Service design improvement in Ragunan Zoo using TRIZ methodology

Abstract

Indonesia is a country that has a great potential in tourism with its beautiful landscape and also the culture diversity. It makes government of Indonesia actively do development programs in the tourism sector to make tourism as one of the biggest contributor to Indonesia GDP. Ragunan Zoo has been selected to be the pilot project in cashless transaction at recreation places all over Indonesia. It has been applied since May 2016 but there still a lot of dissatisfaction from the visitor. So then, this research is trying to improve the service design in cashless transaction for ticket purchasing in Ragunan Zoo accordance with Ragunan visitor preferences to help successing government program. Researcher use Themequal to develop a questionnaire that has been distributed to 390 respondents. Result from questionnaire then processed using Fuzzy Gap Analysis and TRIZ method to get the possible solutions. Service Blueprint then used to illustrate the improvement of service design on ticket purchase at Ragunan Zoo based on the results.