Abstract
Potential conflicts between citizens and the government always color the pace of toll road construction, in terms of land acquisition, land acquisition until the completion of the construction phase. The conflict began with the presence of Watudakon villagers protesting against the construction of toll roads that crossed their territory. This happened because the residents considered the land purchased by the implementing party, namely PT Marga Harja Infrastruktur (MHI), far below the general market price. In principle, the construction of the Jombang-Mojokerto toll road is intended for the benefit of the community, but it should be noted that the potential for conflict is still ongoing even though the inauguration of the toll road has been carried out by the Indonesian president Joko Widodo. This situation results in the turmoil of minority conflicts which can result in large conflicts which lead to anarchic actions due to the lack of understanding of the law in the community. The method in this study uses qualitative with a case study approach and the writing is descriptive, that is by examining existing objects and want to give an idea of the object of the research. The data sources used in this study are primary and secondary data. In order to produce a discussion of land disputes, toll road construction disputes, dispute disputes and dispute resolution through court channels to produce the amount of compensation payments to the communities affected by the release.
Highlights
Tourism is the world’s largest income earner
A quantitative approach was used for this study to find out the relationship between service quality and customer satisfaction on Star Cruise Libra, Penang
The respondents agreed that their overall satisfaction with the service they experienced on Star Cruise with 49.0%, 27.5% responded with neutral, 27.5% with strongly agree
Summary
Tourism is the world’s largest income earner. It is a popular global leisure activity and the arrival of guests from abroad helps bolster a nation’s economy in many ways. More new and repeat tourists lead to more revenue for companies, which boosts performance-based pay to staff enhancing service quality in addition to facilitating investment in facility upgrades that help to exceed customer expectations (Albattat et al, 2019; Eraqi, 2006). While both service quality and customer satisfaction have been researched broadly within hospitality and tourism studies, little remains known about satisfaction in the specific context of the all-inclusive holiday sector. The objective of this research is to shine a light on the intricate and inter-influencing relationship between service quality and customer satisfaction aboard Star Cruises’ SuperStar Libra
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