The Influence of Heritage Destination Attributes towards Customer Satisfaction at Palaces in Cirebon

Abstract

Customer Satisfaction becomes an issue that is being observed in tourism industry, where tourists’ satisfaction is influenced by attributes at tourism destination. The level of satisfaction can be measured by means of comparison between expectation and perceivetion. Present study aims to find out the Heritage Destination Attributes description towards Customer Satisfaction at Palaces in Cirebon. In this research, the independent variables (X) are Heritage Destination Attributes and the dependent variables (Y) are Customer Satisfaction. Present study applies descriptive and verificative, along with explanatory, survey method and cross sectional approach. Sample data involves 71 respondents. This study includes multiple regression as the analysis technique. The result that is based on simultaneous test shows that there is significant influence between Heritage Destination Attributes and customer satisfaction. However, partially, among three dimensions: heritage attractiveness, fasilities and service at heritage sites, and heritage interpretation, the dimension that influences customer satisfaction sifnificantly is only heritage interpretation. Keywords; heritage destination attributes; customer satisfaction; kanoman palace; kacirebonan palace; kaparbonan