PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PENGUNJUNG OBJEK WISATA HAWAI WATERPARK MALANG

The purpose of this research is to know and explain the influence of Service Quality simultaneously or partially to Visitor Satisfaction on Hawai Waterpark Malang. Quality of service has five dimensions include direct evidence (tangibles), reliability(reliability), responsiveness (reponsiveness), assurance (assurance) and empathy(empathy), the fifth dimension is referred to and used as a variable in this research. This type of research used explanatory research with quantitive approach, with 100 visitors Hawai Waterpark attractions Malang as the samples. Sampling used in this research is purposive sampling - nonprobability sampling. Methods to collect the data is by applying the spread of cuisine with scales likert. Data analysis in this research used descriptive analysis and multiple linear regression analysis which is processed using SPSS. Based on the hypothesis testing result, it was found that Sig. F ≤ α (0.000 ≤ 0.05) showed simultaneously significant effect of the independent variable: tangible (X1) reliability (X2) responsiveness (X3) assurance (X4) and empathy (X5) influential and significant impact on dependent variable is visitor satisfaction (Y). The results showed that the variable assurance is the most influential variables on Visitor Satisfaction on Hawai Waterpark Malang. Based on the resulting adjusted R2 value of 0,763 means that the quality of services influence the satisfaction of visitor Hawai Waterpark attractions Malang by 76,3% while the remaining 23,7% is influenced by other variables outside research