Measuring Visitor Satisfaction using Gap Analysis at Trans Studio Bandung, Indonesia

Abstract

Service quality is the main factor that must be owned by the company and simultaneously determines customer satisfaction. Therefore, it is necessary to analyze the gap between the perception and expectations of visitors on Trans Studio Bandung, Indonesia. The sample was ninety respondents with purposive sampling as a sampling technique, who had visited Trans Studio. Visitor satisfaction is analyzed based on the quality of Trans Studio services. Gap analysis, Customer Satisfaction Index (CSI) and the Importance Performance Analysis (IPA) method are used to analyze visitor satisfaction. The results of the gap analysis indicate that visitors feel less satisfied with the services of Trans Studio. This is shown in the negative gap value for all service attributes tested. Based on CSI, visitors are quite satisfied with the service of Trans Studio Bandung (53.07%). Overall Trans Studio service performance which obtained from the IPA method is good (76%). Limitations and recommendations are also discussed in this paper.