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The Impact of Tour Guide Service Quality and Tourist Experience Towards Tourist Satisfaction in Discova Indonesia Tour and Travel I Nyoman Wahyu Adi Permana; Putu Ayu Aryasih; Ida Bagus Putu Puja
J-TRUE: Journal of Travel and Leisure Vol. 1 No. 2 (2024): J-TRUE: Journal of Travel and Leisure
Publisher : Politeknik Pariwisata Bali

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52352/jtrue.v1i2.1657

Customer satisfaction can be defined as outcome-based satisfaction that describes satisfaction as the end state of the consumption experience, or as a process that emphasizes the perception, evaluation, and psychological processes that contribute to customer satisfaction. One of the factors that can affect customer satisfaction is the quality of tour guide services and also the tourist experience. The purpose of this study is to find out how the quality of tour guide services and the tourist experience affects tourist satisfaction. This research was conducted at the Discova Indonesia Travel Bureau by taking a sample of 100 respondents who were tourists. The data collection method uses a questionnaire and the collected data is analyzed using multiple regression analysis. The results of data analysis show that the quality of tour guide services has a positive and significant effect on tourist satisfaction. These results can be concluded that the higher the quality of tour guide services provided by the Discova Indonesia Travel Bureau, the more satisfaction tourists will feel. Tourist experience has a positive and significant effect on tourist satisfaction. These results can be concluded that the better the tourist experience obtained from the Discova Indonesia Tourism Travel Bureau, the more tourist satisfaction will increase.

Airport Representatives’ Role in Handling Foreign Tourists: Case Study at Panorama Destination Bali Sofyan Riyandi; Made Darmiati; Putu Ayu Aryasih
J-TRUE: Journal of Travel and Leisure Vol. 1 No. 2 (2024): J-TRUE: Journal of Travel and Leisure
Publisher : Politeknik Pariwisata Bali

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52352/jtrue.v1i2.1670

This study aims to analyze the role of Airport Representatives at Panorama Destination Bali in managing the arrival and departure processes of foreign tourists at I Gusti Ngurah Rai Airport Bali. This research uses a qualitative descriptive method, the results of direct observation in the field and the distribution of questionnaires to two different classifications of respondents. The first group of 23 staff members of Panorama Destination Bali staff while the second group consists of 8 foreign tourists who use the service. The findings of indicate that Airport Representative plays a crucial role in ensuring a positive traveler experience at the airport, starting from when tourists arrive to when tourists depart. They are not only responsible for assisting with the logistics of arrival and departure but also provide necessary information and support to tourists. The staff respondents emphasized the importance of communication skills and thorough knowledge of airport procedures, while tourists highlighted the sense of security and comfort provided by the Airport Representatives. Overall, this study confirms the important role of Airport Representatives in the tourism industry, particularly in enhancing the satisfaction of foreign tourists visiting Bali. The findings offer valuable insights for airport managers and travel agents aiming to improve their services.

The Influence of Tour Guides' Communication Competence on The Satisfaction of German Asian Trails Indonesian Tourists Brahmantya Agung Priharjuna; Putu Ayu Aryasih; Ida Bagus Putu Puja
J-TRUE: Journal of Travel and Leisure Vol. 2 No. 1 (2025): J-TRUE: Journal of Travel and Leisure
Publisher : Politeknik Pariwisata Bali

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52352/jtrue.v2i1.2072

This study analyses the influence of tour guides' communication competence on German tourists' satisfaction at Asian Trails Indonesia. Communication competence is divided into two dimensions: verbal and non-verbal. The research was conducted at PT. Asian Trails Indonesia office in Denpasar, Bali, with data collection from January to May 2025. The research used a quantitative approach with a saturated sampling technique of 120 German tourists. Data was collected through questionnaires with a Likert scale of 1-5. Data analysis used multiple linear regression with SPSS version 26. The results showed that: (1) Verbal communication competence has a positive and significant effect on German tourists' satisfaction with a t-value of 9.061 and significance of 0.000; (2) Non-verbal communication competence has a positive and significant effect on German tourists' satisfaction with a t-value of 4.281 and significance of 0.000. The coefficient of determination value (adjusted R²) of 0.705 indicates that 70.5% of the variation in tourist satisfaction can be explained by the tour guides' verbal and non-verbal communication competence.

The Transformation of the Tour Guide's Role into a Cultural Interpreter in Bali Ida Bagus Putu Puja; Ni Putu Evi Wijayanti; Putu Ayu Aryasih; Putu Gde Arie Yudhistira; I Gede Ngurah Primanda S Rahadiarta
Jurnal Kepariwisataan: Destinasi, Hospitalitas dan Perjalanan Vol. 10 No. 1 (2026)
Publisher : Research and Community Service Center, Politeknik Pariwisata NHI Bandung

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34013/jk.v10i1.2496

This study examines the transformation of the tour guide’s role into that of a cultural interpreter in Bali, investigating how cultural interpretation quality influences tourists’ understanding of local cultural values and the formation of meaningful tourism experiences. The primary novelty lies in simultaneously integrating Heritage Interpretation Theory and Intercultural Communication Theory within a single empirical framework and in explicitly connecting micro-level interpretive practices with macro-level policy and competency standards (SKKNI) a linkage absent from prior research. An explanatory sequential mixed-methods design was employed, comprising a quantitative survey of 247 tourists (domestic and international) across four major Balinese cultural destinations, followed by qualitative in-depth interviews with 12 certified tour guides and 8 tourism policymakers. The findings revealed that cultural interpretation quality and tourists’ cultural value understanding were significant positive predictors of meaningful tourism experiences, together explaining 47% of outcome variance. Qualitative findings revealed a structural gap between evolving interpretive field practices and SKKNI standards that remain technically oriented. This study advances cultural tourism theory by positioning the tour guide as a pedagogical actor whose interpretive role requires systemic institutionalisation through policy reform and competency reorientation toward reflective, value-based guiding.

Sustainable Tourism Development in Nusa Penida: Inclusive, Digital, and Sustainable Strategies Putu Surya Laksana Rahjasa; Made Darmiati; Made Artajaya; I Gede Ngurah Primanda S Rahadiarta; Ni Putu Evi Wijayanti; Putu Ayu Aryasih
Eduvest - Journal of Universal Studies Vol. 5 No. 12 (2025): Eduvest - Journal of Universal Studies
Publisher : Green Publisher Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59188/eduvest.v5i12.52221

This study analyses the potential, challenges, and strategies for sustainable tourism development in Nusa Penida through a SWOT approach supported by field observations and semi-structured interviews. This study uses a descriptive qualitative method with data collected from field practice activities of students of the Travel and Tourism Business Study Program, Bali Tourism Polytechnic, in June 2025. The SWOT analysis was formulated into an IFAS and EFAS matrix, and validated by triangulation using literature and reports from relevant agencies. The results show that Nusa Penida has key strengths in the form of iconic natural beauty and strong local cultural potential, but faces serious challenges such as limited infrastructure, minimal public facilities, limited human resource capacity, and pressure on the environment. The IFAS and EFAS results place Nusa Penida in the aggressive quadrant, indicating the need to leverage internal strengths to capture significant external opportunities. Recommended development strategies include strengthening infrastructure and safety, digitizing tourism services, developing inclusive tourism packages, increasing local human resource capacity, and community-based environmental conservation. With a collaborative and sustainable approach, Nusa Penida has the potential to become a leading tourist destination that is resilient, inclusive, and adaptive to the dynamics of global tourism.

Implementation of Mobile Cre-Tourism Ver.2 Technology as Interactive Learning Media at Tourism Polytechnic Ida Bagus Putu Puja; Mahendra Adi Winatha; Putu Ayu Aryasih
Jurnal Ilmu Pendidikan Vol. 31 No. 1 (2025)
Publisher : Universitas Negeri Malang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17977/um048v31i12025p125-136

Exploration of the implementation of mobile technology as an interactive learning media in the Tourism Polytechnic has not been used optimally. The purpose of this study is to explore the learning experience of students in understanding tourism materials using smartphone-based applications. The methodology applied includes the development of AR applications specifically designed for learning materials with a development design using the UTAUT2 method, followed by testing its effectiveness through a questionnaire with a Likert scale with a quantitative approach with multiple linear regression analysis and analysis of student learning experience using the application with a qualitative approach using EFAS/IFAS SWOT analysis. The research revealed that students using a smartphone-based application showed significantly improved learning experiences. Data analysis indicated that 91.1% of respondents used their phones daily, and a majority reported increased motivation and engagement due to the interactive nature of the AR application, which facilitated a better understanding of complex tourism concepts. However, challenges such as varying comfort levels with technology among students and limited access to necessary devices were identified as factors that could hinder the effectiveness of AR in enhancing educational experiences.

The Impact of Tour Guide Service Quality and Tourist Experience Towards Tourist Satisfaction in Discova Indonesia Tour and Travel I Nyoman Wahyu Adi Permana; Putu Ayu Aryasih; Ida Bagus Putu Puja
J-TRUE: Journal of Travel and Leisure Vol. 1 No. 2 (2024): J-TRUE: Journal of Travel and Leisure
Publisher : P3M Politeknik Pariwisata Bali

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52352/jtrue.v1i2.1657

Customer satisfaction can be defined as outcome-based satisfaction that describes satisfaction as the end state of the consumption experience, or as a process that emphasizes the perception, evaluation, and psychological processes that contribute to customer satisfaction. One of the factors that can affect customer satisfaction is the quality of tour guide services and also the tourist experience. The purpose of this study is to find out how the quality of tour guide services and the tourist experience affects tourist satisfaction. This research was conducted at the Discova Indonesia Travel Bureau by taking a sample of 100 respondents who were tourists. The data collection method uses a questionnaire and the collected data is analyzed using multiple regression analysis. The results of data analysis show that the quality of tour guide services has a positive and significant effect on tourist satisfaction. These results can be concluded that the higher the quality of tour guide services provided by the Discova Indonesia Travel Bureau, the more satisfaction tourists will feel. Tourist experience has a positive and significant effect on tourist satisfaction. These results can be concluded that the better the tourist experience obtained from the Discova Indonesia Tourism Travel Bureau, the more tourist satisfaction will increase.

Airport Representatives’ Role in Handling Foreign Tourists: Case Study at Panorama Destination Bali Sofyan Riyandi; Made Darmiati; Putu Ayu Aryasih
J-TRUE: Journal of Travel and Leisure Vol. 1 No. 2 (2024): J-TRUE: Journal of Travel and Leisure
Publisher : P3M Politeknik Pariwisata Bali

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52352/jtrue.v1i2.1670

This study aims to analyze the role of Airport Representatives at Panorama Destination Bali in managing the arrival and departure processes of foreign tourists at I Gusti Ngurah Rai Airport Bali. This research uses a qualitative descriptive method, the results of direct observation in the field and the distribution of questionnaires to two different classifications of respondents. The first group of 23 staff members of Panorama Destination Bali staff while the second group consists of 8 foreign tourists who use the service. The findings of indicate that Airport Representative plays a crucial role in ensuring a positive traveler experience at the airport, starting from when tourists arrive to when tourists depart. They are not only responsible for assisting with the logistics of arrival and departure but also provide necessary information and support to tourists. The staff respondents emphasized the importance of communication skills and thorough knowledge of airport procedures, while tourists highlighted the sense of security and comfort provided by the Airport Representatives. Overall, this study confirms the important role of Airport Representatives in the tourism industry, particularly in enhancing the satisfaction of foreign tourists visiting Bali. The findings offer valuable insights for airport managers and travel agents aiming to improve their services.

The Influence of Tour Guides' Communication Competence on The Satisfaction of German Asian Trails Indonesian Tourists Brahmantya Agung Priharjuna; Putu Ayu Aryasih; Ida Bagus Putu Puja
J-TRUE: Journal of Travel and Leisure Vol. 2 No. 1 (2025): J-TRUE: Journal of Travel and Leisure
Publisher : P3M Politeknik Pariwisata Bali

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52352/jtrue.v2i1.2072

This study analyses the influence of tour guides' communication competence on German tourists' satisfaction at Asian Trails Indonesia. Communication competence is divided into two dimensions: verbal and non-verbal. The research was conducted at PT. Asian Trails Indonesia office in Denpasar, Bali, with data collection from January to May 2025. The research used a quantitative approach with a saturated sampling technique of 120 German tourists. Data was collected through questionnaires with a Likert scale of 1-5. Data analysis used multiple linear regression with SPSS version 26. The results showed that: (1) Verbal communication competence has a positive and significant effect on German tourists' satisfaction with a t-value of 9.061 and significance of 0.000; (2) Non-verbal communication competence has a positive and significant effect on German tourists' satisfaction with a t-value of 4.281 and significance of 0.000. The coefficient of determination value (adjusted R²) of 0.705 indicates that 70.5% of the variation in tourist satisfaction can be explained by the tour guides' verbal and non-verbal communication competence.

Displacement, bricolage, and resilience: Urban gentrification and cultural transformation in Bali's tourism villages Ida Bagus Putu Puja; Putu Ayu Aryasih; Ni Putu Evi Wijayanti; I Gede Ngurah Primanda S Rahadiarta
Journal of Applied Sciences in Travel and Hospitality Vol. 9 No. 2 (2026): JASTH: Journal of Applied Sciences in Travel and Hospitality (In Press)
Publisher : Unit Publikasi Ilmiah, P3M, Politeknik Negeri Bali

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31940/jasth.v9i2.208-228

This study addresses a specific gap in tourism-gentrification research: although Bali has been widely discussed as a cultural tourism destination, few studies comparatively trace how tourism-led gentrification operates across villages positioned at different stages of socio-spatial transformation. By examining Canggu, Ubud, and Sidemen as advanced, mature, and early/emergent cases, the study offers a staged comparative account of how displacement, cultural adaptation, and resilience develop over time. Using a qualitative multi-method design, the research combines nine months of ethnographic fieldwork, fifty semi-structured interviews with residents, entrepreneurs, customary leaders, and officials, and analysis of policy and land-use documents. Data were examined through reflexive thematic analysis. Findings show that cultural displacement occurs through commodification of ritual space, speculative conversion of agricultural and customary land, and changing measures of community success and belonging. Communities respond through cultural bricolage, including ritual rescheduling, cooperative enterprises, and digital cultural representation. The theoretical contribution lies in reframing resilience as a finite and gradually depleted community resource rather than a stable attribute, while extending gentrification theory beyond class and property relations to include cosmological, customary, and identity-based forms of displacement. The study recommends early Cultural Impact Assessments, stronger adat and subak land protection, multi-stakeholder village tourism forums, and cultural entrepreneurship within vocational tourism education.

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