Persepsi dan Ekspektasi Wisatawan Terhadap Kualitas Pelayanan Rumah Makan Wisata di Desa Terong, Kabupaten Belitung

Abstract

Quality of service is one of the dimensions in achieving tourist satisfaction when visiting, not only in tourist destinations but also in restaurants or tourist restaurants. This is important to maintain sustainable tourism. This study was to analyze the level of perception and level of expectation of the quality of tourist restaurant services in Terong Village, Belitung Regency. The quality of service studied included tangible variables, reliability, responsiveness, assurance, and empathy. Data collection techniques used were interviews, questionnaires, and observations. Data analysis model used by the Importance Performance Analysis (IPA) method, to determine the priority of indicators that can affect service quality. The study population was 60 tourists who were traveling in Belitung Regency. Research shows. the suitability level index of service quality is at 77.57 percent and to improve the quality of services identified ten indicators are priority factors for improvement. Six other indicators detected as a supporting factor for service quality, achievement has been able to meet the level of tourist expectations.

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