ABSTRAK
SYAFIRA PUTRI ANJANI. NIM 2020110092. Pengaruh Kualitas Pelayanan
Terhadap Kepuasan Pengunjung Museum Seni Rupa dan Keramik Jawa Barat.
Dibawah bimbingan Bapak M.Sambas,SE,MM.
Kualitas pelayanan yang baik sangat penting untuk memenuhi rasa kepuasan
pengunjung Museum Seni Rupa dan Keramik. Namun masih terdapat keluhan yang
dialami pengunjung pada saat berkunjung Museum Seni Rupa dan Keramik. Tujuan
dari penelitian ini adalah untuk menganalisis Kualitas pelayanan terhadap kepuasan
pengunjung Museum Seni Rupa dan Keramik.Metode kuantitati. Teknik
pengumpulan data menggunakan servei, menyebarkan kuesioner dengan Teknik
purpose sumpling dengan jumlah populasi 100 responden yaitu responden yang
pernah mengunjungi Museum Seni Rupa dan Keramik dengan menggunakan Google
form. Lalu, dilanjutkan dengan analisis regresi linear sederhana. Hasil penelitian
menunjukan bahwa Museum Seni Rupa dan Keramik memiliki kualitas pelayanan
yang baik dengan mendapatkan nilai rata-rata sebesar 4,06. Adapun nilai rata-rata
kepuasan pengunjung yang dimiliki Museum Seni Rupa dan Keramik sebesar 4,21.
Maka, hasil yang didapat ialah terdapat pengaruh signifikan antara Kualitas
pelayanan terhadap kepuasan pengunjung Museum Seni Rupa dan Keramik terdapat
juga adanya pengaruh positif antara variabel X dan Y.
Kata kunci: Kualitas Pelayanan, Kepuasan Pengunjung, Museum Seni Rupa dan
Keramik
ABSTRACT
SYAFIRA PUTRI ANJANI, NIM 2020110092 The Influence of Service Quality on
Visitor Satisfaction at the West Jakarta Fine Arts and Ceramics Museum, Under the
guidance of Mr.M. Sambas, SE, MM.
Good quality service is very important to fulfill the sense of satisfaction of visitors to
the Fine Arts and Ceramics Museum. However, there are still complaints
experienced by visitors when visiting the Fine Arts and Ceramics Museum. The aim
of this research is to analyze service quality on visitor satisfaction at the Fine Arts
and Ceramics Museum. The method used is a quantitative method. Data collection
techniques used surveys, distributing questionnaires using purposive sumpling
techniques with a population of 100 respondents, namely respondents who had
visited the Museum of Fine Arts and Ceramics using Google form. Then proceed
with simple linear regression analysis. The results of the research show that the Fine
Arts and Ceramics Museum has quite good service quality by obtaining an average
score of 4.06 and the average satisfaction score for visitors to the Fine Arts and
Ceramics Museum is 4.2, which means that respondents are quite satisfied. services
provided. So, the results obtained are that there is a significant influence between
service quality on visitor satisfaction at the Fine Arts and Ceramics Museum, there is
also a positive influence between variables X and Y.
Keywords: Service Quality, Visitor Satisfaction, Fine Arts and Ceramics Museum
