Strategi Peningkatan Kualitas Pelayanan Fungsi Literasi Di Taman Literasi Martha Christina Tiahahu Berbasis Persepsi Generasi Z

Adinda, Adinda (2026) Strategi Peningkatan Kualitas Pelayanan Fungsi Literasi Di Taman Literasi Martha Christina Tiahahu Berbasis Persepsi Generasi Z. Other thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Fungsi literasi di Taman Literasi Martha Christina Tiahahu belum berjalan optimal meskipun taman telah memiliki identitas, fasilitas, dan program bertema literasi. Hasil survei menunjukkan bahwa 44,12% responden datang untuk bersantai, 25,49% untuk bertemu teman, dan 22,55% untuk melakukan atau menghadiri kegiatan literasi. Selain itu, sebanyak 78,43% responden datang bersama teman. Penelitian ini bertujuan merumuskan strategi peningkatan kualitas pelayanan untuk mengoptimalkan fungsi literasi berdasarkan persepsi Generasi Z. Penelitian menggunakan pendekatan positivistik dengan jenis penelitian mixed methods yang menggabungkan analisis kualitatif dan kuantitatif. Data dikumpulkan melalui proses Delphi yang melibatkan empat ahli dan kuesioner skala Likert 1 sampai 5 kepada 102 pengunjung Generasi Z yang dipilih secara purposive. Data dianalisis menggunakan metode Delphi, Gap Score Analysis, Tingkat Kesesuaian, dan Importance Performance Analysis. Hasil Delphi mengidentifikasi 27 subvariabel kualitas pelayanan. Seluruh subvariabel memiliki nilai gap negatif, dengan rata-rata tingkat kepentingan sebesar 4,43, rata-rata tingkat kinerja sebesar 3,99, gap rata-rata sebesar -0,44, dan tingkat kesesuaian sebesar 89,98%. Pemetaan IPA menempatkan empat subvariabel pada Kuadran I, yaitu keandalan pengelolaan fasilitas, ketersediaan parkir, kenyamanan aktivitas pengunjung, dan dukungan aktivitas literasi. Dukungan aktivitas literasi menjadi subvariabel inti dengan nilai kepentingan sebesar 4,45, kinerja sebesar 3,92, gap sebesar -0,53, dan tingkat kesesuaian sebesar 88,09%. Temuan penelitian menunjukkan adanya kesenjangan antara daya tarik sosial-digital taman dan pemanfaatan layanan literasi karena fasilitas, informasi digital, dan aktivitas sosial yang tersedia belum sepenuhnya mendorong pengunjung menggunakan fasilitas serta mengikuti kegiatan atau program aktivasi literasi. Peningkatan kepuasan pengunjung juga tidak secara otomatis meningkatkan fungsi literasi, tetapi perlu diikuti oleh keterbukaan akses, keberfungsian dan kecukupan fasilitas, kenyamanan ruang, tingkat pemanfaatan layanan, serta partisipasi dalam kegiatan atau program aktivasi literasi. Strategi yang dirumuskan mencakup aktivasi kegiatan literasi melalui petugas atau relawan, integrasi layanan fisik dan digital, pemeliharaan fasilitas terpadu, penyediaan informasi akses parkir dan jalur pedestrian kawasan, serta pengaturan ruang dan waktu kegiatan. Strategi tersebut diarahkan agar fungsi literasi hadir sebagai pengalaman nyata pengunjung, bukan sekadar identitas fisik taman.
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The literacy function of Taman Literasi Martha Christina Tiahahu has not operated optimally despite the availability of a literacy-based identity, facilities, and programs. The survey showed that 44.12% of respondents visited the park to relax, 25.49% to meet friends, and 22.55% to participate in or attend literacy activities. In addition, 78.43% of respondents visited with friends. This study aimed to formulate service quality improvement strategies to optimize the park’s literacy function based on the perceptions of Generation Z. The study employed a positivist approach using a mixed-methods design that combined qualitative and quantitative analysis. Data were collected through a Delphi process involving four experts and Likert-scale questionnaires ranging from 1 to 5 administered to 102 purposively selected Generation Z visitors. The data were analyzed using the Delphi method, Gap Score Analysis, Conformity Level Analysis, and Importance Performance Analysis. The Delphi process identified 27 service quality sub-variables. All sub-variables had negative gap scores, with an average importance score of 4.43, an average performance score of 3.99, an average gap score of -0.44, and a conformity level of 89.98%. The IPA mapped four sub-variables into Quadrant I, namely facility management reliability, parking availability, visitor activity comfort, and support for literacy activities. Support for literacy activities was identified as the core sub variable, with an importance score of 4.45, a performance score of 3.92, a gap score of -0.53, and a conformity level of 88.09%. The findings indicate a gap between the park’s social-digital appeal and the utilization of literacy services because the available facilities, digital information, and social activities have not fully encouraged visitors to use literacy facilities and participate in literacy activities or literacy activation programs. Increased visitor satisfaction does not automatically strengthen the literacy function, but must also be reflected in open access, facility functionality and adequacy, spatial comfort, service utilization, and participation in literacy activities or literacy activation programs. The proposed strategies include on-site literacy activation through staff or volunteers, the integration of physical and digital services, integrated facility maintenance, information on surrounding parking access and pedestrian routes, and the spatial and temporal management of activities. These strategies aim to ensure that literacy is experienced by visitors as an actual function of the park rather than merely as its physical identity.

Item Type:	Thesis (Other)
Uncontrolled Keywords:	fungsi literasi, Generasi Z, Importance Performance Analysis, kualitas pelayanan, THEMEQUAL. Generation Z, Importance Performance Analysis, literacy function, service quality, THEMEQUAL.
Subjects:	H Social Sciences > HT Communities. Classes. Races > HT166 City Planning--Environmental aspects
Divisions:	Faculty of Architecture, Design, and Planning > Regional and Urban Planning > 35201-(S1) Undergraduate Thesis
Depositing User:	Adinda Adinda
Date Deposited:	01 Aug 2026 01:42
Last Modified:	01 Aug 2026 01:42
URI:	http://repository.its.ac.id/id/eprint/141265

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