Purnomo, Tazakka Aftina Dewi and Candra Adi Intyas, S.Pi, MP (2023) Analisis Kepuasan Pengunjung Terhadap Kualitas Pelayanan Ekowisata Mangrove Wonorejo Kota. Sarjana thesis, Universitas Brawijaya.
Abstract
Penelitian ini dilakukan di Ekowisata Mangrove Wonorejo Kota Surabaya yang beralamat Jl. Wonorejo Timur No.1, Wonorejo, Kecamatan Rungkut, Kota Surabaya, Jawa Timur 60296. Penelitian ini dilakukan pada bulan Januari – Maret 2023. Tujuan penelitian yang ingin dicapai yakni untuk mendeskripsikan kondisi wilayah wisata pada Ekowisata Mangrove Wonorejo Kota Surabaya, menganalisis tingkat kinerja dan tingkat kepentingan di Ekowisata Mangrove Wonorejo, dan menganalisis tingkat kepuasan pengunjung terhadap kualitas pelayanan di Ekowisata Mangrove Wonorejo Kota Surabaya. Jenis penelitian yang digunakan adalah penelitian dengan metode deskriptif. Teknik pengambilan sampel berdasarkan populasi dengan kriteria pengunjung/wisatawan nusantara yang berada di Ekowisata Mangrove Wonorejo. Sampel yang diambil sebanyak 100 responden menggunakan teknik non probability sampling dengan accidental sampling. Metode pengumpulan data yang digunakan dalam penelitian ini melalui wawancara, observasi, angket, dan studi dokumen. Metode analisis data pada penelitian ini menggunakanalat analisis Importance Performance Analysis (IPA) untuk tingkat kinerja serta tingkat kepentingan dan alat analisis Customer Satisfaction Index (CSI) untuk tingkat kepuasan pengunjung. Kondisi umum wilayah Wonorejo yang terdiri dari letak geografis dan letak topografi serta keadaan penduduk Wonorejo. Ekowisata Mangrove Wonorejo memiliki sejarah dan visi misi ekowisata serta sarana prasarana yang terdiri dari fasilitas dan atraksi yang terdapat di Ekowisata Mangrove Wonorejo. Analisis data untuk tingkat kepentingan dan kinerja menggunakan Importance Performance Analysis (IPA) mendapatkan nilai rata-rata skor kepentingan sebesar 4.18 dan skor kinerja sebesar 3.76 serta akan membentuk diagram kartesius 4 kuadran yaitu kuadran I (prioritas utama) terdiri dari tiga atribut, kuadran II (pertahankan prestasi) terdiri dari 3 atribut, kuadran III (prioritas rendah) terdiri dari 4 atribut, dan kuadran IV(berlebihan) terdiri dari 5 atribut, dan pengukuran tingkat kepuasan pengunjung Ekowisata Mangrove Wonorejo menggunakan metode Customer Satisfaction Index (CSI) diperoleh sebesar 75% serta masuk pada indeks kepuasan rentang 66% - 80,99%, yaitu kriteria “puas”. Kedepannya pengelola terus meningkatkan dan memperbaiki kualitas pelayanan serta kinerja atribut-atribut pada Kuadran I (prioritas utama) yaitu atribut keandalan mengatasi masalah, atribut membuat wisatawan merasa aman, dan atribut terdapat pihak keamanan. Dengan memberikan pihak keamanan yang tersebar di beberapa titik dermaga dan life guard diharapkan dapat memenuhi kekurangan dan ketidakpuasan para pengunjung Ekowisata Mangrove Wonorejo pada kuadran I (prioritas utama).
English Abstract
This research was conducted at Ecotourism Mangrove Wonorejo, Surabaya City, which is located at Jl. East Wonorejo No.1, Wonorejo, Rungkut District, Surabaya City, East Java 60296. This research was conducted in January - March 2023. The research objectives to be achieved are to describe the condition of tourist attractions in Ecotourism Mangrove Wonorejo Surabaya City, analyze the level of performance and the level of interest in Ecotourism Mangrove Wonorejo, and analyze the level of visitor satisfaction with service quality at Ecotourism Mangrove Wonorejo, Surabaya City. The type of research used is research with descriptive methods. The sampling technique is based on population with the criteria of visitors/archipelago tourists who are at the Wonorejo Mangrove Ecotourism. Samples were taken as many as 100 respondents using non-probability sampling technique with accidental sampling. Data collection methods used in this study through interviews, observation, questionnaires, and document studies. The data analysis method in this study uses the Importance Performance Analysis (IPA) tool for the level of performance and the level of importance and the Customer Satisfaction Index (CSI) analysis tool for the level of visitor satisfaction. The general condition of the Wonorejo region which consists of geographical location and topographical location as well as the condition of the Wonorejo population. Wonorejo Mangrove Ecotourism has a history and vision and mission of ecotourism as well as the infrastructure consisting of facilities and attractions contained in the Wonorejo Mangrove Ecotourism. Data analysis for the level of importance and performance using Importance Performance Analysis (IPA) obtains an average importance score of 4.18 and a performance score of 3.76 and will form a 4 quadrant Cartesian diagram, namely quadrant I (top priority) consisting of three attributes, quadrant II ( maintain achievement) consists of 3 attributes, quadrant III (low priority) consists of 4 attributes, and quadrant IV (excessive) consists of 5 attributes, and measuring the level of satisfaction of visitors to Ecotourism Mangrove Wonorejo using the Customer Satisfaction Index (CSI) method was obtained by 75% as well as included in the satisfaction index ranging from 66% - 80.99%, namely the "satisfied" criterion. In the future the manager will continue to improve and improve the quality of service and the performance of the attributes in Quadrant I (top priority), namely the attribute of reliability in overcoming problems, the attribute of making tourists feel safe, and the attribute of having security personnel. By providing security personnel scattered at several points of the pier and life guards, it is hoped that it will be able to meet the deficiencies and dissatisfaction of visitors to the Wonorejo Mangrove Ecotourism in quadrant I (top priority).
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | 0523080723 |
| Subjects: | 300 Social sciences > 338 Production > 338.3 Other extractive industries > 338.37 Products > 338.372 Products of fishing, whaling, hunting, trapping > 338.372 7 Products of fishing, whaling, hunting, trapping (Fishing) |
| Divisions: | Fakultas Perikanan dan Ilmu Kelautan > Agrobisnis Perikanan |
| Depositing User: | Sugeng Moelyono |
| Date Deposited: | 10 Jan 2024 07:55 |
| Last Modified: | 10 Jan 2024 07:55 |
| URI: | http://repository.ub.ac.id/id/eprint/206038 |
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Text (DALAM MASA EMBARGO)
Tazakka Aftina Dewi Purnomo.pdf Restricted to Registered users only until 31 December 2025. Download (5MB) |
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