetahui bagaimana keputusan pembelian generasi Z di Warung Kuta Made dipengaruhi oleh kualitas makanan dengan menggunakan satu variabel bebas yaitu kualitas makanan dan satu variabel terikat yaitu keputusan pembelian generasi Z dengan menggunakan tujuh dimensi yaitu warna, penampilan. , rasa, suhu, ukuran porsi, aroma, dan kematangan. Dengan menggunakan total 200 responden, dilakukan uji validitas dan reliabilitas untuk menilai metodologi pengumpulan data kuesioner yang digunakan dalam desain penelitian deskriptif kuantitatif ini. Purposive sampling dikombinasikan dengan pendekatan non-probability sampling digunakan untuk sampel penelitian ini. Untuk menganalisis data penelitian ini digunakan uji validitas, reliabilitas, hipotesis, dan koefisien. Temuan penelitian yang menggunakan uji t untuk menganalisis data menunjukkan bahwa beberapa aspek kualitas makanan mempengaruhi keputusan pembelian konsumen. Hasil uji determinasi R^2 sebesar 0,745 menunjukkan bahwa 74,5% pilihan pembelian dipengaruhi oleh kualitas makanan, dan sisanya sebesar 25,5% dipengaruhi oleh faktor lain. Perusahaan disarankan untuk mempertahankan indikator-indikator yang sudah baik sambil meningkatkan indikator-indikator yang nilainya agak lebih rendah. Faktor-faktor lain dapat dimasukkan untuk penelitian di masa depan, dengan tujuan menghasilkan temuan yang lebih baik dan berharga. Food quality has a big role in meeting customer expectations and influencing their purchasing decisions. The purpose of this research is to find out how generation Z's purchasing decisions at Warung Kuta Made are influenced by food quality by using one independent variable, namely food quality and one dependent variable, namely generation Z's purchasing decisions, using seven dimensions, namely color, appearance. , taste, temperature, portion size, aroma, and doneness. Using a total of 200 respondents, validity and reliability tests were carried out to assess the questionnaire data collection methodology used in this quantitative descriptive research design. Purposive sampling combined with a non-probability sampling approach was used for this research sample. To analyze this research data, validity, reliability, hypothesis and coefficient tests were used. Research findings that use the t test to analyze data show that several aspects of food quality influence consumer purchasing decisions. The results of the R^2 determination test of 0.745 show that 74.5% of purchasing choices are influenced by food quality, and the remaining 25.5% are influenced by other factors. Companies are advised to maintain good indicators while improving indicators with slightly lower values. Other factors can be included for future research, with the aim of producing better and more valuable findings.
PROGRAM PENGELOLAAN DAYA TARIK WISATA BERBASIS MASYARAKAT DI KAWASAN NUSA PENIDA Sasmita, Ayu Widiya; Semara, I Made Trisna; Sinaga, Firman
Jurnal Ekonomi Manajemen Akuntansi Keuangan Bisnis Digital Vol. 4 No. 1 (2025): JANUARI-JUNI
Publisher : Badan Penerbitan Fakultas Pertanian Universitas Ratu Samban

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58222/jemakbd.v4i1.1244

Abstract

Penelitian ini bertujuan untuk merancang program pengelolaan daya tarik wisata berbasis masyarakat di kawasan Nusa Penida. Sebagai salah satu destinasi unggulan di Bali, Nusa Penida memiliki keindahan alam yang luar biasa dan kekayaan budaya lokal yang berpotensi besar untuk di Kelola. Pengelolaan pariwisata di daerah Nusa Penida ini masih menghadapi berbagai tantangan, kurang nya pengelolaan disamping dengan terbatasnya infrastruktur. Melalui pendekatan kualitatif, penelitian ini mengkaji peran serta masyarakat dalam pengembangan pariwisata serta strategi yang dapat diterapkan untuk pengelolaan daya Tarik wisata yang berkelanjutan. Untuk pengelolaan daya tarik wisata melibatkan masyarakat setempat karena dengan adanya peran pemerintah tentunya akan terbats dari segi dana dan bantuan penyuluhannya Hasil penelitian menunjukkan bahwa pelibatan aktif masyarakat, pelatihan kepada pemandu wisata serta kolaborasi antara pemerintah, swasta, dan masyarakat menjadi kunci keberhasilan program. Dengan pendekatan ini, diharapkan pariwisata di Nusa Penida tidak hanya berkembang secara ekonomi, tetapi juga memberi manfaat sosial dan pelestarian lingkungan di Kawasan Nusa Penida.
Pelatihan Layanan Prima Untuk Kelompok Pedagang Muda Semara, I Made Trisna; Suwintari , I Gusti Ayu Eka; Purnaya , I Gusti Ketut; Saputra , I Putu David Adi
Jurnal Abdi Masyarakat Vol. 3 No. 2 (2023): Jurnal Abdi Masyarakat
Publisher : Institut Pariwisata dan Bisnis Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22334/jam.v3i2.54

Abstract

Pengabdian ini untuk membantu kelompok truna truni pedagang di pasar Sidakarya Denpasar dalam mengatasi 1) Keluahan tamu berkaitan dengan faktor fisik yaitu ruangan yang kurang mendapat pertukaran udara yang lancar, suhu panas atau lembab, pencahayaan yang buruk, dan lantai tidak mudah dibersihkan bahkan licin, 2) Keluahan tamu berkaitan dengan SDM/ anggota kelompok belum memiliki pengetahuan standar dalam penyediaan makanan dan minuman, 3) Belum adanya standar keamanan, kebersihan dan keselamatan dalam bekerja pada kelompok pedagang di pasar Kereneng, 4) Kualitas pelayanan tamu masih rendah. Berkaitan dengan masalah tersebut kegiatan pengabdian masyarakat ini memberikan solusi untuk menyelesaikan persoalan tersebut dengan memberikan bantuan pengetahuan dan keterampilan kepada peserta pelatihan standar penyajian makan dan minum serta mendesain tempat pedagang yang ramah lingkungan dan estetika. Metode yang digunakan adalah dengan metode survey, metode partisipatory rural apprasial (PRA), pemberian Pelatihan, Pendampingan, dan Monitoring. Tujuannya adalah untuk meningkatkan kualitas pelayanan kelompok truna truni pedagang di Pasar Sidakarya.   This service aims to help the teruna teruni group of traders at the Sidakarya market in Denpasar in overcoming 1) Guest complaints related to physical factors, namely rooms that do not have a smooth air exchange, hot or humid temperatures, poor lighting, and floors that are not easy to clean or even slippery, 2) Guest complaints relate to human resources/group members not having standard knowledge in providing food and drinks, 3) There are no security, cleanliness and safety standards in working in the group of traders at Sidakarya market, 4) The quality of guest service is still low. In connection with this problem, this community service activity provides a solution to resolve this problem by providing knowledge and skills assistance to training participants in serving food and drink as well as designing environmentally friendly and aesthetically pleasing merchant premises. The methods used are surveys, participatory rural appraisal (PRA), as well as providing training, mentoring, and monitoring. The aim is to improve the quality of service for the first-line group of traders at the Sidakarya Market.
Community Service Program: Creative Promotion Strategy of Serangan Tourism Village Through Instagram Videos Semara, I Made Trisna; Saputra, I Putu David Adi; Chandra, I Made Krisna Adi
Jurnal Abdi Masyarakat Vol. 5 No. 2 (2025): Jurnal Abdi Masyarakat September 2025
Publisher : Institut Pariwisata dan Bisnis Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22334/jam.v5i2.86

Abstract

The development of digital media has opened new opportunities for destination promotion through video-based content. Serangan Tourism Village, with its maritime culture, marine tourism potential, and turtle conservation, still faces challenges in increasing its digital exposure, particularly on Instagram. Through a community service program, promotional videos were designed and produced to showcase the natural beauty, marine tourism activities, and local culture of Serangan. The videos were professionally packaged with cinematography, informative narration, and supporting music, then published mainly on Instagram. This activity aims to enhance the brand awareness of Serangan Tourism Village, expand promotional reach through collaboration with influencers and tourism communities, and encourage tourist visits. The expected outcomes are not only to strengthen the village’s image in the digital space but also to create a positive economic impact for the local community and reinforce Serangan’s position as one of Bali’s leading tourism destinations.
Co-Authors A. A. Gede Wijaya A.A. Ayu Arun Suwi Arianty A.A.Ayu Suwi Arianty AA. Ayu Arun Suwi Arianty Aling, Florenza Angeli Nazaretha Amir , Firlie Lanovia Amir, Firlie Lanovia Andari, Made Ayu Widya Angelina Hartono Angelina Hartono Antara, I Gusti Bagus Guapo Padma Aprinica , Ni Putu Isha Arianty, A.A Ayu Arun Suwi Arianty, A.A.Ayu Suwi Ariastini, Ni Nengah Ayu Arun Suwi Arianty Ayu Suwita Yanti Bayu, I Kadek Krisna Candrawati, Ni Luh Putu Asti Chandra, I Made Krisna Adi Christiawan , Ericko Mahendra Darmayanti, Putu Sri Denok Lestari Dewi, Kadek Ayu Chintya Effendie, Mahardhika Wijaya Elhanisi, Victoria Febianti , Febianti Firman Sinaga Gde Made Nugraha Regita Gusti Ayu Eka Suwintari Hariadi , Lisa Monica Hartono, Angelina I Gusti Ayu Eka Suwintari I Gusti Ketut Purnaya, I Gusti Ketut I Kadek Artha Prismawan I Ketut Suada I Made Darsana I Made Krisna Adi Chandra I Made Sudjana I Nengah Laba I Nyoman Sudiarta I Nyoman Sunarta I Nyoman Sunarta I Nyoman Sunarta I Putu David Adi Saputra I Putu David Adi Saputra I Wayan Eka Mahendra I Wayan Restu Suarmana, I Wayan Restu I Wayan Sukma Winarya Prabawa Ida Ayu Etsa Pracintya Ida Ayu Etsa Pracintya IDA BAGUS GDE PRANATAYANA INTAN NIRMALASARI Jessica Aprilia Kadek Ayu Ekasani Kartika, Ni Luh Dewi Komang Ratih Tujungsari Komang Trisna Pratiwi Arcana Kusuma, I Ketut Bayu Jaya Ladista , I Made Oldi Lestari, Ni Luh Komang Karina Dewi Luh Eka Susanti Made Suri Meiani, Ni Made Sri Puspa Moh Agus Sutiarso Mulia, I Made Prabudi Muliadiasa , I Ketut Ni Luh Helen Susani Ni Luh Putu Asti Candrawati Ni Luh Putu Eka wahyuni Ni Luh Putu Intan Nirmalasari Ni Luh Sri Mandari Ni Luh Supartini Ni Made Ayu Natih Widhiarini NI MADE AYU SULASMINI . Ni Made Yulistia Dewi Ni Nengah Ariastini Ni Nengah Ariastini Ni Nyoman Nadya Pradnyandari Ni Putu Ayu Saskarawati Ni Putu Feby Devira Permanita Ni Putu Isha Aprinica Ni Wayan Mita Damayanti Nyoman Surya Wijaya Nyoman Wibawa Saputra Pantiyasa , I Wayan Pantiyasa, I Wayan Parwati , Komang Shanty Muni Parwati, Komang Shanty Muni Permanita, Ni Putu Feby Devira Prabhaswara , I Ketut Gde Cahdrika Pramudia , Gusti Ngurah Bayu Pranatha, Gede Rio Surya Pratama , I Komang Boy Pricilia Purba, George Michael Carona Purnama, Jesslyn Lidya Purnaya , I Gusti Ketut Purwanto, Deni Putra, I Ketut Gde Nata Adi Putra, I Wayan Rian Prasatya Putri, Ni Luh Putu Indah Amertha Putu Eka Wirawan Putu Ratih Pertiwi Rahayu, Ni Nyoman Septiana Retno Juwita Sari Santi, Ni Made Ria Utami Saputra , I Putu David Adi Saputra, I Putu David Adi Sari , Retno Juwita Sasmita, Ayu Widiya Setiawan, I Kadek Doni Solly Aryza Sudarmawan, I Wayan Eka Sudjana, I Made Sugiwiyadmeika, Alit Putra Supartini , Ni Luh Suprapto, Nyoman Arto Suri, Made Susanti, Putu Herny Suwintari , I Gusti Ayu Eka Suwintari, I Gusti Ayu Eka Tujungsari, Komang Ratih Tunjungsari, Komang Ratih Vionita, Henny Wardana, Miko Andi Widhyadanta, I Gede Dirga Surya Arya Wijaya, Bryan Masga Wiyasha , Ida Bagus Made Wua, Maria Christin Yani, Ni Wayan Mega Sari Apri Yoga , Made Ray Darma