KUALITAS PELAYANAN PRAMUWISATA TERHADAP KEPUASAN TAMU YANG BERKUNJUNG DI PURA MANGKUNEGARAN SURAKARTA

Abstract

Mangkunegaran Temple is one of the tourist attractions that promotes cultural tourism, and it is one of the places where visitors may go. This gives priority to tour guide services that go directly with visitors while they are there. For tourists to be satisfied, service quality—in particular—is crucial when offering services. Descriptive qualitative research is used in this kind of study. Both tourists and operators of tourist attractions make up the demographic studied in this thesis. The sample in this thesis research is 1 Head of Mangkunegaran Temple Office, 2 tour guides and 10 tourists. This study uses 2 data sources, namely primary data by direct observation, while secondary data by journal reference. Methods of gathering data include documentation, in-depth interviews, observational methods, and literature reviews. Triangulation is a method used in data analysis. The quality of tour guide service, which is comprised of five variables—tangibles, reliability, responsiveness, assurance, and empathy—has a favorable impact on visiting guests' pleasure, according to the results of the descriptive study analysis. As a result, visitors are more likely to wish to return and suggest the establishment when the quality of the services meets their expectations. However, there are also obstacles facility experienced by guests, such as poorly maintained toilets, a less spacious waiting room, and a place that has been renovated.