Peningkatan kualitas pelayanan fasilitas umum dan wahana konsenvatif di Kebun Binatang Surabaya

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: https://repository.its.ac.id/id/eprint/62505

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