Search for collections on University of Merdeka Malang Repository

Article #3490

Singgih, Mohamad Nur and Sudibyo, Priyo (2017) UNSPECIFIED pp. 569-576.

Full text not available from this repository. (Request a copy)


The satisfaction of tourists becomes very important for all tourism actors, especially for the manager and policy maker of Batu city tourism. One effort to increase the satisfaction of tourists is done by improving the quality of service to tourists. The improving of service quality can be done by
using feedback in the form of criticism, suggestions or feedback from the tourists. The objective of the research was to develop an effective complaint 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, and Wonderland. The data was collected by using
survey method by digging information about the mechanism of managing tourist guides through interviews and distributing questionnaires for tourists in the research location. The data analysis was done by descriptive quantitative method by describing the numbers from the result of the research analysis. The results explain that the main thing of complaint management that can improve
the quality of service is the customer focus. This is reflected by the tourists who appreciate the quality of service, especially, the customer complaints or from tourists who become a source of improvement for the attitude and responsiveness of employees in serving the customers. The Complaints management has an effect on the satisfaction of
tourists through the quality of service.

Item Type: Article
Additional Information: Nama : Mohamad Nur Singgih NIDN : 0710057001
Uncontrolled Keywords: Effective, complaint, management.
Divisions: Fakultas Ekonomi dan Bisnis > S1 Manajemen
Depositing User: Surya Dannie
Date Deposited: 20 Jul 2023 12:16
Last Modified: 06 Sep 2023 03:55

Actions (login required)

View Item View Item