Anggara, Abyan Razaq Syach and , Mila Faila Sufa, S.T., M.T. (2023) Analisis Persepsi Pengunjung Terhadap Kualitas Pelayanan Melalui Metode Servqual Dan IPA (Studi Kasus: Objek Wisata Goa Resi). Skripsi thesis, Universitas Muhammadiyah Surakarta.
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Abstract
Service quality is one of the important factors to maintain the performance of tourist attractions. The high competition for tourist attractions in Wonogiri encourages the management of Goa Resi tourism objects to provide the best service so that they can compete with other tourism sectors. The purpose of this study was to (1) identify and analyze visitor perceptions of service quality at Goa Resi attractions based on service quality dimensions in Service Quality, (2) identify and analyze the attributes that will be prioritized for improvement in increasing customer satisfaction at the Goa Resi tourist attraction (3) provide recommendations for improvements to improve the quality of service at the Goa Resi tourist attraction. The method used in this study is through SERVQUAL (Service Quality) analysis by analyzing Gap 5, namely the gap between perceived service and expected service and the IPA (Importance Performance Analysis) method. The results showed that 19 attributes had a negative gap indicating that the services provided by the Goa Resi tourist attraction were not satisfactory, so improvements were needed. Proposals for improvements that can be recommended to the manager are by expanding the wifi network, holding discussions with the Wonogiri Regency Government to make repairs to damaged roads and adding signposts to tourist attractions, adding the official number of the Goa Resi tourist attraction on social media and also information boards at tourist attraction.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Uncontrolled Keywords: | Quality of service, Servqual, IPA, Goa Resi Tourism Object |
| Subjects: | T Technology > TI Industrial Engineering |
| Divisions: | Fakultas Teknik > Teknik Industri |
| Depositing User: | ABYAN RAZAQ SYACH ANGGARA |
| Date Deposited: | 17 Feb 2023 00:48 |
| Last Modified: | 17 Feb 2023 00:48 |
| URI: | http://eprints.ums.ac.id/id/eprint/109310 |
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