Analisis Kualitas Layanan dan Kepuasan Pengunjung Wisata Desa Kemiri (Studi Kasus di Desa Kemiri Kecamatan Panti Kabupaten Jember)

Abstract

This study aims to analyze service quality on visitor satisfaction and to analyze visitor satisfaction provided by the Kemiri Tourism Village. Service quality is analyzed based on Serqual in which there are tangible dimensions (tangible), Reliability Responsiveness, Assurance, and Empathy. While the categorization of service quality is analyzed using Kano which includes the Must Be category (Enhanced ), One Dimensional (Preserved), Attractive (Noted). Descriptive method with quantitative approach. Data collection methods used in this study were interviews, observation and documentation. The results of the study on the Quality of Service to Visitors at Kemiri Tourism Village still do not meet the expectations of visitors who come. Because in the calculation using the Servqual method, the average service quality of all Service Quality dimensions is 0.83. Attributes that must be considered, maintained and improved in Kemiri Tourism Village by processing using the Kano method have been divided into several categories. With this research, it is expected to be able to provide improvements in efforts to improve services carried out by Kemiri Tourism Village Management.