Analisis Pengalaman Wisatawan Mengenai Pelayanan Wisata oleh Masyarakat Lokal di Bazar Mandalika, Kuta Lombok
DOI:
https://doi.org/10.62383/tamasya.v3i3.1219Keywords:
Local Community, Mandalika Bazaar, Tourist Experience, Tourist Interaction, Tourist SatisfactionAbstract
This study aims to analyze tourists’ experiences regarding tourism services provided by the local community at the Mandalika Bazaar in Kuta, Lombok, and identify the factors shaping these experiences. A qualitative descriptive method was employed. Data were collected through observation, in-depth interviews, and documentation involving tourists as primary informants, with management and MSME operators as supporting informants. Data were analyzed through data reduction, presentation, and conclusion drawing, while validity was verified through triangulation. The results show that tourist experiences at the Mandalika Bazaar are primarily shaped by the quality of interactions between tourists and the local community. Tourists perceived local residents as friendly and communicative, without feeling pressured during transactions, creating a welcoming atmosphere. Interactions extended beyond buying and selling to discussions about local culture, signature Lombok products, and tourism recommendations, fostering a more authentic experience. Tourists also considered the bazaar relatively clean, safe, and well-organized, with adequate supporting facilities. Satisfaction resulted from services meeting expectations, particularly friendliness, service speed, accessible information, and product variety. However, challenges included limited foreign language proficiency among some MSME operators, inadequate information signage, and inconsistent kiosk operations. Overall, interpersonal relationships, communication, comfort, and service quality are key factors influencing positive tourist experiences and satisfaction.
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