TINGKAT KEPUASAN PENGUNJUNG TERHADAP PELAYANAN OBJEK WISATA HUTAN PINUS PANGO-PANGO, KABUPATEN TANA TORAJA

Abstract

Pine Forest Tourism was a tourist area that offers views of expanse of pine trees. Pango-Pango Pine
Forest Tourism is located in the sub-district/Village of Pasang, South Makale District. This tourist
object is very popular because you can enjoy the beauty of the country above the clouds, agro-tourism,
outbound and camping spots. Satisfaction was a person's feelings of pleasure or disappointment that
arise from comparing a product's perceived performance (or results) against their expectations. The
sample used in this study amounted to 100 respondents. Respondents' responses were collected by giving
questionnaires to visitors to tourist attractions with a predetermined number and characteristics of
respondents. Data processing was carried out using the customer satisfaction index (CSI) and
importance performance analysis (IPA) methods. The steps of this research included field studies,
literature studies, problem formulation, goal setting, variable identification, data collection,
determining the number of samples, validity and reliability tests, determining the value of satisfaction
with the CSI method, determining the importance level of satisfaction attributes with the IPA method,
analysis and discussion as well as conclusions and suggestions. The results of data processing showded
that the level of visitor satisfaction with the services of the Pango-Pango pine forest tourist attraction
is 85.85% or is at a very satisfied level. Priority improvement of attributes using a Cartesian diagram
showsded that there are 6 attributes in quadrant I.