July 31, 2025

An evaluation study of service quality on tourist satisfaction at villas through digital communication

Key Points

Eighty percent of tourists reported satisfaction with services, revealing deficiencies in key quality areas.
Major weak points include reliability and responsiveness, emphasizing the need for service quality enhancements.
Assessment utilized both qualitative and quantitative methodologies, including interviews and Customer Satisfaction Index analysis.
Improving aspects such as parking facilities and employee appearance could significantly boost tourist satisfaction.

Abstract

This study uses digital communication to evaluate service quality and its impact on tourist satisfaction at Villa Uluwatu. Combining qualitative and quantitative methods, data were gathered through interviews and observations, then analyzed using data adequacy, validity, and reliability tests, Service Quality analysis, and the Customer Satisfaction Index (CSI). Results show an 80% satisfaction rate, with weaknesses found in tangibles, reliability, responsiveness, assurance, and empathy. No attribute emerged as a strength. Key areas for improvement include parking facilities, employee appearance, service speed, housekeeping responsiveness, and administrative ease. The study recommends enhancing these aspects to boost tourist satisfaction and maintain market competitiveness.

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Cite This Study

Budarsa et al. (Thu,) studied this question.

synapsesocial.com/papers/68af4eb9ad7bf08b1ead783c https://doi.org/https://doi.org/10.61126/dtcs.v3i1.105

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