Analisis Kualitas Pelayanan di PT Ma’ali Wisata Tour & Travel Haji dan Umroh dengan Metode Importance Performance Analysis (IPA) di Kota Martapura

Nor Amalia; Akhmad Hulaify; Abdul Wahab

doi:10.61132/santri.v3i3.1402

Authors

Nor Amalia Universitas Islam Kalimantan Muhammad Arsyad Al-Banjari Banjarmasin
Akhmad Hulaify Universitas Islam Kalimantan Muhammad Arsyad Al-Banjari Banjarmasin
Abdul Wahab Universitas Islam Kalimantan Muhammad Arsyad Al-Banjari Banjarmasin

DOI:

https://doi.org/10.61132/santri.v3i3.1402

Keywords:

Service Quality, Tourism, Importance Performance Analysis

Abstract

This research was motivated by statements from pilgrims who had received the services of PT Maali Wisata Kota Martapura who felt very satisfied and trusted in the services provided such as facilities, individual services and accommodation, but there were no assessment ratings that had not been filled in on Google Maps. As for the problem formulation that has been carried out using the science method from Cartesian diagrams, it was found that there are variables that must be prioritized and paid attention to, and actions that need to be taken by paying attention to the variables of reliability and responsiveness, while the aim of this research is to find out the formulation of the problem that will be studied in this research. , this type of research involves direct involvement in the field (field research) with a descriptive quantitative approach which is not to test certain hypotheses, the testing method uses Validity, Reliability tests, and the IPA method or Cartesian diagrams (population 3,818, sample 97 respondents and Importance/interest instruments ( X) Performance/performance (Y)). As a result of research using the Importance Performance Analysis (IPA) method, it is known that the level of importance that needs to be considered and prioritized is the reliability and responsiveness variables. At the performance level, the variables that need to be leveled are responsiveness and tangibles.

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