MODEL KONSEPTUAL PENINGKATAN KUALITAS LAYANAN INDUSTRI PARIWISATA DI JAWA TENGAH MENGGUNAKAN TOURSERVQUAL

https://doi.org/10.22146/kawistara.7587

Novi Marlyana(1*), Nuzulia Khoiriyah(2)

(1) 
(2) 
(*) Corresponding Author

Abstract


Several previous studies have found factors or dimensions that affect the quality services of tourism and measures the perceived level of tourists as consumers. However, these studies have not been able to develop a practical model of a system as a simple overview of the tourism industry by involving various factors / dimensions that influence. This research will make a conseptual model of the service quality improvement of the tourism industry in the province of Central Java. The method used in this paper is Tourservqual, which is the Service Quality methods applied in the field of tourism. The resulting conceptual model consists of sixteen (16) dimension of the quality of tourism services that will affect or have a positive relationship with customer satisfaction (tourists). Customer satisfaction has a positive influence on destination competitiveness. Destination competitiveness measured in 36 indicators. This conceptual model expected to measure tourist satisfaction who becomes the object of the tourist areas, also measure the level of competitiveness of each of these objects, as well as knowing what factors most affect the competitiveness of tourist destinations.

Keywords


Service quality; Tourism; Model; Tourservqual

Full Text:

PDF


References

[ 1. ] Atilgan, E., S. Akinci, S. Aksoy, 2003, Mapping Service Quality in Tourism Industry, Managing Service Quality, Vol. 13 Number 5, Emerald, p. 412-422

[ 2. ] Caro, L.M., J.A.M. Garcia, 2008, Developing a multidimensional and hierarchical service quality model for travel agency industry, Tourism Management 29, p. 706-720.

[ 3. ] Crouch, G.I., 2007, Modelling destination competitiveness: a survey and analysis of the impact of competitiveness attributes, National Library of Australia Cataloguing in Publication Data.

[ 4. ] Eraqi, M. I., 2006, Tourism Service Quality (Tourservqual) in Egypt: The Viewpoints of External and Internal Customers, Benchmarking : An International Journal, Emerald Vol. 13 No. 4 pp. 469 – 492.

[ 5. ] Haghkhah, A.,M. Nosratpour, A. Ebrahimpour, A. B. Abd Hamid, 2011, The Impact Of Service Quality On Tourism Industry, 2nd International Conference on Business and Economic Research Proceeding.

[ 6. ] Ho, C., Y. Lee, 2007, The development of an e-travel service quality scale, Tourism Management (28), p. 1434-1449.

[ 7. ] Hung-Chih Yu, A., D. Morais, G. Chick, 2005, Service Quality in Tourism: A case study of the 2001 study tour of Taiwan, Proceedings of the 2005 Northeastern Recreation Research Symposium.

[ 8. ] Kangogo, E. J., Musiega, J. Manyasi, 2013, Effect Of Customer Satisfaction On Performance Of The Hotel Industry In The Western Tourism, European Journal Of Business and Management Vol. 5 No. 14 pp 87 – 99.

[ 9. ] Liangi, S. N., D. Susanto, 2010, Analisa Pengaruh Kepuasan atas Atribut Destinasi Wisata Rohani Terhadap Re-Visiting Commitment Pengunjung di Pertapaan Putri Karmel Tumpang Malang, Tugas Akhir, Universitas Kristen Petra, Surabaya.

[ 10. ] Martin-Cejas, R.R., 2006, Tourism Service Quality Begins at the Airport, Tourism Management 27, Elsevier, p. 874-877.

[ 11. ] Moon, K.S., M. Kim, Y.J. Ko, D.P. Connaughton, J.H. Lee, 2011, The Influence of Consumer’s Event Quality Perception on Destination Image, Managing Service Quality, Vol. 21 Number 3, Emerald, p. 287-303.

[ 12. ] Narayan, B., C. Rajendran, L.P. Sai, 2008, Scales to measure and benchmark service quality in tourism industry: A second order factor approach, Benchmarking: An International Journal vol 15 no 4, pp 469-493.

[ 13. ] Parasuraman, V.A. Zeithaml, L. Berry, 1990, Delivering Quality Service – Balancing Customer Perceptions and Expectations, New York: The Free Press.

[ 14. ] Prabaharan, B., A. Arulraj, V. Rajagopal, 2008, Service Quality on Tourism: Application of Structural Equation Modelling, Conference on Tourism in India – Challenges Ahead.

[ 15. ] Sulistiyani, E., 2010, Membangun Loyalitas Wisatawan Melalui Peningkatan Kualitas Objek Wisata, Promosi Kepuasan Wisatawan di Kawasan Wisata Tawangmangu Karanganyar, Jurnal Pengembangan Humaniora Vol 10. No. 3.

[ 16. ] Tsaur, S., Y. Lin, 2004, Promoting service quality in tourist hotels: the role of HRM practices and service behavior, Tourism Management (25), p. 471-481.

[ 17. ] WTO, 2003, Quality standards, WTO Tourism Quality, World Tourism Organisation, available at: www.world-tourism.org.

[ 18. ] Zhang, J., 2009, An Investigation into the Guests’ Perceived Service Quality of the Bed and Breakfast and Guest House Market Industry in the Nelson Mandela Bay Area, Dissertation, Nelson Mandela Metropolitan University.

[ 19. ] http://www.antarajateng.com/detail/index.php?id=73597#.UWHsTa6X9bw diakses 8 April 2013.



DOI: https://doi.org/10.22146/kawistara.7587

Article Metrics

Abstract views : 3655 | views : 7125

Refbacks

  • There are currently no refbacks.


Bookmark and Share


Copyright (c) 2015 Jurnal Kawistara



Jurnal Kawistara is published by the Graduate School, Universitas Gadjah Mada.