HomeInternational Journal of Sustainable Tourism and Hospitality Managementvol. 17 no. 1 (2017)

Customer Satisfaction Analyses for Services in Bali Botanical Garden

Renata Lusilaora Siringoring | Karei Gusti Ngurah Putu Dedy Wirawan



Abstract Currently, the number of tourist attractions is increasing in Bali. Economic development at this time rate will bring a considerable impact in the business world, especially tourism. These conditions create a high level of competition among the tourist attractions in Bali. Heavy competition in the field of national and international tourism could stimulate managers of attraction to retain more customers. Each attraction needs to have an effective strategy to survive in the world of tourism. In terms of competition in the business world, tourism is also about the environmental conditions that also competitive globally, this will require managers of attraction to perform a series of services to have high gain competitiveness. Bali Botanical Garden is currently applying its best efforts doing best efforts to give good service and one of which can be measured from customer satisfaction test. Customer satisfaction with the services received from a company/attraction provider is influenced by the quality of the services provided by the company concerned. Customer satisfaction is a buyer’s degree of satisfaction with product which is the consequence of the comparison a buyer makes between the levels of the benefits perceived to have been received after consuming or using a product and the level of the benefits expected prior purchase. Quality of service is the expected level of excellence and control over the level of excellence to meet customer desires. Therefore, based on these, authors are interested to analyze the level of satisfaction by consumers in Botanical Garden and also to explain the priority of importance of customer satisfaction factors in Bali Botanical Gardens, as a strategy for the garden to evolve in the world of tourism. In this study, the authors used a Likert scale test method in which the authors gave questionnaires whose contents in the form of questions to be answered by the respondent (the customer).