Dita Amanah, Fauzia Agustini, Dedy Ansari Harahap
Tourist satisfaction needs to be considered for developing a country's tourism. This paper attempt to analyze the level of satisfaction of foreign tourists towards the elements of tourism development. The study focuses in Medan, the third largest city in Indonesia, which is known as Paris Van Sumatra. A total of 100 foreign tourists from 28 countries became respondents in this study, which was then analyzed by the CSI method (Customer Satisfaction Index). Respondents were obtained through purposive sampling techniques, that is foreign tourists who had visited Medan. The data came from distributing questionnaires to foreign tourists. The elements of tourism development that are measured are infrastructure, accommodation and promotion. The results of the Customer Satisfaction Index analysis found that the satisfaction of foreign tourists obtains a score of 61.73%. The results are in the range of 51-65%. This shows foreign tourists feel quite satisfied with the infrastructure, accommodation and promotion of tourism in Medan. Based on the level of expectations of foreign tourists, the infrastructure received the highest score (312.50) compared to other tourism development elements (accommodation and promotion). That is, tourists really expect better infrastructure in Medan viz. road conditions, telephone networks, hospitals, offices, bridges, etc. This article tries to provide recommendations to government regarding elements of tourism development such as infrastructure, accommodation, promotion, especially the emphasis on infrastructure improvements. This article tries to provide recommendations to government regarding elements of tourism development such as infrastructure, accommodation, promotion, especially the emphasis on infrastructure improvements. If the government manages the elements of tourism well, it will give satisfaction to tourists. © 2021, SRAC - Romanian Society for Quality. All rights reserved.
Universitas Pendidikan Indonesia, Indonesia; Universitas Negeri Medan, Indonesia; Universitas Islam Bandung, Indonesia
