Faktor-faktor yang mempengaruhi kepuasan pelancong terhadap kualiti perkhidmatan di kawasan ekopelancongan Semenanjung KLIAS: Firefly Ecocamp Lodge

Nur Najibah, Yusop (2016) Faktor-faktor yang mempengaruhi kepuasan pelancong terhadap kualiti perkhidmatan di kawasan ekopelancongan Semenanjung KLIAS: Firefly Ecocamp Lodge. [Final Year Project Report] (Unpublished)

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Abstract

This study aims to identify the factors that influence tourist's satisfaction towards service quality in ecotourism site: Firefly Ecocamp Lodge. Specifically, factors identified in this study are physical evidence, reliability, responsiveness, assurance and empathy which adapted from SERVQUAL model by Parasuraman, Zeithaml, and Berry (1998). There were 200 respondents which is comes from the tourists in Firefly Ecocamp Lodge as sample of this study. Data was analyzed using descriptive statistic, Pearson's Correlation and Linear Regression test. Pearson's Correlation was used to test the relationship between dependent variable which is tourist's satisfaction and independent variables which is physical evidence, reliability, responsiveness, assurance and empathy. The result shows that there is a significance relationship between tourist's satisfaction and service qualilyfactors. The highest value for the Pearson's Correlation is the assurance, r=0.644, p<0. 01. The research also shows the dominant factor that influences tourist's satisfaction is assurance, rz=0.425, p<O. 01.

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