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Journal : ARISTO

Servqual Model in Tourism Development in the Mandalika Special Economic Zone Arliani, Suci; Hendra Nazwin , Asfarony; Mustamin, Mustamin; Rifaid, Rifaid; Octastefani , Theresia
ARISTO Vol 14 No 1 (2026): January
Publisher : Universitas Muhammadiyah Ponorogo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24269/ars.v14i1.12569

Abstract

The Mandalika Special Economic Zone (SEZ) is considered a very important tourism destination. However, its management faces problems such as the centralization of ITDC authority, limited community participation, and poor service quality in various areas.  In this situation, service quality evaluation must be carried out comprehensively using an approach that can see multi-actor dynamics.  The purpose of this study is to examine how the application of the SERVQUAL model helps improve tourism service quality in the Mandalika SEZ and to identify how ITDC, the Central Lombok Tourism Office, and Pokdarwis contribute to the five main dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The method used is a descriptive qualitative approach with in-depth interview and participatory observation techniques, thematic analysis assisted by NVivo 12 Plus.  The results show that ITDC authorities dominate the tangibles dimension through infrastructure development and area aesthetics, while trust, responsiveness, assurance, and empathy are more influenced by regional institutional capacity and community empowerment, including human resource training, provision of information centers, organization of cultural activities, and development of community-based ecotourism. The results show that physical development is not the only factor contributing to service quality improvement; institutional coordination, investment in human resources, and strengthening the role of the community are all factors that contribute to service quality improvement.  This study finds that SERVQUAL has the ability to explain the configuration of Mandalika's service governance and serves as the basis for a more inclusive and sustainable service improvement model in destinations with a multi-actor structure. Keywords: Servqual Model Service Quality; Mandalika SEZ; Sustainable Tourism; Community empowerment;
Co-Authors A. Natsir, Andi Fadhillah Abd Jawad, Yasser Abd. Rasyid Syamsuri Abdul Kahar Abdul Kahar Abdul Rahman Abdul Wahab Abdullah, Nuraeni Abu Baedah, Said Syarifuddin Abu Bakar, Amalia Ramahdani Adela Ainiyyah Calista Rahmat Adriyani Adam Adurahim, Adurahim Afandy, Umrah Sri Rahayuh agonda joman, Angelina desiyanti Agung, Permana Ahmad Ahmad Ahmad Fadhel Syakir Hidayat Ahmad, Nur Fahmi Ahmad, Winda Andrayani Akil, Muh Al Imran, Al Imran Al-Gifari, Muh. Alamri, Fahrial Alina, Rafiqah Amani, Fikri Amir Mahmud Amir, Ahmadul Haady Ihsan Andi Imran Andi Mattulada Andi Ummul Khair Andi Zulkifli Abdullah Angriani Putri, Aisyah Anshar Daud Anwar, Muhammad Yunus Apriani, Nur Wahidah Ardiansyah, Vicky arliani, Suci Arnanto, Ganggang C. Aryuninda , Aryuninda Asikin, Hijrah Asmiyati, Asmiyati Asnany, Asnany Assaad, Andi Baso Muammar Astuti, Puja Azhar, Muh Badaruddin, Sugiarto Baharudin Baharudin Bakri, Hasrul Bambang Sampurno, Bambang Baso Madiong betty betty Bunyamin, Andi Burhanuddin, Muh Azhar C. Arnanto, Ganggang Chaerunnimah . Citra Maharani Darmawan, Fitrah Dary Mochamad Rifqie Dasa Ismaimuza Delviana, Delviana Dermawan S, M. Ariy Dewi Triantini Dicaprio, Jovi Jus Dicaprio, Jovi Jus Dien Abdul Munir Edy Sabara Elvira, Richa erham, erham Erlangga , Aqsa Erwinsyah Erwinsyah Fachrul Ghazi, Fachrul Fadila, Nurul Fandi Ahmad Febrianti, Inong Firanti, Firda Ayu Firdaus Firdaus Fitrianingsih, Julia Gaffar, Herry Darsim Gunarsa, Arif Hadawiah, Hadawiah Hadi, Ayatullah Hakim, Ahmad Halwi, Muhammad Darma Handayani, Rut Haque, Arina Ilma Haripuddin . Haryono Pasang Kamase Hasanuddin, Nasri Hasrul Hasrul, Hasrul Hayyu, Ade Unil Hendra Jaya Hendra Nazwin , Asfarony Hendrayati, Hendrayati Hendrayati Herman, Sriyana Hidayah, M. Furqan Hikam, Faqihul Husnul Khatimah I Nyoman Murdiana Icmiawan, Icmiawan Icmiawan, Icmiawan Idris, Ma’ruf Ihsan, Imam Nur Ikbal Abdulla Ikbal B Imran, Al Imran, Al Ichlas Imran, Rahmad Imran, Rahmad Inayah, Al Islamiyah Indra Sukma, Indra Indradewa, Rhian Irwanto, Dola Islam, Ahmad Dinul Iwan Setiawan Iwin Ardyawin Jamaluddin Jamaluddin Jangga, Jangga Jannah, Lisa Ihdiatul Joharia, St Juhri, Juhri Kadima Kadima Kahar Kahar kambolong, makmur Kasmawati Khairy Abusyairi Krosby, Sebtiara Syahrani Kusuma, Bayu Mitra A. Lanonci, Nurwasilah Latifah Sukmawati Yuniar Lu'mu, Lu'mu Lu’mu, Lu’mu Lydia Fanny M al-khusaini, M al-khusaini M. Andika Ma'sud, Hikmawati Mahdar, Kaerurrijal Mantasia Mantasia Mappeasse, M Yusuf Mappeasse, Nurul Zazkiyah Marajo, Marajo Mardiah Mardiah Martini Martini Mas'ud, Hikmawati Maskuri Sutomo Masruddin Ma’ruf Idris, Muh Ma’ruf Idris, Muh. Meldawati, Lucyani Miluana, Miluana Mintasrihardi, Mintasrihardi Mongkapu, Graceya Mubyl, Mutiarini Muh Yusuf MUH. KABUL, LALU Muh. Ma’ruf Idris Muh. Yamin, Muh. Muhaimin Muhaimin Muhammad Akil, Muhammad Muhammad Ansar, Muhammad Muhammad Basir Muhammad Din MUHAMMAD HASBI Muhammad Ihsanuddin Masdar Muhammad Nasir Muhammad Nasir Murdani, Edy Murti, Rajendra Lubdhaka Mustamin, Muh. 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Ella Evrita Hestiandari Ruslan Renggong Sabrina, Nadia Sahabuddin Hay, Sahabuddin Saharuddin said, muh Said, Taufikurrahman Salati S. Yampel Salma Nazhimah Salmin Dengo Salsabila, Ainun Salsyabila, Hasnia Samad, PI. S. Samad Samad, Putri Ida Sunaryathy Samad, Putri IS Samuel Jie, Samuel Sanderia, Iwan Sapto Haryoko Saputra, Rahim Saputra, Ramdhani Nur Sari, Dessy Ana Laila Selica Erlindi Selva, Selva Sidik, Darlan Simanullang, Ratih Sirajuddin Sirajuddin Sirajuddin Sirajuddin Soiswaty, Dwi Purnama Sri Lestari, Retno Sudarmono R, Muh Aidil Sudarmono, Muh Aidil Sugianto Sugianto Sukmawati Sukmawati Sunarto Sunarto Sunaryathy, Putri Ida Supriadi Supriadi Suryadin, Suryadin Susilo, Tarsisius Sutarsi, Sutarsi Syahid, Akhmad Syahidah, Muthi syahrul, muhammad Syaifuddin, Fatma Syamsuriyati, Syamsuriyati Syarifaturrahmatullah, Syarifaturrahmatullah Tahir, Arief Rahmattullah Tahir, Ilyas Takus, Dedi Spempri Takwa, Agil Tambi Tambi, Tambi Tampang, Tampang TAMRIN ABDULLAH Taqwa, Kurnia Taris, Lumu Thahir, Ilyas Thresia Dewi Kartini Berek Ulfah Ulfah Umi Kalsum A. Matalang Ummiati Rahmah Usman, Ernawati Vira, Natalin Wahrini, Retyana Widi Astutik Wilma Wilma, Wilma Wirawan, Agung Yuda, Anak Agung Ngurah Ade Dwi Putra Yusuf Mappeasse, Muhammad Zainal, Abdul Qahar Zainuddin, Zainuddin Zelfia Zulfadilah, Ahmad Zulhaerini, Adilah Zulkaida, Wa Ode Zulkarnaen, Achmad Zulkifli Muhdar, Muhammad