Satisfaction Analysis of Museum Bank Indonesia Visitors using Integration Importance-Performance Analysis (IPA) and Kano Model
DOI:
https://doi.org/10.31933/dijms.v5i3.2162Keywords:
Museum, Customer Satisfaction, Service Quality, Importance-Performance Analysis (IPA), Kano ModelAbstract
At In this era, museum paradigm is having a growth from traditional museum paradigm to paradigm of new museology. New museology offers active role and also participation of visitor in the Museum but new museology concept is not much implemented in Indonesian museums. By always improving service quality will improve the satisfaction of visitors which will impact on visitor’s interest or visitor’s participation towards museum. This research is intended to analyze visitor’s satisfaction towards service quality given by museum. This research is done by using non-probability sampling which is purposive sampling. Integration of Importance Performance Analysis and Kano Model is used in this research so it can analyze the satisfaction of museum visitors with 30 testing indicators. The results of this research shows that there is indicators that was not proper with visitor’s demands which is the ability of officers to explain collections and promotion that had been done. Even though those indicators influences satisfaction of museum visitors, therefore museum must do more evaluation towards its service and to follow the state of technology nowadays.
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Widiawan, K. 2004. “Mapping Supermarket Consumer Preference with Kano Method based on servqual dimension.” Journal of Industrial Engineering Kristen Petra University 6(1): 37-46.
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Wijaya, T. 2011. Quality Management Services. Jakarta: PT. Indeks
Yulianto, K, et al 2013. Impact the Quality of Service to the Satisfaction of Museum visitors. Jakarta: Ministry of education and culture.
Bremmer, H and Wikitera, K.A. 2016. “Using history for tourism or using tourism for history? Examples from Aotearoa/New Zealand.” Journal of Tourism History 8(3): 260-274.
Buljubaši?, Iva, et al. 2016. “The impact of promotion in creative industries – The case of museum attendance.” God XXIX BR 1:109-124.
Wardhani, Cahya. 2012. “Museum in Indonesia, What’s up?”. Accessed April 27, 2012. https://www.kompasiana.com/cahyawardhani/55101126a33311bc2dba8673/museum-di-indonesia-apa-kabarnya.
Carvalho, P, et al. 2014. “The Economic Performance of Portuguese Museums.” Urban Public Economics Review 20: 12-37
Effendy, K. A. 2014. “Effect Analysis of Service Quality, Price, and Promotion on Visitor Satisfaction of Museum Ronggowarsito Semarang.” Final Project. Semarang: Dian Nuswantoro University.
Fitriyani, L. D. 2013. “Application of SWOT Analysis in Brawijaya Museum Development Strategy as one of history Asset in Malang.” Scientific Journal of FEB Brawijaya University 1 (2).
Hooper and Greenhill, E. 2001. “The Educational Role of the Museum (Leicester Readers in Museum Studies).” European Journal of Archaeology 4(2): 273-278.
ICOM. 2007. ICOM Code of Ethics for Museums. Jakarta: Directorate General of Museums.
Irawan, H. 2004. 10 Principles of Customer Satisfaction: The new paradigm of customers in winning the competition. Jakarta: PT. Gramedia Jakarta
Ivanova, M. 2015. “Book review: Measuring Service Performance Practical Research for Better Quality.” European Journal of Tourism Research 9: 150.
Jung, Yuha. 2016. “Micro examination of museum workplace culture : how institutional changes influence the culture of a real-world art museum.” Museum Management and Curatorship 31(2): 159-177.
Kuo, et al. 2012. “IPA-Kano model: a New Tool for Categorizing and Diagnosing Service Quality Attributes.” Total Quality Management and Business Excellence 23(7-8):731-748.
Lupiyoadi, et al. 2001. Marketing Management Services. Jakarta:Salemba Empat
Lemeshow S, et al. 1990. Adequacy of sample size in health studies. John Wiley & Sons.
Martilla. J.A. and James. J.C. 1977. “Importance Performance Analysis.” Journal of Marketing 41: 77-79.
Masyrifah, Syarifah. 2017. “Promotion of Museum Linggam Cahaya in Lingga Regency.” Journal Online Faculty of Social and Political Sciences 4,2.
Muliadi, I.N. 2016. “Arma Management Museum as power of cultural tourism in village of ubud.” Final Project. Denpasar: Udayana Univeristy.
Nguyen B, et al. 2015. “Measuring service quality : a systematic review of literature.” International Journal of Services, Economics and Management 7(1): 24-52.
Noor A.A and Karwina. W. 2012. “Perceptions of Domestic Travelers on Service Quality Museum Geology Bandung.” Industrial Research Workshop and National Seminar.
Pai, F.Y et al. 2016. “Classifying restaurant service quality attributes by using the Kano model and IPA approach.”Total Quality Management and Business Excellence 29 (3-4): 301-328.
Parasuraman, A et al. 1988. “Servqual: a multiple item scales for measuring consumer perceptions of service quality.” Journal of Retailing 64 (1) : 12
Putri, M.P. and Rukminingsih. N. 2017. “Service Quality in Museum Kambang Putih, Tuban.” Journal of Public Administration Research 3,1.
Sihombing, H et al. 2012. “Revisited The Importance and Performance Analysis (IPA) and Kano Model for Customer Satisfaction Measurement.” Global Engineers & Technologists Review 2(1): 22-39.
Sugiyono. 2011. Qualitative and quantitative research methodology, R&D. Bandung: ALFABETA
Syarief, Y. I. 2004. “Strengthen Management of Museum: Studies on efforts to maximize Function Sri Baduga Museum of West Java.” Final Project. Depok: University of Indonesia.
Timothy, D.J. 2013. “Understanding heritage cuisines and tourism: identity, image, authenticity and change.” Journal of Heritage Tourism 8(2-3): 99-104.
Tjiptono, F. 2007. Marketing Strategy Second edition. Yogyakarta: Andi.
Trisno, W.R. 2015. “Marketing Communication Strategy in promoting the Museum Satwa Batu.” Journal Universitas Airlangga 4,(1).
Umah, R.A. 2014. “Strategy Museum Perjuangan Kota Yogyakarta to Improve Visitor Interest.” Final Project. Yogyakarta: University Negeri Yogyakarta.
Wu, et al. 2010. “An Integrated Approach of Kano's Model and Importance-Performance Analysis In Identifying Key Success Factors.” African Journal of Business Management 4(15): 3238-3250.
Widiawan, K. 2004. “Mapping Supermarket Consumer Preference with Kano Method based on servqual dimension.” Journal of Industrial Engineering Kristen Petra University 6(1): 37-46.
Wigatna, Dani. 2014. “Why Indonesians are lazy to go to museums”. Accessed August 28, 2014. https://travel.detik.com/travel-news/d-2675084/mengapa-orang-indonesia-malas-pergi-ke-museum.
Wijaya, T. 2011. Quality Management Services. Jakarta: PT. Indeks
Yulianto, K, et al 2013. Impact the Quality of Service to the Satisfaction of Museum visitors. Jakarta: Ministry of education and culture.
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Published
2024-01-17
How to Cite
Prasetya, W., & Putri. (2024). Satisfaction Analysis of Museum Bank Indonesia Visitors using Integration Importance-Performance Analysis (IPA) and Kano Model . Dinasti International Journal of Management Science, 5(3), 486–499. https://doi.org/10.31933/dijms.v5i3.2162
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