Septiardy, Bagus (2015) Peningkatan kualitas pelayanan fasilitas umum dan wahana konsenvatif di Kebun Binatang Surabaya. Undergraduate thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Kementerian Pariwisata dan Ekonomi Kreatif (Kemenparekraf) menetapkan
flora dan fauna Indonesia menjadi salah satu elemen dari “Wonderful Indonesia” pada
tahun 2013 sebagai langkah peningkatan devisa negara. Sehingga keanekaragaman
flora dan fauna yang dimiliki oleh Indonesia difasilitasi dengan adanya kebun
binatang atau taman safari sebagai habitat (kawasan pelestarian) sekaligus sebagai
obyek wisata. Salah satu kebun binatang yang dijadikan obyek wisata dan dikenal
masyarakat Kota Surabaya adalah Kebun Binatang Surabaya (KBS). Hingga tahun
2013, Kebun Binatang Surabaya masih menjadi kebun binatang yang memiliki
spesies terlengkap se-Asia Tenggara dengan jumlah spesies lebih dari 351 spesies.
Namun, dalam 5 tahun terakhir, Kebun Binatang Surabaya memiliki masalah yang
cukup serius. Hal ini ditandai dengan data jumlah pengunjung Kebun Binatang
Surabaya per tahun yang mengalami penurunan sekitar 10%. Faktor utama yang
menyebabkan ada penurunan jumlah customer ini adalah adanya penurunan kualitas
layanan. Sehingga, perlu dilakukan penelitian untuk mengidentifikasi atribut layanan
yang perlu dilakukan perbaikan, serta cara untuk meningkatkan kualitas layanan
Kebun Binatang Surabaya. Berdasarkan hasil penelitian, diperoleh 41 atribut layanan
menjadi weakness dari layanan Kebun Binatang Surabaya. Penelitian dengan model
Kano menghasilkan 18 atribut kategori must-be, 11 atribut kategori one-dimensional,
dan 12 atribut kategori attractive. Penelitian dengan model HoQ menghasilkan 24
respon teknis yang akan dijadikan pertimbangan dalam penyusunan konsep alternatif.
Penyusunan konsep alternatif menghasilkan 4 konsep, yaitu: educational one-way
route, seaworld & night zoo, modern educational zoo, dan interactive zoo. Analisis
incremental menghasilkan konsep educational one-way route menjadi konsep
perbaikan terbaik dibandingkan konsep lainnya dan do-nothing. ========== Ministry of Tourism and Creative Economic (Kemenparekraf) has defined
flora and fauna as part of “Wonderful Indonesia” in 2013. This program has an
objective to increase national income. So that, Indonesia has made zoo and safari park
to be habitat of flora and fauna. Not only for habitat of flora and fauna, but also those
zoo and safari park can be used for tourism destination. One of popular zoo that can
be used for tourism destination in Surabaya is Surabaya Zoo. Surabaya Zoo is
awarded as the most species in number in South East Asia Region until 2013. In 5
years recently, Surabaya Zoo has critical problem that identified by decreasing
number of customer continuously. Mean factor that caused the problem is decreasing
of service quality. So that, it necessary to conduct a research about identifying service
attributes that need to be improved, and identifying method to increase the service
quality. Based on the result of research, 41 service attributes have been identified as
weakness of Surabaya Zoo. The result of Kano Model is 18 attributes have been
defined as must be needs, 11 attributes have been defined as one dimensional needs,
and 12 attributes have been defined as attractive needs. The result of HoQ Model is
24 technical response have been identified to develop alternative improvement
concept. There are 4 alternative improvement concept that can be implemented to
improve service quality of Surabaya Zoo: educational one way route zoo, sea world
and night zoo, modern educational zoo, and interactive zoo. The result of incremental
analysis is educational one way route has been defined as the best concept. So that,
Surabaya Zoo can implement educational one way route zoo to improve quality
service and satisfy customer requierements.
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Additional Information: | RSI 658.834 3 Sep p 2511 100 117 |
| Uncontrolled Keywords: | pelayanan Kebun Binatang Surabaya, Service Quality, Kano Model, House of Quality, incremental analysis |
| Subjects: | H Social Sciences > HF Commerce > HF5415.335 Consumer satisfaction |
| Divisions: | Faculty of Industrial Technology > Industrial Engineering > 26201-(S1) Undergraduate Thesis |
| Depositing User: | - Davi Wah |
| Date Deposited: | 14 Mar 2019 07:11 |
| Last Modified: | 14 Mar 2019 07:11 |
| URI: | http://repository.its.ac.id/id/eprint/62505 |
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