Analysis of Tourist Satisfaction as a Basis for Tourist Destination Development at the Sekumpul Waterfall Tourist Object, Buleleng, Bali
Article Sidebar
Main Article Content
Abstract
Managing natural tourism destinations requires a balance between tourist expectations and management performance. Tourist satisfaction is a crucial indicator of management success, particularly for destinations that rely on natural beauty and firsthand experiences as their primary attractions. Sekumpul Waterfall, as a leading natural tourism destination in Bali, faces challenges in maintaining the quality of services and tourism experiences to meet diverse tourist expectations. This study aims to analyze the level of tourist satisfaction and compliance with the management of Sekumpul Waterfall. A quantitative approach was used, collecting data through tourist questionnaires. Data analysis was conducted using Importance Performance Analysis (IPA) to measure the alignment between importance and performance of satisfaction attributes, and the Customer Satisfaction Index (CSI) to measure overall tourist satisfaction. The results showed that the level of compliance with tourist satisfaction attributes reached 85.2%, falling into the “very appropriate” category, indicating that the destination management's performance has generally met tourist expectations. The tourist experience and attractions are key strengths, while responsiveness of service, cleanliness of facilities, and infrastructure maintenance still require attention. A CSI score of 67.4% indicates that tourists are satisfied, although improvements are still needed in several attributes. These findings support Expectancy Disconfirmation Theory (EDT), which states that satisfaction is formed through a comparison between expectations and actual performance. Practically, this research provides implications for destination managers to prioritize improvements to attributes with performance gaps, while maintaining the excellence of the natural tourism experience to achieve sustainable tourist satisfaction.
Article Details
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
References
P. I. Rahmawati, G. Indrawan, F. Yudiaatmaja, N. M. N. Kusumayani, and M. A. Widyastuti, “Kajian Potensi Dan Tata Kelola Parkir Di Kabupaten Buleleng,” Sar. J. Kelitbangan Kabupaten Buleleng, vol. 4, no. 1, pp. 64–88, 2025.
N. L. R. Artini, “Pengaruh Kualitas Pelayanan dan Harga Tiket Terhadap Kepuasan Pengunjung Objek Wisata Air Terjun Sekumpul.” Universitas Pendidikan Ganesha, 2023.
I. G. P. Nugraha and H. Zerlinda, “Manajemen Pengelolaan Air Terjun Sekumpul Oleh Kelompok Sadar Wisata ‘Tirta Bhuana Lestari,’” J. Manaj. Perhotelan Dan Pariwisata, vol. 1, no. 1, pp. 13–18, 2018.
I. A. A. Suryaningsih, “Identifikasi konsep 4A dalam potensi pengembangan wisata air terjun Tirta Bhuwana di Desa Pegadungan, Kecamatan Sukasada, Buleleng,” J. Tour. Interdiciplinary Stud., vol. 3, no. 1, pp. 10–17, 2023.
A. S. Bafadhal, Pemasaran Pariwisata Pendekatan Perilaku WIisatawan. Media Nusa Creative (MNC Publishing), 2020.
L. Soemarni and H. Huvianta, “The Effect of Service Quality on Tourist Satisfaction in The Implementation of Chse at Museum Nasional Jakarta,” Int. J. Travel. Hosp. Events, vol. 2, no. 1, pp. 37–44, 2023.
A. Nopriana, D. Valeriani, K. Kurniawan, and N. W. Sugeng, “The Influence of Attractions, Facilities and Accessibility on Tourist Satisfaction at Parai Tenggiri Beach, Bangka Regency,” TRJ Tour. Res. J., vol. 8, no. 2, pp. 336–349, 2024.
H. Yan, F. Wu, and M. Hao, “Research on the Relationship Among Perceived Experience, Satisfaction, and Happiness in the Whole Process of Self-Driving Tourism,” Tour. Hosp., vol. 6, no. 2, p. 87, 2025.
L. K. Octaviani and W. P. Kesuma, “The Effect of Attractions, Amenities, Accessibility on Tourist Satisfaction at Garuda Wisnu Kencana Bali,” Destin. J. Hosp. dan Pariwisata, vol. 5, no. 2, pp. 81–93, 2024.
R. M. Jati, “The influence of CHSE (Cleanliness, Health, Safety, Environmental Sustainability) and Attributes of Tourism Products on Tourist Satisfaction and Intention to Visit Again in Semilir Hamlet, Semarang Regency, Central Java,” Asian J. Soc. Humanit., vol. 2, no. 4, pp. 923–935, 2023.
N. Qiu, H. Li, C. Pan, J. Wu, and J. Guo, “The study on the relationship between perceived value, satisfaction, and tourist loyalty at industrial heritage sites,” Heliyon, vol. 10, no. 17, Sep. 2024, doi: 10.1016/j.heliyon.2024.e37184.
M. Najmudin, H. A. Hastoro, and E. Umm Hasanah, “The Influence of Service Quality and Tourist Experience on Intention to Visiting Return to Tourism Destinations in Yogyakarta City,” 2023.
S. M. Rasoolimanesh, S. Seyfi, C. M. Hall, and P. Hatamifar, “Understanding memorable tourism experiences and behavioural intentions of heritage tourists,” J. Destin. Mark. Manag., vol. 21, p. 100621, 2021.
D. Sudaryono, “Manajemen Pemasaran teori dan implementasi,” Yogyakarta Andi, 2016.
J. M. Dwi, K. W. Idk, S. Adi, W. Pujo, And K. Kusuma, “Digital World Threat Preparedness For Digital Transformation Acceleration Policy In Indonesia,” Int. J., vol. 4, no. 1, 2024.
J. W. Creswell, A. L. Lazuardi, and S. Z. Qudsy, Penelitian kualitatif & desain riset: memilih diantara lima pendekatan. Pustaka Pelajar, 2015.
Sugiyono, Metode Penelitian Kuantitatif Kualitatif dan R&D. Bandung: Alfabeta, 2019.
N. S. Govindarajo and M. H. S. Khen, “Effect of service quality on visitor satisfaction, destination image and destination loyalty–practical, theoretical and policy implications to avitourism,” Int. J. Cult. Tour. Hosp. Res., vol. 14, no. 1, pp. 83–101, 2020.
H. N. K. Giao, B. N. Vuong, N. N. D. Phuong, and N. T. Dat, “A model of factors affecting domestic tourist satisfaction on eco-tourism service quality in the Mekong Delta, Vietnam,” Geo J. Tour. Geosites, vol. 36, pp. 663–671, 2021.
A. Amaral, T. E. Dyhoum, H. A. Abdou, and H. M. Aljohani, “Modeling for the relationship between monetary policy and GDP in the USA using statistical methods,” Mathematics, vol. 10, no. 21, p. 4137, 2022.
P. V Phung, N. G. Tri, and Q. N. Nguyen, “Why are international tourists satisfied with ecotourism in the Mekong Delta, Vietnam,” Geoj. Tour. Geosites, vol. 53, no. 2, pp. 547–553, 2024.
C. Wang and Y. Hao, “Empirical analysis of tourist satisfaction of leisure farms: evidence from Qing Jing Farms, Taiwan,” Humanit. Soc. Sci. Commun., vol. 10, no. 1, pp. 1–9, 2023.
M. Heshmati, M. Gheitury, and S. Shadfar, “Factors affecting possibility of ecotourism development and sustaining natural resources using SWOT approach in west Iran,” Int. J. Geoheritage Park., vol. 10, no. 2, pp. 173–183, 2022.
H. Tang, R. Wang, X. Jin, and Z. Zhang, “The effects of motivation, destination image and satisfaction on rural tourism tourists’ willingness to revisit,” Sustainability, vol. 14, no. 19, p. 11938, 2022.
A. V. Dumitrașcu, C. Teodorescu, and A. Cioclu, “Accessibility and tourist satisfaction—Influencing factors for tourism in Dobrogea, Romania,” Sustainability, vol. 15, no. 9, p. 7525, 2023.
M. A. H. Bhuiyan, M. A. Darda, and M. R. Hasan, “Tourist perception and satisfaction on safari tourism at Bangabandhu Sheikh Mujib Safari Park in Bangladesh,” Int. J. Geoheritage Park., vol. 9, no. 4, pp. 430–440, 2021.
H.-P. Yen, P.-C. Chen, and K.-C. Ho, “Analyzing destination accessibility from the perspective of efficiency among tourism origin countries,” Sage Open, vol. 11, no. 2, p. 21582440211005750, 2021.
G. Ding and J. Wu, “Influence of tourism safety perception on destination image: A case study of Xinjiang, China,” Sustainability, vol. 14, no. 3, p. 1663, 2022.
M. Inamati, G. Naragund, S. Joshi, and K. Mallibhat, “Customer Feedback System Based On Facial Expressions,” in 2024 3rd International Conference for Innovation in Technology (INOCON), 2024, pp. 1–8.
M. Bartula and V. Radun, “Indicator based ecotourism planning,” UTMS J. Econ., vol. 14, no. 1, pp. 17–24, 2023.
N. Quynh, N. T. Hoai, and N. Van Loi, “The role of emotional experience and destination image on ecotourism satisfaction,” Spanish J. Mark., vol. 25, no. 2, pp. 312–332, 2021.
A. Risfandini, W.-H. Bin Wan-Zainal-Shukri, I. Yulianto, and K. Opulencia, “Utilizing the Experience Economy to Cultivate Unforgettable Moments in Sustainable Tourism: The Case of Edelweiss Park in Wonokitri Village.,” KnE Soc. Sci., 2024.
T. Z. W. Lee et al., “Tourist satisfaction on ecotourism facilities and services in Taman Negara National Park, Sungai Relau, Merapoh, Pahang,” J. Wildl. Park., vol. 37, pp. 83–107, 2022.
M. Raimkulov, H. Juraturgunov, and Y. Ahn, “Destination attractiveness and memorable travel experiences in silk road tourism in Uzbekistan,” Sustainability, vol. 13, no. 4, p. 2252, 2021.
N. Hill and J. Brierley, How to measure customer satisfaction. Routledge, 2017.