THE INFLUENCE OF PRODUCT AND SERVICE QUALITY TOWARD VISITOR’S INCREASING EFFORT (CASE STUDY OF MONUMENT PANCASILA SAKTI)

Abstract

Customer Satisfaction is something that widely, even for tourism sector. Moreover, customer satisfaction is very important to be concerned in research. It will determine the success of tourism industry, mainly for product and service. Visitors will experience that they could visit to the certain destination, they must get the satisfaction. Either product quality or service quality, or even it could get both.

There are several kinds of tourism attraction, one of them is museum. Museum in Indonesia has been experience up and down of time period. Nowadays, it is the time to museum becomes popular destination of tourism for all of society. Museum is a container for knowing the event in the past, in order that become a lesson for us in the future, take the good experience and leave the bad experience related to the past.

The aim of this research is surely for finding how far the customer satisfaction towards the museum. The Object of this research is Monument Pancasila Sakti which located at Lubang Buaya, East Jakarta. The population is Monument Pancasila Sakti visitors, from any kind of background, study, and status. This study for researching product and service quality that provides in the tourism attraction. By quantitative method and questionnaire, the result is ease in reaching the object and ease to get ticket become the highest ranks of visitor’s satisfaction. Hope through this research, other indicators could repair so that visitors more interest and could increase the number of visitor from time to time.