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Evaluasi Kualitas Pelayanan Jasa Kepariwisataan dengan Metode SERVQUAL dan QFD

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  • Junaedi, Didi

    (Universitas Mercu Buana)

Abstract

Kasepuhan Palace Cirebon tourism services participate to build the economy of the country, especially the city of Cirebon. Therefore, in order to further increase the number of visits, the service quality should be improved. Using SERVQUAL method, can know the perception of service quality kasepuhan palace Cirebon. Measuring the quality of services performed on five dimensions that is tangible, responsiveness, assurance, reliability, and empathy. The results of this study showed that all of the dimensions are still not as expected visitors. Improvement starting from the dimensions of responsiveness that has the smallest SERVQUAL score. QFD can be analyzed using improvement priorities according to customer needs. The most important priority that needs to be adequate hygiene team, demolition charges, as well as the renovation and restoration. Overall it can be proposed for improving services such as: improvement of operational systems, improvements and additions to the facility, the addition of human resources and training. Limitations in this study is only the first phase HOQ.

Suggested Citation

  • Junaedi, Didi, 2018. "Evaluasi Kualitas Pelayanan Jasa Kepariwisataan dengan Metode SERVQUAL dan QFD," OSF Preprints 7zm8h, Center for Open Science.
    • Handle: RePEc:osf:osfxxx:7zm8h
    DOI: 10.31219/osf.io/7zm8h
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