PERBAIKAN KUALITAS PELAYANAN JASA KEPARIWISATAAN DENGAN METODE SERVQUAL DAN QFD (Studi Kasus di Keraton Kasepuhan Kota Cirebon)

Abstract

Abstract. Kasepuhan Palace Cirebon tourism services participate to build the
economy of the country, especially the city of Cirebon. Therefore, in order to
further increase the number of visits, the service quality should be improved.
Using SERVQUAL method, can know the perception of service quality
kasepuhan palace Cirebon. Measuring the quality of services performed on five
dimensions that has tangible, responsiveness, assurance, reliability, and empathy.
The results of this study showed that all of the dimensions are still not as expected
visitors. The Improvement starts from the dimensions of responsiveness that have
the smallest SERVQUAL score. QFD can be analyzed using improvement
priorities according to customer needs. The most important priority that needs to
be adequate hygiene team, demolition charges, as well as the renovation and
restoration. Overall it can be proposed for improving services such as:
improvement of operational systems, improvements and additions to the facility,
the addition of human resources and training. The limitations is only the first
phase HOQ.
Keywords: Quality, SERVQUAL, QFD, Improvement, HOQ