Analysis of the relationship between management and service quality in Tembi Tourism Village

Abstract

This study analyzes the impact of management unification on service quality and visitor satisfaction in Tembi Tourism Village. Optimal hospitality services are crucial in the tourism industry, especially within the context of rural tourism, which emphasizes experiences rooted in local culture and village life. Visitor satisfaction serves as a key indicator of a destination's success. Prior to the management unification, Tembi Tourism Village faced miscommunication issues among management teams, negatively affecting service quality and visitor satisfaction levels. This study aims to determine how management unification can improve service quality and enhance visitor satisfaction. A mixed-methods approach (qualitative and quantitative) was employed, combining surveys and descriptive analysis to gain a broader understanding. Data were collected through an online survey using Google Forms, involving tourists in the field. The findings show that management unification significantly improved service quality and visitor satisfaction, which in turn led to an increase in tourist visits. Recommendations include regular evaluations and the implementation of innovative policies to support increased revenue and tourism visits.