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Journal : Indonesian Journal of Interdisciplinary Research in Science and Technology (MARCOPOLO)

E-Service Quality on the Ubud Monkey Forest Website, Gianyar (Demand Perspectives) Dwiari, Ni Made Septi; Mahadewi, Ni Made Eka; Mertha, I Wayan
Indonesian Journal of Interdisciplinary Research in Science and Technology Vol. 2 No. 8 (2024): August 2024
Publisher : PT FORMOSA CENDEKIA GLOBAL

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55927/marcopolo.v2i8.11035

Abstract

This study aims to determine the e-service quality on the Monkey Forest Ubud website, Gianyar with a tourist perception approach. The sampling technique used was non-probability sampling with a total of 192 respondents consisting of domestic and foreign tourists. The analysis technique used in this study was measured using Importance Performance Analysis (IPA). The results of the study show that the level of satisfaction of domestic and foreign tourists has different satisfactions. Domestic tourists have a 92% suitability rate and foreign tourists have a 90% suitability rate. Based on the GAP analysis, it was found that the average was (-0.30) which means that tourists are still not satisfied with the service that meets the expectations of tourists. The findings of this study can be used as a consideration to improve the quality of electronic services by prioritizing indicators that have low performance with high levels of tourist expectations.
The Influence of Service Quality and Tourist Satisfaction on Tourist Loyalty Visiting Garuda Wisnu Kencana Cultural Park Bali Noviani, Ni Komang Nia; Mahadewi, Ni Made Eka; Mertha, I Wayan; Liestiandre, Hanugerah Kristiono
Indonesian Journal of Interdisciplinary Research in Science and Technology Vol. 2 No. 9 (2024): September 2024
Publisher : PT FORMOSA CENDEKIA GLOBAL

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55927/marcopolo.v2i9.11190

Abstract

The level of service quality provided is the main determinant in meeting tourist expectations and highlighting the excellence of a destination. (Tjiptono, 2002). This study aims to determine the effect of service quality and tourist satisfaction on the loyalty of tourists visiting the Garuda Wisnu Kencana Bali Cultural Park. This study used a sampling method, namely purposive Accidental Sampling, with a total of 150 respondents (Hair et al, 2014). The analysis technique in the study was the Structural Equation Modeling (SEM) model with the Partial Least Square (PLS) approach, and using SmartPLS 4.0 software. The results of the study showed that the tourist satisfaction variable had a significant effect on tourist loyalty (p value Sig = 0.000). The service quality variable had a significant effect on tourist satisfaction (p value Sig = 0.000). The service quality variable had a significant effect on tourist loyalty (p value Sig = 0.000). The tourist satisfaction variable can mediate the effect of service quality on tourist loyalty (p value Sig = 0.000).