Hidayatullah, Husnul Rijal and , Mila Faila Sufa, ST, MT (2022) Analisis Kepuasan Pengunjung Terhadap Kualitas Pelayanan Dengan Menggunakan Metode Servqual Dan Importance Performance Analysis (IPA) (Studi Kasus : Tempat Pengelolaan Wisata Pemandian Air Panas Tirta Husada). Skripsi thesis, Universitas Muhammadiyah Surakarta.
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Abstract
Service performance and customer satisfaction are important factors in the tourism industry which is engaged in services or services, good service performance will lead to the achievement of customer satisfaction which in turn can determine loyalty and interest in revisiting. This study was conducted to determine visitor satisfaction with service performance at the "Tirta Husada" Hot Springs Tourism Object, and later suggestions for service improvement will be given. The number of samples used in this study were 144 respondents who were taken by non-probability sampling technique taken incidentally. The method used to analyze the data is the Service Quality (SERVQUAL) method by analyzing Gap 5, namely the gap between customer expectations and customer perceptions of service performance, and to determine improvement priorities using the Importance Performance Analysis (IPA) method. The results of the SERVQUAL method research obtained the average value of the overall attribute gap of -0.88 indicating that the overall service performance has not met visitor satisfaction. Improvement efforts to improve service performance using the IPA method in quadrant I with SPSS software through a Cartesian diagram obtained three facilities that need to be improved including parking facilities, souvenir shopping facilities and information media and facilities. Based on the results of the discussion, the repair of parking facilities can be carried out first because it has been included in the development plan.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Uncontrolled Keywords: | Analisis Kepuasan, Service Quality (SERVQUAL), Importance Performance Analysis (IPA), Objek Wisata Pemandian Air Hangat. |
| Subjects: | T Technology > T Technology (General) T Technology > TI Industrial Engineering |
| Divisions: | Fakultas Teknik > Teknik Industri |
| Depositing User: | HUSNUL RIJAL HIDAYATULLAH |
| Date Deposited: | 24 Feb 2022 22:18 |
| Last Modified: | 24 Feb 2022 22:18 |
| URI: | http://eprints.ums.ac.id/id/eprint/98711 |
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