The perception of visitors towards the level of satisfaction on park (Case study: Singha Merjosari Park Malang)

Abstract

Park is one of the public spaces which is used by people to get happiness and comfort. Singha Merjosari Park is one of the parks in Malang that is functioned as a recreational and educational park for the citizen. In weekends and national holidays Singha Merjosari park get visited by so many visitors. But if we see the reality, there are still some problems regarding visitor satisfaction. Also, there are attributes that has performance levels decrease that will become another new problem. The purpose of this study is to analyze the perception of visitors about the level of visitor satisfaction and what attributes that need to be improved and developed by managers in the future. The approach method in this research is descriptive quantitative. Primary data is based on measurement and observation. The number of samples used is 100 respondents referring to the number of samples determination by Slovin formula with the sample selection used is accidental sampling technique. The analysis technique used is Importance Performance Analysis (IPA) and Costumer Satisfaction Index (CSI). Based on the results of IPA analysis, the things that should get important attention and should be improved is the aesthetics of lighting, cleanliness of parking area and toilet, shade in park area, and availability of clean water. While the result of CSI value analysis is 65,30%. This means visitors are satisfied, but visitors are still not satisfied overall. Implications or changes that should be given is the aesthetics of lighting should be more creative and become the identity of the park (for example, lamp lanterns should be suitable with the concept of the park). Also, the change of toilet look so that visitors can enjoy the look and it can be iconic (toilet concept according to local culture of Malang) and the prevalence of lighting in the park area at night.