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All Journal JURNAL SAINS PEMASARAN INDONESIA Jurnal Pendidikan Ilmu Sosial Tourism & Hospitality Essentials Journal Tourism Scientific Journal Entrepreneurship Bisnis Manajemen Akuntansi (E-BISMA) The Journal Gastronomy Tourism J-KIP (Jurnal Keguruan dan Ilmu Pendidikan) Journal of Tourism Education Manajemen dan Pariwisata Saba : Journal of Tourism Research
Gita Siswhara
Universitas Pendidikan Indonesia
Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Mathematics Social Sciences Other

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Journal : Tourism

 1 
PENGARUH SERVICE RECOVERY TERHADAP KEPUASAN PENUMPANG DIBANDARA HUSEIN SASTRANEGARA Siswhara, Gita; Abdullah, Taufik; Karina, Fauzia Dwisti
THE Journal : Tourism and Hospitality Essentials Journal Vol 6, No 1 (2016)
Publisher : Universitas Pendidikan Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17509/thej.v6i1.2011

Abstract

Tourism is one of industries that is growing quite rapidly and cannot be separated from the roles of other sectors. One of those sectors is transportation. Air transportation service, as the most important transportation, needs assistance from airport that has one of tourism elements which is accessibility. One of the airports in Indonesia, which is Husein Sastranegara Bandung airport, always faces increase in the number of passengers in every year which cause over capacity. It makes PT Angkasa Pura II, as the maintainer of the airport, receive many complaints from the passengers. Those complaints will affect the passengers’ satisfaction. In order to decrease service failure, the airport management applies service recovery in the form of actions, efforts, or process to increase passengers satisfaction. In this study, service recovery that consists of procedural justice, interactive justice and outcome justice. In the other hand, passengers satisfaction which is obtained from the comparison result between the performance perceived by the passengers (perceived) and the passengers’ expectation (expected).The population of respondents in this study is 100 passengers who have ever made complaints and received service recovery at Husein Sastranegara airport. The method used in this study is descriptive- explanatory method with less than a year length of research (cross sectional method). The data analysis and hypothesis test technique used in this study is multiple linear regression. The purposes of this study are to gain and/or get the result about passengers satisfaction towards service recovery. The result of this study shows that the entire dimension of service recovery has significant influence towards passengers satisfaction.
ANALISIS SERVICE EXPERIENCE DALAM MENCIPTAKAN KEPUASAN PENUMPANG KERETA WISATA PT. KERETA API PARIWISATA (Survei Pada Wisatawan Domestik Kereta Wisata Bali, Kereta Wisata Toraja, Kereta Wisata Nusantara PT. Kereta Api Pariwisata) Sari, Wulan; Wibowo, Lili Adi; siswhara, Gita
THE Journal : Tourism and Hospitality Essentials Journal Vol 1, No 2 (2011)
Publisher : Universitas Pendidikan Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17509/thej.v1i2.1900

Abstract

PT. Kereta Api Pariwisata is one of subsidiaries of PT. Kereta Api Indonesia (Persero), which manages business travel services and tour-based railroad. PT. Kereta Api Pariwisata has thre tourism trains such Bali tourism train, Toraja tourism train, and Nusantara tourism train. The third tourism train offers comfort and beauty of the theme of culture of Bali, Toraja, and Nusantara that can provide a service experience to passengers is expected to create a tourism train passenger satisfaction PT. Kereta Api Pariwisata. The theory of service experience that is used by Knutson et al., In Identifying the Dimensions of the Experience Construct. Journal of Hospitality Leisure Marketing (2006:39) with dimensions used are incentive, accessibility, convenience, utility, environment, benefits, and trust. Theory of satisfaction is a composite theory of Kotler (2009:164) with dimensions of performance and importance to the theory Hatane Semuel (2009:30) which states "Important Necessary-performance analysis, namely by conducting a survey of the passengers to know the expectations of passengers against the interests of each attribute and the level of satisfaction derived from the actual service." So the dimensions of satisfaction used was the performance, importance , and expectations. The premise which supporting this study is from Debra Grace, Aron O'cass (2004), Hoi Mun (2006), and Nigel Hill, Rachel Allen (2007). Based on the above explanation, the research about on service experience analysis in creating a tourism train passenger satisfaction PT. Kereta Api Pariwisata. This research is using descriptive and verificatife with is an explanatory method survey sampling technique with accidental sampling (convenience sampling) technique, and the number of samples of 115 respondents. Analysis technique data in using Path Analysis with the help of software SPSS 15.0 computer interview, and quesioner as data collection techniques. The Findings showed that, the analysis of service experience through the incentive dimension, accessibility, convenience, utility, environment, benefits, and trust have influence over the passenger’s satisfaction. Former of need dimention wich have the highest influence isbenefit and accessibility dimension have a little significant impact on passenger’s satisfaction. As for the highest passenger tourism train satisfaction perceived to the dimensions of benefit. That means that passengers need the advantage of everything they done and easy access make the passengers feel the comfort of the tourism train. Limitations in this research that this study just conducted a survey to domestic passengers of tourism trains. Therefore, further research is expected to examine the foreign tourism train passenger satisfaction.
PENGARUH STRATEGI REPOSITIONING HOLIDAY INN BANDUNG TERHADAP KEPERCAYAAN TAMU MEMBER Shesarria, Gina; Siswhara, Gita
THE Journal : Tourism and Hospitality Essentials Journal Vol 2, No 2 (2012)
Publisher : Universitas Pendidikan Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17509/thej.v2i2.1941

Abstract

Hospitality industry has three classifications of the National Chain Hotel, International Hotel Chain and hotels that are managed independently. International Hotel Chain is standing in Bandung one of them is the Holiday Inn. Holiday Inn Bandung is one of the four-star hotel which has the highest actual share best among customary international chain hotel in the city of Bandung. One of the guests that must be maintained is a guest member. The effort to maintain it is to make changes or repositioning. The purpose of this study was to obtain findings on repositioning strategies undertaken, the level of trust and influence of repositioning strategies undertaken Holiday Inn Bandung guest member of the trust. Repositioning strategy used theory is Muzellec Lambkin, whereas the theory of confidence used was Doney Canon. Objects in this study was the guest of a member who stays good corporate member guest and guest of individual members. Independent variable (X) is a repositioning strategy that consists of three dimensions of brand logos, building renovation and staff performance. Dependent variable (Y), namely trust. This type of study is a descriptive verifikatif, and the method used is survey with stratified random sampling technique, the obtained sample size of 100 respondents to the division of 56 respondents for this type of corporate members and 44 guests respondents for this type of individual member guest. Techniques of data analysis and hypothesis test used is multiple regression. The results showed that the repositioning strategy did have an influence on trust. Dimensional result greatest value of the brand logo of amounting to 5.742, then the second highest value obtained through the staff performance of 5.363, while the building renovation is considered guest members have no influence because the guest member has not felt comfortable and familiar with the appearance and location of new facilities.
PENGARUH MEDIA ADVERTISING ABOVE THE LINE TERHADAP KEPUTUSAN MENGINAP DI ASTON BRAGA HOTEL AND RESIDENCE BANDUNG (Survei Pada Free Individual Traveller yang Menginap di Aston Braga Hotel And Residence Bandung) Juwitasari, Amalia; Siswhara, Gita
THE Journal : Tourism and Hospitality Essentials Journal Vol 5, No 1 (2015)
Publisher : Universitas Pendidikan Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17509/thej.v5i1.1997

Abstract

As time goes by, the tourism sector in Indonesia has grown and developed into an independent industry sources. National tourism develeopment has the purpose of facilitating the national tourism business, as one source of foreign countries, and the need to improve the organization and functioning of the implementing body in the field of tourism. Hotel industry is an important industry in tourism activities because hotel industry gives a large contribution for tourism sector. Aston Braga Hotel and Residence Bandung as one of four stars hotel in Bandung always strive to maintain aand increase every important aspects which are related to the main goal that is get customer loyalty. The goal can be reached by giving the best services to the guest that greatly exceeds their ecpectations and give an expectional experiences which hard to find in other hotels. In this research, independent variable (X) that used is media advertising above the line which is television, magazine, internet, dan billboard. Dependen variable (Y) is free individual traveller decisison to stay. This type of research is descriptive verification , and the method used sytematic random sampling tehnique, the number of sample obtained for 100 guest who stay Aston Braga Hotel and Residence Bandung. tehniques of data analysis and hypothesis testing used path analysis. The results showed that media advertising above the line significantly influence in decision to stay. The most influential factors for the media advertising above the line is internet which one most higher in reached decision to stay.
PENGARUH SERVICESCAPE TERHADAP LOYALITAS TAMU MANCANEGARA DI ALAM KULKUL BOUTIQUE RESORT BALI Yuliantina, Ghea Astri; Siswhara, Gita
THE Journal : Tourism and Hospitality Essentials Journal Vol 3, No 1 (2013)
Publisher : Universitas Pendidikan Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17509/thej.v3i1.1970

Abstract

Untuk menjaga eksistensi hotel di tengah dampak buruk persaingan dalam industri perhotelan, loyalitas tamu sangat diperlukan. Menurunnya jumlah tamu mancanegara yang loyal terhadap Alam Kulkul Boutique Resort Bali mengindikasikan adanya masalah yang harus dicari strategi untuk mengatasinya. Melalui servicescape yang bertema natural and traditional of Bali diharapkan dapat mempertahankan dan meningkatkan loyalitas tamu mancanegara di Alam Kulkul Boutique Resort Bali. Penelitian ini bertujuan untuk mengetahui servicescape yang ada di Alam Kulkul Boutique Resort Bali, loyalitas tamu mancanegara dan pengaruh servicescape terhadap loyalitas tamu mancanegara. Dalam penelitian ini, variabel bebas (X) yang digunakan yaitu servicescape yang terdiri dari ambient conditions, spatial layout and functionality, dan signs, symbols and artifacts. Variabel terikat (Y) yaitu loyalitas. Penelitian ini dilakukan selama lima bulan yakni bulan Desember 2011 sampai dengan bulan Mei 2012 dengan menggunakan teknik sampling stratified random sampling dan analisis jalur sebagai teknis analisis datanya. Kuesioner diberikan kepada 100 tamu mancanegara yang menginap di Alam Kulkul Boutique Resort Bali. Hasil penelitian menunjukkan servicescape di Alam Kulkul Boutique Resort Bali berada di kategori tinggi. Spatial layout and functionality sebagai salah satu bagian dari servicescape mendapatkan respon paling baik dan skor nilai paling tinggi. Loyalitas tamu mancanegara di Alam Kulkul Boutique Resort Bali juga berada pada kategori tinggi. Tamu mancanegara di Alam Kulkul Boutique Resort Bali memiliki tingkat behavioral yang lebih tinggi dibandingkan tingkat attitudinal sehingga mayoritas tamu mancanegara memiliki karakteristik spurious loyalty. Servicescape berpengaruh terhadap loyalitas tamu mancanegara. Pengaruh terbesar servicescape terhadap loyalitas tamu mancanegara diperoleh melalui spatial layout and functionality dan pengaruh terkecil diperoleh melalui signs, symbols and artifacts. Saran kepada Alam Kulkul Boutique Resort Bali yaitu agar dapat meningkatkan implementasi signs, symbols and artifacts dan melakukan upaya untuk meningkatkan loyalitas tamu mancanegara terutama faktor-faktor pada tingkat attitudinal tamu mancanegara.
PENGARUH CREATIVE TOURISM SAUNG ANGKLUNG UDJO TERHADAP KEPUTUSAN BERKUNJUNG WISATAWAN (Survei pada Pengambil Keputusan Kelompok Rombongan Sekolah Untuk Berkunjung ke Saung Angklung Udjo) Bellani, Novika; Siswhara, Gita
THE Journal : Tourism and Hospitality Essentials Journal Vol 2, No 2 (2012)
Publisher : Universitas Pendidikan Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17509/thej.v2i2.1945

Abstract

Bandung city is one of the cities in West Java has potential tourism that can be relied on, and one of the destination in Saung Angklung Udjo. Saung Angklung Udjo offers a package of art and cultural of West Java that attract tourist. The number of tourist visited in Saung Angklung Udjo continue to rised from 2004 until 2010. The increase in the number of tourist are most significant in 2008. Creative tourism is one of the strategy that can be used to increase visitor and continous visitor. In connection with these research conducted that creative tourism in Saung Angklung Udjo influence tourist visit decision. The purpose of this research is to find creative tourism influenced visiting decisions of Saung Angklung Udjo. Technique of sampling is saturated sampling. The method used in this research is explanatory survey by using ordinal scale. Analyze from this research used Path Analysis with a software computer tools SPSS 19.0. The result of this research found Creative Tourism influenced significantly 37,8% and the rest influence other factors. Based on the result of statictical test were obtained that Creative Spectacles, Creative Spaces, and Creative Tourism has an influence on the decision to visit. It can be conclude that creative spectacles, creative spaces, and creative tourism influence the visiting decision of Saung Angklung Udjo.
PENGARUH SERVICESCAPE TERHADAP BEHAVIORAL INTENTION DI KAFE KUPU-KUPU (Survei Terhadap Tamu Yang Melakukan Pembelian di Kafe Kupu-Kupu) Statifiansyah, Friga; Siswhara, Gita
THE Journal : Tourism and Hospitality Essentials Journal Vol 6, No 2 (2016)
Publisher : Universitas Pendidikan Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17509/thej.v6i2.5516

Abstract

This aims to find the influence of service scape to the behavioral intention for visitors at the restaurant. Many researchers have already discovered that people dine in the restaurant, not just because of the food taste, but also the ambience or physical attributes. Many restaurants have attempted to design its service scape to create a competitive advantage for surpassing the competitors. The variables studied in this research are service scape, as the independent variable, and the behavioral intention as the dependent one. The dimension of service scape consists of the ambient conditions, spatial layout, sign and symbols. Whereas, the dimension of behavioral intention consists of repurchase intention and the tendency of spreading the word-of-mouth about the restaurant. The instrument of this research was questionnaires that are distributed to 100 respondents. The multiple regression's statistical tool was used for analyzing the data and assisted by SPSS 18. The result indicated that the sign and symbol had the highest impact to the behavioral intention.
Pengaruh Social Media Marketing terhadap Purchase Decision di Kampung Daun Culture Gallery & Café Haryadi, Bahriyyatul Amik Amik; Gitasiswhara, Gitasiswhara; Khaerani, Rijal
Tourism and Hospitality Essentials Journal Vol 11, No 1 (2021)
Publisher : Universitas Pendidikan Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17509/jtee.v11i1.76942

Abstract

Tujuan dari penelitian ini ialah untuk mengetahui bagaimana pengaruh dari social media marketing terhadap purchase decision di Kampung Daun Culture Gallery Café. Variabel bebas (X) dalam penelitian ini adalah social media marketing yang terdiri dari beberapa sub-dimensi yaitu entertainment, interaction, trendiness, customization dan word of mouth serta yang menjadi variabel terikat (Y) adalah purchase decision. Metode yang digunakan adalah survei menggunakan systematic random sampling dengan jumlah responden sebanyak 110 terdiri dari konsumen individu yang telah mengikuti akun resmi Kampung Daun Culture Gallery Café di Instagram. Teknik analisis data yang digunakan adalah regresi berganda dengan menggunakan bantuan program IBM SPSS for Windows 26.0. Interaction, entertainment dan trendiness memiliki nilai tertinggi sedangkan customization dan word of mouth memiliki nilai terendah. Hasil penelitian menunjukkan bahwa secara bersama- sama variabel social media marketing memberi pengaruh signifikan terhadap purchase decision di Kampung Daun Culture Gallery Café. Namun secara terpisah hanya tiga sub-dimensi dari variabel social media marketing yang berpengaruh signifikan terhadap purchase decision.
Strategi Pengembangan Kapasitas Pemandu Wisata Rusmiati, Debi; Turgarini, Dewi; Siswhara, Gita
Tourism and Hospitality Essentials Journal Vol 13, No 1 (2023)
Publisher : Universitas Pendidikan Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17509/thej.v13i1.77838

Abstract

AbstrakArtikel ini bertujuan untuk memahami bagaimana kapasitas dan kompetensi pemandu wisata ditingkatkan. Masalah dan peluang yang terjadi pada saat proses pemanduan diidentifikasi. Pengembangan kapasitas kepemanduan wisata jika diimplementasikan dengan baik dapat menghasilkan pemandu wisata yang professional dan akan berdampak pada kualitas pelayanan. Kajian ini menggunakan metode kualitatif deskriptif dengan menggunakan data primer dan sekunder. Data primer didapatkan dari hasil wawancara dengan pemandu wisata pada organisasi pemandu. Sementara data sekunder diperoleh dari literatur pada penelitian-penelitian sebelumnya. Hasil kajian ini mengungkapkan bahwa pemandu wisata perlu untuk memiliki strategi dalam meningkatkan kapasitas kepemanduannya. Penelitian ini berimplikasi pada strategi yang perlu dilakukan oleh Tour Operator untuk meningkatkan kualitas pelayanan aktivitas perjalanan wisata.Keywords: pemandu wisata, profesionalisme, kapasitas, kompetensi AbstractThis article aims to understand how the capacity and competence of tour guides are improved. Problems and opportunities that occurred during the guidance process were identified. Tourism guidance capacity development, if implemented properly, can produce professional tour guides and will have an impact on service quality. This study uses a descriptive qualitative method using primary and secondary data. Primary data was obtained from the results of interviews with tour guides at tour guide organizations. Meanwhile, secondary data was obtained from the literature in previous studies. The results of this study reveal that tour guides need to have a strategy in increasing their guiding capacity. This research has implications for the strategies that need to be carried out by Tour Operators to improve the quality of tourism travel services.Keywords: tour guide, professionalism, capacity, competence
Co-Authors A.A. Ketut Agung Cahyawan W Amalia Juwitasari, Amalia Annisa Dwi Rachmawati, Annisa Asyifa, Fitri Nur bagja waluya, bagja Dewi Turgarini  Dewi, Lilis Eliana Dian Anggraeny Dianada Jayati, Jeanita Einsteinovi Fauzia Dwisti Karina, Fauzia Dwisti Fitri Nur Asyifa Ghea Astri Yuliantina, Ghea Astri Gina Shesarria, Gina GURNIWAN KAMIL PASYA, GURNIWAN KAMIL Hanifah, Nida Hartadji, Diandra Khansa Haryadi, Bahriyyatul Amik Amik Ilham Fajri, Ilham Khaerani, Rijal Khosihan, Aan Krista, Sellin Alifia Lili Adi Wibowo Masharyono Masharyono Naomi Nethania Nazwa, Nubzatu Novika Bellani, Novika Nurriyati, Ratih Oman Sukirman, Oman Pandia, Suka Prayanta Rahayu, Ismi Ramadhan, Rizal Rizky Rini Andari Rini Andari, Rini Rusmiati, Debi Setiyorini, Heri Statifiansyah, Friga Taufik Abdullah Vanessa Gaffar Walda P., Arvega Syah Winarsih, Gladis Dwi Wulung, Shandra Rama Panji Yeni Yuniawati, Yeni Zhafirin, Ghaza Naufal