Analisis Kualitas Pelayanan dengan Pemetaan ‘Zone of Tolerance’

Kusumawati, Herlina and Wawolumaja, Rudy (2014) Analisis Kualitas Pelayanan dengan Pemetaan ‘Zone of Tolerance’. Jurnal Zenit, 3 (1). pp. 25-44. ISSN 2252-6749

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Saung Angklung Udjo is tourism spot that provides service concerning the traditional arts of West Java. Based on the interview, Saung Angklung Udjo faces problem which is the reduction in the number of tourists, especially the local tourists. Tourist’s satisfaction and the influence of the service to the satisfaction, is measured using service mapping and double regression analysis. Accidental sampling is used as a sampling technique. The number of samples is measure with Hadari Nawawi formula. The result shows that the tourist’s are not satisfied with the service quality given but they still can accept it. Because all of the services are not satisfactory, the improvement made is based on the significance level of the service toword the overall tourist’s satisfaction. Thus, there are 8 types of service that must be improved.

Item Type: Article
Uncontrolled Keywords: Zone of Tolerance
Subjects: T Technology > TS Manufactures
Depositing User: Perpustakaan Maranatha
Date Deposited: 02 Sep 2014 08:57
Last Modified: 06 Oct 2014 02:29

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