Track: Service Engineering and Service Management

Abstract

The Borobudur Temple tourism is targeted by the Indonesian government as one of the “Ten New Bali” in 2025. Currently, the service quality in Borobudur Temple is still perceived as low by tourists, which is shown in many bad reviews on social media, reflecting the lack of visitor satisfaction in Borobudur Temple, especially during the pandemic Covid-19 and the new normal era. Therefore, it is crucial to explore the factors that affect visitor's satisfaction in order to improve the tourism service quality in Borobudur Temple during the Covid-19 pandemic and the new normal era. Four pillars of tourism namely attraction, accessibility, amenity, and ancillary are analyzed using a Fuzzy Set Qualitative Comparative Analysis (fsQCA) approach to formulating the best configurations model to improve the visitor’s satisfaction. This research found the configurational model that consists of two factors combinations that produces a high visitor satisfaction and three factors combinations that result in low visitor satisfaction. Further analyses are made based on those configurational models to propose service quality improvements in Borobudur Temple