DOI : https://doi.org/10.56338/jsm.v9i1.2321

Hubungan Kualitas Pelayanan Dengan Kepuasan Pelanggan di Lokasi Wisata Kuliner Teluk Lalong Kabupaten Banggai The Relationship between Service Quality and Customer Satisfaction at Lalong Bay Culinary Tourism Locations, Banggai Regency

Nurhidayah Layoo (1), Sumarni (2), Rini Hadiati (3)
(1) Universitas Muhammadiyah Luwuk
(2) Universitas Muhammadiyah Luwuk
(3) Universitas Muhammadiyah Luwuk
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Nurhidayah Layoo, Sumarni, & Rini Hadiati. (2022). Hubungan Kualitas Pelayanan Dengan Kepuasan Pelanggan di Lokasi Wisata Kuliner Teluk Lalong Kabupaten Banggai: The Relationship between Service Quality and Customer Satisfaction at Lalong Bay Culinary Tourism Locations, Banggai Regency. Jurnal Sinar Manajemen, 9(1), 7–17. https://doi.org/10.56338/jsm.v9i1.2321
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Tujuan penelitian ini untuk mengetahui variabel-variabel kualitas pelayanan yang dominan berpengaruh terhadap kepuasan pelanggan di lokasi wisata kuliner Teluk Lalong, Data dikumpulkan melalui kuesioner dan dokumentasi, penarikan sampel menggunakan accidental sampling  terhadap 60 pengunjung yang menikmati kuliner di Teluk Lalong. Data yang terkumpul dianalisis dengan metode  regresi linear berganda dan korelasi.  Hasil penelitian menunjukkan bahwa variabel  bukti fisik, kehandalan, daya tanggap, jaminan, serta empati berpengaruh signifikan terhadap kepuasan pelanggan,  namun variabel yang paling dominan berpengaruh adalah bukti fisik dan empati.  Implikasi dari hasil penelitian ini adalah para pelaku usaha kuliner di wisata kuliner Teluk Lalong perlu memperhatikan indikator-indikator bukti fisik area penyajian jasa dan sikap empati karyawan dalam proses pelayanan untuk mendorong kepuasan pelanggan.

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