Abstract
Government policy and tourism service quality (T-Servqual) are important aspects of the tourism industry and can be increased performance organization and Tourist Satisfaction (customer satisfaction). This research aims to investigate government policy and T-Servqual toward customer (tourist) satisfaction in the Indonesia Tourism Industry. The sample size was 420 respondents with propulsive sampling used to determine the sample. The main instrument in this study is a questionnaire. The analysis used to examine the hypothesis of the study is structural equation modeling using AMOS version 20.0 software. The result of the study shows that: T-Servqual and government policy influence customer satisfaction. Nevertheless, government policy has the most influence on customer satisfaction. Therefore the manager in the tourism industry should improve more the T-Servqual.
Highlights
The interaction between employees the customer in the service industry is determined as a significant part of the market offering and the employee role in determining customer satisfaction is much greater
Tourism service quality and good government policies were undertaken by the effective manager sufficiently to realize satisfaction rating
Based on (Jumadi 2017) the concept of service quality in this study expanded into the seven dimensions of the T-SERVQUAL that include security, empathy tangible, assurance, responsiveness, reliability, and access, so the new finding of the dimension of the tourism service quality is SETARRA
Summary
The interaction between employees the customer in the service industry is determined as a significant part of the market offering and the employee role in determining customer satisfaction is much greater. One of the factors affecting customer satisfaction is the service quality it according to the results of research conducted by (Hui-fen and Lee-Hui, 2010); (Agyapong, 2011); (Suki, 2012); (Wang and Due Lee, 2012); (Hossain, 2012); (Osman and Sentosa, 2013) which the states of the service quality influence the customer satisfaction. In addition to the service quality that government policy can achieve performance as a generator in the field of tourism (Kouthouris and Alexandris, 2005). The additional service quality, the government policy in favor of the tourism services can provide a level of assurance to the tourism activity
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