Customers Satisfaction of Lumba-lumba Tour at Lovina Beach, Buleleng

Adi, Ida Ayu Sri Puspa and Sekarti, Ni Ketut and Arthini, Ni Nyoman Suci and Iswarini, Ni Ketut and Seniartha, I Wayan (2018) Customers Satisfaction of Lumba-lumba Tour at Lovina Beach, Buleleng. Unique Knowledge Shaping in Our Hands, - (-). pp. 82-90. ISSN 2614-1329 (Unpublished)

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Abstract

Customer satisfaction is very important in a service industry, because it will result in the sustainability of the business. One of the most interesting attractions for tourists in Lovinais dolphin tour. In this tour, the tourists go by traditional boat to watch wild dolphins in the sea when they pass the area in the morning. Since the tour is operated by local people who are mostly fishermen and using traditional boat, it is therefore important to understand the tourists' satisfaction. In this study a number of 100questionnaires out of 115 was analyzed using importance performance analysis. The result of the study showed that the quality of service perceived by the customerswas satisfactory, his expectation equally high from perception. The customers were satisfied with the service. The very satisfying factor is tangible especially on the comfortable of the boat, the boat attendant's grooming, prompt respond to guests, and prompt service. However, on the quality of service, responsiveness especially the boat attendant's knowledge about dolphin and the boat attendant ability to handle complaints were still need to be improved because it did not meet the expectations of thecustomers.

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