PENGARUH HERITAGE DESTINATION ATTRIBUTES TERHADAP CUSTOMER SATISFACTION DI KERATON-KERATON KOTA CIREBON - Fahdila Betakemala, - (2019)
Customer Satisfaction menjadi permasalahan yang masih dikaji dalam bidang pariwisata dimana kepuasan ini dipengaruhi oleh berbagai atribut yang ada didestinasi wisata. Tingkat kepuasan dapat diukur dengan perbandingan harapan dan kenyataan. Penelitian ini bertujuan untuk mengetahui gambaran Heritage Destination Atrributes terhadap Customer Satisfaction di Keraton-Keraton Yang Ada di Kota Cirebon. Variabel bebas (X) yang digunakan dalam penelitian ini yaitu Heritage Destination Atrributes serta variabel terikat (Y) yaitu Customer Satisfactino Jenis penelitian yang digunakan adalah deskriptif dan verifikatif dengan metode yang digunakan explanatory survey dan pendekatan cross sectional method. Sampel dalam penelitian ini sebanyak 399 responden. Teknik pengambilan sampel yaitu proportionate stratified random Sampling dengan teknik analisis yang digunakan adalah regresi berganda. Hasil penelitian menunjukan bahwa berdasarkan uji simultan terdapat pengaruh yang signifikan antara heritage destination attributes dengan customer satisfaction Namun secara parsial dari ketiga indikator yaitu heritage attractiveness, fasilities and service at heritage sites dan heritage interpretation, hanya heritage interpretation saja yang memiliki pengaruh secara parsial terhadap customer satiafaction.; Customer Satisfaction becomes an issue that is being observed in tourism industry, where tourists' satisfaction influenced by attributes at tourism destination. The level of satisfaction can be measured by means of comparison between expectation and perceivetion. Present study aims to find out the Heritage Destination Attributes description towards Customer Satisfaction at Palaces in Cirebon. In this research, the independent variables (X) are Heritage Destination Attributes and the dependent variables (Y) are Customer Satisfaction. Present study applies descriptive and verificative, along with explanatory, survey method and cross sectional approach. Sample data involves 399 respondents. The sampling technique of this study is proportionate stratified random sampling. This study includes multiple regression as the analysis technique. The result that is based on simultaneous test shows that there is significant influence between Heritage Destination Attributes and customer satisfaction. However,partially, among three dimensions:heritage attractiveness, fasilities and service at heritage sites, and heritage interpretation, the dimension that influences customer satisfaction sifnificantly is only heritage interpretation.