Aurelia, Zelika Anisa, Dewi Nopita, S.Par., M.Par. (2025) ANALISIS PERSEPSI WISATAWAN TERHADAP KUALITAS LAYANAN KEBUN BINATANG GEMBIRA LOKA YOGYAKARTA BERDASARKAN DIMENSI SERVQUAL. Tugas Akhir thesis, Universitas Teknologi Yogyakarta.
![[img]](http://eprints.uty.ac.id/style/images/fileicons/text.png) |
Text
5202011004_Zelika Anisa Aurelia_Abstrak.pdf Download (121kB) |
Abstract
This study aims to analyze tourists’ perceptions of service quality at Gembira Loka Zoo in Yogyakarta using the SERVQUAL five-dimensional approach, which includes tangibles, reliability, responsiveness, assurance, and empathy. This qualitative research employed various data collection techniques, including observation, in-depth interviews, and documentation. Informants were selected through purposive and snowball sampling methods, involving four tourists from diverse backgrounds. The results indicate that tourists’ perceptions are generally positive, particularly in the dimensions of reliability and assurance, which reflect consistent service and a sense of safety during their visits. The tangibles dimension received favorable ratings from most informants; however, some criticisms were noted regarding cleanliness and certain physical facilities. Responsiveness exhibited the greatest variation in assessments, with one informant reporting that staff were unresponsive. The empathy dimension received a relatively positive rating; however, additional training is necessary to improve staff attitudes. This study recommends enhancements in cleanliness, an increase in staff numbers, the provision of adequate rest facilities, and the implementation of service attitude training. These findings aim to inform management strategies that enhance service quality and improve the overall visitor experience.
| Item Type: | Thesis (Skripsi, Tugas Akhir or Kerja Praktek) (Tugas Akhir) |
|---|---|
| Uncontrolled Keywords: | Tourist Perception, Service Quality, SERVQUAL, Zoo, Gembira Loka, Tourism |
| Subjects: | G Geography. Anthropology. Recreation > GV Recreation Leisure |
| Divisions: | Fakultas Bisnis dan Humaniora > D4 Destinasi Pariwisata |
| Depositing User: | Prodi Pariwisata Diploma |
| Date Deposited: | 10 Oct 2025 04:41 |
| Last Modified: | 10 Oct 2025 04:41 |
| URI: | http://eprints.uty.ac.id/id/eprint/19302 |
Actions (login required)
 |
View Item |
