KUALITAS PELAYANAN MENGGUNAKAN METODE SERVQUAL TERHADAP POKDARWIS WUNGKA WAHA DI DESA WAHA, KABUPATEN WAKATOBI, SULAWESI TENGGARA

Wiwik Nirmala Sari, Ajuar Abdullah

Abstract


This study aims to determine (1) the service quality of Wungka Waha Tourism Awareness Group by using the Servqual method and (2) knowing which aspects are the most important of service quality to increase tourist satisfaction by using Importance-Performance Analysis. This research is quantitative descriptive. Data collection uses observation, distributing questionnaires and interviews with domestic tourists as respondents. The theory used as the foundation is the theory of Community Based Tourism, Satisfaction Theory, Service Quality, Perception and Hope Theory. The research concept is the concept of tourism awareness and ServQual. The results showed that the service quality of the Wungka Waha Tourism Awareness Group had not been able to provide satisfaction for archipelago tourists, and it was known that there were eleven important aspects which were the top priority to be immediately addressed in Wungka Waha Tourism Awareness Group service quality.

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DOI: https://doi.org/10.33758/mbi.v16i1.1260

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