Abstract :

Government policy and tourism service quality (T-Servqual) are important aspects of the tourism industry and can be increased performance organization and Tourist Satisfaction (customer satisfaction). This research aims to investigate government policy and T-Servqual toward customer (tourist) satisfaction in the Indonesia Tourism Industry. The sample size was 420 respondents with propulsive sampling used to determine the sample. The main instrument in this study is a questionnaire. The analysis used to examine the hypothesis of the study is structural equation modeling using AMOS version 20.0 software. The result of the study shows that: T-Servqual and government policy influence customer satisfaction. Nevertheless, government policy has the most influence on customer satisfaction. Therefore the manager in the tourism industry should improve more the T-Servqual.

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Keywords :

government policy, Satisfaction., T-Servqual, Tourist

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