The Influence Of Facilities And Service Quality On Visitor Satisfaction At Sari Ater Hot Spring As A Wellness Tourism Destination
DOI:
https://doi.org/10.33751/jhss.v10i2.146Keywords:
Facilities, Service Quality, Visitor Satisfaction, Wellness Tourism, Regression AnalysisAbstract
This study aims to analyze the effect of facilities and service quality on visitor satisfaction at Sari Ater Hot Spring as a wellness tourism destination. A quantitative approach with a survey design was employed, using questionnaires distributed to visitors. The data were analyzed through descriptive statistics, classical assumption tests, and multiple linear regression. The results show that both facilities and service quality have positive and significant effects on visitor satisfaction, both partially and simultaneously. Facilities, including condition, completeness, and design, contribute to visitor comfort, while service quality, reflected in responsiveness, reliability, and courtesy, enhances visitor experience. The coefficient of determination indicates that these variables explain a substantial proportion of satisfaction, although other factors also play a role. Overall, improving facilities and service quality is essential for increasing visitor satisfaction and maintaining competitiveness in the tourism industry, particularly in wellness tourism destinations.
References
[1] Ministry of Tourism RI, "Perkembangan Jumlah Devisa Sektor Pariwisata Triwulan I Tahun 2025," Ministry of Tourism of the Republic of Indonesia, 2025. [Online]. Available: https://kemenpar.go.id/direktori-statistik/perkembangan-jumlah-devisa-sektor-pariwisata-triwulan-i-tahun-2025
[2] [L. E. Lukito, "Kontribusi Industri Pariwisata Terhadap Pembangunan Indek Manusia," in Widina Bhakti Persada Bandung, vol. 32, no. 3, N. Rismawati, Ed. Bandung: Widina Bhakti Persada, 2022.
[3] [3] N. Chaniago, "Peranan Sektor Pariwisata Dalam Peningkatan Pendapatan Asli Daerah Di Kawasan Indonesia Timur," Media Ekonomi, vol. 32, no. 1, pp. 103–114, 2024, doi: 10.25105/me.v32i1.19797.
[4] R. R. Priambudi, S. Alvianna, and S. Hidayatullah, "Dampak Atraksi Dan Fasilitas Terhadap Kepuasan Wisatawan Domestik Yang Berkunjung Di Batu Love Garden Kota Batu Jawa Timur," Jurnal Pariwisata dan Ekonomi, vol. 1, no. 1, pp. 26–35, 2021.
[5] P. Rahma Alana and T. Askriyandoko Putro, "Pengaruh Fasilitas Dan Kualitas Pelayanan Terhadap Kepuasan Wisatawan Pada Goa Lowo Kecamatan Watulimo Kabupaten Trenggalek," Jurnal Penelitian Manajemen Terapan (PENATARAN), vol. 5, no. 1, 2020.
[6] F. Baitanu, H. Y. Sihite, I. Rahayu, and A. Junianda, "Pengaruh Kualitas Pelayanan dan Fasilitas terhadap Minat Berkunjung Ulang melalui Kepuasan Konsumen yang Menginap di Natuna Dive Resort, Kepulauan Riau," TOBA (Journal of Tourism, Hospitality and Destination), vol. 4, no. 2, pp. 158–165, 2025, doi: 10.55123/toba.v4i2.5838.
[7] D. A. Larasati, "Pengaruh Fasilitas dan Kualitas Pelayanan Terhadap Kepuasan Wisatawan di Desa Wisata Wanurejo Kabupaten Magelang," Gemawisata: Jurnal Ilmiah Pariwisata, vol. 18, no. 3, pp. 132–142, 2022, doi: 10.56910/gemawisata.v18i3.227.
[8] A. Setiyowati, H. Purnomo, and N. Kurriwati, "Pengaruh Kualitas Layanan dan Fasilitas Terhadap Kepuasan Wisatawan di Destinasi Gua Jeruk, Desa Kebonagung, Kabupaten Sumenep," Jurnal Ilmiah Wahana Pendidikan, vol. 10, no. 15, pp. 102-114, 2024, doi: 10.5281/zenodo.13768524.
[9] A. Parasuraman, V. A. Zeithaml, and L. L. Berry, "SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality," Journal of Retailing, vol. 64, no. 1, pp. 12–40, 1988. (Catatan: Tahun diperbaiki menjadi 1988 sesuai publikasi aslinya).
[10] Sugiyono, Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Bandung: Alfabeta, 2022.
[11] I. Ghozali, Aplikasi Analisis Multivariate dengan Program IBM SPSS 26, Ed. 10. Semarang: Badan Penerbit Universitas Diponegoro, 2021.
[12] G. Nurnizama and M. A. S. W. Hastuti, "Pengaruh Fasilitas dan Kualitas Pelayanan Terhadap Kepuasan Pengunjung Pantai Sine Tulungagung," Jurnal Hasil Penelitian Dan Pengkajian Ilmiah Eksakta, vol. 2, no. 8, pp. 305–316, 2025. [Online]. Available: https://manggalajournal.org/index.php/cendekia/article/view/1583
[13] R. Suyatno and M. A. S. W. Hastuti, "Pengaruh Fasilitas dan Kualitas Pelayanan Terhadap Kepuasan Pengunjung (Studi pada Wisata Jurang Senggani (Buper) Kecamatan Sendang Kabupaten Tulungagung)," JURNAL Edueco, vol. 5, no. 2, pp. 133–142, 2022.
[14] A. Dedy and Y. Alfandi, "Fasilitas Hotel Terhadap Kepuasan Pelanggan Di Sari Ater Hot Springs," Jurnal Sains Manajemen, vol. 4, no. 1, pp. 18–25, 2022.
