Pengaruh Kualitas Pelayanan terhadap Kepuasan Wisatawan di Pantai Lasiana Kota Kupang
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Saridiana Tapatab(1*)
Universitas Nusa Cendana
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Jacob Abolladaka(2)
Universitas Nusa Cendana
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Fernando Saragih(3)
Universitas Nusa Cendana
(*) Corresponding Author
Keywords:
Saridiana Tapatab, Jacob Abolladaka, Fernando Saragih
Abstract
Abstrak: Kepuasan wisatawan merupakan aspek penting yang perlu diperhatikan dalam sektor pariwisata, karena tingkat kepuasan wisatawan berdampak positif terhadap suatu tempat usaha dan keberlanjutan sektor pariwisata. Namun, pada kenyataannya, masih terdapat masalah terkait kepuasan wisatawan yang perlu segera diidentifikasi dan diatasi. Untuk mengkaji permasalahan ini secara lebih mendalam, peneliti menggunakan penelitian kuantitatif dengan metode survei dan teknik analisis regresi linear berganda. Populasi penelitian adalah seluruh pengunjung Pantai Lasiana, sedangkan sampel diambil menggunakan teknik incidental untuk mendapatkan data yang representatif. Sebelum melakukan analisis data, peneliti terlebih dahulu melakukan uji instrumen untuk memastikan bahwa pertanyaan yang digunakan layak, jelas, dan dapat diandalkan. Hasil uji menunjukkan bahwa seluruh pernyataan dinyatakan valid dan reliabel, sehingga penelitian dilanjutkan ke uji asumsi klasik. Uji asumsi klasik juga menunjukkan hasil yang terpenuhi, sehingga analisis data dapat dilakukan dengan baik dan akurat. Hasil analisis menunjukkan bahwa variabel X1 hingga X5 memiliki kontribusi positif dan signifikan terhadap variabel Y. Selain itu, keseluruhan variabel X secara bersama-sama berpengaruh signifikan terhadap variabel Y
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References
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Ali, B. J., Gardi, B., Othman, B. J., Ahmed, S. A., Ismael, N. B., Hamza, P. A., Aziz, H. M., Sabir, B. Y., Sorguli, S., & Anwar, G. (2021). Hotel Service Quality: The Impact of Service Quality on Customer Satisfaction in Hospitality. International Journal of Engineering, Business and Management, 5(3), 14–28. https://doi.org/10.22161/ijebm.5.3.2
Bhattacharya, P., Mukhopadhyay, A., Saha, J., Samanta, B., Mondal, M., Bhattacharya, S., & Paul, S. (2023). Perception-Satisfaction Based Quality Assessment of Tourism and Hospitality Services in the Himalayan region: An Application of Ahp Servqual Approach on Sandakphu Trail, West Bengal, India. International Journal of Geoheritage and Parks, 11(2), 259–275. https://doi.org/10.1016/j.ijgeop.2023.04.001
Fuad, & Aid, A. M. (2019). Pengaruh Kualitas Pelayanan terhadap Kepuasaan Pelanggan Pengguna Jasa Parkir(Studi pada Mahasiswa Universitas Sultan Ageng Tirtayasa-Serang). Jurnal Manajemen Bisnis Dan Baja, 1(1), 1–15. http://ejournal.ukanjuruhan.ac.id
Han, J., Zuo, Y., Law, R., Chen, S., & Zhang, M. (2021). Service Quality in Tourism Public Health: Trust, Satisfaction, and Loyalty. Frontiers in Psychology. https://doi.org/10.3389/fpsyg.2021.731279
Hoque, U. S., Akhter, N., Absar, N., Khandaker, M. U., & Al-Mamun, A. (2023). Assessing Service Quality Using SERVQUAL Model: An Empirical Study on Some Private Universities in Bangladesh. Trends in Higher Education, 2(1), 255–269. https://doi.org/10.3390/higheredu2010013
Huliatunisa, Y., Suhardan, D., Permana, J., Nurdin, D., & Komariah, A. (2022). Analysis of the Five Dimensions of Service Quality Servqual (Survey of Private University Academic Staff Services in Indonesia). Journal of Positive School Psychology, 6(4), 8110–8126. http://journalppw.com
Hussain, A., Li, M., Kanwel, S., Asif, M., Jameel, A., & Hwang, J. (2023). Impact of Tourism Satisfaction and Service Quality on Destination Loyalty: A Structural Equation Modeling Approach concerning China Resort Hotels. Sustainability (Switzerland), 15(9), 2–15. https://doi.org/10.3390/su15097713
Kharismawati, R., & Febryantahanuji. (2025). Pengaruh Kualitas Pelayanan, dan Tarif terhadap Kepuasan Wisatawan Cimory on the Valley. E-Bisnis: Jurnal Ilmiah Ekonomi Dan Bisnis, 18(1), 329–336. https://doi.org/10.51903/e-bisnis.v18i1.2516
Malau, H., & Sitanggang, J. K. F. (2024). The Impact of Trust and Service Quality on Customer Loyalty in e-Commerce. JPPI (Jurnal Penelitian Pendidikan Indonesia), 10(3), 366. https://doi.org/10.29210/020244031
Manola, M., & Papagrigoriou, A. (2019). Empathy in Tourism Industry : a Human-Centered Approach of Hospitality in Business World. University of the Aegean., 14(2), 1–8. https://www.researchgate.net/publication/343979829_Empathy_in_Tourism_Industry_A_human-centered_approach_of_hospitality_in_business_world_Manola_Maria_Assistant_Professor_of_Tourism_Management_mmanolauniwagr_Papagrigoriou_Aristeidis_Assistant_Professo
Nafisah, F. R., Yunaidi, E., & Wahyudi, S. (2025). The Effect of Responsiveness and Perceived Service Quality on Customer Satisfaction in MSMEs Batik in Semarang City. Research Horizon, 5(2), 97–108.
Nikawanti, G., & Aca, R. (2021). Ecoliteracy : Membangun Ketahanan Pangan dari Kekayaan Maritim Indonesia. Jurnal Kemaritiman: Indonesian Journal of Maritime, 2(2), 149–166. https://doi.org/10.17509/ijom.v2i2.37603
Picauly, V. E., Sahusilawane, S., Rehatta, G., & Anmama, Y. (2020). Kualitas Pelayanan terhadap Kepuasan Wisatawan pada Hotel Swissbell Ambon. JPEKA: Jurnal Pendidikan Ekonomi, Manajemen Dan Keuangan, 4(1), 1–12. https://doi.org/10.26740/jpeka.v4n1.p1-12
Rahmah, P., Surianti, S., Minarti, A., Abbas, M., Amrial, A., & Amriana, N. (2023). Pengaruh Kualitas Pelayanan terhadap Kepuasan Pengunjung pada Kawasan Wisata Permandian Alam Lejja. Jurnal Ilmiah Metansi (Manajemen Dan Akuntansi), 6(2), 174–182. https://doi.org/10.57093/metansi.v6i2.221
Setiono, B. A., & Hidayat, S. (2022). Influence of Service Quality with the Dimensions of Reliability, Responsiveness, Assurance, Empathy and Tangibles on Customer Satisfaction. International Journal of Economics, Business and Management Research, 6(9), 330–341.
https://doi.org/10.51505/ijebmr.2022.6924
Sihotang, M. M., & Budiarta, K. (2025). Analisis Pengaruh Citra Destinasi, Preferensi Wisatawan dan Kualitas Pelayanan terhadap Keputusan Berkunjung di Istana Maimoon Medan. Jurnal Mahasiswa Manajemen Dan Akuntansi, 4(1), 346–367. https://doi.org/10.30640/jumma45.v4i1.4507
Sintapiani, S., Suprina, R., & Swantari, A. (2021). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan (Studi Wisata Noah’s Park Lembang Bandung). Jurnal Parawisata, 1(1), 167–186.
Suriansha, R., Rasyid, E., & Zulfikri Kurniawan, M. (2023). Pengaruh Bukti Fisik, Kehandalan, Daya Tanggap, Jaminan dan Empati terhadap Kepuasan Konsumen Biro Perjalanan Wisata Travella Wisata. Journal of Economics and Business UBS, 12(6), 3907–3919. https://doi.org/10.52644/joeb.v12i6.1339
Suwarta, F., & Dito, S. F. (2024). Pengaruh Bukti Fisik terhadap Kepuasan Customer Hotel Novotel Jakarta Cikini. Destinesia : Jurnal Hospitaliti Dan Pariwisata, 5(2), 94–101.
Wang, X., Lai, J., & Guo, Y. (2024). Study on Tourism Responsiveness and Habitat Environment-Influencing Factors of Traditional Villages in Huizhou Area. Sustainability (Switzerland), 16(8), 2–15. https://doi.org/10.3390/su16083424
Wantara, P., Irawati, S. A., & Arfy, W. R. (2024). Pengaruh Kualitas Layanan terhadap Kepuasan dan Word Of Mouth pada Destinasi Wisata Pantai Lon Malang. Competence : Journal of Management Studies, 18(2), 24–33. https://doi.org/10.21107/kompetensi.v18i2.28060
Yunior, K. (2019). Pengaruh Daya Tanggap dan Jaminan terhadap Kepuasan Pelanggan di PT. Suriatama Mahkota Kencana Medan Cabang Katamso. Jurnal Riset Akutansi Multiparadigma, 6(2), 1–9.
Yusril, Mahmud, A., Razak, S. R., & Prihatin, E. (2021). Pengaruh Kualitas Layanan terhadap Kepuasan Wisatawan Pantai Bira di Kabupaten Bulukumba. Center of Economic Students Journal, 4(3), 225–236. https://doi.org/10.56750/csej.v4i3.445
Zygiaris, S., Hameed, Z., Ayidh Alsubaie, M., & Ur Rehman, S. (2022). Service Quality and Customer Satisfaction in the Post Pandemic World: A Study of Saudi Auto Care Industry. Frontiers in Psychology, 13(1), 1–9. https://doi.org/10.3389/fpsyg.2022.842141
Published
2026-05-05
How to Cite
Tapatab, S., Abolladaka, J., & Saragih, F. (2026). Pengaruh Kualitas Pelayanan terhadap Kepuasan Wisatawan di Pantai Lasiana Kota Kupang. Journal Economic Education, Business and Accounting, 5(1), 570-582. https://doi.org/10.35508/jeeba.v5i1.25614
Section
Articles
