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All Journal Jurnal Ilmiah Pariwisata Journal of Innovation Research and Knowledge Jurnal Ilmiah Pariwisata
Aprilia Divi Yustita
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Pengaruh Dimensi Kualitas Pelayanan Tour Leader Terhadap Loyalitas Konsumen di PT Pesona Ijen Tour and Travel Banyuwangi Rika Yulia Astarina P; Aprilia Divi Yustita; Masetya Mukti
Jurnal Ilmiah Pariwisata Vol 26 No 1 (2021): Jurnal Ilmiah Pariwisata
Publisher : Pusat Penelitian dan Pengabdian Kepada Masyarakat, Sekolah Tinggi Pariwisata Trisakti

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30647/jip.v26i1.1411

Abstract

This research took place at PT Pesona Ijen Tour and Travel Banyuwangi, this study aims to determine the effect of quality indicators of tour leader services on consumer loyalty at PT Pesona Ijen Tour & Travel Banyuwangi and the managerial implications that can be applied at Pesona Ijen. This research is a quantitative research with survey method. The samples used in this study were customers who had used tour services from Pesona Ijen and had been accompanied by tour leader Pesona Ijen during their trip. The sampling technique uses Simple Random Sampling with a total sample of 100 peoples. Data collection techniques used interview methods, questionnaires, literature studies and documentation. The results of this study indicate that the five dimensions of service quality have a significant effect on customer loyalty at PT Pesona Ijen Tour and Travel Banyuwangi, both through partial and simultaneous testing. The influence given by the quality of tour leader services to customer loyalty at PT Pesona Ijen Tour and Travel Banyuwangi is 43% obtained through testing the coefficient of determination, whereas 57% is influenced by other variables that’s not observed in this research. Keywords: Customer Loyalty; Service Quality; Tour Leader
Pengaruh Dimensi Kualitas Pelayanan Tour Leader Terhadap Loyalitas Konsumen di PT Pesona Ijen Tour and Travel Banyuwangi Rika Yulia Astarina P; Aprilia Divi Yustita; Masetya Mukti
Jurnal Ilmiah Pariwisata Vol 26 No 1 (2021): Jurnal Ilmiah Pariwisata
Publisher : Pusat Penelitian dan Pengabdian Kepada Masyarakat, Institut Pariwisata Trisakti

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30647/jip.v26i1.1411

Abstract

This research took place at PT Pesona Ijen Tour and Travel Banyuwangi, this study aims to determine the effect of quality indicators of tour leader services on consumer loyalty at PT Pesona Ijen Tour & Travel Banyuwangi and the managerial implications that can be applied at Pesona Ijen. This research is a quantitative research with survey method. The samples used in this study were customers who had used tour services from Pesona Ijen and had been accompanied by tour leader Pesona Ijen during their trip. The sampling technique uses Simple Random Sampling with a total sample of 100 peoples. Data collection techniques used interview methods, questionnaires, literature studies and documentation. The results of this study indicate that the five dimensions of service quality have a significant effect on customer loyalty at PT Pesona Ijen Tour and Travel Banyuwangi, both through partial and simultaneous testing. The influence given by the quality of tour leader services to customer loyalty at PT Pesona Ijen Tour and Travel Banyuwangi is 43% obtained through testing the coefficient of determination, whereas 57% is influenced by other variables that’s not observed in this research. Keywords: Customer Loyalty; Service Quality; Tour Leader
EVALUASI SOP TELEPHONE OPERATOR DALAM MENUNJANG KELANCARAN OPERASIONAL PADA FRONT OFFICE DEPARTMENT DI KETAPANG INDAH HOTEL BANYUWANGI Eka Afrida Ermawati; Aprilia Divi Yustita; Esa Riandy Cardias; Syifa’ Fauziyah
Journal of Innovation Research and Knowledge Vol. 5 No. 7 (2025): Desember 2025
Publisher : Bajang Institute

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

Abstract

Telephone operator is part of front office which play an important role in creating first impression through telephone communication with the guests. To ensure that the operational work well, it is very important for a telephone operator to applied SOP consistenly and effectively. The aim of this study is to evaluate implementations of trainee telephone operator SOPs in supporting the operational smoothness of Front Office Department at Ketapang Indah Hotel Banyuwangi. This study employs a qualitative method with data collection techniques including observation, interview, and documentation. The results show that the telephone operators such as response accuracy and speed, professional ethics and attitude, posture and body language, communication and language, and call handling. However, in communication and language indicator, some operators were found to be inconsistent in using formal language when interacting with the guests. These findings highlight the importance of continued training to enhance operators' formal communication skills to improve operators’ communication quality in line with the hotel service standards
Co-Authors Eka Afrida Ermawati Esa Riandy Cardias Masetya Mukti Rika Yulia Astarina P Syifa’ Fauziyah