PENGARUH FASILITAS, PELAYANAN,DAN HARGA TERHADAP KEPUASAN WISATAWAN

Abstract

The development of the world tourism industry is growing rapidly and it has made the enhancement of the competition level, therefore good marketing performance is required to be carried out in order to give satisfaction to the consumer. This research has been conducted in order to find out the influence facilities, services and prices to the customer satisfaction at Kenjeran Park Surabaya. The population is all visitors of Kenjeran Park Surabaya. Meanwhile the numbers of samples are 100 respondents. The sampling technique has been been used by using purposive sampling with a certain considerations. The correlation of the determination coefficient (R2) level among the variables i.e. facilities, services and prices to the customer satisfaction of the tourists who have visited Kenjeran Park Surabaya is firm. Based on the result of the research, it shows that the hypothesis test among the variables i.e. facilities, services, and prices have positive influence to the customer satisfaction at Kenjeran Park Surabaya. These results indicate that when the facilities, services and pricing which have been provided by the manager of the tourism resort is getting better, it will improve the customer satisfaction who have ever visited Kenjeran Park Surabaya.
Keywords: facilities, services, pricing and customer satisfaction.