Optimizing Tour Guide Services for Visitor Satisfaction at the Jakarta National Monument
Downloads
The Jakarta National Monument is an important tourist destination that requires quality tour guide services to increase visitor satisfaction. This research aims to analyze the influence of the quality of tour guide services on visitor satisfaction at the National Monument. The research method used is quantitative with a multiple regression approach. The research sample consisted of 150 respondents selected randomly. Data was collected through a questionnaire that measured five dimensions of tour guide services: reliability, responsiveness, assurance, empathy and concrete evidence, and visitor satisfaction. The regression analysis results show that all service dimensions significantly affect visitor satisfaction, with the most significant contribution coming from the dimensions of guarantee and reliability. Improving service quality in every dimension can improve visitors' tourism experience, which impacts their satisfaction. In conclusion, the quality of tour guide services greatly influences visitor satisfaction at the National Monument. Therefore, National Monument managers are advised to strengthen tour guide training and improve service quality in more prominent aspects, such as guide knowledge and responsiveness to visitor needs. This research contributes to developing better service strategies for historical tourism destinations in Indonesia.
Downloads
1. Aqwal, S., & Ferdian, F. (2024). Pengaruh Kualitas Pelayanan Pemandu Wisata Terhadap Keinginan Berkunjung Kembali Wisatawan Di Daya Tarik Air Terjun Nyarai Lubuk Alung. Jurnal Manajemen Pariwisata dan Perhotelan, 2(1), 205-216. DOI: https://doi.org/10.59581/jmpp-widyakarya.v2i1.2755
2. Brigitha, T. B., Lapian, J., & Tatoreh, R. (2018). Pengaruh Pengetahuan Dan Keterampilan Tour Guide Terhadap Kepuasan Wisatawan di Bunaken (Studi Kasus Wiasatawan Manado Tour Guide). Jurnal EMBA, 848-857.
3. Hair, J. F., Hult, G. T. M., Ringle, C. M., dan Sarstedt, M. (2017). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM) (Ed. 2). United States of America: SAGE Publications, Inc
4. Herienda, F., Adriani, H., Nofiyanti, F., Pradhipta, R. A., & Maharani, M. (2024). Analisis Kemampuan Pemandu Wisata dalam Komunikasi Bahasa Inggris kepada Wisatawan di Taman Mini Indonesia Indah, Jakarta. Jurnal Ilmiah Pariwisata, 29(3), 343-361. DOI: https://doi.org/10.30647/jip.v29i3.1834
5. Istiqamah, N. F., Slasabila, N. G., & Andira, R. A. (2023). Analisis Hubungan Mutu Pelayanan Kesehatan Dengan Kepuasan Pasien di Fasilitas Pelayanan Kesehatan (Literatur Review). Jurnal Kesehatan, 11(2), 129 – 140.
6. Lestari, H. D., Irawati, N., & Santoso, H. T. (2022). Analisis Kualitas Pelayanan Tour Guide di Destinasi Wisata Benteng Marlborough Bengkulu. Kepariwisataan: Jurnal Ilmiah, 16(1), 28-39. DOI: http://dx.doi.org/10.47256/kji.v16i1.139
7. Nurinsari, A., Aini, W., & Suardi, S. (2020). Analisis Kualitas Pelayanan Pramuwisata Dalam Persepsi Wisatawan di Museum La Galigo Kota Makassar. Jurnal Pariwisata, 7(2), DOI: https://doi.org/10.31294/par.v7i2.8584, 106-114.
8. Purwaningsih, R. M. (2013). Pengaruh Kualitas Pelayanan Pemandu Wisata Terhadap Kepuasan Wisatawan Di Candi Prambanan Tinjauan Khusus pada Kemampuan Berbahasa Verbal. Jurnal Nasional Pariwisata, 5(5), 146-153. https://doi.org/10.22146/jnp.6688
9. Pusparani, P., Boediman, S. F., Nasution, D. Z., Rachman, A. F., & Hutagalung, H. (2024). Pengaruh Pengetahuan Tour Guide dan Keterampilan Tour Guide Terhadap Kepuasan Wisatawan di Kota Tua Jakarta, Indonesia. Jurnal Ilmiah Pariwisata, 29(3), 343-361. DOI: https://doi.org/10.30647/jip.v29i3.1833
10. Ramadhan, I., & Anggraini, R. (2024). Pengaruh Kualitas Pelayanan Pemandu Wisata Terhadap Kepuasan Peserta Kegiatan Pengenalan Destinasi Wisata Disparekraf DKI Jakarta. Media Bina Ilmiah, 18(6), 1555-1563. DOI: https://doi.org/10.33758/mbi.v18i6.716
11. Ratnanningtyas, H., Marie, A. L., Laksmi, G. W., Pusparani, P., Darsiah, A., & Enggriani, M. (2023). Kualitas pelayanan terhadap keputusan berkunjung ke Hotel 88 Jakarta. Journal of Hospitality Accommodation Management (JHAM), 2(1), 11-18.
12. Ratnaningtyas, H., Nurbaeti, N., & Rahmanita, M. (2023). Pengaruh Citra Destinasi dan Pemasaran Digital Terhadap Keputusan Berkunjung Melalui Kepuasan Pengunjung Pada Monumen Nasional DKI Jakarta. Tourism Scientific Journal, 8(2), 163-173.
13. Soraya, M., Soetarto, H., & Alfiyah, N. I. (2021). Optimalisasi Pramuwisata Dalam Pelayanan Kepariwisataan di Kabupaten Sumenep. Public Corner, 16(2), 42-63. DOI: https://doi.org/10.24929/fisip.v16i2.1698
14. Suksesiwaty, D., & Ramadhan, T. F. (2024). Membangun Sistem dan Implementasi Survei Pelayanan Pasien Rawat Jalan Pada Klinik Prima Medica Nusantara Berbasis Web. Senashtek 2024, 2(1), 219-225.
15. Sulandra, I. K., Surata, I. K., & Sihombing, I. H. H. (2024). Pengaruh Promosi, Kualitas Pelayanan Terhadap Niat Datang Kembali: Kepuasan Pelanggan Hotel Bintang Empat. Tulisan Ilmiah Pariwisata (TULIP), 7(1), 48-54.
16. Sunarsih., HP, A., & Kusuma, D. W. (2024). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Masyarakat Pada Dinas Pemadam Kebakaran dan Penyelamatan Kabupaten Banyuwangi. KUNKUN: Journal of Multidisciplinary Research, 1(3), 355-366.
Copyright (c) 2025 Rianto, Surya Fadjar Boediman, RMW Agie Pradhipta
This work is licensed under a Creative Commons Attribution 4.0 International License.
