期刊名称：Russian Journal of Agricultural and Socio-Economic Sciences
印刷版ISSN：2226-1184
电子版ISSN：2226-1184
出版年度：2020
卷号：107
期号：11
页码：247-255
DOI：10.18551/rjoas.2020-11.29
语种：English
出版社：Russian Journal of Agricultural and Socio-Economic Sciences
摘要：Customer satisfaction is the comparison between the performance expected by the customer and the actual performance in the field. When the actual performance is higher than the customer's expectations, the customer feels satisfied and vice versa. Measuring customer satisfaction is useful for capturing information about what customers need and also for maintaining customer loyalty to the products or services being sold. This study aims to identify the attributes that visitors consider when visiting tourist objects and to analyze the overall level of customer satisfaction by looking at the level of expectations of these attributes. This research was conducted at Boonpring Andeman Malang Tourism Village in July - October 2020. The research approach used is quantitative with data analysis methods, namely the Importance Performance Analysis (IPA) diagram and the Consumer Satisfaction Index (CSI). The results showed that the attributes considered important and had a good performance by visitors were scenery, footpaths, fresh air, access to the driveway and parking area, the physical condition of toilets, cleanliness of the worship place, and clean water installations, while important attributes that require immediate handling for improved performance is a game vehicle; physical condition and cleanliness of shelters/cottages, amusement rides, information center; as well as comfort when taking selfies and enjoying games/rides. Based on the results of CSI calculations, it shows that the CSI value obtained is 75.21%, which means that visitors are satisfied with the services provided by Boonpring Tourism Village Andeman Malang.
