DOI: https://doi.org/10.9767/bcrec.5439

Persepsi Wisatawan Terhadap Objek Wisata dan Pengelolaannya di Kabupaten Toraja Utara

*Nurfaida Nurfaida  -  Natural Resources and Environmental Management Science Study Program, Postgraduate School|IPB, Bogor, Indonesia
Hadi Susilo Arifin  -  Department of Landscape Architecture, Faculty of Agriculture|IPB, Bogor, Indonesia
Santun R.P. Sitorus  -  Department of Soil Science and Land Resources, Faculty of Agriculture|IPB, Bogor, Indonesia
Eriyatno Eriyatno  -  Center for Agriculture and Rural Development Studies|IPB, Bogor, Indonesia

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Abstract
Kabupaten Toraja Utara memiliki potensi pariwisata yang dapat diandalkan sebagai daya tarik wisata, namun jika tidak dikelola dengan baik tidak dapat berkembang secara optimal. Salah satu faktor penyebab adalah kualitas layanan yang belum optimal. Makalah ini bertujuan menunjukkan hasil identifikasi persepsi wisatawan terhadap objek wisata dan pengelolaannya di Kabupaten Toraja Utara. Metode yang digunakan adalah model Servqual dan Importance Performance Analysis. Hasil menunjukkan bahwa seluruh butir pernyataan dari dimensi fisik, keandalan, daya tanggap, jaminan kepastian, dan empati bernilai negatif. Kesenjangan negatif berarti wisatawan belum merasa puas dengan kualitas layanan objek wisata. Nilai kesenjangan paling tinggi adalah “sarana kuliner yang memadai” dengan nilai -2,19 dan -1,46. Pemetaan kinerja-kepentingan untuk wisatawan nusantara menunjukkan terdapat tiga butir pernyataan pada kuadran prioritas utama, yaitu “fasilitas jalan yang memadai menuju kawasan wisata, sarana keperluan pribadi lainnya yang memadai”, dan “pengelola mampu memberikan pelayanan yang cepat”. Menurut wisatawan mancanegara, terdapat dua butir pernyataan pada kuadran prioritas utama, yaitu “sarana informasi yang memadai” dan “kebersihan kawasan wisata”. Pengelola objek wisata dapat memprioritaskan strategi pengelolaan pada perbaikan sarana kuliner, sarana keperluan pribadi, sarana informasi, fasilitas jalan, kebersihan kawasan, dan pelayanan.
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Keywords: Importance Performance Analysis; kepuasan; kesenjangan; Servqual
Funding: Lembaga Pengelola Dana Pendidikan

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