Pengembangan Layanan Monumen Pers Nasional Berbasis Kebutuhan Pengguna
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Abstract
Monumen Pers Nasional (MPN) sebagai penyelenggara layanan publik telah mengkhususkan diri dalam layanan dokumentasi dan konservasi pers nasional. Dengan mengetahui suara pengguna, MPN berusaha mengembangkan layanan yang memenuhi harapan masyarakat. Penelitian ini bertujuan untuk mengetahui kebutuhan pengguna layanan MPN sekaligus untuk mengetahui jenis-jenis layanan yang dibutuhkan masyarakat untuk dikembangkan. Penelitian ini ingin melihat suara pengguna dengan mengintegrasikan teori model Kano dengan SERVQUAL agar diperoleh hasil yang maksimal. Hasil riset memperlihatkan bahwa publik membutuhkan layanan yang bersifat tangible. Selain itu ternyata pengunjung akan sangat terpuaskan jika layanan buka hari Sabtu–Minggu dilakukan oleh MPN. Layanan yang diutamakan untuk hari Sabtu dan Minggu adalah layanan museum pers, perpustakaan, dan media center.
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