Complaint Management System Analysis to Improve Visitor Satisfaction
Sheila Nurhaliza, A. S., Nur Sakinah Junirahma, Bambang Agoes Hermanto, Rita Komaladewi · Tourism Scientific Journal · 2025
This study aims to analyze the complaint management system implemented at the Puncak Darajat Highland tourist destination in Garut Regency to enhance visitor satisfaction. A mix-method explanatory method was used, with data collected through observation, interviews, and questionnaires. The findings indicate that the existing complaint system is not yet fully effective, as evidenced by the absence of standardised operating procedures, limited human resources, and the lack of an integrated digital system for complaint tracking. Among 30 respondents, 43.3% reported being satisfied and 36.7% moderately satisfied with the available facilities. Both internal and external challenges affect the effectiveness of complaint resolution. The study recommends the formulation of clear SOPs, regular staff training, and the use of digital technology to improve system responsiveness. Improving the complaint management system is considered essential to increase visitor satisfaction and support sustainable destination management.