Visitor Perceptions of Service Quality in Promoting Environmental Sustainability at Umbul Bening Water Park, East Java
Year: 2024
Type: article
Study design: Observational Study
Abstract: Purpose: This research aims to determine tourists' perceptions regarding service quality based on environmental sustainability and to create a service quality model to support ecological sustainability at the Umbul Bening tourist attraction. Research methods: The research uses a sequential exploratory mix-method, with an accidental sampling technique of 322 respondents; quantitative data is processed using SERVQUAL (service quality) and IPA (critical performance analysis), while qualitative data processing is analyzed using FGD (focus group discussion). Results and discussion: The research results show that tourists' perceptions of service quality based on environmental sustainability are not good, with a gap in service quality, especially related to environmental quality. Implication: The service model referring to servicescape is an alternative for creating environmental quality in providing services using the SOR (stimulus, organism, response) paradigm approach, which is expected to be able to influence employee consistency in carrying out their work to support environmental sustainability.
Authors: Maskur Hadi, I Ketut Budarma, I Ketut Sutama
Institution: Politeknik Negeri Bali
Language: English
Subfield: Sociology and Political Science
Field: Social Sciences
Domain: Social Sciences
Open Access status: diamond
OpenAlex ID: W4403043880