ANALISIS PERBAIKAN KUALITAS PELAYANAN JASA PADA TIRTASANI WATERPARK

Abstract, This research examines improving the quality of services at Tirtasani Waterpark by translating customer needs (voices of customers) based on surveys through questionnaires among visitors to Tirtasani Waterpark. The population of this research is all visitors to Tirtasani Waterpark by taking a sample of 50 respondents. Voices of customers are grouped into 5 dimensions of service quality, namely Reliability, Responsiveness, Assurance, Empathy and Tangible. The results of the voices of customers are then processed using the House of Quality (HOQ) method and then obtain what technical responses are priorities for the management of Tirtasani waterpark to respond to the needs of its customers (Voices of customers).