EVALUATING TOURIST SATISFACTION AND TOURISM SERVICE USING IMPORTANCE AND PERFORMANCE ANALYSIS AT LINOW LAKE, TOMOHON
Abstract: Nowadays tourism is
one of the common things that important for economics in Indonesia. The
challenge facing today by the tourism object is how to make sure the products
and services that they provide through the performance in order to achieve the
satisfaction of tourist. There are five attributes in tourism service to
measuring the tourist satisfaction to their performance, namely: hospitality,
attraction, accessibility, infrastructure and environment. The objectives of
this research; first, are to know the importance of tourist satisfaction and
tourism service. Second, are to know the performance of tourism service and
tourist satisfaction at Linow Lake, Tomohon. The method of this research is
Importance-Performance Analysis, used to analyze the importance and performance
of tourism service to increase the tourist satisfaction on the performance of
Linow Lake, Tomohon. The result are: hospitality and infrastructure are located
in the quadrant I “concentrate here” (very important to employees, but
performance levels are fairly low); environment is located in quadrant II “keep
up the good work” (very important to employees, and at the same time has a high
level of performance in this activity); attraction and accessibility are
located in the quadrant III “low priority” (low importance and low
performance).
Keywords:
importance-performance analysis, tourism service, tourist satisfaction,
hospitality, attraction, accessibility, infrastructure, environment
Penulis: Marel Christian
Sigarlaki
Kode Jurnal: jpmanajemendd180286
