Complaint Management System Analysis to Improve Visitor Satisfaction
Case Study: Puncak Darajat Highland
DOI:
https://doi.org/10.32659/tsj.v10i2.447Keywords:
complaint management, visitor satisfaction, mix method, Puncak Darajat HighlandAbstract
This study aims to analyze the complaint management system implemented at the Puncak Darajat Highland tourist destination in Garut Regency to enhance visitor satisfaction. A mix-method explanatory method was used, with data collected through observation, interviews, and questionnaires. The findings indicate that the existing complaint system is not yet fully effective, as evidenced by the absence of standardised operating procedures, limited human resources, and the lack of an integrated digital system for complaint tracking. Among 30 respondents, 43.3% reported being satisfied and 36.7% moderately satisfied with the available facilities. Both internal and external challenges affect the effectiveness of complaint resolution. The study recommends the formulation of clear SOPs, regular staff training, and the use of digital technology to improve system responsiveness. Improving the complaint management system is considered essential to increase visitor satisfaction and support sustainable destination management.
References
Agni, S. (2015). Dimensi manajemen komplain dalam pelayanan. Jurnal Manajemen Pelayanan, 3(2), 45-56.
Andi Muh Irfan. (2024). Penerapan manajemen komplain di sektor publik: Studi kasus Kantor Kecamatan Belawa. Jurnal Administrasi Publik, 12(1), 78-89.
Hermina, T., Basit, A. A., Fauziah, H., & Selviani, S. Does Competitive Strategy Affected On Decision Making Of Visitor Puncak Darajat Waterpark?.
Indah, E. F., Retu, M. K., & Mustafa, I. (2024). Peran Public Relations Officer dalam Menangani Keluhan Tamu pada Departement Front Office:(Studi Kasus Capa Resort Maumere). Arus Jurnal Sosial dan Humaniora, 4(3), 2411-2418.
Ramli, I. S. (2023). The Power of Ultimate Service Culture. Jakarta: Gramedia Pustaka Utama
Rifdah, B. N., & Kusdiwanggo, S. (2024). Faktor-Faktor yang Memengaruhi Partisipasi Masyarakat dalam Pengembangan Kawasan Pariwisata di Indonesia: Tinjauan Literatur Sistematis. Jurnal Lingkungan Binaan Indonesia, 13(2), 75-85.
Setiawan, H., & Sayuti, A. J. (2017). Effects of service quality, customer trust and corporate image on customer satisfaction and loyalty: an assessment of travel agencies customer in South Sumatra Indonesia. Iosr Journal Of Business And Management (Iosr-Jbm), 19(5), 31-40.
Tjiptono, F. (2019). Strategi Pemasaran Prinsip & Penerapan. Edisi 1. Yogyakarta. Andy
Tjiptono, F. (2022). Service Management: Mewujudkan layanan prima edisi 4. Penerbit Andi.
Wijayanto, K. (2015). Pengaruh kualitas pelayanan terhadap kepuasan dan loyalitas nasabah bank. Jurnal Manajemen Dayasaing, 17(1), 38-45.
Harwindito, B., Lovendang, A. P., & Dyahjatmayanti, D. (2019). 6. Penerapan Manajemen Komplain Pada Pelayanan Penumpang Maskapai Garuda Indonesia. Jurnal Manajemen Dirgantara, 12(1), 43-5
Downloads
Published
How to Cite
Issue
Section
Citation Check
License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
-
Attribution — You must give appropriate credit, provide a link to the license, and indicate if changes were made. You may do so in any reasonable manner, but not in any way that suggests the licensor endorses you or your use.
-
ShareAlike — If you remix, transform, or build upon the material, you must distribute your contributions under the same license as the original.
