Singgih, Mohamad Nur and Sudibyo, Priyo (2017) Analisis manajemen komplain pada objek wisata di Kota Batu. In: Seminar Nasional dan Call for Papers (SENIMA 2), 2017, Universitas Negeri Surabaya.

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Abstract

Batu City is one of the tourist destinations in East Java Province which not only has a magnitute of tourism to attract many tourists to visit it. The high level of tourist
satisfaction will have implications on the number of tourist to visit. One of the efforts to increase the satisfaction of tourists is done by improving the quality of service to tourists. The management of tourist complaints is one of the efforts to help improving the quality of tourism services in Batu city. The objective of the research was to develop an effective complaints management model (customer complaint) to improve the service quality. The research sites are: Jatim Park, Selekta, Batu Night Spectacular (BNS), Songgoriti, Predator Fun Park, Museum of Angkot, Wonderland. The Survey method uses to digging information about the mechanism of managing tourist guides through interviews and distributing questionnaires for tourists in the research location. The data analysis used
quantitative descriptive method by describing the numbers from the result of research analysis. The results of the research explain that the main thing of complaint management that can improve the quality of service is the customer focus. The tourist complaints become a source of improvement for both the attitude and responsiveness of employees to serve the customers. The complaint management has an effect on the satisfaction of
tourists through the quality of service. The better the management of complaints handling, then the satisfaction of tourists will be increasing.

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