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All Journal IKRA-ITH ABDIMAS International Journal of Cultural and Art Studies (IJCAS) Journal of Enterprise and Development (JED) Jurnal Industri Pariwisata Management and Accounting Expose
Ina Gandawati Djamhur
Fakultas Ekonomi Dan Bisnis Universitas Sahid
Religion Arts Humanities Computer Science & IT Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Social Sciences

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Kesenjangan Expected Service dan Perceived Service dalam Service Quality di Stasiun Commuter Line Jakarta Nisrin, Mesel Ghea Hilyati; Djamhur, Ina Gandawati
Management & Accounting Expose Vol 2, No 1 (2019)
Publisher : Universitas Sahid

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36441/mae.v2i1.96

Abstract

Terdapat permasalahan ketidaksesuaian harapan dan persepsi penumpang terhadap pelayanan petugas tiket PT Kereta Commuter Indonesia (KCI) pada Commuter Vending Machine (CVIM) khususnya di wilayah Jakarta. Penumpang mempersepsikan petugas tiket belum memberikan pelayanan yang baik seperti yang tertera dalam nilai budaya pelayanan prima. Penelitian ini bertujuan menganalisis harapan dan persepsi penumpang terhadap pelayanan petugas. Penelitian ini merupakan penelitian kuantitatif, menggunakan pendekatan komparatif antara harapan dan persepsi. Hasil penelitian menunjukkan nilai harapan lebih besar daripada nilai persepsi. KCI perlu melakukan evaluasi secara berkala terhadap pelayanan petugas tiket terutama di stasiun Jakarta Kota yang memiliki nilai ketidaksesuaian cukup tinggi. Petugas tiket harus meningkatkan kemampuannya, baik dalam berkomunikasi maupun penyampaian pelayanan kepada penumpang.
Kesenjangan Expected Service dan Perceived Service dalam Service Quality di Stasiun Commuter Line Jakarta Mesel Ghea Hilyati Nisrin; Ina Gandawati Djamhur
Management & Accounting Expose Vol 2, No 1 (2019)
Publisher : Universitas Sahid

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36441/mae.v2i1.96

Abstract

Terdapat permasalahan ketidaksesuaian harapan dan persepsi penumpang terhadap pelayanan petugas tiket PT Kereta Commuter Indonesia (KCI) pada Commuter Vending Machine (CVIM) khususnya di wilayah Jakarta. Penumpang mempersepsikan petugas tiket belum memberikan pelayanan yang baik seperti yang tertera dalam nilai budaya pelayanan prima. Penelitian ini bertujuan menganalisis harapan dan persepsi penumpang terhadap pelayanan petugas. Penelitian ini merupakan penelitian kuantitatif, menggunakan pendekatan komparatif antara harapan dan persepsi. Hasil penelitian menunjukkan nilai harapan lebih besar daripada nilai persepsi. KCI perlu melakukan evaluasi secara berkala terhadap pelayanan petugas tiket terutama di stasiun Jakarta Kota yang memiliki nilai ketidaksesuaian cukup tinggi. Petugas tiket harus meningkatkan kemampuannya, baik dalam berkomunikasi maupun penyampaian pelayanan kepada penumpang.
Assessing Socio-Economic Sustainability in Coastal Tourism Destinations of North Jakarta, Indonesia Kartika, Dewi Gita; Djamhur, Ina Gandawati; Ismayanti
Journal of Enterprise and Development (JED) Vol. 6 No. 3 (2024): Journal of Enterprise and Development (JED)
Publisher : Faculty of Islamic Economics and Business of Universitas Islam Negeri Mataram

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.20414/jed.v6i3.11215

Abstract

Purpose: This research aims to evaluate the socio-economic sustainability of 12 coastal tourism destinations in North Jakarta, recognized since 2011, by assessing their levels of social and economic sustainability.Method: The study uses a descriptive research design with a quantitative approach, employing scoring analysis techniques. Data were collected through observations and Focus Group Discussions (FGDs) with key informants from the 12 coastal tourism destinations in North Jakarta.Result: The scoring-based evaluation ranked the 12 destinations based on their socio-economic sustainability performance. Four areas—Kelapa Gading, Sunda Kelapa, Tanjung Priok, and Ancol—were categorized as highly sustainable, while Bahtera Jaya Yacht Club was identified as the least socio-economically sustainable. Overall, the 12 coastal tourism destinations in North Jakarta were classified as fairly sustainable from a socio-economic perspective.Practical Implications for Economic Growth and Development: This study identifies key areas for enhancing socio-economic sustainability in 12 coastal tourism destinations, which can inform policy and investment decisions to boost local economies and stimulate growth in surrounding sectors such as creative industries, trade, and services, by promoting local products and increasing income for local businesses.
Assessing Socio-Economic Sustainability in Coastal Tourism Destinations of North Jakarta, Indonesia Kartika, Dewi Gita; Djamhur, Ina Gandawati; Ismayanti
Journal of Enterprise and Development (JED) Vol. 6 No. 3 (2024): Journal of Enterprise and Development (JED)
Publisher : Faculty of Islamic Economics and Business of Universitas Islam Negeri Mataram

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.20414/jed.v6i3.11215

Abstract

Purpose: This research aims to evaluate the socio-economic sustainability of 12 coastal tourism destinations in North Jakarta, recognized since 2011, by assessing their levels of social and economic sustainability.Method: The study uses a descriptive research design with a quantitative approach, employing scoring analysis techniques. Data were collected through observations and Focus Group Discussions (FGDs) with key informants from the 12 coastal tourism destinations in North Jakarta.Result: The scoring-based evaluation ranked the 12 destinations based on their socio-economic sustainability performance. Four areas—Kelapa Gading, Sunda Kelapa, Tanjung Priok, and Ancol—were categorized as highly sustainable, while Bahtera Jaya Yacht Club was identified as the least socio-economically sustainable. Overall, the 12 coastal tourism destinations in North Jakarta were classified as fairly sustainable from a socio-economic perspective.Practical Implications for Economic Growth and Development: This study identifies key areas for enhancing socio-economic sustainability in 12 coastal tourism destinations, which can inform policy and investment decisions to boost local economies and stimulate growth in surrounding sectors such as creative industries, trade, and services, by promoting local products and increasing income for local businesses.
Pendampingan Kelompok Karyawan Penginapan Kecamatan Anyar Banten dalam Mengelola Hubungan dengan Pelanggan Lintas Generasi Kartika, Dewi Gita; Djamhur, Ina Gandawati; Agustina, Emilia
IKRA-ITH ABDIMAS Vol. 9 No. 2 (2025): Jurnal IKRAITH-ABDIMAS Vol 9 No 2 Juli 2025
Publisher : Universitas Persada Indonesia YAI

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

Program Pengabdian kepada Masyarakat (PKM) ini dilaksanakan di Kecamatan Anyar, Banten, dengan tujuan meningkatkan kapasitas karyawan penginapan dalam mengelola hubungan dengan pelanggan lintas generasi. Permasalahan utama mitra mencakup kurangnya pemahaman terhadap karakteristik pelanggan dari generasi Baby Boomers, X, Y (Millennials), dan Z, keterbatasan penerapan Customer Relationship Management (CRM), serta minimnya pemanfaatan teknologi digital untuk membaca tren pasar dan mengelola umpan balik pelanggan. Program pendampingan dilaksanakan melalui tiga pendekatan, yaitu workshop tentang pelanggan lintas generasi, pelatihan dan implementasi CRM, serta pendampingan digitalisasi layanan. Metode yang digunakan meliputi sosialisasi, pelatihan, simulasi, dan evaluasi pre-test dan post-test. Hasil kegiatan menunjukkan adanya peningkatan signifikan pada pemahaman peserta, dengan rata-rata nilai post-test naik sebesar 50,8% dibandingkan pre-test. Peserta mampu merancang kolom evaluasi feedback pelanggan, mengoperasikan sistem CRM sederhana, serta memanfaatkan dashboard analitik media sosial untuk menyusun strategi layanan dan pemasaran berbasis data. Secara keseluruhan, program ini berhasil meningkatkan keterampilan komunikasi, responsivitas layanan, serta kemampuan adaptasi karyawan dalam menghadapi pelanggan dari berbagai generasi.
Cultural Sustainability Analysis of 12 Coastal Tourism Destinations in North Jakarta Kartika, Dewi Gita; Ismayanti; Djamhur, Ina Gandawati
International Journal of Culture and Art Studies Vol. 8 No. 2 (2024): International Journal of Culture and Art Studies (IJCAS)
Publisher : Talenta Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32734/ijcas.v8i2.18819

Abstract

Maintaining culture so that it remains sustainable is everyone's responsibility, because the identity of a nation can be seen from the culture. This descriptive research aims to analyze the cultural sustainability of 12 coastal tourism destinations in North Jakarta, by assessing the protection of cultural heritage and visits to cultural sites. With a quantitative approach and employing scoring analysis techniques, data were collected through observations and Focus Group Discussions (FGDs) with key informants from the 12 coastal tourism destinations in North Jakarta. The results of this study identified Tanjung Priok, Suaka Marga Satwa, Sunda Kelapa and Ancol Area are sustainable because both destinations have implemented protection of cultural assets and intangible heritage well, otherwise Bahtera Jaya Yacht Club is unsustainable because of poor management and changes in the structure of cultural heritage buildings. It is hoped that this research will be useful for further researchers and stakeholders in making policies related to cultural sustainability in Indonesia, especially North Jakarta.
PERANCANGAN POLA PERJALANAN WISATA DELAPAN IKON BUDAYA BETAWI MENUJU PARIWISATA BUDAYA BEKELANJUTAN DI JAKARTA Djamhur, Ina Gandawati; Istanto, Ismayanti
Jurnal Industri Parawisata Vol 8 No 1 (2025): Jurnal Industri Pariwisata JULY 2025
Publisher : Universitas Sahid

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36441/pariwisata.v8i1.2906

Abstract

Tujuan penelitian ini adalah untuk menentukan potensi pariwisata berdasarkan Delapan Ikon Betawi yang ditetapkan dalam Keputusan Gubernur DKI Jakarta tahun 2017, serta merancang pola perjalanan menuju pariwisata budaya berkelanjutan di Jakarta. Penelitian ini menggunakan metode eksploratif. Pengumpulan data dilakukan melalui kombinasi wawancara terstruktur dengan budayawan Betawi dan survei lapangan menggunakan daftar periksa 3A (Atraksi, Amenitas, dan Akses). Metode penjumlahan bobot (Weight Sum Methods/WSM) dan analisis SWOT diterapkan untuk mengelompokkan destinasi. Pola perjalanan spasial diadopsi untuk merancang dan menghubungkan semua destinasi yang terlihat menuju pariwisata berkelanjutan.  Terdapat dua bentuk pola perjalanan, yaitu pola tujuan tunggal (single destination pattern) dan pola base-camp (base-camp pattern), yang dapat mendukung keberlanjutan wisata budaya di Jakarta. Tema tekstil, kerajinan tangan, ornamen, dan kuliner digunakan dalam pola tujuan tunggal. Sementara itu, pola base-camp diterapkan pada destinasi terpadu dengan berbagai atraksi, seperti pembuatan batik Betawi, ondel-ondel, bir pletok, dan ornamen Kembang Kelapa. Pola perjalanan bertema budaya dari Delapan Ikon Betawi ini belum pernah diperhatikan sebelumnya, dan temuan ini dapat memperkaya variasi paket wisata di Jakarta saat ini.
Co-Authors Agustina, Emilia Dewi Gita Kartika Ismayanti Istanto, Ismayanti Mesel Ghea Hilyati Nisrin Nisrin, Mesel Ghea Hilyati