Service Quality and Videography Skills Influence on Tourist Satisfaction

Abstract

Purpose: This study aims to examine the influence of service quality and videography skills on tourist satisfaction among visitors using the services of the Indonesian Tour Guide Association (HPI) in Palembang City. It focuses on how professional service delivery and creative visual documentation contribute to enhancing the overall tourist experience.

Methodology/approach: A quantitative approach was employed using a survey method with a sample of 100 tourists selected from a total population of 32,815 visitors in 2024. Data were collected through a structured questionnaire using a Likert scale and analyzed with multiple regression techniques to assess the effects of the independent variables service quality and videography skills on tourist satisfaction.

Results/findings: The results reveal that both service quality and videography skills significantly and positively affect tourist satisfaction. Service quality has a greater impact, indicating that responsive, reliable, and empathetic interactions remain the core determinants of a satisfying tourist experience, while videography skills enhance emotional engagement and memorability.

Conclusions: High-quality service and professional videography practices strengthen tourists’ satisfaction and contribute to the competitiveness of Palembang’s tourism sector.

Limitations: The study is limited to one location and a relatively small sample, which restricts broader generalization.

Contribution: This research contributes to tourism service management literature by emphasizing the strategic role of tour guide competence and videography in improving service performance and tourist satisfaction.