ANALISIS KUALITAS PELAYANAN PADA ATRAKSI WISATA MANGROVE DESA WISATA BUDO
Abstract
Tourism is an important sector in the Indonesian economy, including in North Sulawesi, with the
Mangrove ecotourism of Budo Village which has great potential. However, the quality of service and
hospitality at this tourist attraction still needs to be improved to attract tourists. This study aims to
analyze the quality of service and hospitality at the Budo Village Mangrove tourist attraction, and
provide recommendations for necessary improvements. The research method used is a qualitative
approach with a descriptive design. Data were collected through observation, interviews, and
document studies. Researchers conducted interviews with 30 tourists who had visited, and made direct
observations at the location. Indicators used to analyze service quality include five indicators, namely
tangible, reliability, assurance, empathy, and responsiveness, while hospitality is analyzed through
polite, kind, and friendly attitudes. The results showed that the quality of service at the Budo Village
Mangrove tourist attraction was adequate, but there were still shortcomings, especially in terms of
cleanliness and speed of service. Tangible and reliability indicators show that facilities are good, but
waste management and food delivery time need to be improved. Hospitality is generally good, but the
friendly attitude of reception staff and cashiers still needs to be improved. The researcher also
found that the manager's attention to visitors was lacking, which impacted the tourist experience.
The conclusion of this study is that although Budo Village Mangrove Tourism attraction has provided
satisfactory services, there are still some aspects that need to be improved to enhance the tourist
experience. Suggestions for managers include improving cleanliness, training staff to improve friendly
attitudes, and providing security tools. Future research is recommended to expand the scope of
variables studied and use quantitative methods to gain a more comprehensive understanding.
References
dihotel Rizen Kedaton bogor, Jurnal pemasaran kompetetif
Aria, M., dan Atik, I., L. (2018): Tata kelola dan Peningkatan Kualitas pelayanan Administrasi di PT.
BAM. Jurnal Institusi Politeknik Ganesha Medan, 16.
Arikunto, S. 2010. Prosedur Penelitian: Suatu Pendekatan Praktik. Jakarta: Rineka Cipta.
Given, L. M., ed. 2015. The SAGE Encyclopedia of Qualitative Research Methods.
SAGE Publications.
Herdiyanto, E. 2016. Metode Penelitian Kualitatif dan Kuantitatif. Yogyakarta Indrasari, Meithiana.
2019. Pemasaran dan Kepuasan Pelanggan. Jogjakarta:
Penerbit: Erlangga Anggota Ikapi.
Kamus Besar Bahasa Indonesia (2016): Pengertian Keramahtamahan.
Kasmir. 2017. Manajemen Sumber Daya Manusia (Teori dan Praktik). Depok: PT. Raja Grafindo
Persada.
Kotler, Philip, and Kevin L. Keller. 2016. Manajemen Pemasaran. 15th ed. Jakarta: Erlangga.
Lemon, K. N., & Verhoef, P. C. (2016). Understanding Customer Experience Throughout the
Customer Journey. Journal of Marketing, 80 (6), 69-89
Lovelock, Christopher, and Jochen Wirtz. 2011. Services Marketing: People, Technology,
Strategy. New Jersey: Pearson.
Mitracomm Ekasarana. 2020. Kualitas Pelayanan dan Keramahtamahan dalam Pariwisata.
Jakarta: Mitracomm.
Moleong, L. J. 2021. Metode Penelitian Kualitatif. Accessed March 13, 2025.
https://www.brainacademy.id/blog/metode-penelitian-kualitatif.
Stewart, D.,and K. Cash. 2023.
Wawancara: Interaksi dan Pertukaran Informasi. Journal on Education 6 (1): 6328-6335. E-ISSN:
2654-5497, P-ISSN:655-1365, http://jonedu.org/index.php/joe.
Sugiyono. 2018. Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Bandung. Tjiptono, F. dan
Hakim 2016. Pemasaran Jasa. Yogyakarta: Andi Offset.
Yamit, Z. 2010. Manajemen Kualitas Pelayanan. Yogyakarta: Ekonisia.
Zeithaml, V. A., L. L. Berry, and A. Parasuraman. 2015. Delivering Quality Service: Balancing
Customer Perceptions and Expectations. New York: Free Press.
This work is licensed under a Creative Commons Attribution 4.0 International License.
The Authors submitting a manuscript do so on the understanding that if accepted for publication, copyright of the article shall be assigned to journal jurnal hospitaliti dan pariwisata, jurnal pariwisata, jurnal hospitaliti, jhp, hospitality, Politeknik Negeri Manado as publisher of the jurnal.
Copyright encompassess exclusive rights to reproduce and deliver the article in all form and media, including reprints, photographs, microfilms, and any other similar reproductions, as well as translations. The reproduction of any part of this journal, its storage in databases and its transmission by any form or media, repdroduction of any parts of this journal, its storage in databases and its transmission by any form or media, such as electronic, electrostatic and mechanical copies, photocopies, recordings, magnetic media, etc.,
