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All Journal JUPARITA: Jurnal Pariwisata Tawangmangu
Rizka Amanda Putri Matrutty
Program Studi S-1 Pariwisata, Universitas Pancasila, Jakarta
Arts Humanities Earth & Planetary Sciences Environmental Science Languange, Linguistic, Communication & Media Social Sciences

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TINGKAT KEPUASAN WISATAWAN TERHADAP KUALITAS PELAYANAN TOKYO TOWER MELALUI METODE IMPORTANCE PERFORMANCE ANALYSIS Rizka Amanda Putri Matrutty; Meizar Rusli
Jurnal Pariwisata Tawangmangu Vol 4 No 2 (2026): July 2026
Publisher : Institut Teknologi dan Bisnis Kristen Bukit Pengharapan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61696/juparita.v4i2.1156

Abstract

Service quality is an important factor in determining tourist satisfaction at tourist destinations. This study aims to determine the level of tourist satisfaction with the service quality of Tokyo Tower, based on the SERVQUAL dimensions, using the Importance-Performance Analysis (IPA) method. The SERVQUAL dimensions used include tangible, reliability, responsiveness, assurance, and empathy. This study employed a descriptive quantitative approach, with data collected through questionnaires distributed to 60 tourists who had visited Tokyo Tower. The sampling technique used was accidental sampling. Data were analyzed using validity and reliability tests, and IPA to map service attributes into four improvement-priority quadrants. The results are expected to identify service attributes that should be prioritized for improvement, maintained, or reduced based on tourists' perceptions of importance and performance. The findings can serve as an evaluation tool for Tokyo Tower management to improve service quality and enhance tourist satisfaction.
Co-Authors Meizar Rusli