Pengaruh Kualitas Pelayanan Pramuwisata Mandarin Terhadap Tingkat Kepuasan Wisatawan Cina yang Berkunjung di Daya Tarik Wisata Pura Uluwatu Kuta Selatan Badung.
PENGARUH KUALITAS PELAYANAN PRAMUWISATA MANDARIN
TERHADAP TINGKAT KEPUASAN WISATAWAN CINA YANG BERKUNJUNG
DI DAYA TARIK WISATA PURA ULUWATU, KUTA SELATAN BADUNG
ANINDYA PUTRI LESTARI
1212025005
PROGRAM STUDI S1 INDUSTRI PERJALANAN WISATA
FAKULTAS PARIWISATA
UNIVERSITAS UDAYANA
DENPASAR
2016
DAFTAR ISI
Halaman
JUDUL ...........................................................................................................….i
ABSTRAK .....................................................................................................….ii
ABSTRACK ..................................................................................................…iii
HALAMAN PENGESAHAN ..........................................................................iv
HALAMAN PERSETUJUAN.......................................................................….v
SURAT PERNYATAAN KEASLIAN LAPORAN .....................................….vi
KATA PENGANTAR .......................................................................................vii
DAFTAR ISI.................................................................................................. …viii
DAFTAR TABEL ..........................................................................................….ix
DAFTAR GAMBAR .....................................................................................….x
DAFTAR LAMPIRAN .................................................................................. …xi
BAB I PENDAHULUAN ..............................................................................…..1
1.1 Latar Belakang ................................................................................…..1
1.2 Rumusan Masalah ..........................................................................…..5
1.3 Tujuan Penelitian ...........................................................................…..5
1.4 Manfaat Penelitian .......................................................................... ….6
1.5 Sistematika Penyajian ....................................................................…..6
BAB II TINJAUAN PUSTAKA ..................................................................…..8
2.1 Penelitian Sebelumnya ...................................................................…..8
2.2 Tinjauan Konsep Teori ..................................................................….12
2.2.1 Tinjauan Tentang Kualitas Pelayanan .........................................….12
2.2.2 Tinjauan Tentang Pramuwisata....................................................….13
2.2.3 Tinjauan Tentang Tingkat Kepuasan ..........................................….18
2.2.4 Tinjauan Tentang Wisatawan .....................................................….20
2.2.5 Tinjauan Tentang Karakteristik Wisatawan ................................….23
2.3 Kerangka Pemikiran .......................................................................….24
2.4 Hipotesis Penelitian ........................................................................….25
BAB III METODE PENELITIAN ................................................................….27
3.1 Lokasi Penelitian ...........................................................................….27
3.2 Definisi Operasional Variabel .......................................................….27
3.3 Jenis dan Sumber Data....................................................................….30
3.3.1 Jenis Data .....................................................................................….30
3.3.2 Sumber Data ................................................................................….31
3.4 Teknik Pengumpulan Data ............................................................….31
3.5 Teknik Pengambilan dan Penentuan Jumlah Sampel ....................….32
3.6 Teknik Analisis Data ......................................................................….33
3.6.1 Analisis Skala Likert ....................................................................….33
3.6.2 Uji Validitas dan Reliabilitas ......................................................….34
3.6.3 Uji Asumsi Klasik .......................................................................….37
3.6.4 Analisis Regresi Berganda ...........................................................….38
3.6.5 Analisis Korelasi ..........................................................................….42
3.6.6 Analisis Koefisien Determinasi ...................................................….43
BAB IV HASIL DAN PEMBAHASAN .......................................................….44
ix
4.1 Gambaran Umum dan Sejarah Kecamatan Kuta Selatan ...............….44
4.1.1 Gambaran Umum Kecamatan Kuta Selatan ...............................….44
4.1.2 Sejarah Kabupaten Kuta Selatan .................................................….45
4.2 Gambaran Umum dan Sejarah Pura Uluwatu ................................….45
4.2.1 Gambaran Umum Pura Uluwatu .................................................….45
4.2.2 Sejarah Pura Uluwatu .................................................................….46
4.2.3 Struktur Organisasi Pengelola Pura Uluwatu .............................….47
4.2.4 Tugas dan Tanggungjawab Badan Pengelola Pura
Uluwatu ....................................................................................….48
4.3 Gambaran Umum Himpunan Pramuwisata Indonesia ...................….50
4.4 Hasil ...............................................................................................….51
4.4.1 Karakteristik Responden .............................................................….51
4.4.2 Analisis Pengaruh Kualitas Pelayanan Pramuwisata Mandarin
terhadap Tingkat Kepuasan Wisatawan Cina di daya tarik wisata Pura
Uluwatu Kuta Selatan ...................................................................….53
4.4.2.1 Analisis Skala Likert .................................................................….53
4.4.3 Uji Validitas dan Reliabilitas ......................................................….56
4.4.3.1 Uji Validitas ..............................................................................….56
4.4.3.2 Uji Reliabilitas ..........................................................................….56
4.4.4 Uji Asumsi Klasik .......................................................................….57
4.4.4.1 Uji Normalitas ..........................................................................….57
4.4.4.2 Uji Multikolonieritas .................................................................….58
4.4.4.3 Uji Heteroskedastisitas .............................................................….59
4.4.5 Analisis Regresi Linear Berganda ...............................................….60
4.4.5.1 Uji Signifikan Regresi Berganda Secara Parsial (Uji t) ............….62
4.4.5.2 Uji Signifikan Regresi Berganda Secara Simultan (Uji f) ........….65
4.4.6 Analisis Korelasi .........................................................................….65
4.4.7 Analisis Koefisien Determinasi ..................................................….66
4.5 Pembahasan
............................................................................….66
BAB V SIMPULA DAN SARAN.................................................................….69
5.1 Simpulan
............................................................................….69
5.2 Saran
............................................................................….70
DAFTAR PUSTAKA
............................................................................….71
LAMPIRAN
x
TERHADAP TINGKAT KEPUASAN WISATAWAN CINA YANG BERKUNJUNG
DI DAYA TARIK WISATA PURA ULUWATU, KUTA SELATAN BADUNG
ANINDYA PUTRI LESTARI
1212025005
PROGRAM STUDI S1 INDUSTRI PERJALANAN WISATA
FAKULTAS PARIWISATA
UNIVERSITAS UDAYANA
DENPASAR
2016
DAFTAR ISI
Halaman
JUDUL ...........................................................................................................….i
ABSTRAK .....................................................................................................….ii
ABSTRACK ..................................................................................................…iii
HALAMAN PENGESAHAN ..........................................................................iv
HALAMAN PERSETUJUAN.......................................................................….v
SURAT PERNYATAAN KEASLIAN LAPORAN .....................................….vi
KATA PENGANTAR .......................................................................................vii
DAFTAR ISI.................................................................................................. …viii
DAFTAR TABEL ..........................................................................................….ix
DAFTAR GAMBAR .....................................................................................….x
DAFTAR LAMPIRAN .................................................................................. …xi
BAB I PENDAHULUAN ..............................................................................…..1
1.1 Latar Belakang ................................................................................…..1
1.2 Rumusan Masalah ..........................................................................…..5
1.3 Tujuan Penelitian ...........................................................................…..5
1.4 Manfaat Penelitian .......................................................................... ….6
1.5 Sistematika Penyajian ....................................................................…..6
BAB II TINJAUAN PUSTAKA ..................................................................…..8
2.1 Penelitian Sebelumnya ...................................................................…..8
2.2 Tinjauan Konsep Teori ..................................................................….12
2.2.1 Tinjauan Tentang Kualitas Pelayanan .........................................….12
2.2.2 Tinjauan Tentang Pramuwisata....................................................….13
2.2.3 Tinjauan Tentang Tingkat Kepuasan ..........................................….18
2.2.4 Tinjauan Tentang Wisatawan .....................................................….20
2.2.5 Tinjauan Tentang Karakteristik Wisatawan ................................….23
2.3 Kerangka Pemikiran .......................................................................….24
2.4 Hipotesis Penelitian ........................................................................….25
BAB III METODE PENELITIAN ................................................................….27
3.1 Lokasi Penelitian ...........................................................................….27
3.2 Definisi Operasional Variabel .......................................................….27
3.3 Jenis dan Sumber Data....................................................................….30
3.3.1 Jenis Data .....................................................................................….30
3.3.2 Sumber Data ................................................................................….31
3.4 Teknik Pengumpulan Data ............................................................….31
3.5 Teknik Pengambilan dan Penentuan Jumlah Sampel ....................….32
3.6 Teknik Analisis Data ......................................................................….33
3.6.1 Analisis Skala Likert ....................................................................….33
3.6.2 Uji Validitas dan Reliabilitas ......................................................….34
3.6.3 Uji Asumsi Klasik .......................................................................….37
3.6.4 Analisis Regresi Berganda ...........................................................….38
3.6.5 Analisis Korelasi ..........................................................................….42
3.6.6 Analisis Koefisien Determinasi ...................................................….43
BAB IV HASIL DAN PEMBAHASAN .......................................................….44
ix
4.1 Gambaran Umum dan Sejarah Kecamatan Kuta Selatan ...............….44
4.1.1 Gambaran Umum Kecamatan Kuta Selatan ...............................….44
4.1.2 Sejarah Kabupaten Kuta Selatan .................................................….45
4.2 Gambaran Umum dan Sejarah Pura Uluwatu ................................….45
4.2.1 Gambaran Umum Pura Uluwatu .................................................….45
4.2.2 Sejarah Pura Uluwatu .................................................................….46
4.2.3 Struktur Organisasi Pengelola Pura Uluwatu .............................….47
4.2.4 Tugas dan Tanggungjawab Badan Pengelola Pura
Uluwatu ....................................................................................….48
4.3 Gambaran Umum Himpunan Pramuwisata Indonesia ...................….50
4.4 Hasil ...............................................................................................….51
4.4.1 Karakteristik Responden .............................................................….51
4.4.2 Analisis Pengaruh Kualitas Pelayanan Pramuwisata Mandarin
terhadap Tingkat Kepuasan Wisatawan Cina di daya tarik wisata Pura
Uluwatu Kuta Selatan ...................................................................….53
4.4.2.1 Analisis Skala Likert .................................................................….53
4.4.3 Uji Validitas dan Reliabilitas ......................................................….56
4.4.3.1 Uji Validitas ..............................................................................….56
4.4.3.2 Uji Reliabilitas ..........................................................................….56
4.4.4 Uji Asumsi Klasik .......................................................................….57
4.4.4.1 Uji Normalitas ..........................................................................….57
4.4.4.2 Uji Multikolonieritas .................................................................….58
4.4.4.3 Uji Heteroskedastisitas .............................................................….59
4.4.5 Analisis Regresi Linear Berganda ...............................................….60
4.4.5.1 Uji Signifikan Regresi Berganda Secara Parsial (Uji t) ............….62
4.4.5.2 Uji Signifikan Regresi Berganda Secara Simultan (Uji f) ........….65
4.4.6 Analisis Korelasi .........................................................................….65
4.4.7 Analisis Koefisien Determinasi ..................................................….66
4.5 Pembahasan
............................................................................….66
BAB V SIMPULA DAN SARAN.................................................................….69
5.1 Simpulan
............................................................................….69
5.2 Saran
............................................................................….70
DAFTAR PUSTAKA
............................................................................….71
LAMPIRAN
x