Kano Model dan QFD dalam Untuk Meningkatkan Kepuasan Para Wisatawan dalam Rangka Pemulihan Ekonomi Nasional

Abstract

Medan city is one of the biggest cities in Indonesia. The city of Medan is the gateway to the western part of Indonesia with the presence of Belawan port and Kualanamu International Airport which is also the second largest airport in Indonesia. Access from the city center to the port and airport is provided by toll roads and rail. Medan is the first city in Indonesia to integrate the airport with the railway. Bordering the Malacca Strait, Medan is a city of commerce, industry, business and tourism for foreign and domestic tourists. There are many old buildings in Medan that still retain typical Dutch architecture, the old City Hall Building, the Medan Post Office, the Tirtanadi Water Tower which is an icon of Medan). Besides that, there are still several historical buildings such as the Maimun Palace, the Medan Grand Mosque, the Grand Osmani Mosque and the houses of Medan city figures. The city of Medan achieves the largest regional income from the tourism sector because of the large number of foreign and domestic tourists who visit Medan City to enjoy the beauty of this city, so it is not surprising that Medan City has many hotels and restaurants with various facilities offering. Starting from Star 1 to Star 5. The number of tourists has also increased rapidly. However, conditions turned around when Covid 19 attacked Indonesia. The existence of restrictions on foreign and domestic travel has reduced the number of tourists coming to Medan, both domestic and foreign. This condition makes tourism actors including hotels and restaurants experience an economic downturn. The absence of the number of guests staying and enjoying restaurant dishes has forced many of these business actors to close and stop operations. Based on data compiled from the Tourism Trends Book that the decline occurred by more than 75% compared to tourists who carried out tourist trips before the co-19 pandemic. This greatly impacts the country's revenue in the tourism sector. The existence of large-scale social restrictions and the closure of access to tourism in Indonesia has caused a decrease in Medan city's income in the tourism sector. The main problem in this study is the reduction in the number of tourists visiting the city of Medan. The purpose of this research is to develop the Kano Model based on customer satisfaction and determine the marketing strategy for the hotel business by categorizing product or service attributes for customer satisfaction. This gift model will also be integrated with the Quality Function Deployment (QFD) to answer the characteristics that must be met by hotels and restaurants to carry out a predetermined marketing strategy. all hotel and restaurant business actors to be able to increase the number of tourist visits again and be able to increase regional income and of course help the government in the efforts of the National Economic Recovery program.