Analisis Kualitas Pelayanan Prima di Jawa Timur Park 3

RIZKY WIYONO, AYU and Saiful Rahman Yuniarto, S.Sos., M.AB (2023) Analisis Kualitas Pelayanan Prima di Jawa Timur Park 3. Diploma thesis, Universitas Brawijaya.

Abstract

Pariwisata merupakan suatu elemen yang didalamnya terdiri dari wisatawan, daerah tujuan wisata, perjalanan, industri, dan lain sebagainya. Industri pariwisata memegang peran yang sangat penting dalam mengembangkan pariwisata. Kota Batu merupakan salah satu kota yang mengembangkan pariwisata. Salah satu tempat wisata yang banyak dikunjungi di Kota Batu adalah Jawa Timur Park 3. Dengan banyaknya persaingan pariwisata tentunya Jawa Timur Park 3 sangat memperhatikan kualitas pelayanan prima yang ada. Pelayanan prima merupakan pelayanan terbaik yang diberikan perusahaan untuk memenuhi kebutuhan pelanggan, baik pelanggan dalam perusahaan maupun diluar perusahaan. Selain itu, kualitas pelayanan yang baik juga merupakan hal penting yang harus dilakukan perusahaan. Dalam penelitian ini bertujuan untuk menganalisa kualitas pelayanan prima di Jawa Timur Park 3. Penelitian dilakukan dengan menggunakan metode penelitian deskriptif dengan pendekatan kualitatif melalui observasi, dan penyebaran kuesioner menggunakan google formulir. Penelitian ini menggunakan fokus penelitian didasarkan pada indikator pelayanan prima menurut Ady Barata yang memiliki enam aspek pelayanan prima, yaitu Sikap (Attitude), Perhatian (Attention), Tindakan (Action), Kemampuan (Ability), Penampilan (Appearance), Tanggungjawab (Accountability). Hasil penelitian yang telah dilakukan menunjukkan bahwa kualitas pelayanan prima di Jawa Timur Park 3 dapat dikategorikan baik dan memuaskan. Dikatakan sangat baik karena pada setiap aspek telah menunjukkan bahwa proses pelayanan prima yang diberikan sesuai dengan harapan/ekspektasi pelanggan, baik dari segi kemampuan pegawai dalam melakukan pelayanan, penampilan serta fasilitas yang disediakan, sikap, perhatian dan tindakan dalam menghadapi pelanggan, hingga tanggung jawab yang harus dilakukan sesuai dengan standar operasional perusahaan telah dijalankan dan diterapkan dengan amat baik oleh para pegawai maupun pihak manajemen perusahaan, sehingga menjadikan kepuasan bagi para pelanggan.

English Abstract

Tourism is an element which consists of tourists, tourist destinations, travel, industry, and so on. The tourism industry plays a very important role in developing tourism. Batu City is one of the cities that develops tourism. One of the most visited tourist attractions in Batu City is Jawa Timur Park 3. With so much tourism competition, of course, Jawa Timur Park 3 is very concerned about the quality of existing excellent service. Excellent service is the best service provided by the company to meet customer needs, both customers within the company and outside the company. In addition, good service quality is also an important thing that must be done by the company. In this study the aim was to analyze the quality of excellent service at Jawa Timur Park 3. The research was conducted using descriptive research methods with a qualitative approach through observation, and distributing questionnaires using google forms. This study uses a research focus based on excellent service indicators according to Ady Barata which has six aspects of excellent service, namely Attitude (Attitude), Attention (Attention), Action (Action), Ability (Ability), Appearance (Appearance), Responsibility (Accountability). The results of the research that has been done show that the quality of excellent service at Jawa Timur Park 3 can be categorized as good and satisfactory. It is said to be very good because in every aspect it has shown that the excellent service process provided is in accordance with customer expectations, both in terms of the ability of employees to perform services, appearance and facilities provided, attitudes, attention and actions in dealing with customers, to the responsibilities must be carried out in accordance with the company's operational standards that have been carried out and implemented very well by employees and company management, so that customer satisfaction is achieved.

Item Type:	Thesis (Diploma)
Identification Number:	052317
Uncontrolled Keywords:	Analisis, Pariwisata, Pelayanan Prima, Analysis, Tourism, Service Excellent
Divisions:	Program Vokasi > D3 Administrasi Bisnis
Depositing User:	Annisti Nurul F
Date Deposited:	31 Jan 2024 00:42
Last Modified:	31 Jan 2024 00:42
URI:	http://repository.ub.ac.id/id/eprint/214809

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