Analysis of Facility Quality at “Kemit Forest Education” Tourism on Visitor Satisfaction

Abstract

“Kemit Forest Education” Tourism Object in Cilacap Regency is famous for its selfie locations and recreational rides in the highlands, and has an educational element. In 2019, this destination entered the top 10 in Cilacap. However, many visitors complain about the facilities provided. This study aims to measure visitor satisfaction with existing facilities and provide suggestions for improvement. By using 7 Sapta Pesona and 4A variables, and using 100 respondents based on the calculation of the Sample Linear Time Function. This study uses the Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA) methods whose results are processed using IBM SPSS Statistic 22 software, the results show a satisfaction level (CSI) of 68% (satisfied category). The results of the IPA method show that the Cartesian quadrant analysis identifies 5 attributes in quadrant I (top priority) and 4 attributes in quadrant III (low priority) that need to be improved and maintained. This can be interpreted that visitors to “Kemit Forest Education” tours are satisfied with the facilities that have been provided but have not maximized the performance provided by “Kemit Forest Education” tours.