Analisis Kepuasan Pelanggan Dolphin Tugu Waterpark Dengan Metode Servqual, Customer Satisfaction Index Dan Importance Performance Analysis

Damayanti, Nirvana and , Ir. Ahmad Kholid Alghofari, S.T, M. T (2022) Analisis Kepuasan Pelanggan Dolphin Tugu Waterpark Dengan Metode Servqual, Customer Satisfaction Index Dan Importance Performance Analysis. Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

Dolphin Tugu Waterpark is one of the tourist attractions in Karanganyar district. The results of ticket sales in the last 5 months have shown a decline so it is necessary to know the quality of service. The methods used are Servqual (Service Quality), CSI (Customer Satisfaction Index), and IPA (Importance Performance Analysis) methods. The calculation of servqual and IPA with 30 statement attributes stated that the reliability dimension was of low value compared to the other four dimensions. The results of the IPA calculation are presented in a Cartesian diagram which is divided into four curves to be identified in the SWOT matrix so that you get suggestions for improvements in the form of SO strategies, namely maintaining the quality of cleanliness and maintenance regularly by checking eligibility every month. The WO strategy is to increase promotions and increase relations with tourist attractions in the Karanganyar area, the ST strategy applies promos or discounts on certain days, and the WT strategy controls the physical aspects (facilities) of the waterpark.

Item Type: Thesis (Skripsi)
Uncontrolled Keywords: SERVQUAL, CSI, IPA, Customer Satisfaction, Dolphin Tugu Waterpark
Subjects: T Technology > TI Industrial Engineering
Divisions: Fakultas Teknik > Teknik Industri
Depositing User: NIRVANA DAMAYANTI
Date Deposited: 12 Nov 2022 06:32
Last Modified: 12 Nov 2022 06:33
URI: http://eprints.ums.ac.id/id/eprint/105737

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