TINGKAT KEPUASAN PENGUNJUNG TERHADAP PELAYANAN OBJEK WISATA HUTAN PINUS PANGO-PANGO, KABUPATEN TANA TORAJA

Pine Forest Tourism was a tourist area that offers views of expanse of pine trees. Pango-Pango Pine
Forest Tourism is located in the sub-district/Village of Pasang, South Makale District. This tourist
object is very popular because you can enjoy the beauty of the country above the clouds, agro-tourism,
outbound and camping spots. Satisfaction was a person's feelings of pleasure or disappointment that
arise from comparing a product's perceived performance (or results) against their expectations. The
sample used in this study amounted to 100 respondents. Respondents' responses were collected by
giving questionnaires to visitors to tourist attractions with a predetermined number and
characteristics of respondents. Data processing was carried out using the customer satisfaction
index (CSI) and importance performance analysis (IPA) methods. The steps of this research included
field studies, literature studies, problem formulation, goal setting, variable identification, data
collection, determining the number of samples, validity and reliability tests, determining the value of
satisfaction with the CSI method, determining the importance level of satisfaction attributes with the
IPA method, analysis and discussion as well as conclusions and suggestions. The results of data
processing showded that the level of visitor satisfaction with the services of the Pango-Pango pine
forest tourist attraction is 85.85% or is at a very satisfied level. Priority improvement of attributes
using a Cartesian diagram showsded that there are 6 attributes in quadrant I.