Measurement of Visitor's Satisfaction through Importance Performance Analysis (IPA) Method About Servicescape

DOI

10.2991/ictgtd-16.2017.47How to use a DOI?

Keywords

Satisfaction level, Importance Performance Analysis (IPA) Servicescape, Tourism object

Abstract

This research is motivated by the visitor's complaints about servicescape at the visitor Attraction of Ngalau Indah Cave in Payakumbuh city. The research objective was to determine the extent to which level of visitor satisfaction about servicescape Attraction in Ngalau Indah Cave in Payakumbuh, consisting of dimensions: ambient condition, spatial layout and functionality, sign, symbol, and artifacts. This research was a descriptive using quantitative data through survey method. The research population was the visitors who visited Ngalau Indah cave, Payakumbuh. Population of this research totaled 3,233 people. Sampling method used is non-probability sampling, with the kind of purposive sampling. The number of samples in this research amounted to 100 respondents. Data collection is done by distributing questionnaires using Likert scale that has been tested for validity and reliability. Furthermore, the data were analyzed through descriptive analysis Importance Performance Analysis (IPA) and categorizing the level of satisfaction based on four quadrant Cartesian diagram. The research concluded that the level of visitor satisfaction about servicescape Attraction in Ngalau Indah Cave, Payakumbuh city in general as much as 35.72% of visitors expressed great satisfaction. While based on the dimensions servicescape namely: 1) ambient condition, as many as 50% of visitors expressed great satisfaction. 2) spatial layout and functionality, as much as 40% of visitors expressed great satisfaction. 3) sign, symbol, and artifacts, as much as 20% of visitors expressed great satisfaction.

Copyright

© 2017, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Pasaribu Pasaribu
AU  - Waryono Waryono
AU  - Ronaldi Saputra
PY  - 2016/11
DA  - 2016/11
TI  - Measurement of Visitor's Satisfaction through Importance Performance Analysis (IPA) Method About Servicescape
BT  - Proceedings of the International Conference on Tourism, Gastronomy, and Tourist Destination (ICTGTD 2016)
PB  - Atlantis Press
SP  - 242
EP  - 244
SN  - 2352-5428
UR  - https://doi.org/10.2991/ictgtd-16.2017.47
DO  - 10.2991/ictgtd-16.2017.47
ID  - Pasaribu2016/11
ER  -