Analisis Tingkat Kepuasan Pengunjung Terhadap Kualitas Pelayanan Obyek Wisata Kebun Teh Jamus Dengan Menggunakan Metode Service Quality (Servqual) Dan Importance Performance Analysis (IPA)

It is very important to measure customer satisfaction to determine the level of service quality provided to visitors so that they can maintain the sustainability of the Jamus Tea Garden tourism object. For this reason, tourism managers are required to provide maximum service in order to be able to compete with other tourism sectors. The purpose of this study was to measure the level of visitor satisfaction with the service quality of the Jamus tea garden tourism object and to provide recommendations for improvement and development of tourism objects. The analysis uses the SERVQUAL and IPA methods to get an assessment and weighting from visitors and managers. The results showed that 21 attributes have negative gaps which indicate that the services provided by the Jamus Tea Garden tourism object have not been satisfactory, so improvements are needed. Suggestions for improvements that can be recommended to the manager are by adding entry counters on weekends and holidays, investing in online ticketing system technology, adding safety signs and conducting regular monitoring, checking and cleaning of existing facilitie