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Title: | Analisis Kepuasan Pengunjung Terhadap Kinerja Pemandu Wisata Pada Cibubur Garden Dairy |
Other Titles: | Analysis of Visitor Satisfaction with the Performance of Tour Guide at Cibubur Garden Dairy |
Authors: | Rahmasari, Liisa Firhani Hafidh, Firman Ahnaf |
Issue Date: | 2024 |
Publisher: | IPB University |
Abstract: | ABSTRAK
FIRMAN AHNAF HAFIDH. Analisis Kepuasan Pengunjung Terhadap Kinerja Pemandu Wisata Pada Cibubur Garden Dairy. Dibimbing oleh LIISA FIRHANI RAHMASARI.
Fokus utama penelitian ini adalah untuk menilai atribut layanan yang dianggap penting oleh pengunjung, menganalisis kinerja layanan berdasarkan persepsi pengunjung, mengidentifikasi kesenjangan antara harapan dan pengalaman nyata yang dirasakan pengunjung serta melakukan perbaikan yang dapat meningkatkan kualitas layanan dan pengalaman pengunjung agar dapat memenuhi harapan pengunjung dan meningkatkan kepuasan mereka. Penelitian ini dilakukan pada Bulan Agustus 2023 hingga Januari 2024 dengan melakukan survei terhadap 50 pengunjung yang pernah atau yang sedang berkunjung di Cibubur Garden Dairy. Analisis deskriptif dilakukan dengan mengaplikasikan Importance Performance Analysis (IPA) dan Customer Satisfaction Index (CSI). Pemetaan IPA menunjukkan bahwa di kuadran I terdapat 3 atribut yang memerlukan perbaikan lebih lanjut, di kuadran II terdapat 3 atribut yang perlu dipertahankan, di kuadran III terdapat 5 atribut yang tidak menjadi prioritas untuk diperbaiki, dan di kuadran IV terdapat 2 atribut yang dinilai cukup. Selain itu, hasil penelitian menunjukkan bahwa pengunjung merasa puas dengan nilai CSI sebesar 77,51%.
Kata kunci: agrowisata, analisis prioritas kinerja, indeks kepuasan konsumen, kepuasan pelanggan, kualitas layanan FIRMAN AHNAF HAFIDH. Analysis of Visitor Satisfaction with the Performance of Tour Guide at Cibubur Garden Dairy. Supervised by LIISA FIRHANI RAHMASARI. The main focus of this research is to (1) assess service attributes that are considered important by visitors, (2) analyze service performance based on visitor perceptions, (3) identify gaps between expectations and the actual experience felt by visitors and make improvements that can improve service quality and visitor experience in order to meet visitor expectations and improve their satisfaction. This research was conducted from August 2023 to January 2024 by conducting a survey of 50 visitors who have visited or are currently visiting Cibubur Garden Dairy. Descriptive analysis was developed by applying Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI). IPA mapping shows that in quadrant I there are 3 attributes that require further improvement, in quadrant II there are 3 attributes that need to be maintained, in quadrant III there are 5 attributes that are not a priority for improvement, and in quadrant IV there are 2 attributes that are considered sufficient. Apart from that, the research results show that visitors are satisfied with the CSI value of 77,51%. Keywords: agritourism, customer satisfaction, customer satisfaction index, importance performance analysis, service quality |
URI: | http://repository.ipb.ac.id/handle/123456789/158434 |
Appears in Collections: | UT - Agribusiness Management |
Files in This Item:
File | Description | Size | Format | |
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cover_J0310202329_d61c38b7ca1b4f8f80dd685468004fdf.pdf | Cover | 2.31 MB | Adobe PDF | View/Open |
fulltext_J0310202329_192cbfdb0cca4b62a1a4d059b55f2075.pdf Restricted Access | Fulltext | 2.72 MB | Adobe PDF | View/Open |
lampiran_J0310202329_80931c152f294e2ebefd781dd182378b.pdf Restricted Access | Lampiran | 2.45 MB | Adobe PDF | View/Open |
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