Factors Affecting the Ragunan Zoo Visitors’ Satisfaction

Abstract

Jakarta is one out of ten cities in the world whose tourism sector has improved rapidly, based on the study conducted by World Travel and Tourism Council (WTTC) in 2017. Many tourism places can be found in Jakarta. One of the tourism places, which is quite well known, is Ragunan Zoo. The present study was aimed at investigating the impacts of factors of product quality, service quality, emotional, price and cost towards the visitors of Ragunan Zoo’s satisfaction. The method employed in the study was descriptive qualitative method. The sample collecting technique was purposive sampling, consisting of 100 respondents who have visited Ragunan Zoo. The data collection method was conducted by administering a questionnaire by using Likert scale and was analyzed by using SPSS application.  The present study utilized answer index analysis. The result of the answer index analysis showed that the quality of product, the quality of service, the emotional factor, the price, and the cost factors reached the account of 77,156 and showed that the visitors of Ragunan Zoo’s satisfaction was high.