Electronic Theses and Dissertation

Penelitian ini bertujuan untuk mengevaluasi kualitas pelayanan dan merumuskan strategi peningkatan pelayanan di taman hutan kota langsa melalui integrasi metode service quality (servqual), importance performance analysis (ipa), dan theory of inventive problem solving (triz). metode servqual digunakan untuk mengidentifikasi kesenjangan antara persepsi kinerja dan harapan pengunjung terhadap lima dimensi kualitas pelayanan. hasil analisis menunjukkan bahwa seluruh dimensi servqual memiliki nilai gap negatif, dengan kesenjangan terbesar terdapat pada dimensi responsiveness, reliability, assurance, dan tangibles, yang mengindikasikan bahwa pelayanan belum memenuhi harapan pengunjung. selanjutnya, metode ipa digunakan untuk memetakan tingkat kepentingan dan kinerja atribut pelayanan. hasil pemetaan menunjukkan lima atribut prioritas utama yang berada pada kuadran i, yaitu sistem keluhan terstruktur, ketersediaan signage dan peta informasi, pos informasi wisata, kebersihan dan manajemen area wisata, serta kompetensi petugas. untuk merumuskan solusi perbaikan yang inovatif dan aplikatif terhadap atribut prioritas tersebut, metode triz digunakan dalam menyelesaikan kontradiksi teknis yang muncul. analisis triz menghasilkan beberapa prinsip inventif, yaitu preliminary action, universality, segmentation, self-service, dan copying, yang diterjemahkan ke dalam rekomendasi perbaikan berupa penyediaan sistem keluhan berbasis qr-code dan kotak saran, penataan signage dan peta informasi di titik strategis, pembangunan pos informasi wisata, penerapan jadwal kebersihan terstruktur dan pengelolaan tempat sampah, serta pelatihan petugas berbasis praktik dengan dukungan media digital. integrasi ketiga metode ini menghasilkan kerangka analisis yang komprehensif dan aplikatif dalam mendukung peningkatan kualitas pelayanan dan pengelolaan pariwisata perkotaan yang berkelanjutan.

This study aims to evaluate service quality and propose improvement strategies for Langsa Urban Forest Park by integrating the Service Quality (SERVQUAL), Importance–Performance Analysis (IPA), and Theory of Inventive Problem Solving (TRIZ) methods. SERVQUAL was used to identify gaps between visitors perceptions and expectations across five service quality dimensions. The results show that all SERVQUAL dimensions have negative gap values, indicating that the services provided have not fully met visitors expectations, particularly in the dimensions of responsiveness, reliability, assurance, and tangibles. Furthermore, IPA was applied to analyze the relationship between the importance and performance of service attributes. The results indicate that five attributes are categorized in Quadrant I (high importance and low performance), namely a structured complaint system, clear signage and information maps, the availability of tourist information centers, cleanliness and area management, and staff competence. To address these priority attributes, TRIZ was employed to generate innovative and applicable improvement solutions. The TRIZ analysis produced several inventive principles, including preliminary action, universality, segmentation, self-service, and copying, which were translated into practical recommendations such as implementing a QR-code–based complaint system, improving signage and information maps at strategic locations, establishing tourist information centers, implementing structured cleaning schedules and centralized waste management, and providing practice-based staff training supported by digital media. The integration of these methods offers a systematic and applicable framework for improving service quality and supporting sustainable urban tourism management.