The Influence of Innovation, Service Quality and People on Service Visitor Satisfaction at the Banyuwangi Regional Government Lounge

ABSTRACT: This study aims to determine and analyze the effect of innovation, service quality and people onofficial visitor satisfaction at the Banyuwangi Regional Government Lounge. The population in this study wereofficial guests who visited the loune of the Banyuwangi Regency Government, amounting to 6,923 people.Determination of the number of samples using the Slovin formula so as to obtain the number of respondents asmany as 100 visitors. To measure the measuring instrument in the form of a questionnaire, the validity test anddata reliability test were used. Research data were analyzed using SEM with Warp-PLS. The results of the testscarried out in the study showed that the innovation variable had a significant effect on visitor satisfaction. Theservice quality variable has a significant effect on visitor satisfaction. The people variable has a significanteffect on visitor satisfaction at the Banyuwangi Regional Government Lounge.

KEYWORDS: innovation; service quality; people; visitor satisfaction; Lounge.