Analysis of Tourist Perceptions on Service Quality and Language Proficiency at La Brisa Bali

Authors

  • Putu Agus Murtono Politeknik Negeri Bali
  • I Made Ojes Mahardika Politeknik Negeri Bali
  • Ida Bagus Manuaba Politeknik Negeri Bali
  • I Komang Ardana Politeknik Negeri Bali
  • I Putu Sagita Jaya Utama Politeknik Negeri Bali

Keywords:

tourism, Quality, quality language proficiency, service

Abstract

Tourism is a strategic sector that significantly contributes to Indonesia’s economy, especially in Bali as an international destination. Service quality and staff language proficiency are important factors in shaping a satisfying tourist experience. This study aims to analyze tourists’ perceptions of service quality and staff language proficiency at La Brisa Bali, a popular beach club in Canggu, Bali. A quantitative approach with a descriptive-verificative method and purposive sampling technique was used to collect data from 80 tourist respondents. Service quality measurement refers to the five SERVQUAL dimensions (tangibles, reliability, responsiveness, assurance, empathy), while language proficiency was assessed based on fluency, clarity of communication, and the use of foreign languages, particularly English. The results show that tourists rate La Brisa Bali’s service quality as good to very good, with an average score of 4.25. The reliability dimension received the highest score, indicating consistent and dependable service that satisfies visitors. Staff language proficiency also received a good rating (average 4.10), supporting effective interaction with international tourists. However, there remains room for improvement in staff responsiveness, empathy, and communication skills. These findings provide a strategic basis for La Brisa’s management to enhance service quality and staff language proficiency, aiming to strengthen tourist loyalty and maintain its reputation as a premium tourism destination in Bali.

Author Biographies

Putu Agus Murtono, Politeknik Negeri Bali

Putu Agus Murtono,S.Pd., M.Par. He is area of expertise is Housekeeping, a subject he teaches in the Hospitality Study Program of the Tourism Department at Politeknik Negeri Bali (Bali State Polytechnic). His educational background with He earned his bachelor's degree in Sports Education from the PGRI Mahadewa Indonesia University, followed by a Master of Tourism Studies at Udayana University. The primary focus of his academic interests lies in the fields of tourism, hospitality  and sport tourism

 

I Made Ojes Mahardika, Politeknik Negeri Bali

I Made Ojes Mahardika, S.S., M.Pd. He is a lecturer at Politeknik Negeri Bali (Bali State Polytechnic). He earned his bachelor's degree in English from Udayana University and a Master's degree in Education from Ganesha University of Education. He has nearly a decade of work experience in the hospitality industry in the United States and Europe, as well as over a decade of experience as an academic. His main interests include linguistics, culture, music and arts.

Ida Bagus Manuaba, Politeknik Negeri Bali

Ida Bagus Manuaba, M.Pd. He is an English Lecturer at Hospitality Study Program, Tourism Department, Politeknik Negeri Bali. He received his Bachelor’s degree in Mahasaraswati University and his Master degree in English Education from Ganesha University. He is particularly interested in language education and language use.

I Komang Ardana, Politeknik Negeri Bali

I Komang Ardana, S.S., M.Hum. He is an English lecturer in the Hospitality Study Program, Department of Tourism, Politeknik Negeri Bali. He earned his Bachelor's degree in English Literature from Universitas Warmadewa and his Master's degree in English Language Studies from Udayana University. His academic interests focus on linguistics and language use.

I Putu Sagita Jaya Utama, Politeknik Negeri Bali

I Putu Sagita Jaya Utama, S.S.T.Par., M.Par. His area of expertise is Restaurant Service, a subject he teaches in the Hospitality Study Program of the Tourism Department at Politeknik Negeri Bali. His educational background commenced with a Bachelor of Applied Science in Tourism at Politeknik Pariwisata Bali (formerly STP Nusa Dua Bali), followed by a Master of Tourism Studies at Udayana University. The primary focus of his academic interests lies in the fields of tourism, hospitality and culture.

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Published

2025-07-17

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Murtono, P. A., Mahardika, I. M. O., Manuaba, I. B., Ardana, I. K., & Utama, I. P. S. J. (2025). Analysis of Tourist Perceptions on Service Quality and Language Proficiency at La Brisa Bali. Media Wisata, 23(1), 260–269. Retrieved from https://jurnal.ampta.ac.id/index.php/MWS/article/view/910

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Vol. 23 No. 1 (2025): Media Wisata

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