The Measurement of Service Quality at Linow Lake Tourist Attraction Using Servqual Method

Stefani I. Angmalisang
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引用次数: 1

Abstract

The tourism industry sector in North Sulawesi is currently getting more attention by the government. Linow lake is one of the busiest and visited tourist attraction. The tourism industry must apply the concepts, regulations and guidelines in tourism development in order to be able to maintain and increase the number of tourist visits which will lead to economic benefits for the tourism industry and local communities. In Tomohon city itself, there are so many natural tourist attractions which as beautiful as Linow Lake. In order for tourists to feel satisfied and want to visit the Linow lake on the next day, the quality of service cannot be overlooked. For this reason, measurement of service quality was carried out using five dimensions, Tangible, Reliability, Assurance, Responsiveness, and Empathy. It will be measured to 100 respondents, how the expectations and perceptions of tourists about the service quality at Linow Lake tourist attractions. Measurements were carried out by using servqual method, which calculates the difference between the expectations and perceptions of tourists consisting of 22 questions. The result of the analysis showed a positive value of 0.17, which means that the service quality at Linow Lake tourist attractions has exceeded the expectations of visitors. However, one dimension, responsiveness, gets a negative value, and it is expected that the management can improve the quality of its services in terms of response speed, especially on busy visitor days.
用Servqual法测量利诺湖旅游景区服务质量
北苏拉威西的旅游业目前正受到政府更多的关注。利诺湖是最繁忙的旅游景点之一。旅游业必须在旅游业发展中应用这些概念、法规和指导方针,以便能够保持和增加游客访问量,这将为旅游业和当地社区带来经济效益。在托莫洪市本身,有许多自然旅游景点,如利诺湖一样美丽。为了让游客感到满意,并希望在第二天参观利诺湖,服务质量不容忽视。因此,服务质量的测量使用五个维度,有形,可靠性,保证,响应性和移情进行。它将测量100名受访者,游客对利诺湖旅游景点的服务质量的期望和看法。测量采用servqual法,计算游客的期望和感知之间的差异,包括22个问题。分析结果为正值0.17,说明利诺湖旅游景区的服务质量已经超出了游客的预期。然而,有一个维度,即响应速度,得到了负值,并且期望管理层可以在响应速度方面提高其服务质量,特别是在繁忙的游客日。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
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