ANALISIS KEPUASAN PELAYANAN BAGI PELANGGAN DI OBYEK WISATA TAMAN MARGA SATWA MANGKANG

Abstract

This research aims is to describe the level of service satisfaction for
customers in the State Highways Animal Sights Mangkang. The study used a
descriptive quantitative research or design that is mixed between qualitative with
quantitative to measure customer satisfaction in service for Marga Park Animal
Sights Mangkang. The sample of this study is 150 respondents. Data analysis
technique uses the Community Satisfaction Index.
The findings of the research show that the overall performance quality of
service to customers in the State Highways Animal Sights Mangkang be
categorized either. However, some aspects still need to be repaired, although
some other aspects have shown good performance.
Some aspects of the performance are good, they are: Disclosure of
information about service procedures, clarity of line role in the procedure of
service, simplicity of procedures, identity assurance, and responsibilities of care
workers, workers in providing service Honesty, Courtesy and friendliness of
service personnel, Respect and appreciation officer with the public, details of
service charges Clarity, Clarity service schedule.
Then the other aspects that still need to be improved performance include:
easy to find / contact the service personnel, certainty responsible of ministry
officials, Reliability schedule service, cleanliness and neatness of the
environment, availability of service facilities, modern and completeness of
facilities and infrastructure, security neighborhood services, security facilities
and services are used, the security against risks resulting from the implementation
of the service.