| dc.contributor.advisor | Resmayasari, Ira | |
| dc.contributor.author | Putri, Zahwa Ameyvia | |
| dc.date.accessioned | 2026-08-08T05:57:42Z | |
| dc.date.available | 2026-08-08T05:57:42Z | |
| dc.date.issued | 2026 | |
| dc.identifier.uri | http://repository.ipb.ac.id/handle/123456789/177875 | |
| dc.description.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. | |
| dc.description.abstract | 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. | |
| dc.description.sponsorship | | |
| dc.language.iso | id | |
| dc.publisher | IPB University | id |
| dc.title | Optimalisasi Layanan Hospitality untuk Meningkatkan Kepuasan Pengunjung di Galeri Nasional Indonesia, DKI Jakarta | id |
| dc.title.alternative | Optimization of Hospitality Services to Enhance Visitor Satisfaction at National Museum of Indonesia, DKI Jakarta | |
| dc.type | Tugas Akhir | |
| dc.subject.keyword | National Gallery of Indonesia | id |
| dc.subject.keyword | hospitality services | id |
| dc.subject.keyword | Importance Performance Analysis | id |
| dc.subject.keyword | service quality | id |
| dc.subject.keyword | visitor satisfaction | id |
| dc.subtype | Undergraduate Theses | |
