Studi Kepuasan Pengunjung Dalam Perspektif Kualitas Layanan dan Fasilitas: Kasus Kolam Renang Telago Ratu Kota Baru, Jambi

Abstract

This study aims to identify the level and factors influencing visitor satisfaction at Telago Ratu Swimming Pool, Kotabaru Jambi. The research employed a qualitative method, with data collection techniques carried out through interviews and direct observation. Qualitative research is an approach used to examine phenomena in a natural setting, where the researcher acts as the key instrument. Data collection was conducted using triangulation (a combination of techniques), data analysis was inductive, and the results of qualitative research emphasize meaning rather than generalization. The findings indicate that cleanliness, facilities, ticket prices, comfort, and staff services are the main indicators of visitor satisfaction. Throughout 2024, the swimming pool recorded a total of 323,200 visitors, reflecting its popularity as a recreational destination. The study highlights that while affordable pricing and overall services contribute positively to visitor experiences, improvements are still needed in specific areas, particularly the condition of the changing and shower facilities.This research is expected to provide valuable input for the management of Telago Ratu Swimming Pool in their efforts to enhance service quality and upgrade supporting facilities, thereby increasing overall visitor satisfaction and loyalty.