Proceedings of the 1st International Conference on Sustainable Management and Innovation, ICoSMI 2020, 14-16 September 2020, Bogor, West Java, Indonesia

Research Article

Measurement of Tourist Satisfaction Based on Destination Attributes Using Kano Model in Tourist Destination: A Case of Borobudur Temple

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  • @INPROCEEDINGS{10.4108/eai.14-9-2020.2304478,
        author={Deacta Ayu Digpasari and Herry  Irawan and Astri  Ghina},
        title={Measurement of Tourist Satisfaction Based on Destination Attributes Using Kano Model in Tourist Destination: A Case of Borobudur Temple},
        proceedings={Proceedings of the 1st International Conference on Sustainable Management and Innovation, ICoSMI 2020, 14-16 September 2020, Bogor, West Java, Indonesia},
        publisher={EAI},
        proceedings_a={ICOSMI},
        year={2021},
        month={5},
        keywords={destination attributes kano model tourist satisfaction user generated content},
        doi={10.4108/eai.14-9-2020.2304478}
    }
    
  • Deacta Ayu Digpasari
    Herry Irawan
    Astri Ghina
    Year: 2021
    Measurement of Tourist Satisfaction Based on Destination Attributes Using Kano Model in Tourist Destination: A Case of Borobudur Temple
    ICOSMI
    EAI
    DOI: 10.4108/eai.14-9-2020.2304478
Deacta Ayu Digpasari1,*, Herry Irawan1, Astri Ghina1
  • 1: School of Economic and Business Telkom University, Bandung, Indonesia
*Contact email: deactaayu@student.telkomuniversity.ac.id

Abstract

Tourism has become a leading sector in Indonesia. However, developing tourist destination still becomes a problem, especially to maximize tourist satisfaction. To develop the tourist destination is necessary to evaluate the performance of competitive destination's attributes to provide high-quality tourism, thus will maximize tourist satisfaction. The research aims to measure tourist satisfaction based on its non-linear effect of destination attributes from user-generated content to provide credible information. Penalty-Reward Contrast Analysis and Kano Model were used to analyze the performance of destination attributes and measure tourist satisfaction. The research found that customized service and quality of shopping were destination attributes with the excitement-low performance will not affect tourist satisfaction. Furthermore, destination management with the performance category and low performing, as the determining factor of the rate of tourist satisfaction. The research is to function as an evaluation for taking an integrative approach as a reference for the development of tourist destinations.