vi ABSTRAK
Alan Dermawan. 210110110582. 2013. Jurusan Manajemen Komunikasi, Fakultas Ilmu Komunikasi Universitas Padjadjaran. Penelitian ini berjudul
“Hubungan Antara Kualitas Pelayanan Komunikasi Museum Konperensi Asia-Afrika dengan Kepuasan Pengunjung”. Dengan dosen pembimbing utama Dr. Antar Venus, M.A.Comm dan dosen pembimbing pendamping H. Hadi Suprapto Arifin, Drs.,M.Si.
Penelitian ini bertujuan untuk mengetahui mengetahui hubungan bukti fisik komunikasi (tangible), keandalan komunikasi (reliability), ketanggapan komunikasi (responsiveness), jaminan komunikasi (assurance) dan kepedulian komunikasi (empathy) Museum Konperensi Asia-Afrika dengan kepuasan pengunjung.
Penelitian ini menggunakan metode korelasional dengan teknik analisa kuantitatif, di mana peneliti mengumpulkan dan menyusun data secara faktual, sistematis dan cermat. Metode korelasional digunakan karena dianggap sesuai untuk meneliti sejauh mana hubungan variabel kualitas pelayanan dengan variabel kepuasan pengunjung. Teknik pengumpulan data yang dilakukan adalah dengan menyebarkan kuesioner, yang disebarkan dari tanggal 11 Juni 2013 sampai 16 Juni 2013. Wawancara berstruktur dilakukan kepada dua orang narasumber: kepala seksi publikasi dan promosi museum serta pemandu museum. Observasi langsung dilakukan ke museum untuk mengamati kondisi pelayanan museum.
Objek penelitian ini adalah pengunjung yang sebelumnya melakukan reservasi kunjungan ke Museum Konperensi Asia-Afrika pada minggu ketiga bulan Juni 2013, yang terdiri dari pelajar, mahasiswa, serta anggota organisasi pemerintah/swasta/masyarakat dan didapatkan jumlah populasi untuk penelitian ini yaitu sebesar 1533 orang. Sampel yang diambil berjumlah 94 orang dengan teknik sampling acak distratifikasi (stratified random sampling).
vii ABSTRACT
Alan Derma wan, 210110110582. 2013. Department of Management Communication, Communication Science of Padjadjaran University. The title of this research is “The Correlation between Communication Service Quality of the Asia-African Conference Museum and Visitors’ Satisfaction”, under the guidance of Dr. Antar Venus, M.A.Comm as the supervisor and Drs. H. Hadi Suprapto Arifin, M.Si as the co-supervisor.
This research aims to determine the correlation between the communication service quality (tangibles, reliability, responsiveness, assurance, and empathy) of Asia-African Conference Museum Bandung and the visitors’ satisfaction.
This research uses quantitative approach method with correlation analysis, which collects the data factually, systematically, and accurately. This research uses correlation analysis because it is suitable to examine the relationship between variables. Data were collected with several techniques, such as: questionnaire, interview, and observation. The questionnaires were distributed to the visitors from June 11th 2013 until June 16th 2013. The interview was held on June 11th and June 14th with two interviewee: the head section chief of publication and promotion of the Asia-African Conference Museum, and the guide of the museum. Both were structured interview and were done face-to-face. Direct observation was committed in the museum on June 4th 2013 to observe the communication service quality of the museum.
The population of this research is the visitors of the Asia -African Conference Museum who previously has made reservation to come on the third week of June in 2013. The population consist of middle school students, high school students, and the fellows of the government/private/public institution, which is 1533 person in total. Stratified random sampling was used and resulting 94 person to be correspondents.
This research results that the communcation service quality of the Asia -African Conference Museum has a significant relationship with visitors’ satisfaction. Tangible, reliability, responsiveness, assurance and empathy can affect the level of visitors’ satisfaction as measured through their expectations and perceived
performance from the museum to them.
