التفاصيل البيبلوغرافية
| العنوان: |
Analisis Gap Harapan Dan Kinerja Berdasakan Persepsi Pengunjung Taman Nasional Way Kambas Di Lampung Timur (Studi Pada Divisi Pusat Latihan Gajah) |
| المؤلفون: |
FEBRIYANTO, F. (Febriyanto) |
| المصدر: |
Jurnal Manajemen dan Bisnis Universitas Bandar Lampung |
| بيانات النشر: |
Bandar Lampung University |
| سنة النشر: |
2011 |
| المجموعة: |
neliti (Indonesia's Think Tank Database) |
| مصطلحات موضوعية: |
Indonesia, Methods SERVQUAL, Visitor Satisfaction, Quality Service, Gap Expectations and Perceptions |
| الوصف: |
Quality is a major factor that must be owned by an institution in selling products so that customer satisfaction can be realized. Therefore, it is necessary to analyze the gap of Visitor Expectations and Perceptions of Way Kambas National Park in Lampung Timur especially in Division Elephant Training Center (PLG). The study population was large or may be infinite, because it involves the whole visitor of Way Kambas National Park Division of PLG. This study used a sample of 272 respondents, regardless of gender, income and education. The sampling technique used is convenience method. Research variables are: visitor satisfaction (expectancy) and quality of service (service quality) covering Reliability, Responsiveness, Assurance, Empathy and Tangibles. The analysis tools are Validity test, Reliability and Methods SERVQUAL with Cartesian diagram. Based on data analysis has been performed, the authors concluded that the level of quality service to the satisfaction gap is still quite large visitor. It can be seen from the results of the analysis through Cartesian diagram, based on the chart dimensions of service quality (performance) provided the manager is below the expectations of consumers or log in quadrant II (Under Action), which means that high consumer expectations for PLG attractions National Parks Way division Kambas Elephant Training Center, but the quality of service (performance) after visiting still below expectations (Under action).Kualitas merupakan faktor utama yang harus dimiliki oleh suatu institusi dalam menjual produknya sehingga kepuasan konsumen dapat terwujud. Oleh karena itu, perlu dilakukan analisis Gap Harapan dan Persepsi Pengunjung pada Taman Nasional Way Kambas Lampung Timur khususnya pada Divisi Pusat Latihan Gajah (PLG). Populasi penelitian ini adalah pupulasi besar atau dapat dikatakan tak terhingga, karena melibatkan seluruh pengkunjung Taman Nasional Way Kambas Divisi PLG. Dalam penelitian ini digunakan sampel sebanyak 272 responden tanpa membedakan jenis kelamin, pendapatan dan ... |
| نوع الوثيقة: |
article in journal/newspaper |
| وصف الملف: |
application/pdf |
| اللغة: |
Indonesian |
| Relation: |
https://www.neliti.com/publications/112597/analisis-gap-harapan-dan-kinerja-berdasakan-persepsi-pengunjung-taman-nasional-w |
| الاتاحة: |
https://www.neliti.com/publications/112597/analisis-gap-harapan-dan-kinerja-berdasakan-persepsi-pengunjung-taman-nasional-w |
| Rights: |
(c) Jurnal Manajemen dan Bisnis Universitas Bandar Lampung, 2011 |
| رقم الانضمام: |
edsbas.8C2A2569 |
| قاعدة البيانات: |
BASE |