ANALISIS FAKTOR PENENTU KEPUASAN WISATAWAN PERANCIS TERHADAP KUALITAS PELAYANAN PRAMUWISATA DI PT. PACTO BALI PRIMA HOLIDAYS SANUR BALI

Abstract

Travel agent is a service industry where the point of working as a tourist guide travelers.One of the tourist satisfaction is determined by the guide service as a transmitter of services provider . Provider s ervices are referred from the delivery of information, quality of service, as well as knowledge and skills in serving tourists. The study analyzes determinants of french traveler satisfaction on guide service quality on PT. Pacto Bali Prima Holidays . The problem formulation discuss es three issues: (1) What are the standards of service quality in the PT. Pacto Bali Prima? (2) How is the quality of guides service in the PT. PactoBaliPrima Holidays? (3)What factors a re determinants of French traveler satisfaction in PT. Pacto Bali Prima Holidays ?. This study aims to find tour ist guides service quality standards, determine the level of touristssatisfactionand travelers looking fordeterminant of tourist satisfaction. The analysis us e quantitative and qualitative methods. Qualitative analysis is used to identify service standards, so it is composed of sixteen indicators. Quantitative analysis is used to calculate the level of tourist satisfaction using informance perfomance matrix analysis and develop a c artesian diagram to know the c artesian point which is an indicator of interest of service . The data source is the premier data sources and secondary data. Data collected by observation, interviews and questionnaires to a number of 80 sheets of French tourists who use the services of guides in the PT. Pacto Bali Prima Holidays. These results indicate that travelers feel very satisfied with the performance guides. This can be seen from the calculation of the average expectation score of 4.46 and the average score of the performance of a specific 4,75.secara 2 of 16 indicators experienced disconfirmation. I ndi c ator failure are (1) Environmentally friendly. (2) Cleanliness of the vehicle. While the factors that are considered essential in the handling French traveler is located in the main dia g ram namely: (1) Skills in speaking French. (2). Manners in serving delivery tourist travelers.