Optimalisasi Layanan Hospitality untuk Meningkatkan Kepuasan Pengunjung di Galeri Nasional Indonesia, DKI Jakarta

Abstract

Galeri Nasional Indonesia merupakan destinasi wisata yang berperan dalam memberikan pengalaman apresiasi seni dan budaya kepada masyarakat. Kualitas layanan hospitality menjadi salah satu faktor yang memengaruhi kepuasan pengunjung. Penelitian ini bertujuan mengidentifikasi standar hospitality yang diterapkan, menganalisis kualitas layanan, mengukur kesenjangan antara harapan dan kenyataan, serta merumuskan strategi optimalisasi layanan hospitality di Galeri Nasional Indonesia. Data penelitian kuantitatif dan kualitatif ini diperoleh melalui penyebaran kuesioner kepada 100 pengunjung dan wawancara. Analisis dilakukan menggunakan Importance Performance Analysis (IPA) dan Gap Analysis. Hasil penelitian menunjukkan tingkat kesesuaian layanan hospitality sebesar 88%. Analisis IPA menunjukkan bahwa kecepatan respons petugas, kesigapan membantu pengunjung, kejelasan penyampaian informasi, perhatian terhadap kebutuhan pengunjung, dan pencahayaan ruang pamer menjadi prioritas utama perbaikan. Penelitian ini menghasilkan rekomendasi strategi peningkatan layanan serta poster infografis sebagai panduan pelayanan bagi petugas Galeri Nasional Indonesia.

The National Gallery of Indonesia is a destination that plays a role in providing art and culture appreciation experiences to the public. The quality of hospitality services is one of the factors that affect visitor satisfaction. This research aims to identify the hospitality standards applied, analyze the quality of services, measure the gap between expectations and reality, and formulate a strategy for optimizing hospitality services at the National Gallery of Indonesia. This quantitative and qualitative research data was obtained through the distribution of questionnaires to 100 visitors and interviews. The analysis was carried out using Importance Performance Analysis (IPA) and Gap Analysis. The results of the study showed that the suitability rate of hospitality services was 88%. IPA analysis showed that the speed of response of officers, alertness to help visitors, clarity of information delivery, attention to visitor needs, and lighting of the showroom were the top priorities for improvement. This research produced recommendations for service improvement strategies and an infographic poster as a service guideline for the staff of the National Gallery of Indonesia.