ABSTRAK

Peningkatan jumlah wisatawan di Telaga Ngebel pada tahun 2022 mencapai 31%, dapat diartikan bahwa Telaga Ngebel diminati banyak wisatawan. Dalam hal ini Pemkab Ponorogo dan Disbudparpora memilik peran yang sangat besar karena telah memfasilitasi kelengkapan sarpras wisata di Telaga Ngebel. Terjaganya lingkungan dan alam di Telaga Ngebel akan memberikan kepuasan tersendiri bagi wisatawan. Maka dari itu, daya tarik objek wisata Telaga Ngebel terus ditingkatkan agar kepuasan wisatawan semakin bertambah dan menambah ketertarikan wisatawan untuk berkunjung. Tujuan penelitian ini adalah untuk menganalisis tingkat kepuasan wisatawan terhadap daya tarik obyek wisata Telaga Ngebel Kecamatan Ngebel. Tujuan penelitian ini adalah untuk menganalisis tingkat kepuasan wisatawan terhadap daya tarik obyek wisata Telaga Ngebel Kecamatan Ngebel.

Jenis penelitian menggunakan metode Service Quality dengan dimensi tangibles, reliability, responsive, assurance dan empathy. Penelitian ini berlokasi di objek wisata Telaga Ngebel Kabupaten Ponorogo. Populasi dalam penelitian ini adalah wisatawan yang berkunjung di Telaga Ngebel. Pengambilan sampel dengan cara Accidental dengan jumlah sampel tidak terbatas tergantung pada pengunjung yang ditemui dan bersedia memberi informasi terkait kepuasan wisatwan, dan jumlah responden yang diterima setelah pengisian kuesioner yaitu 50 responden. Teknik pengambilan data dilakukan dengan observasi, penyebaran kuesioner, dan telaah pustaka. Analisis data yang digunakan yaitu analisis deskriptif kuantitatif.

Hasil skor kepuasan wisatawan yang diambil dari hasil kuesioner menunjukkan bahwa wisatawan setuju terhadap pemandangan (44%),  kerapian tatanan stan (44%), kelengkapan fasilitas (68%), pelayanan staff pintu masuk (42%), informasi tentang objek wisata Telaga Ngebel (42%), kebersihan (56%), keamanan dan kenyamanan (46%), keramahan pedagang (56%) dan staff (54%). Namun kepuasan wisatawan netral terhadap pelayanan staff wahana air (60%) dan respon perbaikan infrsatruktur jalan (56%). Hasil perhitungan Servqual olahan Skala Likert, total skor tingkat kepuasan wisatawan yaitu 2029, dengan rata-rata 20%. Skor tertinggi dalam Servqual yaitu Tangibles dengan perolehan skor 568 (28%). Sedangkan skor terendah Servqual yaitu Responsiveness dengan perolehan skor 334 (16,5%).

Kata Kunci: Kualitas Pelayanan, Kepuasan Wisatawan, Telaga Ngebel

ABSTRACT

The increase in the number of tourists at Ngebel Lake in 2022 will reach 31%, which means that Ngebel Lake is in great demand by tourists. In this case the Ponorogo Regency Government and Disbudparpora have a very big role because they have facilitated the completeness of tourist infrastructure at Ngebel Lake. The preservation of the environment and nature at Ngebel Lake will provide satisfaction for tourists. Therefore, the attractiveness of the Ngebel Lake tourist attraction continues to be improved so that tourist satisfaction increases and increases tourist interest in visiting. The purpose of this study was to analyze the level of tourist satisfaction with the attractiveness of the Ngebel Lake tourist attraction, Ngebel District. The purpose of this study was to analyze the level of tourist satisfaction with the attractiveness of the Ngebel Lake tourist attraction, Ngebel District.

This type of research uses the Service Quality method with the dimensions of tangibles, reliability, responsiveness, assurance and empathy. This research is located in the Ngebel Lake tourist attraction, Ponorogo Regency. The population in this study were tourists visiting Ngebel Lake. Accidental sampling with an unlimited number of samples depending on the visitors who were met and willing to provide information related to tourist satisfaction, and the number of respondents received after filling out the questionnaire was 50 respondents. Data collection techniques were carried out by observation, distributing questionnaires, and reviewing the literature. The data analysis used is quantitative descriptive analysis.

The results of the tourist satisfaction score taken from the results of the questionnaire show that tourists agree with the view (44%), the neatness of the booth arrangement (44%), the completeness of the facilities (68%), the service of the entrance staff (42%), information about the Ngebel Lake tourist attraction (42%), cleanliness (56%), safety and comfort (46%), friendliness of traders (56%) and staff (54%). However, tourist satisfaction is neutral towards watercraft staff services (60%) and response to road infrastructure improvements (56%). The results of Servqual calculations processed on the Likert Scale, the total score for the level of tourist satisfaction is 2029, with an average of 20%. The highest score in Servqual is Tangibles with a score of 568 (28%). While the lowest Servqual score is Responsiveness with a score of 334 (16.5%).

Keywords: Service Quality, Tourist Satisfaction, Ngebel Lake