ANALISIS TINGKAT KEPUASAN PENGELOLAAN OBYEK WISATA SITU WANGI PASCA REVITALISASI

Zahra Daniar Sari, Dra. Ike Yuli Andjani, M.Si.

2025 | Tugas Akhir | D4 Manajemen dan Penilaian Properti

Objek wisata Situ Wangi yang berlokasi di Kecamatan Kawali, Kabupaten Ciamis merupakan salah satu destinasi wisata alam yang menawarkan pemandangan dan ketenangan danau alami. Penelitian ini bertujuan untuk mengukur tingkat kepuasan pengunjung serta merumuskan rekomendasi pengembangan fasilitas wisata yang dapat mendukung peningkatan daya tarik Situ Wangi. Penelitian menggunakan pendekatan deskriptif kuantitatif, dengan pengumpulan data melalui kuesioner kepada 120 responden, wawancara, observasi lapangan, dan kajian literatur. Metode analisis data yang digunakan meliputi Customer Satisfaction Index (CSI), Importance Performance Analysis (IPA), dan benchmarking dengan objek wisata serupa. Hasil perhitungan CSI menunjukkan bahwa tingkat kepuasan pengunjung terhadap Situ Wangi berada pada angka 63,31%, yang termasuk dalam kategori puas. Berdasarkan analisis IPA,  terdapat 8 variabel pada kuadran I (Concentrate Here) yang perlu menjadi prioritas peningkatan, yaitu peningkatan promosi, kemudahan informasi, tempat makan dan kenyamanannya, tata letak fasilitas, ketersediaan tempat sampah, kondisi jalan menuju tempat wisata, ketersediaan transportasi umum, dan ketersediaan petunjuk arah. Sementara itu, benchmarking menunjukkan bahwa Situ Wangi masih dapat ditingkatkan melalui penghidupan kembali wahana yang telah berhenti, perbaikan jalan, peningkatan standar pelayanan, keterlibatan Pokdarwis dan UMKM lokal, menambahan aktivitas seperti festival dan papan edukasi, serta penambahan paket wisata. Hasil dari penelitian ini menghasilkan sejumlah rekomendasi strategis pengembangan, yang diharapkan mampu mendorong Situ Wangi menjadi destinasi wisata unggulan di Kabupaten Ciamis.

Situ Wangi located in Kawali District, Ciamis Regency, is a natural tourism destination known for its scenic landscape and tranquil lake environment. This study aims to assess visitor satisfaction and propose strategic recommendations for the development of tourism facilities to enhance the attractiveness of Situ Wangi. A quantitative descriptive approach was employed, utilizing data collected through questionnaires distributed to 120 respondents, along with interviews, field observations, and a literature review. The analytical methods applied include the Customer Satisfaction Index (CSI), Importance-Performance Analysis (IPA), and benchmarking against comparable tourist attractions. The results indicate that the CSI score for Situ Wangi is 63.31%, which falls into the satisfied category. Based on the IPA, there are eight variables in Quadrant I (Concentrate Here) that need to be prioritized for improvement, namely promotion, availability of information, dining facilities and comfort, facility layout, availability of trash bins, road conditions leading to the site, availability of public transportation, and availability of directional signage. Meanwhile, the benchmarking analysis indicates that Situ Wangi can still be improved by revitalizing non-operational attractions, repairing road access, enhancing service standards, increasing the involvement of local tourism awareness groups (Pokdarwis) and MSMEs, adding activities such as festivals and educational boards, as well as developing tourism packages. The findings of this study generate several strategic development recommendations, which are expected to encourage Situ Wangi to become a leading tourism destination in Ciamis Regency.

Kata Kunci : Situ Wangi, Atribut Wisata, Customer Satisfaction Index (CSI), Importance Performance Analysis (IPA), Benchmarking