Domestik Tourism Service Quality dalam Mendukung Terciptanya Pariwisata yang Berkualitas dan Berkelanjutan di Indonesia
DOI:
https://doi.org/10.47747/snfmi.v3i1.3100Abstract
The government and all tourism stakeholders currently support the development of quality, sustainable tourism. The development of the tourism sector is highly dependent on the services provided to tourists. Providing high-quality services is essential to the tourism industry's success. The purpose of this study is to examine the quality of domestic tourism services at Borobudur Temple. This study uses both quantitative and qualitative methods. Researchers used a questionnaire as a data-collection tool. In addition to using a quantitative approach, researchers also used a qualitative approach by involving experts in the field of tourism and tourism stakeholders, so that the research results could contribute to policymaking to create quality, sustainable tourism. The results show that the management of Borobudur Temple tourism and the Government need to pay attention to how to provide services to tourists to ensure their satisfaction. If tourists are satisfied, they will be more likely to visit again. Of the 13 dimensions of domestic tourism service quality that need to be considered and improved, 7 are: the hotel dimension, the amenities dimension, the transportation dimension, the hospitality dimension, the communication dimension, the hygiene dimension, and the access dimension. Of the 13 dimensions of domestic tourism service quality, the lowest value is the hotel dimension, and the highest is the interpretation dimension.
References
Chen, C.-F., & Chen, F.-S. (2010). Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists. Tourism Management, 31(1), 29–35. https://doi.org/10.1016/j.tourman.2009.02.008
Cooper, D., & Schindler, P. (2014). The Twelfth Edition of Business Research Methods. www.mhhe.com
Dey, S., Ghosh, S., Datta, B., & Barai, P. (2017). A study on the antecedents and consequences of customer delight. Total Quality Management & Business Excellence, 28(1–2), 47–61. https://doi.org/10.1080/14783363.2015.1049146
Gilbert, A. C. (1979). A Paradigm for Developing Better Measures of Marketing Constructs. Journal of Marketing Research, 16(1), 64–73.
GÜNAYDIN, Y. (2022). Service quality in hospitality businesses and its effect on revisit intention during the Covid-19. Journal of Tourism Theory and Research, 8(2), 37–46. https://doi.org/10.24288/jttr.1066010
Hassan, H., Sade, A. B., & Rahman, M. S. (2020). Shaping entrepreneurial intention among youngsters in Malaysia. Journal of Humanities and Applied Social Sciences, 2(3), 235–251. https://doi.org/10.1108/JHASS-02-2020-0029
Ho, C.-I., & Lee, Y.-L. (2007). The development of an e-travel service quality scale. Tourism Management, 28(6), 1434–1449. https://doi.org/10.1016/j.tourman.2006.12.002
Kouthouris, C., & Alexandris, K. (2005). Can service quality predict customer satisfaction and behavioral intentions in the sport tourism industry? An application of the SERVQUAL model in an outdoors setting. Journal of Sport & Tourism, 10(2), 101–111. https://doi.org/10.1080/14775080500223165
MacKenzie, Podsakoff, & Podsakoff. (2011). Construct Measurement and Validation Procedures in MIS and Behavioral Research: Integrating New and Existing Techniques. MIS Quarterly, 35(2), 293. https://doi.org/10.2307/23044045
Mukherjee, S., Adhikari, A., & Datta, B. (2018). Quality of tourism destination – a scale development. Journal of Indian Business Research, 10(1), 70–100. https://doi.org/10.1108/JIBR-07-2017-0104
Narayan, B., Rajendran, C., & Sai, L. P. (2008). Scales to measure and benchmark service quality in tourism industry. Benchmarking: An International Journal, 15(4), 469–493. https://doi.org/10.1108/14635770810887258
Pandey, A., & Sahu, R. (2020). Modeling the relationship between service quality, destination attachment and eWOM intention in heritage tourism. International Journal of Tourism Cities, 6(4), 769–784. https://doi.org/10.1108/IJTC-08-2019-0125
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1993). More on improving service quality measurement. Journal of Retailing, 69(1), 140–147. https://doi.org/10.1016/S0022-4359(05)80007-7
Thorndike, R. M. (1995). Book Review : Psychometric Theory (3rd ed.) by Jum Nunnally and Ira Bernstein New York: McGraw-Hill, 1994, xxiv + 752 pp. Applied Psychological Measurement, 19(3), 303–305. https://doi.org/10.1177/014662169501900308
Tosun, C., Dedeoğlu, B. B., & Fyall, A. (2015). Destination service quality, affective image and revisit intention: The moderating role of past experience. Journal of Destination Marketing & Management, 4(4), 222–234. https://doi.org/10.1016/j.jdmm.2015.08.002
Tsaur, S.-H., Yen, C.-H., & Yan, Y.-T. (2016). Destination brand identity: scale development and validation. Asia Pacific Journal of Tourism Research, 21(12), 1310–1323. https://doi.org/10.1080/10941665.2016.1156003
Soliha, P. & Widyasari. (2024). Pengembangan dan validasi pengukuran kualitas layanan pariwisata di Indonesia. Laporan Akhir Penelitian Fundamental, DRTPM, Tidak Dipublikasikan.
