Analisis sistem pelayanan prima untuk wisatawan di balai pelestarian situs manusia purba Sangiran

Mayta Eka Maharani, Wiedy Murtini, Cicilia Dyah Sulistyaningrum Indrawati

Abstract

Abstrak: Penelitian ini bertujuan untuk (1) menerapkan standar pelayanan prima di Balai Pelestarian Situs Manusia Purba Sangiran terhadap wisatawan, (2) mengatasi kendala yang dialami pegawai dalam memberikan pelayanan kepada wisatawan, dan (3) melakukan upaya untuk mengatasi hambatan dalam memberikan pelayanan kepada wisatawan. wisatawan. Penelitian ini menggunakan metode kualitatif dengan pendekatan studi kasus. Teknik pengumpulan data dengan observasi, wawancara, dan analisis dokumen. Hasil penelitian ini menunjukkan bahwa: 1) standar pelayanan prima di BPSMPS telah dilaksanakan sesuai pedoman yaitu Permendikbud No. 31 Tahun 2015 tentang Organisasi dan Tata Kerja Balai Pelestarian Situs Manusia Purba Sangiran dan SOP lembaga . Implementasinya adalah 1) fasilitas pelayanan yang diberikan oleh BPSMPS yaitu pelayanan pendidikan dan pelayanan museum, 2) pelayanan pegawai, setiap pegawai harus memberikan pelayanan yang maksimal, namun kenyataan di lapangan pegawai tidak berorientasi pada pelanggan, 3) pelayanan ruang display kurang tersusun rapi dan teratur. Tapi fosilnya tidak lengkap. (2) Kendala yang dialami dalam memberikan pelayanan prima di BPSMPS antara lain (a) terbatasnya fasilitas parkir dan (b) kebersihan kamar mandi BPSMPS yang masih minim. Upaya yang dilakukan untuk mengatasi kendala dalam memberikan pelayanan prima kepada wisatawan di BPSMPS antara lain (a) meningkatkan intensitas kebersihan kamar mandi dan menambah tempat parkir, (b) melakukan pembekalan sebelum memberikan pelayanan, (c) monitoring dan evaluasi.

Kata kunci: kualitatif; pengunjung; sistem layanan yang optimal

Abstract: This study aims to (1) implement excellent service standards at the Sangiran Ancient Human Site Preservation Center for tourists, (2) address the obstacles experienced by employees in providing services to tourists, and (3) make efforts to overcome obstacles in providing services to tourists. This study uses a qualitative method with a case study approach. Data collection techniques by observation, interviews, and document analysis. The results of this study indicate that: 1) the standard of excellent service at BPSMPS has been implemented according to the guidelines, namely Permendikbud No. 31 of 2015 concerning the Organization and Work Procedure of the Sangiran Ancient Human Site Preservation Center and the institution's SOPs. The implementation is 1) service facilities provided by BPSMPS, namely educational services and museum services, 2) employee services, each employee must provide maximum service, but the reality in the field is that employees are not customer oriented, 3) display room services are arranged in a neat and orderly manner. But the fossils are incomplete. (2) The obstacles experienced in providing excellent service at BPSMPS include (a) limited parking facilities and (b) the cleanliness of BPSMPS bathrooms, which is still minimal. Efforts made to overcome obstacles in providing excellent service to tourists at BPSMPS include (a) increasing the intensity of bathroom cleanliness and adding parking spaces, (b) conducting briefings before providing services, (c) monitoring and evaluating.

Keywords: excellent service system, qualitative; visitors



Keywords

kualitatif; pengunjung; sistem layanan yang optimal; excellent service system, qualitative; visitors

Full Text:

PDF

References

Agustinova, D. E. (2015). Memahami metode penelitian kualitatif. Calpulis.

Akyar, I. (2012). Standard operating procedures (what are they good for?). Latest research into quality control, 12, 367-391.

Al Arif, M. N. (2010). Dasar-dasar pemasaran bank syariah. Alfabeta.

Chen, C., & Shi, H. (2008). A study of service quality and satisfaction for museums: Taking the national museum of prehistory as an example. The Journal of Human Resource and Adult Learning, 4(1), 159-170.

Gillani, A., Irfan, R. N. L. S., & Mehmood, Z. (2016). Examining the relationship between service excellence and customer delight: mediating role of customer satisfaction. Sci. Int.(Lahore), 28(4), 3983-3988.

Harrison, P., & Shaw, R. (2004). Consumer satisfaction and post-purchase intentions: an exploratory study of museum visitors. International Journal of Arts Management, 6(2), 23-32.

Hendarwan, H., Rosita, R., & Suriani, O. (2015). Analisis implementasi standar pelayanan minimal bidang kesehatan kabupaten/kota. Indonesian Journal of Health Ecology, 14(4), 367-380.

Liao, K. H., & Huang, I. S. (2016). Impact of vision, strategy, and human resource on nonprofit organization service performance. Procedia-Social and Behavioral Sciences, 224, 20-27..

Moenir, A. S. (2010). Manajemen pelayanan umum. Bumi Aksara.

Putra, O. A., & Rahmah, E. (2018). Pembuatan Standard Operational Procedure (SOP) Layanan Sirkulasi di Perpustakaan SMA Pertiwi 1 Padang. Ilmu Informasi Perpustakaan dan Kearsipan, 6(2), 27-35.

Scherer, R., Tondeur, J., Siddiq, F., & Baran, E. (2018). The importance of attitudes toward technology for pre-service teachers' technological, pedagogical, and content knowledge: Comparing structural equation modeling approaches. Computers in Human Behavior, 80, 67-80.

Setyobudi, I., & Bintoro, I. (2014). Konsumen dan pelayanan prima. Gava Media, 1.

Shoval, N., Kahani, A., De Cantis, S., & Ferrante, M. (2020). Impact of incentives on tourist activity in space-time. Annals of Tourism Research, 80, 102846.

DOI: https://doi.org/10.20961/jikap.v7i5.55619

Refbacks

  • There are currently no refbacks.