ANALISIS PENINGKATAN KUALITAS LAYANAN JASA DI TAMAN REKREASI TLOGOMAS

Tlogomas Recreation Park is one of the oldest tourist attractions in Malang City. The purpose of this study is to find the desired and expected services and find a scale of service attribute assessments that need to be improved based on the desires and expectations of Tlogomas Recreation Park visitors. This study uses the Quality Function Deployment (QFD) method with the House Of Quality (HOQ) matrix. Data were collected through distributing questionnaires to 100 respondents using semantic differential techniques, and analyzed with the help of SPSS. The results of this study indicate that the service has not met the desires and expectations of visitors, so it has not reached the 'good' service category, of the total 15 service quality attributes studied there are 8 attributes that need improvement. Based on the results of the analysis, 5 service quality attributes were obtained that were prioritized for improvement by Tlogomas Recreation Park