KUALITAS PELAYANAN JASA TRANSPORTASI SHUTTLE WISATA SI THOLE BERDASARKAN PERSEPSI WISATAWAN DOMESTIK

DEWO SURYO PAWEKAS, Fahmi Prihantoro, S.S., M.A.

2020 | Skripsi | S1 PARIWISATA

Si Thole merupakan penyedia jasa transportasi berupa shuttle wisata yang didirikan pada 25 November 2014. Si Thole beroperasi di bawah koperasi Forum Komunitas Kawasan Alun-alun Utara (FKAAU). Selama beroperasi, jumlah penumpang Si Thole terhitung dari bulan Juli 2018 hingga Agustus 2019 yaitu sebanyak 119.140 orang. Keberadaan Si Thole menjadi inovasi baru dalam bidang pelayanan shuttle wisata untuk mempermudah mobilitas wisatawan domestik maupun mancanegara mengunjungi objek wisata di kawasan Alun-alun Utara. Adanya transportasi penunjang kegiatan pariwisata dapat berpengaruh positif terhadap persepsi wisatawan domestik maupun mancanegara mengenai kualitas pelayanan khususnya pada bidang transportasi. Maka dari itu, penelitian ini bertujuan untuk mengetahui persepsi wisatawan domestik terhadap kualitas pelayanan Si Thole. Jenis penelitian ini adalah kuantitatif deskriptif dengan melakukan survei kepada 100 wisatawan domestik untuk mengetahui persepsi terhadap kualitas pelayanan Si Thole. Metode pengumpulan sampel menggunakan simple random sampling untuk memperoleh sampel tanpa memperhatikan strata yang ada di dalam populasi. Data yang sudah diperoleh kemudian dianalisis dengan lima tahapan yaitu, pengorganisasian dan editing data, memilah jenis-jenis variabel maupun dimensi, memasukkan data yang telah dikumpulkan pada komputer, analisis data, dan interpretasi data. Hasil analisis pada penelitian ini menunjukkan bahwa wisatawan domestik memiliki persepsi baik dengan nilai rata-rata 3,00 dari skala 4,00, namun masih ditemukan berbagai kekurangan berdasarkan jawaban yang dipilih oleh responden.

Si Thole is a tourism shuttle which provides transportation service since it has been established on November, 25th 2014. Si Thole is operated under Cooperation of Alun-Alun Utara's Community Forum (FKAAU). Under its management, the number of Si Thole's passengers counted from July 2018 until August 2019 has reached 119.140. Si Thole's existence in tourism sector has become a new innovation for tourism shuttle service as it can help the domestic and foreign tourists mobility to visit the tourism objects around Alun-Alun Utara. The availability of this transportation service as tourism facilities reinforcement can bring positive impacts on domestic and foreign tourists perception on the quality of tourism services, specifically on transportation's service. In consequence, this research is aimed to understand the domestic tourist's perceptions on Si Thole's quality service. This research is classified into descriptive quantitative research as it was employed into 100 domestic tourists to understand about their perspectives on Si Thole's quality service. Furthermore, simple random sampling method is applied to collect the sample without considering the hierarchy upon the population. In addition, these collected data will be analyzed into five steps, for instance: assembling and editing data, classifying variable and dimension's categorizations, inputting the data which have been collected in the computer, analyzing data, and interpreting the data. This research discovers that domestic tourists have good perception based on its average value which ranged 3,00 out of 4,00 scale, however there are still several inefficiencies found in the respondent's answers.

Kata Kunci : Si Thole, shuttle wisata, persepsi, kualitas pelayanan/Si Thole, tourism shuttle, perception, quality service