| NIM | H1E021015 |
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| Namamhs | AMANDA MEZZALUNA PUTRI |
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| Judul Artikel | EVALUASI KUALITAS PELAYANAN PENGUNJUNG HUTAN PINUS LIMPAKUWUS DENGAN INTEGRASI TOURISM SERVICE QUALITY, IMPORTANCE PERFORMANCE ANALYSIS DAN CUSTOMER SATISFACTION INDEX |
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| Abstrak (Bhs. Indonesia) | Hutan Pinus Limpakuwus merupakan salah satu destinasi wisata alam di Kabupaten Banyumas yang berkontribusi terhadap perekonomian lokal. Berdasarkan dari hasil observasi secara langsung didapatkan bahwa kondisi Hutan Pinus Limpakuwus masih perlu adanya peninjauan Kembali terkait dengan kurangnya perawatan pada area belakang dan juga minimnya informasi yang jelas tekait dengan beberapa spot yang sesuai dengan promosi yang diberikan. Meskipun memiliki rating rata-rata 4,6 dari 5,0 di Google Review, masih terdapat keluhan pengunjung terkait kebersihan fasilitas, ketersediaan sarana pendukung, keramahan petugas,dan pengelolaan area parkir,. Penelitian ini bertujuan untuk mengevaluasi kualitas pelayanan di Hutan Pinus Limpakuwus melalui integrasi metode Tourism Service Quality (TourServqual), Importance Performance Analysis (IPA), dan Customer Satisfaction Index (CSI). Data dikumpulkan dari 100 responden melalui kuesioner. Hasil penelitian berdasarkan dari metode Tourservqual didapatkan hasi dari Hasil penelitian menunjukkan bahwa indeks kepuasan pengunjung (CSI) sebesar 86,96%, termasuk dalam kategori Very Good, namun belum mencapai kategori Excellent. Hasil analisis IPA menunjukkan tingkat kesesuaian sebesar 76,49%, yang mengindikasikan bahwa kinerja pelayanan masih berada di bawah harapan pengunjung pada beberapa atribut. Berdasarkan analisis akar penyebab menggunakan Fishbone Diagram, diperoleh sejumlah usulan perbaikan, di antaranya penambahan jumlah petugas di area ramai pengunjung, pemeliharaan fasilitas secara berkala, penambahan tempat sampah, perbaikan jalur wisata, serta evaluasi pelayanan secara berkelanjutan. Rekomendasi ini diharapkan dapat meningkatkan kualitas pelayanan serta kepuasan dan loyalitas pengunjung Hutan Pinus Limpakuwus. |
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| Abtrak (Bhs. Inggris) | Limpakuwus Pine Forest is one of the natural tourism destinations in Banyumas Regency that contributes to the local economy. Based on direct observation, it was found that the condition of Limpakuwus Pine Forest still requires re-evaluation regarding the lack of maintenance in the rear area, as well as the lack of clear information about several spots that correspond to the promotional materials provided. Although it holds an average rating of 4.6 out of 5.0 on Google Reviews, there are still visitor complaints regarding the cleanliness of facilities, the availability of supporting amenities, staff friendliness, and parking area management. This study aims to evaluate service quality at Limpakuwus Pine Forest through the integration of the Tourism Service Quality (TourServqual) method, Importance Performance Analysis (IPA), and the Customer Satisfaction Index (CSI). Data were collected from 100 respondents through questionnaires. The research results based on the TourServqual method show that the Customer Satisfaction Index (CSI) is 86.96%, categorized as Very Good, but has not yet reached the Excellent category. The IPA analysis results show a conformity level (level of correspondence) of 76.49%, indicating that service performance is still below visitor expectations for several attributes. Based on root cause analysis using a Fishbone Diagram, several improvement proposals were obtained, including increasing the number of staff in high-traffic visitor areas, conducting regular facility maintenance, adding more trash bins, improving tourist pathways, and continuously evaluating service quality. These recommendations are expected to improve service quality as well as visitor satisfaction and loyalty at Limpakuwus Pine Forest. |
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| Kata kunci | Kualitas Pelayanan, Tourism Service Quality, Importance Performance Analysis, Customer Satisfaction Index, Hutan Pinus Limpakuwus |
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| Pembimbing 1 | Zakiyyan Zain Alkaf,S.T,,M.Sc. |
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| Pembimbing 2 | Niko Siameva Uletika,S.T.,M.Eng |
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| Pembimbing 3 | |
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| Tahun | 2026 |
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| Jumlah Halaman | 85 |
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| Tgl. Entri | 2026-08-05 11:10:13.991772 |
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