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Jurnal Ilmiah Hospitality Management
Published by Institut Pariwisata dan Bisnis Internasional
ISSN : 20875576     EISSN : 25793454     DOI : https://doi.org/10.22334/jihm
Core Subject : Social,
Social Sciences
JIHM merupakan wadah kreatifitas dosen dalam menulis karya ilmiah dalam rangka memenuhi kewajiban Tri Dharma Perguruan Tinggi dan sebagai informasi ilmiah yang bisa dikembangkan bersama untuk tujuan pengalaman pengetahuan di kampus. JIHM berkomitmen merangsang penelitian berdampak tinggi dan inovatif yang relevan bagi akademisi dan praktisi di industri pariwisata, termasuk manajemen, rekreasi dan event. Audiensi kami terdiri dari akademisi, mahasiswa pascasarjana, praktisi dan semua yang tertarik pada bidang penelitian pariwisata. Jurnal ini menerima artikel dari para praktisi dan akademisi serta penelitian kualitatif dan kuantitatif. Setiap makalah akan dinilai berdasarkan standar nasional, orisinalitas / inovasi, kontribusi terhadap pengetahuan, relevansinya dengan subjek dan kualitas penyajiannya. Makalah-makalah tersebut akan direview oleh mitra bestari yang kredibel dan dapat dipercaya. Jurnal Ilmiah Hospitality Management diterbitkan dua (2) kali setahun, pada bulan Juni dan Desember
Arjuna Subject : Ilmu Sosial - Ilmu Sosial (Lain-Lain)
Articles 271 Documents
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Enhancing Repeat Patronage: Service Quality And Brand Image As Predictors Of Customer Loyalty In A Luxury Resort Triandani, Ni Ketut Asthi Dewanti; Sihombing, Irene Hanna H.; Witarsana, I Gusti Agung Gede
Jurnal Ilmiah Hospitality Management Vol. 16 No. 1 (2025): December 2025
Publisher : Institut Pariwisata dan Bisnis Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22334/jihm.v16i1.308

Abstract

In the competitive luxury hospitality industry, customer loyalty remains a critical determinant of sustainability. However, The Laguna, a luxury resort in Bali, has experienced a marked decline in repeat patronage despite substantial renovations, highlighting an unresolved gap between service delivery and brand promise. While previous studies have established links between service quality, brand image, and loyalty, research focusing on their interplay in the luxury resort segment under conditions of declining repeat visits remains limited. This study addresses this research gap by examining their combined and relative effects on customer loyalty at The Laguna. This study employed a quantitative survey design involving 90 repeat guests at The Laguna. Service quality was assessed using the SERVQUAL framework, while brand image and customer loyalty were measured through validated indicators. Multiple linear regression analysis was applied to test the hypotheses and evaluate the extent of influence.The results indicate that both service quality (β = 0.579, p < 0.001) and brand image (β = 0.244, p = 0.030) exerted significant and positive effects on customer loyalty. Service quality demonstrated the stronger influence, particularly through assurance, although reliability emerged as a weakness requiring managerial focus. Brand image, especially its uniqueness dimension, also contributed meaningfully, suggesting strategic opportunities for promotional enhancement. Collectively, these variables accounted for 62.1% of the variance in customer loyalty. The findings highlight the dual importance of service quality and brand image in sustaining loyalty within luxury resorts. For practitioners, the study underscores the urgency of enhancing reliability in service delivery and leveraging brand uniqueness through targeted promotional strategies. Theoretically, this research contributes to loyalty studies by contextualizing the service quality–brand image nexus within the luxury resort segment, offering insights for both scholars and managers concerned with improving guest retention.  
Enhancing Customer Satisfaction In Food Trucks Through Service And Product Quality Soerjanto; Ali Maksum
Jurnal Ilmiah Hospitality Management Vol. 16 No. 1 (2025): December 2025
Publisher : Institut Pariwisata dan Bisnis Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22334/jihm.v16i1.315

Abstract

This study aims to analyze the impact of product and service quality on customer satisfaction in food trucks in the Jabodetabek area, Indonesia. The study uses a quantitative approach with multiple linear regression models. The sample is taken using a purposive sampling technique, which includes customers who have purchased food from food trucks at least twice. The study shows that both product and service quality positively and significantly affect customer satisfaction, both separately and simultaneously. These findings fill the research gap regarding the food truck industry in Indonesia. The study makes an important contribution for food truck entrepreneurs to improve quality to build customer loyalty, and also recommends further research that includes other factors such as price, location, and customer experience.
The Socio-Economic Impact of Inpres 1/2025 and Study Tour Prohibition on DIY Tourism Haryanto, Eko; Tyas, Dyah Wahyuning; Noviati, Fitria
Jurnal Ilmiah Hospitality Management Vol. 16 No. 1 (2025): December 2025
Publisher : Institut Pariwisata dan Bisnis Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22334/jihm.v16i1.316

Abstract

This study examines the socio-economic impacts of Presidential Instruction (Inpres) No. 1 of 2025 on budget efficiency and the Prohibition of Study Tours from West Java, Central Java, and DKI Jakarta on the tourism sector in the Special Region of Yogyakarta (DIY). The research aims to identify policy-induced changes, evaluate their effects on social and economic aspects, and propose mitigation strategies for industry stakeholders. Using a preliminary exploratory qualitative and quantitative analysis approach, the study finds that both policies have negatively affected DIY tourism. Specifically, the budget efficiency measures constrained local economic activities, while the study tour ban triggered a domino effect, reducing income for both formal and informal sector actors reliant on tourism. The findings highlight the need for nuanced policy implementation that balances efficiency with sustainable support for local economic growth.  
Hands-On Training Improving Barista Competency: The Role Of Delivery Strategy Chairul Razak; Agus Riyanto; Silitonga, Parlagutan; Sigit Dani Nugraha
Jurnal Ilmiah Hospitality Management Vol. 16 No. 1 (2025): December 2025
Publisher : Institut Pariwisata dan Bisnis Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22334/jihm.v16i1.319

Abstract

A competent barista is needed, along with the increasing prevalence of coffee shops in Indonesia. This study aims to analyze the influence of training facility and training modules on participants' competencies mediated by delivery strategy. There are 212 respondents in a simple random technique to collect data by an accidental method. The PLS-SEM analysis method was applied using the Smart PLS 3.0 application. The results of the study showed that training facilities and delivery strategies have a direct effect on competent participants. Meanwhile, the training module does not directly influence competent participants. Training facilities and training modules have a direct effect on delivery strategies. Training facilities and training Modules affect competencies through delivery strategies. Delivery strategies have played a strong role in mediating the effect of training modules and competent participants that strengthen human resources in the hospitality industry. The researchers assumed that this is the contribution of this study since no such research has been conducted yet, in accordance with our observation
Managing Generation Z in the Restaurant Sector: Cross-Case Human Resource Management Challenges in the Sanur Tourism Area, Denpasar Arcana, I Nyoman; Muliana, I Wayan; Pastini, Ni Wayan; Budiani, Ni Putu Ariesta; Sudiparwati, Putu Ayu
Jurnal Ilmiah Hospitality Management Vol. 16 No. 1 (2025): December 2025
Publisher : Institut Pariwisata dan Bisnis Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22334/jihm.v16i1.321

Abstract

The restaurant sector in tourism areas such as Sanur, Bali faces ongoing human resource challenges, including high turnover, recruitment difficulties, and limited training effectiveness. These issues vary across hotel restaurants, fine-dining independent restaurants, and casual restaurants due to differences in management models and market positioning. This study aims to identify key human resource challenges, analyse differences in management approaches, and propose strategies to support workforce stability and operational efficiency. Using a descriptive qualitative approach, the research was conducted in three restaurant types in Sanur between July and October 2025.  Primary data were gathered through participatory observation complemented by in-depth interviews involving managers and employees from three categories of restaurants. The findings indicate distinct human resource management patterns and retention strategies, ranging from global career-oriented systems to family-based organizational cultures. This study confirms that organizational culture and Generation Z characteristics are key determinants in workforce retention strategies within tourism destinations.  
Interpreting Sustainability through the Lens of Generation Z: A Study of Hotel Experiences in Nusa Dua Putra, Putu Pendy Amdika; Putra, Putu Candra Ardiana
Jurnal Ilmiah Hospitality Management Vol. 16 No. 1 (2025): December 2025
Publisher : Institut Pariwisata dan Bisnis Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22334/jihm.v16i1.327

Abstract

Sustainability has become an influential factor shaping tourist behavior and hospitality marketing practices worldwide. Framed through the Triple Bottom Line, which integrates environmental, social, and economic dimensions, this study examines Generation Z’s perceptions of sustainability in the Nusa Dua hotel context using a phenomenological approach. Five informants aged 22–26 were selected through purposive sampling based on their prior stays in sustainability-oriented hotels, with data collected via in-depth interviews. The findings indicate that Generation Z perceives sustainability as an extension of an environmentally conscious lifestyle closely linked to social responsibility and generational identity. Participants emphasized the importance of transparency and authenticity in hotel operations, particularly in communicating resource management practices. Digital tools, such as smart-room technologies and app-based controls, were viewed as critical in enabling intuitive conservation behaviors. Moreover, Generation Z expects credible storytelling, meaningful community engagement, and innovative digital solutions to enhance sustainable stay experiences. This study offers practical insights for hotel managers seeking to engage Generation Z, while reinforcing the relevance of the Triple Bottom Line framework in contemporary hospitality research.
Resident’s Quality of Life in the Context of Tourism Development: A Systematic Review Abdillah, Fitri; Ayuningsih, Sri Fajar
Jurnal Ilmiah Hospitality Management Vol. 16 No. 1 (2025): December 2025
Publisher : Institut Pariwisata dan Bisnis Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22334/jihm.v16i1.329

Abstract

This systematic review syntheses 37 peer-reviewed studies published between 2020 and 2024 to examine how residents’ Quality of Life (QoL) has been conceptualised and assessed within contemporary tourism scholarship. Using bibliometric mapping and qualitative content analysis, the review identifies six dominant thematic clusters: the built environment and destination sustainability; resident–tourist interaction and value co-creation; sustainable tourist behaviour and pro-environmental actions; social tensions and perceived tourism impacts; experience-based and representational constructions of well-being; and objective QoL measurement and community evaluation frameworks. The findings reveal a marked shift from narrow, impact-driven and monodisciplinary approaches towards more integrative, multidimensional understandings of QoL that encompass economic, social, cultural, environmental, psychological, and governance dimensions. The period also reflects a conceptual transition from viewing well-being as a static condition to interpreting it as an evolving process aligned with transformational and experience-centred tourism. The review contributes theoretically by establishing QoL as a central indicator of destination sustainability, elaborating the role of value co-creation within host–guest relations, and highlighting the influence of implicit emotions and digital representation on QoL perceptions.  
Community-Based Cultural Tourism Development through “Mandullu’u’tonna” Local Wisdom in the Talaud Islands Lagarense, Helni Desty Yanice; Laluas, Efraim; Pramesti, Dinar Sukma Pramesti
Jurnal Ilmiah Hospitality Management Vol. 16 No. 1 (2025): December 2025
Publisher : Institut Pariwisata dan Bisnis Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22334/jihm.v16i1.330

Abstract

Tourism development in Indonesia’s border and outermost island regions remains constrained by geographical isolation, limited infrastructure, and weak institutional coordination, despite the presence of rich cultural resources. The Talaud Islands Regency illustrates this condition while possessing valuable intangible cultural heritage, particularly the Madulu’u’tonna ritual, a sacred ancestral tradition embodying spiritual, social, and ecological values. This study examines the potential development of Madulu’u’tonna as a community-based cultural tourism attraction by integrating the 4A destination framework (Attraction, Amenity, Accessibility, and Ancillary) with a Community-Based Tourism (CBT) perspective. Using a qualitative ethnographic approach, data were collected through participant observation, in-depth interviews with ten key informants, and document analysis. The findings indicate that Madulu’u’tonna has strong attraction potential rooted in authenticity, symbolic meaning, and communal participation. However, its development is constrained by limited amenities, accessibility challenges in a remote archipelagic context, and the absence of inclusive destination governance. Nevertheless, existing customary institutions and community hospitality practices provide a foundation for gradual, community-led tourism development. The study concludes that the 4A framework alone is insufficient for culturally sensitive peripheral regions. CBT is essential to safeguard ritual sanctity, strengthen local governance, and ensure equitable benefit distribution.
Sustaining Celuk Silver Craft Through Brand Image : Enhancing Competitiveness Based On Creative Tourism Wisudawati, Ni Nyoman Sri; Sari, Putu Ratna Juwita; Gayatri , Ni Nyoman Putri; Bria, Anastasya Endria
Jurnal Ilmiah Hospitality Management Vol. 16 No. 1 (2025): December 2025
Publisher : Institut Pariwisata dan Bisnis Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22334/jihm.v16i1.331

Abstract

Celuk silver crafts face competitive challenges in the creative tourism era, thus demanding increased innovation, strengthening digital branding, and developing creative tourism experiences. This study aims to analyze the influence of Product Innovation, Digital Branding, and Creative Tourism on Brand Image and Competitiveness using a quantitative approach based on SmartPLS 4.0. A total of 200 tourist respondents were involved in the measurement’s instruments demonstrated acceptable levels of validity and reliability. The inner model shows moderate to strong R-square values for brand image and competitiveness, while the outer model output indicates that all indicators are valid and reliable. The main results indicate that product innovation, digital branding, and creative tourism enhance brand image and competitiveness, with brand image serving as an important mediator. The findings, interpreted through the Resource-Based View (RBV) confirm that innovation, creative experiences, and digital branding capabilities are sources of sustainable competitiveness advantage for Celuk silver crafts.
Shaping Sangihe’s Marine Tourism Destination Image: A Multi-Stakeholder Perspective Mozes, Getruida Nita; Laluas, Efraim
Jurnal Ilmiah Hospitality Management Vol. 16 No. 1 (2025): December 2025
Publisher : Institut Pariwisata dan Bisnis Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22334/jihm.v16i1.332

Abstract

Destination image is a critical determinant of tourist attraction and long-term competitiveness, particularly for emerging marine tourism destinations. Sangihe Island, located in Indonesia’s outer island region, possesses diverse marine and coastal resources but faces challenges in forming a strong and consistent tourism destination image. Previous studies on destination image development have predominantly focused on marketing and promotional strategies, with limited attention to the role of multi-stakeholder collaboration in shaping image formation from the tourist’s perspective. This study aims to analyze how various stakeholders contribute to shaping Sangihe’s marine tourism destination image as perceived by tourists. This research employs a qualitative descriptive approach through in-depth interviews with tourists and key stakeholders, including government institutions, local communities, tourism businesses, media actors, and academic representatives. The analysis emphasizes key destination image dimensions from the tourist perspective, namely marine and natural attractions, environmental quality, service experience, accessibility, safety, and destination promotion. Data were analyzed thematically to explore stakeholder roles, interactions, and their influence on tourist perceptions. The findings indicate that effective collaboration among stakeholders plays a significant role in strengthening positive destination perceptions and enhancing tourist satisfaction. Integrated governance, active community participation, and coherent promotional narratives contribute to a favorable marine tourism image. However, fragmented coordination and unequal stakeholder involvement can weaken image consistency and visitor experience. This study contributes theoretically by integrating destination image and stakeholder collaboration frameworks within a marine tourism context. Practically, the findings provide strategic insights for destination managers and policymakers to reinforce collaborative approaches as a foundation for sustainable marine tourism development in small island destinations.

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