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All Journal Jurnal Riset Pendidikan Ekonomi Jurnal Pengabdian kepada Masyarakat Nusantara Journal of Tourism Sustainability
Widiyanti, Rikantini
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Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Social Sciences

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Evaluating the Implementation of Customer Service-specific Standard Operating Procedures in the Cashier and Operator Divisions Utami, Bilqis Dwi; Widiyanti, Rikantini
Journal of Tourism Sustainability Vol. 4 No. 1 (2024): Volume 4 Number 1 (2024)
Publisher : Politeknik Negeri Bandung

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35313/jtospolban.v4i1.126

Abstract

Dago Dreampark, a famous tourist destination in Bandung that has been operating for 7 years, has experienced positive or negative changes over time. These changes are evident in the decline and inconsistency of services in the past year, leading to complaints from tourists. To address this situation, a specific customer service SOP has been created for the cashier and operator divisions, which directly interact with customers. The Human Resources Department (HRD) plays a crucial role in addressing this issue through evaluation and training provided to employees in implementing the SOP. This study aims to evaluate the implementation of the new SOP at Dago Dreampark using a qualitative descriptive analysis method. The results of this research show significant positive impacts, with an average score of 4 on the questionnaire. Interviews with supporting staff and the General Manager reveal positive changes in appearance, handling of complaints, and improved service quality. Additionally, observations demonstrate positive changes in the implementation of SOP, communication with visitors, and coordination among employees. Despite encountering some obstacles, such as hairstyle discrepancies and the use of identification tags, it is expected that these issues can be resolved over time. This research provides an understanding of the success of the new SOP implementation at Dago Dreampark.
Analisis kinerja manajemen pengunjung di destinasi wisata bandung utara menggunakan importance-performance analysis Widiyanti, Rikantini; Mandasari, Virginia; Gabriela, Elisabet; Chendraningrum, Dinarsiah
Jurnal Riset Pendidikan Ekonomi Vol. 10 No. 1 (2025): APRIL
Publisher : Fakultas Ekonomika dan Bisnis, Universitas Kanjuruhan Malang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21067/jrpe.v10i1.11668

Abstract

The increase in visitor numbers during holidays has positive implications for the tourism business; however, it can also lead to negative impacts such as overcrowding, increased pollution, vandalism, and potential disorder. These negative consequences may affect visitor satisfaction, comfort, convenience, and safety. Therefore, the implementation of visitor management is necessary as a proactive measure to create a better holiday experience. This study adopts a quantitative approach using a questionnaire distributed to respondents. The questionnaire includes statements evaluating the performance of tourist destinations in Bandung and the importance of these statements from the visitors' perspectives. The collected data is analyzed using the Importance-Performance Analysis (IPA) technique with the aid of SPSS version 26. IPA is used to assess and evaluate the performance of destination managers by comparing the importance of various attributes of a product or service (i.e., the tourism experience) with visitors' perceptions of how well these attributes meet their expectations. This study aims to explore and understand the effectiveness of visitor management in addressing challenges caused by visitor surges and the extent to which visitor satisfaction can be achieved through the implementation of appropriate management strategies.
Analysis of Key Drivers Influencing Airline Ticket Purchases at a Conventional Travel Agency in Bandung Widiyanti, Rikantini; Gusniarti , Raflina Syifa
Journal of Tourism Sustainability Vol. 5 No. 1 (2025): Volume 5 Number 1 (2025)
Publisher : Politeknik Negeri Bandung

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35313/jtospolban.v5i1.163

Abstract

Shifting consumer travel behavior and the dominance of online platforms have challenged the relevance of traditional travel agencies such as XYZ Travel Agency, a conventional service provider based in Bandung. This study aims to identify the key drivers of airline ticket purchase decisions using a quantitative approach and Confirmatory Factor Analysis (CFA). A structured questionnaire consisting of 23 indicators was distributed to 106 respondents. The results reveal four key influencing factors: (1) brand popularity and price appeal, including brand recognition and competitive pricing; (2) credibility, reflecting trust, reputation, and information accuracy; (3) competitive pricing, defined by price–value alignment and service transparency; and (4) service convenience and efficiency, encompassing responsiveness, route variety, and ease of transactions. These findings indicate that customer decisions are influenced by more than price alone—brand trust, service quality, and perceived value are also critical. To remain competitive, traditional travel agencies must enhance brand presence, provide reliable, accessible services, and align their offerings with evolving customer expectations.
Pengembangan Packaging dan Branding “Taste of Gambung” pada Produk Hasil Bumi Desa Mekarsari Gambung Widiyanti, Rikantini; Novianti, Syifaa; Suryana, Marceilla; Raka Siwi Putri Utomo, Sherly; Andrianto, Tomy; Ariani Noor, Any; Surjani Tjahjawati, Sri; Leo, Gundur; Sutrisni, Rivan
Jurnal Pengabdian kepada Masyarakat Nusantara Vol. 5 No. 4 (2024): Jurnal Pengabdian kepada Masyarakat Nusantara (JPkMN) Edisi September - Desembe
Publisher : Lembaga Dongan Dosen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55338/jpkmn.v5i4.4308

Abstract

Program Pengembangan Packaging dan Branding “Taste of Gambung” pada produk oleh-oleh Desa Mekarsari Gambung bertujuan untuk meningkatkan daya saing produk lokal melalui desain kemasan yang profesional dan menarik. Kegiatan ini melibatkan sosialisasi hasil desain kepada pelaku UMKM dan pengelola desa wisata, serta evaluasi mengenai implementasi desain kemasan pada berbagai produk unggulan, seperti teh, keripik, dan olahan khas lainnya. Dengan fokus pada visual branding, program ini dirancang untuk memperkuat identitas produk, meningkatkan daya tarik pasar, dan mendukung keberlanjutan melalui penggunaan bahan kemasan yang ramah lingkungan. Respon positif dari para peserta menunjukkan kesadaran akan pentingnya kemasan yang efektif dalam mendongkrak nilai jual produk. Evaluasi kegiatan menekankan perlunya pendampingan lebih lanjut untuk memastikan implementasi desain yang optimal dalam produksi kemasan. Secara keseluruhan, program ini berhasil membangun fondasi yang kuat bagi pengembangan UMKM lokal, meningkatkan daya tarik produk, serta memperkuat posisi Desa Mekarsari Gambung sebagai destinasi wisata yang menawarkan produk oleh-oleh berkualitas tinggi dengan branding yang konsisten.
Co-Authors Ariani Noor, Any Chendraningrum, Dinarsiah Gabriela, Elisabet Gusniarti , Raflina Syifa Leo, Gundur Mandasari, Virginia Raka Siwi Putri Utomo, Sherly Sri Surjani Tjahjawati Suryana, Marceilla Sutrisni, Rivan Syifaa Novianti Tomy Andrianto Utami, Bilqis Dwi