Service Quality Assessment of Theme Park

Abstract

Theme park is one of the most important assets in tourism industry. To maintain its existence, one of the most important things is by considering customer satisfaction. Since service quality is regarded vital due to its close connection with customer satisfaction, assessing it would be beneficial for service providers. The objective of this research is to assess the service quality of a theme park. The weighted SERVPERF combined with importance-performance analysis were used to accomplish the objective of the research. However, since the attributes in the SERVPERF are intended for assessing "general service", the attributes of THEMEQUAL - - which was developed in theme park setting - -are utilized instead. To show the applicability of the proposed method, a case study was conducted to assess the service quality of a theme park located in Jakarta, Indonesia. Result shows that the performance of the object of the research is 3.009 (of 5.000), or in the "average" state. It means that improve-ment must be made to enhance the service quality.