Volume 06 Issue 11 November 2023
1Arled Yigibalom, 2Boge Triatmanto, 2Sunardi
1Student of Postgraduate Magister Management, University of Merdeka Malang, Indonesia
2Faculty of Economics and Business, University of Merdeka Malang, Indonesia
DOI : https://doi.org/10.47191/ijsshr/v6-i11-51Google Scholar Download Pdf
ABSTRACT
The main aim of this research is to find out and explain how much service quality influences tourist satisfaction with competitive advantage as a mediating variable for the Sawah Café. Apart from that, it explains the supporting factors in the tourist area. This research model is quantitative with descriptive and regression analysis. The location of this research is at Café Sawah, Malang Regency, East Java, Indonesia. The results of this research reveal that service quality has a positive impact on tourist satisfaction, competitive advantage has a positive influence on tourist satisfaction, and service quality on tourist satisfaction through competitive advantage has a positive influence on tourist satisfaction.
KEYWORDS:Service Quality, Competitive Advantage, Tourist Satisfaction, Employee Performance, Café Sawah
REFERENCES1) Bello, Y. O., & Majebi, E. C. (2018). Lodging quality index approach: exploring the relationship between service quality and customers satisfaction in hotel industry. Journal of Tourism and Heritage Studies, 7(1), 58-78.
2) Berry, L. L. (1995). Relationship marketing of services—growing interest, emerging perspectives. Journal of the Academy of marketing science, 23, 236-245.
3) Bhegawati, D. A. S., & Yuliastuti, I. A. N. (2019). Effect of Product Innovation and Entrepreneurial Orientation on Competitive Advantage in the Coconut Shell Craft Industry in Karangasem Regency. Jurnal Ilmiah Manajemen dan Bisnis, 4(1), 71-89.
4) El-Said, O., & Aziz, H. (2022). Virtual tours a means to an end: An analysis of virtual tours’ role in tourism recovery post COVID-19. Journal of Travel Research, 61(3), 528-548.
5) Fajrin, A. R., Wijayanto, G., & Kornita, S. E. (2021). Pengaruh Fasilitas dan Lokasi terhadap Kepuasan dan Minat Berkunjung Kembali Wisatawan Candi Muara Takus Kecamatan XIII Koto Kampar Kabupaten Kampar. Jurnal Ekonomi KIAT, 32(1).
6) Handoko, B. (2017). Pengaruh Promosi, Harga Dan Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada Titipan Kilat JNE Medan. Jurnal Ilmiah Manajemen Dan Bisnis, 18(1), 61-72.
7) Nengsi, B., Evahelda, E., & Purwasih, R. (2022). Pengaruh Bauran Pemasaran terhadap Keputusan Pembelian Inovasi Madu Kelulut di Kecamatan Manggar Kabupaten Belitung Timur. Jurnal Studi Inovasi, 2(3), 9-17.
8) Piwahyuti, Y. (2021). Pengaruh Knowledge Management Terhadap Keunggulan Kompetitif Melalui Inovasi Produk Biro Perjalanan Wisata Industri Pariwisata Kota Bandung (Doctoral dissertation, Universitas Komputer Indonesia).
9) Porter, M. E., & Teisberg, E. O. (2004). Redefining competition in health care. Harvard business review, 64-77.
10) Tinamberan, I., Tampi, J. R., & Mukuan, D. D. (2021). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Hotel Grand Puri Manado. Productivity, 2(2), 108-113.
11) Van Daffa, Katon, and Ina Ratnasari Kepuasan Wisatawan di Puncak Sempur Kabupaten Karawang." Jurnal Ilmiah Wahana Pendidikan 8.1 (2022): 362-372.. "Pengaruh Citra Destinasi dan Promosi Terhadap kepuasan wisatawan.