ANALISIS PRIORITAS PENINGKATAN FASILITAS BERDASARKAN PERSEPSI PENGUNJUNG DI EKOWISATA MANGROVE WONOREJO SURABAYA

Abstract

This study is motivated by the importance of facilities in shaping visitor experience quality and satisfaction in ecotourism destinations. Mangrove Ecotourism Wonorejo Surabaya has strong tourism potential; however, variations in facility quality may affect visitor satisfaction. This study aims to analyze which facilities should be prioritized for improvement based on visitor perceptions. A descriptive quantitative approach was used, with data collected through questionnaires from 100 respondents using accidental sampling. Data were analyzed using a Likert scale to measure satisfaction levels for each facility. The results show that facilities such as toilets, prayer rooms, gazebos, and tracking/jogging paths fall into the “poor” category, dominated by medium to low ratings (scores 2–3), indicating unmet visitor expectations. The main issues relate to cleanliness, physical condition, and inadequate maintenance systems. Meanwhile, facilities such as parking areas, information centers, photo spots, boat rentals, food stalls, and trash bins are categorized as “good” and meet visitor expectations. These findings highlight a gap between expectations and actual conditions, particularly in core amenities that directly influence visitor comfort. Therefore, a structured and sustainable facility maintenance management system is essential to improve visitor satisfaction and support ecotourism sustainability.