Kualitas Pelayanan Pariwisata dalam Meningkatkan Kunjungan Wisatawan di Gunung Sipiso-Piso Kabupaten Karo

Abstract

The purpose of this study is to determine the quality of tourism services on Mount Sipiso-Piso, know and describe the quality of tourism services in increasing tourist visits on Mount Sipiso-Piso and find out what are the inhibiting factors in improving services on Mount Sipiso-Piso. The theory used is the theory of Zeithaml, Berry and Parasuraman which put forward five indicators in seeing the quality of a service. This research uses qualitative research methods. The acquisition of information is carried out through three ways, namely observation, awawncara and documentation carried out at Mount Sipiso-Piso and at the Tourism and Culture Office of Karo Regency. This research used qualitative research methods with interview, observation and documentation data collection techniques conducted at the Tourism and Culture Office of Karo Regency and on Mount Sipiso-Piso. The research informants consisted of the Head of Tourism, Head of Tourism Development Marketing Section, Head of Tourism Destination Development Section and Tourists. The results of the analysis show that the quality of tourism services on Mount Sipiso-Piso has not been maximized. This can be seen from every indicator that has not been met by the Karo Regency Tourism and Culture Office. The most complaints from the community are about the provision of limited facilities and accessibility that still needs improvement