The Influence of Competitive Advantage and Service Quality towards Customer Satisfaction of Ranca Upas Tourism in Bandung City

Nenden Siti Rochmah (), Heny Hendrayati and Ratih Hurriyati
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Nenden Siti Rochmah: Universitas Pendidikan Indonesia
Heny Hendrayati: Universitas Pendidikan Indonesia
Ratih Hurriyati: Universitas Pendidikan Indonesia

A chapter in Proceedings of the 8th Global Conference on Business, Management, and Entrepreneurship (GCBME 2023), 2024, pp 788-793 from Springer

Abstract: Abstract Customer satisfaction at Wana Wisata Ranca Upas is still relatively low due to the inadequate facilities. This study aims to find out the influence of service quality and competitive advantage on customer satisfaction. The population in this research is travelers and as many as 110 respondents were taken as samples through the non-probability sampling method. The data were collected through distributing questionnaires to tourists who have visited Ranca Upas Ecotourism. The data analysis technique used is descriptive and inferential analysis with double regression as hypothesis testing. The results of the study showed that there was a significant influence between service quality and competitive advantage on customer satisfaction. It is suggested that Wana Wisata Ranca Upas improve service quality and increase the competitive advantage to increase travelers’ satisfaction.

Keywords: Competitive Advantage; Service Quality; Customer Satisfaction; Tourism; Ranca Upas (search for similar items in EconPapers)
Date: 2024
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Persistent link: https://EconPapers.repec.org/RePEc:spr:advbcp:978-94-6463-443-3_104

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DOI: 10.2991/978-94-6463-443-3_104

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