PENGARUH KUALITAS JASA TERHADAP KEPERCAYAAN DAN KEPUASAN PADA TOURIST INFORMATION CENTRE SURABAYA

  • Kurnia Maharani Putri Program Studi Industri Perjalanan Wisata Fakultas Pariwisata, Universitas Udayana
  • I Wayan Suardana Program Studi Industri Perjalanan Wisata Fakultas Pariwisata, Universitas Udayana
  • Ni Putu Eka Mahadewi Program Studi Industri Perjalanan Wisata Fakultas Pariwisata, Universitas Udayana

Abstract




Tourist Information Centre is one of the important tourism supporting facilities in a tourist destination precisely in the city of Surabaya. The purpose of this study to determine the effect of service quality from the Tourist Information Center to the trust and satisfaction of tourists who visit. This research was conducted at the Tourist Information Center of Surabaya City. Types of data used are qualitative and quantitative data, data collection using questionnaire method, interview and observation. Determination of sample is done by purposive sampling whereas sampling method using representative method of number of indicator multiplied 5 until 10 with get result of 180 tourist. The collected data were analyzed by path analysis method using PLS.The result of the research shows that service quality has significant effect to trust havin gprobability value <0,05, service quality have significant influence to satisfaction with probability value <0,05 and trust have significant effect to satisfaction with probability value <0,05. It states that all hypotheses are accepted. The trust variable proves to be an intervening of 0.6873 which means that variable increasing trust will be a good bridge to the relationship between service quality and satisfaction. The suggestion to increase Tourist Information Center in order to facilitate the access of tourists in obtaining in formation about tourism. And more to place the location to be easily known by tourists.




References

A. Parasuraman, Valerie A. Zeithaml, Leonard Berry. 1985. A Conceptual Model of Service QualityandItsImplicationfor Future Research. Journal of Marketing .Vol.49.

A.Popoola, Babatunde, Richard Chinomona, Elizabeth Chinomona. 2014. The Influence of In formation Quality on Student’s Self Efficacy at Instutions of Higher Learning in South Africa. Mediterranean Journal of Social Sciences.Vol. 5.

A. Yoeti. Oka. 1992. Pengantar Ilmu Pariwisata. Bandung : Angkasa.

Al-Ababneh, Mukhles. 2013. Service Qualityandit’s Impacton Tourist Satisfaction. Interdiscplinary Journalof Contemporary Research in Business.Vol.4

Anonim. Undang-Undang Republik Indonesia No. 10 Th. 2009 tentang Kepariwisataan.

Anonim. Peraturan Daerah Kota Surabaya No.23 Th. 2012.

Ba, S., and Pavlou, P.A. 2002. Evidenceof The Effectof Trust Building Technology in Electronic Markets: Price Premium andBuyerBehavior. MIS Quarterly.

Darmadi, Hamid. 2011. MetodePenelitianPendidikan. Bandung: Alfabeta.

Elrado, Molden, Srikadi, Edy. 2014. Pengaruh Kualitas Pelayanan terhadap Kepuasan, Kepercayaan dan Loyalitas Pelanggan yang Menginap di jambuluwuk Resort Kota Batu. Jurnal Administrasi Bisnis.Vol. 15.

Erviana, Okky. 2013. Pengaruh Kualitas Pelayanan dan Kepercayaan terhadap Kepuasan Pasien Rawat Inap di RSUD Dr. Soewono Kendal.

Hermano, Arieman. 2010. Analisis Pengaruh Kualitas Layanan, Kepercayaan dan Kepuasan Terhadap Pelanggan pada PT. Kharisma Gamaba Jaya Surabaya.

Ghozali, I., 2005. Aplikasi Analisis Multivariate Dengan Program Spss. Semarang: Universitas Diponegoro.

Hardiyati, Ratih. 2010. Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Menggunakan Jasa Penginapan (Villa) Agrowisata Kebun Teh Pagilaran.

Pramana, I Gede Yogi, Ni Made Rastini. Pengaruh Kualitas Pelayanan Terhadap Kepercayaan Nasabah dan Loyalitas Bank Mandiri. E-Journal Manajemen Unud. Vol. 5.

Heru, Gunarto Santoso. 2011. Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Dengan Kepercayaan Sebagai Variabel Intervening Pada PT. Bank Rakyat Indonesia (Persero) Tbk. Kantor Cabang Wonogiri.

Jasfar, F. 2009. Manajemen Jasa Pendekatan Terpadu. Jakarta : Ghalia Indonesia.

Kotler, Amstrong. 2001. Prinsip-Prinsip Pemasaran. Edisi keduabelas Jilid 1. Jakarta: Erlangga

______________. 2005. Manajamen Pemasaran, Jilid 1 dan 2. Jakarta PT. Indeks : Kelompok Gramedia.

Listyono, Irfan. 2015. Analisis Pengaruh Harga, Kepercayaan Pelanggan, dan Kualitas Pelayanan Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Pada J.CoDonuts& Coffee Java Mall.

Rahmadaniati, Masniari dan Arnita. 2012. Penerapan Metode StructuralEquation Modeling (SEM) Dalam Menentukan Pengaruh Kepuasan, Kepercayaan Dan Mutu Terhadap Kesetiaan Pasien Rawat Jalan Dalam Memanfaatkan Pelayanan Rumah Sakit. Jurnal USU, 2013 Vol 2.

Sugiyati, Kusnilawati. 2013. Pengaruh Kualitas Pelayanan Jasa Dan Kepercayaan Terhadap Loyalitas Pelanggan Dengan Kepuasan Pelanggan Sebagai Variabel Intervening. Dinamika Manajemen, Juli 2013 Vol. 3.

Suardana, I Wayan. 2015. An Examination Of The Relationship Among Motivation, Satisfaction, Treust, And Product Loyalty. I J A B E R, Vol. 13, No.5.

Tjiptono, Fandy. 2004. Strategi Pemasaran Edisi Kedua. Jakarta : Andi.

Yamin, Sofyan & Heri Kurniawan. 2009. Structural Equation Modelling: lebih mudah mengolah data kuesioner dengan Lisrel dansmartPLS. Salemba Infotek : Jakarta.
Published
2019-07-28
How to Cite
MAHARANI PUTRI, Kurnia; SUARDANA, I Wayan; EKA MAHADEWI, Ni Putu. PENGARUH KUALITAS JASA TERHADAP KEPERCAYAAN DAN KEPUASAN PADA TOURIST INFORMATION CENTRE SURABAYA. Jurnal IPTA, [S.l.], v. 7, n. 1, p. 1-15, july 2019. ISSN 2548-7930. Available at: <https://ojs.unud.ac.id/index.php/pariwisata/article/view/51373>. Date accessed: 06 dec. 2019. doi: https://doi.org/10.24843/IPTA.2019.v07.i01.p01.