Penerapan Pendekatan Customer - Centric dalam Pelayanan Taman Kyai Langgeng Kota Magelang

Faizatul Akmaliyah , H. Suharyanto

2015 | Skripsi | Manajemen dan Kebijakan Publik (dh. Ilmu Administrasi Negara)

ABSTRACT Managers of Taman Kyai Langgeng need to pay attention to implementation of customer-centric service by understanding what the customer want in order to fulfill customer expectation. Infrastructure and facility reparation needed to keep customer safe. Infrastructure and facility safety have impact on customer trust and satisfaction. The purpose of this is to explain the efforts of Taman Kyai Langgeng Managers in implementing service based on customer-centric approach, also the obstacle that manager has to deal when they implement customer-centric service. The method used in this research is mix method by gathering data through in depth interview with concern informant, direct observation, and also distributing form to visitors to get their opinion about service given. After that, the next step is data analysis and conclude it. Theory that underlie this research is organization transformation from product-centric to customer-centric from service management side, obstacles in customer-centric service implementation, and service management in tourism sector. Customer-centric organization will do their activity based on what customer want and try to answer what customer needs, so that organization will make effort to increase their service. To make service close to what customer want, service provider will face obstacles such as gap of perception. That obstacle based on theory gap of perception between management, officer, and customer. This research focus is Taman Kyai Langgeng, one of tourism object in Magelang. So theory that used is service management in tourism sector because service in tourism sector is different from organization that offer product or other service. The result of this research prove that Taman Kyai Langgeng Managers already implementation customer-centric service well, although there are still lack in human resource capability and infrastructure availability that already prepared to fulfill visitors expectation. Based on visitors opinion, there are some part that are still lacking in term of satisfaction, they are: officer hospitality, standard for infrastructure safety, easy to find officer, achievable of facilities position, quantity of vehicles, quantity of facilities, condition of vehicle, and condition of facilities. Based on research that already done, recomendation for Taman Kyai Langgeng Managers had better give more attention in some part that lack of satisfaction according to visitors opinion, thus the service quality increase and able to fulfill what visitors want. Also, managers able to face the gap of perception by keeping communication to reduce misunderstanding. Keyword: Pelayanan, Transformasi organisasi, Customer Centric, Pelanggan, Pariwisata, Taman Kyai Langgeng.

Kata Kunci : Pariwisata