Analysis Of Tourist Satisfaction Using Csi (Customer Satisfaction Index) Method Based On Service Quality (Tourservqual)

This research was conducted to determine customer satisfaction at the Pantai Sembilan and Pantai Slopeng tourist destinations in Sumenep Regency using the Customer Satisfaction Index (CSI) method. Measuring customer satisfaction is carried out using the customer satisfaction index method as a measuring tool to determine the actual tourist satisfaction value and the service quality method as a tool to determine the gap value and priorities for future improvements. This research was conducted by distributing questionnaires to 100 respondents to determine the expectations and satisfaction level with nine service dimensions. (1) Responsiveness, (2) Reliability, (3) Assurance, (4) Tangible, (5) Safety & Security, (6) Communication, (7) Hospitality, (8) Hygiene, (9) Accessibility. Data analysis uses the Customer Satisfaction Index (CSI). The data processing results show that the customer satisfaction index value is 81.121%, which is included in the interpretation of satisfaction. The results of processing service quality data based on the average gap value are Responsiveness (-1.247), Reliability (-0.201), Assurance (-0.344), Tangible (-1.232), Safety and security (-0.319), (6) Communication ( -0.304), Hospitality (-0.227), Hygiene (-0.381), Accessibility (-0.292). Improvement priorities using a Cartesian diagram can be found in Quadrant A, which contains five attributes.