Analisis Kualitas Layanan Pengunjung Pada Bisnis Rekreasi PT. Taman Impian Jaya Ancol

Service Quality is an important aspect for any recreation business. When most of companies are selling product, in Recreation Company, it sell happiness for the consumer. To measure Service quality is often harder than measuring a product quality. This thesis is using two analysis tools which are Service Quality Model from Parasuraman et. and Importance Performance Analysis from JA Martilla. Servqual contains five attributes Tangible, Responsiveness, Reliability, Assurance and Empathy. This Operation Management is choosing PT, Taman Impian Jaya Ancol (Ancol), a public company in Jakarta, Indonesia, which has recreation and resort as its core business thesis from 1964. Ancol is being observed because in the year of 2011, Ancol was had two operation incident which cause damage and dangered their visitors. This lack of operation management has cause a major decrease in their income for almost 31 Milliard rupiahs. The objectives of this thesis are to identify the gap in service quality from management with the service quality, which is expected by their consumer. and to identified which attribute has the most important factor to being recovered. This descriptive quantitative research took 220 Dunia Fantasi�s visitors for the sample. The survey was distributed at weekdays and weekend. The benefits for this research are for the company, visitor and academics to give another knowledge about service quality in Indonesian recreation industry