Measurement of Tourist Satisfaction Based on Destination Attributes Using Kano Model in Tourist Destination: A Case of Borobudur Temple

Abstract

Tourism has become a leading sector in Indonesia. However, developing tourist destination still becomes a problem, especially to maximize tourist satisfaction. To develop the tourist destination is necessary to evaluate the performance of competitive destination's attributes to provide high-quality tourism, thus will maximize tourist satisfaction. The research aims to measure tourist satisfaction based on its non-linear effect of destination attributes from user-generated content to provide credible information. Penalty-Reward Contrast Analysis and Kano Model were used to analyze the performance of destination attributes and measure tourist satisfaction. The research found that customized service and quality of shopping were destination attributes with the excitementlow performance will not affect tourist satisfaction. Furthermore, destination management with the performance category and low performing, as the determining factor of the rate of tourist satisfaction. The research is to function as an evaluation for taking an integrative approach as a reference for the development of tourist destinations.