PENCIPTAAN KEPUASAN WISATAWAN BANDUNG HERITAGE CITY TOUR MELALUI PROGRAM SERVICE ENCOUNTER YANG DILAKSANAKAN CV. BANDUNG TRAILS : Survei pada Mahasiswa yang pernah mengikuti Bandung Heritage City Tour yang diselenggarakan oleh CV. Bandung Trails®

• Main Author: Puji Astuti, - (Author)
• Format: Book
• Published: 2009-12-01.
• Subjects: Thesis; NonPeerReviewed
• Online Access: Link Metadata
• Notes: http://repository.upi.edu/105544/1/s_mpp_053853_table_of_content.pdf; http://repository.upi.edu/105544/2/s_mpp_053853_chapter1.pdf; http://repository.upi.edu/105544/2/s_mpp_053853_chapter2.pdf; http://repository.upi.edu/105544/4/s_mpp_053853_chapter3.pdf; http://repository.upi.edu/105544/3/s_mpp_053853_chapter4.pdf; http://repository.upi.edu/105544/3/s_mpp_053853_chapter5.pdf; http://repository.upi.edu/105544/5/s_mpp_053853_bibliography.pdf
• Keywords: GV Recreation Leisure; HB Economic Theory; L Education (General)

Puji Astuti, 053853, Creating Bandung Heritage City Tour Tourist Satisfaction Through Service Encounter Program held by CV. Bandung Trails (Survey on College Students who had participate on Bandung Heritage City Tour held by CV. Bandung Trails®) under the guidance of Dr. Lili Adi Wibowo, S. Sos., S.Pd., MM. and H. Tjep Dahyat, SH., M.Si. Tourism is a part of world's economy that continue to become a very big industry. Along eith that, tourism destinations offered become variated compatible with tourism potential it has. Bandung is one of many tourism destination in West Java that offer many kinds of tourism activities, such as shoppin, culinary tourism and the newest alternative in the tourism is heritage tourism. It gets a good response from the tourist. In doing so, expand heritage tourism continously and to attract more tourist, the things we can do are maintaning and increasing tourist's satisfaction. One of many programs that Bandung Trails do, as a heritage tourism helder, was give the best services for tourist when they interact with them (service encounter), wich the main focus is to give good impression when the tourist join the heritage tour and interact with the boundary spanner or in this case we call it guide, so tourist will satisfy with service encounter that Bandung Trails gave. The aim of this research is to know the image of service encounter, the tourist satisfaction level and the service encounter's effect to tourist satisfaction. The Object of this research are those who join Bandung Haeritage City Tour that held by Bandung Trails. The Independent variable of this research is service encounter (X). And the depedndeny variabel of this research is tourist satisfaction (Y).This research use descriptive and verificative method, also using descriptive survey and verificative survey methods and cross sectional approach. The analysis technique used Path Analysis with SPSS 15.0 program. The result of this research shows that service encounter has a significant influence to the tourist satisfaction. The biggest influence is contributed from verbal communication; meanwhile nonverbal communication has less contribution to the tourist satisfaction. In order to increase the tourist satisfaction, the company should hold an annually training program for its guide with the cooperation of the government and other similar organization or company.