| Dunia Fantasi is the first and largest theme park in Indonesia. As time passes, other theme parks began to emerge with the latest variations and innovations. Dufan as one of the theme park should be able to improve the quality of service to maintaining existence in society. Improving the quality of service can be done by measuring customer satisfaction on the quality of service provided by using the method of Importance Performance Analysis (IPA) and Decision Making Trial and Evaluate Laboratory (DEMATEL). Based on the results of the calculation of the suitability level of the 29 statement attributes, 18 attributes were obtained which were below = 82.17%. In the IPA method on the first quadran obtained 7 attributes that are not in accordance with consumer expectations and need to be repaired immediately. The sequence of attribute improvements in the main priority quadrant is based on the highest priority level based on DEMATEL method: 1) The reliability of the officer in facilitating the technical service, 2) The ability of the officers in using the tools in the service process, 3) Responding to every customer / applicant who wants to get service, 4) Technical capability of service officer, 5) Concern of officer, 6) Convenience of service place, 7) Convenience in service processed. This customer satisfaction can be achieved by improving the reliability of officers in technical services. |