Keywords: Visitor Satisfaction, Marine Tourism, IPA, CSI


Marine ecotourism is the potential of an area to improve the welfare of coastal communities. The Jawai Marine Tourism Beach, located in Sambas Regency, is a tourist location developed from self-help at the start of the pandemic of COVID-19. In its development, the management of this area is still making continuous improvements in marine tourism services in fulfilling the wishes and needs of visitors. This research aims to determine the level of visitor satisfaction based on the Customer Satisfaction Index (CSI) and the attribute importance level based on the Importance Performance Analysis (IPA). This research has conducted from March-July 2021 at The Bahari Coast of Jawai Sambas Regency. Research methods are quantitative research methods. The research method is a quantitative research method with accidental sampling techniques. Data was obtained by distributing 220 questionnaires to visitors. The results showed that the CSI data was 69.21%, which means that the manager's performance has not met the needs and desires of visitors. Based on the results of data processing that has been carried out with IPA, several attributes must be improved and improved. The attributes which need to be improved to upgrade the service quality of the Jawai Marine Tourism Park are 1). Accommodation costs such as toilet, parking, and entrance fees; 2). Prices of food, drinks, and souvenirs. All stakeholders are expected to contribute to the development of marine ecotourism in the form of ideas, ideas, energy, thoughts, and financial assistance.


Download data is not yet available.


Agam, B., Maryono, M., & Sigiro, O. N. (2021). Development Strategies of the Bahari Jawai Marine Tourism Coast Area Based on Community Empowerment in Sambas Regency. IOP Conf. Ser.: Earth Environ. Sci. 934 012032.

Bergmann, M., Lutz, B., Tekman, M. B., & Gutow, L. (2017). Citizen scientists reveal: Marine litter pollutes Arctic beaches and affects wild life. Marine Pollution Bulletin, 125(1–2), 535–540.

Bismantoro, D., Suryana, A. A. H., Pamungkas, W., & Nurhayati, A. (2018). Analisis Kepuasan Wisatawan Terhadap Kualitas Produk Jasa Wisata Mangrove di Desa Karangsong Kabupaten Indramayu. Jurnal Perikanan dan Kelautan, 9(2), 87-94.

BPS. (2019). Provinsi Kalimantan Barat dalam Angka.

Dimitrovski, D., Lemmetyinen, A., Nieminen, L., & Pohjola, T. (2021). Understanding coastal and marine tourism sustainability - A multi-stakeholder analysis. Journal of Destination Marketing and Management, 19(May 2020), 100554.

Fisher, J. A., Patenaude, G., Giri, K., Lewis, K., Meir, P., Pinho, P., Rounsevell, M. D. A., & Williams, M. (2014). Understanding the relationships between ecosystem services and poverty alleviation: A conceptual framework. Ecosystem Services, 7, 34–45.

Hair, J. F., Anderson, R. E., Tatham, R. L., & Black, W. C. (1998). Multivariate Data Analysis, fifth edition. New Jersey: Prentice-Hall International, Inc.

Hattam, C., Atkins, J. P., Beaumont, N., Börger, T., Böhnke-Henrichs, A., Burdon, D., De Groot, R., Hoefnagel, E., Nunes, P. A. L. D., Piwowarczyk, J., Sastre, S., & Austen, M. C. (2015). Marine ecosystem services: Linking indicators to their classification. Ecological Indicators, 49, 61–75.

Hendee, J.C. (1974). A multiple-satisfaction approach to game management. Wildlife Society Bulletin, 2,104-113.

Leposa, N. (2020). Problematic blue growth: a thematic synthesis of social sustainability problems related to growth in the marine and coastal tourism. Sustainability Science, 15(4), 1233–1244.

Maryono., Effendi, H., & Krisanti, M. (2016). Analisis Kepuasan Wisatawan untuk Manajemen Pantai di Wisata Pantai Tanjung Bira. Jurnal Pariwisata, 3(2), 95-104.

Notoatmodjo, S. (2010). Metodologi Penelitian Kesehatan. Jakarta, ID: Rineka Cipta.

Orams, M. B., & Lück, M. (2014). Coastal and Marine Tourism: Emerging Issues, Future Trends, and Research Priorities. The Wiley-Blackwell Companion to Tourism, 479–489.

Pham-Do, K. H., & Pham, T. T. T. (2020). Tourism in marine protected areas: A view from Nha Trang Bay, Vietnam. Tourism Management Perspectives, 33(December 2019), 100623.

Pratama, I. P. (2019). Analisis Kepuasan Pengunjung Terhadap Pelayanan Wisata Pantai Tan Sirdano Kabupaten Pesisir Selatan Menggunakan Customer Satisfaction Index Dan Importance Performance Analysis. Skripsi. Universitas Negeri Padang, Padang.

Ridwan, M. (2012), Perencanaan dan Pengembangan Pariwisata. Medan, ID: PT Sofmedia.

Sigiro., O. N., Agam. B., & Maryono. (2021). Daya Dukung Kawasan Pantai Bahari Jawai Kabupaten Sambas. Prosiding Seminar Nasional Terapan Riset Inovatif (SENTRINOV), 7(1), 150-155. Retrieved from

Stratford. (2007). Stratford-on-Avon District Council Customer Satisfaction Index June 2004. Stratford UK.

Wang, S. H., Lee, M. T., Château, P. A., & Chang, Y. C. (2016). Performance indicator framework for evaluation of sustainable tourism in the Taiwan coastal zone. Sustainability (Switzerland), 8(7).