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I Made Trisna Semara
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Journal of Business on Hospitality and Tourism
Published by Institut Pariwisata dan Bisnis Internasional
ISSN : 25279092     EISSN : 25276921     DOI : https://doi.org/10.22334/jbhost
Core Subject : Social,
Social Sciences
JBHOST aims at initiating and stimulating high-impact and innovative research relevant for academics and practitioners within the hospitality and tourism industries. The audience of this publication primarily comprises academics, graduate students, practitioners and all others interested in hospitality and tourism industries. The journal welcomes and encourages articles from practitioners and academics as well as qualitative and quantitative researches. Each paper will be judged according to international standards, originality/innovativeness of paper, contribution to knowledge, its relevance of the subject and its quality of presentation. Those papers are subject to a double blind reviewing.
Arjuna Subject : Bisnis, Menejemen, dan Akutansi (semua kategori) - Tourism, Leisure and Hospitality Management
Articles 5 Documents
 1 
Search results for , issue "Vol. 11 No. 1 (2025): June 2025" : 5 Documents clear
Tangible Deficits and Tourist Dissatisfaction: Diagnosing Service Gaps in an Emerging Indonesian Coastal Tourism Village Nugrahani, Cahaya; Haris, Abdul; Nugroho, Arif Julianto Sri; Tasari; Marjukah, Anis; Darmo, M Pujo; Sulistyowatie, Syska Lady
Journal of Business on Hospitality and Tourism Vol. 11 No. 1 (2025): June 2025
Publisher : Institut Pariwisata dan Bisnis Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22334/jbhost.v11i1.388

Abstract

Community-based tourism (CBT) is promoted across Indonesia as a vehicle for rural economic revitalization and post-pandemic recovery. Yet, its success hinges on service quality—a dimension often overlooked in emerging destinations. This study employs the SERVQUAL model to assess the service quality gap at Jatimalang Beach Tourism Village, Purworejo Regency, Central Java. A purposive sample of 108 domestic and international tourists completed a structured survey measuring expectations and perceptions across five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Findings reveal a significant overall negative gap (M = –87.27), with tangibles exhibiting the largest deficit (M = –145.50), followed by reliability (–94.12) and empathy (–88.36). Results indicate systemic service underperformance, driven primarily by inadequate physical infrastructure. The study concludes that CBT initiatives lacking investment in tangible assets risk failing to meet tourist expectations, undermining sustainability and competitiveness. Strategic recommendations include prioritizing infrastructure upgrades and service training to align with post-pandemic tourist demands for safety, hygiene, and authenticity.
Beyond Transactions: How Relational Capital Drives Brand Loyalty in Bali’s Tourism SMEs Diwyani, Ni Made Sthita Prajnasya; Agustina, Ni Ketut Wiwiek
Journal of Business on Hospitality and Tourism Vol. 11 No. 1 (2025): June 2025
Publisher : Institut Pariwisata dan Bisnis Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22334/jbhost.v11i1.452

Abstract

In the post-pandemic tourism landscape, travel agencies must rebuild customer loyalty through relational strategies. This study examines the direct effects of customer engagement and brand trust on brand loyalty among 289 customers of a Bali-based travel agency. Using multiple linear regression in SPSS 25, findings confirm that both customer engagement (β = 0.396, p < 0.001) and brand trust (β = 0.453, p < 0.001) significantly and positively influence brand loyalty, with the model explaining 68% of variance (R² = 0.680). Simultaneously, the two predictors exert a strong joint effect (F = 303.306, p < 0.001). The results affirm that even in an era of digital self-booking, interpersonal trust and emotional engagement remain critical drivers of loyalty in tourism intermediaries. Strategic recommendations include investing in personalized communication, transparent service recovery, and consistent brand delivery to strengthen relational equity.
From Intern to Industry Professional: How Work Experience and Satisfaction Influence Career Intentions in the Hotel Sector Zikrah, Dina; Ilham; Hasnel, Haru; Ferdian, Feri
Journal of Business on Hospitality and Tourism Vol. 11 No. 1 (2025): June 2025
Publisher : Institut Pariwisata dan Bisnis Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22334/jbhost.v11i1.455

Abstract

The hospitality industry faces persistent challenges in talent retention, particularly among new graduates. This study investigates how the nature of work and internship satisfaction jointly influence future career intentions among hotel management students in Indonesia. Using a quantitative, causal-comparative design, data were collected from 115 students at Universitas Negeri Padang who had completed internships in the hotel sector. Partial Least Squares Structural Equation Modeling (PLS-SEM) was employed to test a mediation model. Results indicate that (1) the nature of work positively affects career intentions (β = 0.531, p < 0.001); (2) internship satisfaction also has a significant positive effect (β = 0.571, p < 0.001); and (3) internship satisfaction fully mediates the relationship between work nature and career choice (indirect effect = 0.094, p = 0.080). Contrary to expectations, the nature of work did not significantly predict internship satisfaction (p = 0.080), suggesting that students’ career decisions are shaped more by their overall satisfaction with the internship experience than by specific job characteristics. These findings underscore the strategic importance of designing meaningful, supportive internship programs to cultivate long-term industry commitment.
Digital Leap in Rural Tourism: Adoption Challenges and Outcomes of a SaaS-Based Visitor Platform in an Indonesian Tourism Village Pramesti, Putu Bunga Chandra Sukma; Narottama, Nararya; Sukana, Made
Journal of Business on Hospitality and Tourism Vol. 11 No. 1 (2025): June 2025
Publisher : Institut Pariwisata dan Bisnis Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22334/jbhost.v11i1.460

Abstract

Digital transformation is redefining the operational landscape of community-based tourism, particularly in post-pandemic Southeast Asia. This qualitative case study examines the implementation and impact of the Atourin Visitor Management System (AVMS)—a digital platform offering online ticketing, visitor tracking, and real-time financial reporting—in Kenderan Tourism Village, Bali. Through semi-structured interviews with village managers, Atourin representatives, and tourists, combined with field observations and document analysis, the study investigates how digitalization influences destination management, revenue transparency, and tourist experience. Findings reveal that the AVMS partnership directly contributed to Kenderan’s reclassification from a “developing” to an “advanced” tourism village within one year and supported its placement among the Top 75 in the 2023 Indonesian Tourism Village Award. However, implementation barriers persist, primarily rooted in human resource constraints: elderly POKDARWIS (Tourism Awareness Community) members face difficulties operating the dashboard, and frontline staff struggle to guide tourists due to limited digital literacy and language barriers. The study concludes that while digital tools can catalyze institutional recognition and operational efficiency, their success hinges on capacity-building and contextual adaptation. Strategic recommendations include localized training, iterative system design, and co-creation with community stakeholders.
From Classroom to Career: Assessing Job Match and Competency Relevance Among Hospitality and Tourism Graduates in the Philippines Maravilla, Vicente Jr Salado; Gidayawan, Myrla Mercedes; Anticuando, Demetrio S.; Gantalao, Cecil S.; Bastasa, Kriszia Dimpsy; Resos, Jannalou Lao; Dela Pena, Cris Edren; Collamar, Nelson B.; Remonde, Ava Mella
Journal of Business on Hospitality and Tourism Vol. 11 No. 1 (2025): June 2025
Publisher : Institut Pariwisata dan Bisnis Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22334/jbhost.v11i1.487

Abstract

Graduate employability remains a critical policy concern in the Philippines, where studies indicate a persistent job-skill mismatch despite high enrollment in service-sector degree programs. This tracer study examines the labor market outcomes of 100 graduates (2017–2022) from the Department of Hospitality and Tourism at the University of San Carlos (USC), a CHED-recognized Center for Development. Using the standardized CHED Tracer Study Instrument, the research assesses job match, time-to-employment, and the workplace relevance of program outcomes and competencies. Findings reveal a strong overall job match, with 82% employed and over 50% working in tourism- or hospitality-related fields. All program outcomes—including business knowledge, communication, leadership, and technical competencies—were rated as “very greatly needed” in current roles (mean ≥ 4.27 on a 5-point scale), with no significant differences across programs (p = 0.165). Communication skills (91.9%) and human relations (79.1%) emerged as the most valued competencies in graduates’ first jobs. While these results affirm the program’s alignment with industry demands, the 18% non-employment rate and substantial spillover into non-tourism sectors (e.g., BPO, real estate) signal latent mismatch risks. The study underscores the need for enhanced career counseling, digital upskilling, and longitudinal tracking to ensure sustained graduate relevance in a dynamic labor market.

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