Persepsi Wisatawan Terhadap Kualitas Pelayanan Untuk Mencapai Kepuasan Wisatawan Di Wisata SRP Ernala

Abstract

The Ernala SRP tourist attraction is located in Sukanalu Village, Karo Regency. The Ernala SRP tourist attraction is a natural and man-made tourist destination with great potential for development. As the number of visitors increases, expectations for service quality also increase. Therefore, tourists' views on service quality become an important consideration. Tourist perceptions or views are crucial in achieving tourist satisfaction. Likewise, customer service, often referred to as customer service, is crucial. Therefore, this study aims to discuss tourists' perceptions of customer service at the Ernala SRP tourist attraction, focusing on the quality and reliability of customer service towards tourist satisfaction. The research methods used were literature review, observation, and interviews. The results show that the quality and reliability of service based on tourists' views at the Ernala SRP tourist attraction are considered quite good by the majority of tourists. However, management is expected to continue to evaluate and improve services on an ongoing basis to increase tourist satisfaction and loyalty.