The Impact of Tourist Attraction and Service Quality on Guest Satisfaction at Discovery Mall

Lestari, Ni Kadek Ayu Mira Ratna (2025) The Impact of Tourist Attraction and Service Quality on Guest Satisfaction at Discovery Mall. Undergraduate thesis, Politeknik Negeri Bali.

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Abstract

This study examines how the tourist attraction and quality of service at Discovery Mall, a prominent shopping destination in Bali, impact the satisfaction of its guests. The research was carried out to determine the impact of tourist attraction and service quality on visitor satisfaction, specifically within Kuta's competitive tourism market. Quantitative method was used to gather data from 99 individuals who had visited Discovery Mall in the last three months in 2024, through the distribution of questionnaires. The data that was gathered was examined using IBM SPSS Statistic 27 with both multiple linear regression and classical assumption tests. The results showed that both the quality of tourist attractions and service quality have a noticeable and beneficial effect on the satisfaction of guests. Furthermore, the combined effect of these two variables also demonstrates a substantial impact on guest satisfaction, underscoring the importance of enhancing both aspects to optimize the overall visitor experience. The mall's strategic beachfront location, cultural performances, service responsiveness, and employee hospitality were some of the most influential factors. Based on these findings, it is recommended that Discovery Mall enhance its service quality through regular staff training, upgrade its physical infrastructure, and continue to host special events that showcase local culture to maintain competitiveness and foster customer loyalty.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Attraction, Service Quality, Guest Satisfaction, Discovery Mall
Subjects:	Ilmu Ekonomi > Ilmu Manajemen Ilmu Ekonomi > Ilmu Manajemen > Manajemen
Divisions:	Jurusan Pariwisata > Prodi D4 Manajemen Bisnis Pariwisata > Skripsi
Depositing User:	Ni Kadek Ayu Mira Ratna Lestari
Date Deposited:	30 Aug 2025 05:40
Last Modified:	30 Aug 2025 05:40
URI:	https://repository.pnb.ac.id/id/eprint/18395

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