Integrasi Model SEM, Kano, dan SWOT dalam Perumusan Strategi Kualitas Layanan (Studi Empiris di Kebun Binatang XYZ Jakarta)  

Oleh:

Sukwadi, Ronald ; Natalia, Christine ; Ching-Chow, Yang

Jenis: Article from Proceeding
Dalam koleksi: Prosiding Seminar Nasional Riset & Teknologi Terapan (Ritektra) "Teknologi Terapan dalam Upaya Meningkatkan Produktivitas dan Daya Saing Industri Nasional", Jakarta 16 - 17 Juni 2010 : Fakultas Teknik Industri, page 29-40.
Topik: SEM; Kano; Satisfaction; Loyalty
Fulltext: TI-04(~1.PDF (259.94KB)

Isi artikel

The XYZ Zoological Park of Jakarta is one of Indonesian wildlife and national parks that has been constructed throughout Jakarta for the purpose of viewing the wild animals in their natural habitat. It is of major ecological value for the preservation and propagation of the diverse Indonesian wildlife. Today, the protection status of the area does not exclude the continuation of human activities, particularly in relation to outdoor recreation activities. However, in recent years, the Zoological Park has shown signs of poor service quality, especially in the increasing of number of visitors’ complaints. The present study was conducted with the use of satisfaction and Kano questionnaires, in order to examine visitors' satisfaction and loyalty, regarding various service quality attributes for visitors and to determine Kano category of each service attribute. A total of 164 visitors were interviewed in this study. The relevant data was processed and analyzed using the structural equation model (SEM), Kano, and SWOT methodology. The emerging results focus on identifying the service attributes affecting visitors' satisfaction and loyalty level, as well as the critical attributes that the management authority of the Zoological Park must concentrate its improvement strategy.

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