KUALITAS PELAYANAN DI MUSEUM PENDIDIKAN SURABAYA

Corindra, Pranawa Wu (2022) KUALITAS PELAYANAN DI MUSEUM PENDIDIKAN SURABAYA. D4 thesis, Poltekpar NHI Bandung.

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Abstract

ABSTRACT When traveling, many tourists look for evidence of local history and culture. These tourists are called cultural tourists, the main purpose of cultural tourists is to visit historical places including museums. The success of the museum is closely related to the experience of the quality of service provided by the museum. The Surabaya Education Museum is a newly built museum at the time of this research but has had some unfavorable reviews on Google Maps Review and through some personal experience. Therefore, this study will focus on the quality of services at the Surabaya Education Museum. Measurement of museum service quality in this study uses a descriptive quantitative approach with a derivative method of SERVQUAL (Service Quality) namely HISTOQUAL (History Quality) which was coined by Frochot and Hughes in 2000 and has five dimensions, namely tangible, empathy, responsiveness, communication, and consumables. From the distribution of questionnaires to 100 respondents, the research results obtained that the quality of service at the Surabaya Education Museum got an average value of 3.84 which indicates quality, the dimension that affects the value is tangible with a value of 4.17 which is included in quality category, and the dimension that has the lowest value is consumables with a value of 3.01 which is included in the scale of sufficient quality. This study recommends evaluating the consumable dimension that will be sold to visitors such as food, drinks, and merchandise. One of the other recommendations is to add more collection in the colonial area because the visitors felt it is to limited the c. This recommendation is intended so that the quality of service provided by the museum can make visitors get maximum service.

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