The Influence of Service Quality and Competitive Advantage on Customer Satisfaction (Survey of Rancaupas Wana Wisata)
Nenden Siti Rochmah, Heny Hendrayati, Ratih Hurriyati

Universitas Pendidikan Indonesia

Abstract

Customer satisfaction at Wana Wisata Ranca Upas is still relatively low due to inadequate facilities. This study aims to determine the effect of service quality and competitive advantage on customer satisfaction. The population in this study were tourists as many as 110 respondents through the non-probability sampling technique of simple random sampling method. The data collection for this research was in the form of distributing questionnaires to tourists who had visited the Rancaupas Tourism Area. the data analysis technique used is descriptive analysis and inferential analysis with multiple regression as hypothesis testing. The results of the study show that there is a significant influence between service quality and competitive advantage on customer satisfaction. Implications and suggestions for Rancaupas Tourism Ecotourism are suggested to improve service quality and increase competitive advantage in order to increase tourist satisfaction.

Keywords: Competitive Advantage, Service Quality, Customer Satisfaction, Tourism, Wana Wisata Rancaupas

Topic: Marketing Management, Relationship Marketing, Service Marketing