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Iswandi Sukartaatmadja
Institut Bisnis dan Informatika Kesatuan
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Pengaruh Fasilitas Dan Kualitas Pelayanan Terhadap Tingkat Kepuasan Serta Loyalitas Pengunjung Pada Museum Kepresidenan Balai Kirti Ezano Fernando Triantaka; Bambang Hengky Rainanto; Bambang Pamungkas; Iswandi Sukartaatmadja
Jurnal Ilmiah Pariwisata Kesatuan Vol. 6 No. 2 (2025): JIPKES Edisi Juli 2025
Publisher : Prodi Pariwisata dan LPPM Institut Bisnis dan Informatika Kesatuan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37641/jipkes.v6i2.5569

Abstract

Museums are one of the educational tourist destinations that play an important role in preserving the history and culture of a nation. The Balai Kirti Presidential Museum, as one of the historical museums in Indonesia, presents various information and collections related to the leadership journey of the presidents of the Republic of Indonesia. The success of the museum in attracting and retaining visitors does not only depend on the collections displayed, but is also influenced by the facilities available and the quality of service provided. Adequate facilities and quality services are expected to increase the level of visitor satisfaction, which will ultimately have an impact on their loyalty to the museum. This study aims to determine the effect of facilities and service quality on the level of visitor satisfaction and loyalty at the Balai Kirti Presidential Museum. The method used is a quantitative approach and sample determination using the lemeshow formula, obtaining one hundred (100) samples. The distribution of questionnaires was carried out online in the form of Google Form. Data were analyzed using SmartPLS SEM. The results of the study showed that facilities and service quality have a significant influence on visitor satisfaction and visitor loyalty. Visitor satisfaction also has a significant influence on visitor loyalty. Of the two variables, the results of the analysis showed that facilities have a greater influence on visitor loyalty than service quality. These findings provide insight for museum managers in improving the visitor experience by paying more attention to the facility aspect in order to increase their satisfaction and loyalty
Co-Authors Aan Soelehan Andiko Pramestya Regita Widhiacahyani Andri Suryanadi Anis Mutta Aliyah Bambang Hengky Rainanto Bambang Pamungkas Bhandan Ariziq Cecilia Valentina Srihadi Suryanti Evalin, Zuziana Zesaria Ezano Fernando Triantaka Geeta Maharani Sumantri Guicheldy, Abraham Heri Sastra Marwan Effendy Maulvi Novia Lestari Muhammad Noorman Mulyadi Mulyadi, Muhammad Noorman Naland, Harley Nusa Muktiadji Pristalia Arisha Putri Raden Irwan Sad Rifanny Maulana Rifqy, Dihya Nur Samuel Sumantri Soei Khim Sujana Sujana Tasya Amanda Udi Pramiudi Zuziana Zesaria Evalin