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Jurnal Ekonomi, Manajemen Pariwisata dan Perhotelan
Published by Lembaga Pengembangan Kinerja Dosen
ISSN : 28095901     EISSN : 28096037     DOI : 10.55606
Core Subject : Economy, Science,
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance
Jurnal Ekonomi, Manajemen Pariwisata dan Perhotelan (JEMPPER): menyambut baik kiriman yang memberikan wawasan tentang masalah terkini dan utama yang berhubungan dengan studi Ilmu Ekonomi Manajemen termasuk Manajemen Pariwisata dan Perhotelan. Jurnal ini menyediakan tempat bagi para peneliti dan praktisi Ekonomi Manajemen termasuk bidang kepariwisataan dan perhotelan untuk berdiskusi, mengejar dan mempromosikan pengetahuan di bidang-bidang yang muncul dan berkembang dalam studi Ilmu Ekonomi Manajemen termasuk Manajemen Pariwisata dan Perhotelan. Artikel bisa ditulis dalam bahasa Inggris atau bahasa Indonesia dan diterbitkan 3 kali setahun: Januari, Mei dan September.
Arjuna Subject : Bisnis, Menejemen, dan Akutansi (semua kategori) - Bisnis, Menejemen, dan Akutansi (Lain-Lain)
Articles 305 Documents
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Pengaruh Inovasi Kualitas Pelayanan terhadap Loyalitas Konsumen melalui Mediasi Kepuasan Konsumen pada Bisnis Ritel Achmad Satrio; Wahju Wulandari; Mulyono Mulyono
Jurnal Ekonomi, Manajemen Pariwisata dan Perhotelan Vol. 4 No. 3 (2025): Jurnal Ekonomi, Manajemen Pariwisata Dan Perhotelan
Publisher : Lembaga Pengembangan Kinerja Dosen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/jempper.v4i3.5086

Abstract

This study examines the role of service innovation in fostering customer loyalty, with customer satisfaction acting as a mediating variable, in the context of PT Pos Indonesia (Persero) KCP Lawang. The research is driven by the growing competition in the courier service industry and the observed decline in the company’s customer satisfaction index. Employing a quantitative approach with an explanatory research design, data were collected from 100 respondents using an accidental sampling technique. The data were analyzed using Structural Equation Modeling–Partial Least Squares (SEM-PLS) with the SmartPLS 4 software. nThe results reveal that service innovation exerts a significant positive effect on customer satisfaction, indicating that innovative service features, improved processes, and responsiveness to customer needs can substantially enhance the overall customer experience. Furthermore, customer satisfaction was found to significantly and positively influence customer loyalty, demonstrating its importance in retaining customers in a competitive market. Interestingly, the direct effect of service innovation on customer loyalty was not statistically significant, suggesting that innovation alone is insufficient to guarantee customer loyalty without first addressing satisfaction. The mediation analysis confirms that customer satisfaction serves as a full mediator between service innovation and loyalty, meaning that the benefits of innovation in services are fully realized through their ability to meet and exceed customer expectations. These findings underscore the strategic importance of prioritizing customer satisfaction initiatives in the development of service innovations. For PT Pos Indonesia and similar service providers, focusing on tailoring innovative offerings to customer preferences and needs can enhance satisfaction levels, which in turn fosters long-term loyalty. The study contributes to the literature by clarifying the indirect pathway through which service innovation influences loyalty and offers practical implications for designing customer-centered innovation strategies in the courier service sector.
Strategi Pemasaran untuk Meningkatkan Occupancy Kamar Hotel di Bali melalui Peningkatan Kapasitas SDM yang Bekerja Ada Online Travel Agent Dadang Hermawan; I Made Darsana; I Gusti Made Sukaarnawa; I Putu Arnawa
Jurnal Ekonomi, Manajemen Pariwisata dan Perhotelan Vol. 4 No. 3 (2025): Jurnal Ekonomi, Manajemen Pariwisata Dan Perhotelan
Publisher : Lembaga Pengembangan Kinerja Dosen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/jempper.v4i3.5087

Abstract

The hotel industry in Bali is facing various challenges that have resulted in low occupancy rates. Some of the main factors contributing to this problem include increasingly fierce competition between hotels, fluctuations in tourist demand due to seasonal and global factors, and the suboptimal utilization of digital marketing channels through Online Travel Agent (OTA) platforms. One of the main causes of this suboptimal utilization of OTAs is the limited capacity of human resources (HR) to effectively manage these platforms. Many HR have not yet mastered digital marketing strategies, are unable to optimally manage hotel listings, and lack the skills to provide superior online customer service. This study aims to formulate an effective marketing strategy by improving HR competency in OTA management. The strategy focuses on digital marketing training, improving customer service quality, and optimizing information and the display of hotel listings on OTA platforms. The method used is a qualitative approach through case studies of several hotels in Bali. Data collection techniques were carried out through in-depth interviews with hotel managers, digital marketing staff, and employees directly involved in OTA management. The results show that improving HR competency through structured training and continuous development has a significant impact on increasing the number of room bookings and occupancy rates. Competent human resources can maximize hotel visibility on OTAs, respond to customer needs more quickly and accurately, and build long-term relationships with them. Integrated marketing strategies with improved human resource quality have proven key to increasing hotel competitiveness, room occupancy, and overall revenue.
Analisis Pragmatik Gaya Bahasa Hiperbola Dalam Iklan Kosmetik Anti-Aging Ni Putu Isha Aprinica; Arik Agustina; Luh Eka Susanti; Ida Ayu Gayatri Kesumayathi
Jurnal Ekonomi, Manajemen Pariwisata dan Perhotelan Vol. 4 No. 3 (2025): Jurnal Ekonomi, Manajemen Pariwisata Dan Perhotelan
Publisher : Lembaga Pengembangan Kinerja Dosen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/jempper.v4i3.5090

Abstract

This study aims to analyze the use of hyperbole in anti-aging cosmetic advertisements from a pragmatic perspective. Hyperbole is a form of linguistic expression frequently used in advertising to attract audience attention and form strong perceptions of a product. The main focus of this study is how hyperbole is used strategically in conveying advertising messages and influencing consumer behavior. The data in this study consist of anti-aging cosmetic advertisement texts collected from various media, including print, television, and digital platforms. Data collection techniques were carried out through documentation and observation of advertising content that emphasizes the use of hyperbole. The results of the study indicate that there are four dominant types of hyperbole in anti-aging cosmetic advertisements. First, temporal hyperbole, which emphasizes the speed of results, such as the claim "younger-looking skin in just 3 days." Second, quantitative hyperbole, which uses excessive numbers and percentages, for example "eliminates 99% of wrinkles instantly." Third, qualitative hyperbole, which exaggerates the efficacy or superiority of a product, such as "the secret to unparalleled eternal beauty." Fourth, comparative hyperbole, which compares a product with an unrealistic analogy or metaphor. From a pragmatic perspective, the use of hyperbole has three main functions, namely: (1) a persuasive function, to convince consumers that the product is very effective; (2) an emotive function, to arouse consumers' emotions and desires for an ideal appearance; and (3) a conative function, to encourage real action in the form of purchasing the product. This study confirms that hyperbole is not only a rhetorical device, but also a powerful communicative strategy in shaping consumer perceptions and behavior in the realm of cosmetic advertising.
Implementasi Manajemen Risiko Pada Account Receivable Di The Westin Resort & Spa Ubud Bali Pande Komang Feby Wahyuni; I Putu Arnawa; Ni Made Sri Rukmiyati
Jurnal Ekonomi, Manajemen Pariwisata dan Perhotelan Vol. 4 No. 3 (2025): Jurnal Ekonomi, Manajemen Pariwisata Dan Perhotelan
Publisher : Lembaga Pengembangan Kinerja Dosen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/jempper.v4i3.5091

Abstract

This study aims to analyze the implementation of risk management in accounts receivable at The Westin Resort & Spa Ubud Bali. Accounts receivable is a crucial component in maintaining the smooth cash flow of the hotel, but it is also highly vulnerable to the risk of bad debts, which can impact the company's financial stability. In daily operations, bad debts, especially from third parties such as travel agents, are one of the main challenges faced by the hotel's finance team. This study uses a qualitative descriptive approach with data collection methods through in-depth interviews with account receivable staff and analysis of documents and accounts receivable reports for 2023–2024. The results show that the hotel has implemented five main stages in the risk management process: risk identification, risk analysis, risk evaluation, risk control, and risk monitoring. The main risks identified are bad debts due to late or inability to pay from travel agents and human error in the administrative process. Technology-based monitoring systems such as Opera System have been used to monitor and record accounts receivable activities routinely. However, this study also identified several weaknesses, such as a lack of formal documentation related to identified risks and a reactive rather than proactive risk management strategy. In conclusion, the implementation of risk management in accounts receivable at The Westin Resort & Spa Ubud Bali has been quite successful. However, improvements are still needed in terms of risk recording, strengthening the documentation system, and providing regular training to relevant staff. With these improvements, accounts receivable management can be more effective and contribute positively to the hotel's overall financial sustainability.
Analisis Peranan Income Audit Pada Pengendalian Internal Di Hotel The Westin Resort & Spa Ubud Bali Pande Made Karina Bimantari; I Putu Arnawa; I Gusti Ngurah Agung Wiryanata
Jurnal Ekonomi, Manajemen Pariwisata dan Perhotelan Vol. 4 No. 3 (2025): Jurnal Ekonomi, Manajemen Pariwisata Dan Perhotelan
Publisher : Lembaga Pengembangan Kinerja Dosen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/jempper.v4i3.5092

Abstract

This study aims to determine the role of income audit in the implementation of internal control at The Westin Resort & Spa Ubud Bali Hotel, specifically in auditing revenues originating from the Food & Beverage department. Income audit is an important process that functions to ensure the accuracy and reliability of daily revenue reports, as well as prevent errors or fraud that can be detrimental to hotel management. This study uses a qualitative descriptive method, with data collection techniques through in-depth interviews with related parties, direct observation of work processes, and documentation of reports and procedures used in the revenue audit process. Data analysis was carried out using the internal control framework according to the Committee of Sponsoring Organizations of the Treadway Commission (COSO) which includes five components, namely: (1) control environment, (2) risk assessment, (3) control activities, (4) information and communication, and (5) monitoring. The results of the study indicate that income audit has a significant role in supervising, verifying, and ensuring that all revenue transactions are recorded correctly based on valid transaction evidence. Income audit also helps detect discrepancies or potential fraud in revenue reporting, thus contributing directly to the effectiveness of internal control. However, several challenges were identified in its implementation, such as a lack of understanding of procedures by some employees and suboptimal coordination between relevant departments. Therefore, improving cross-departmental training and communication is crucial to support the overall effectiveness of the internal control system. This research is expected to provide practical contributions to hotel management in improving revenue audit systems and strengthening internal controls in the competitive and dynamic hospitality industry.
Pengaruh Literasi Keuangan, Inklusi Keuangan, dan E-Commerce Terhadap Kinerja UMKM Sektor Kuliner di Kecamatan Denpasar Barat Fatmawati Fatmawati; Sudarsana Arka
Jurnal Ekonomi, Manajemen Pariwisata dan Perhotelan Vol. 4 No. 3 (2025): Jurnal Ekonomi, Manajemen Pariwisata Dan Perhotelan
Publisher : Lembaga Pengembangan Kinerja Dosen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/jempper.v4i3.5100

Abstract

This study aims to analyze the influence of financial literacy, financial inclusion, and e-commerce utilization on the performance of Micro, Small, and Medium Enterprises (MSMEs) in the culinary sector operating in West Denpasar District. The background of this study is based on the strategic role of MSMEs in supporting the local economy, particularly in creating jobs and increasing community income. However, amid the dynamics of the digital economy and recovery efforts after the COVID-19 pandemic, MSMEs face new challenges that require adaptation in business management, particularly related to financial literacy and the use of technology. This study uses a quantitative approach with data collection techniques through distributing questionnaires to 100 culinary MSME respondents in the study area. The research instrument focused on measuring the level of financial literacy, access to financial services (inclusivity), and the use of e-commerce platforms in daily business activities. The collected data were analyzed using multiple linear regression methods preceded by classical assumption tests to ensure model validity. The results show that simultaneously, all three independent variables—financial literacy, financial inclusion, and e-commerce—have a significant influence on MSME performance. Partially, financial literacy and e-commerce have a positive and significant impact on improving business performance. Meanwhile, financial inclusion does not show a significant effect individually, although it remains important in the context of financial service accessibility. These findings underscore the importance of improving financial literacy and utilizing digital technology in boosting the productivity and sustainability of MSMEs, particularly in the culinary sector. Therefore, ongoing policy support and training are needed to help MSMEs face the challenges of the digital economy more adaptively and competitively. Considering these findings, collaboration between local governments, financial institutions, and digital platforms is key to creating a conducive business ecosystem.
Pengaruh Harga, Fasilitas dan Aksesibilitas terhadap Keputusan Berkunjung Wisatawan ke Destinasi Wisata Gunung Puntang Rio Septa Nugraha Pamungkas; Faizal Hamzah
Jurnal Ekonomi, Manajemen Pariwisata dan Perhotelan Vol. 4 No. 3 (2025): Jurnal Ekonomi, Manajemen Pariwisata Dan Perhotelan
Publisher : Lembaga Pengembangan Kinerja Dosen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/jempper.v4i3.5102

Abstract

Tourism plays a crucial role as a key sector supporting Indonesia's economic growth, particularly in West Java Province, home to a variety of attractive destinations. Mount Puntang, known for its natural beauty and rich historical significance, is one such destination. This study aims to analyze the influence of price, facilities, and accessibility on tourists' decisions to visit Mount Puntang. This study used a quantitative approach, involving 100 respondents selected using the Slovin formula from a visitor population of 131,452 in 2023. Data were collected through a questionnaire assessing the influence of three main variables: price, facilities, and accessibility on visiting decisions. The results showed that price had a significant negative influence on visiting decisions. This means that the higher the price offered, the less interest tourists would have in visiting. Conversely, the available facilities and accessibility to Mount Puntang showed a significant positive influence. This indicates that the better the facilities provided and the easier it is to access the location, the greater the interest tourists would have in visiting. The coefficient of determination (R²) test showed that price, facilities, and accessibility together influenced 97.9% of tourist decisions, while other factors only influenced 2.1%. These findings underscore the importance of adapting more competitive pricing strategies, improving facilities, and facilitating transportation access to increase tourist interest in visiting Mount Puntang. Therefore, to attract more tourists, destination managers must focus on improving the quality of facilities and accessibility and optimizing pricing strategies to suit the capabilities of the target market, especially tourists who prefer destinations with value beyond just natural beauty. Furthermore, it is crucial for destination managers to pay attention to promotional factors that can influence tourist decisions.  
Implementasi Manajemen Strategik Berbasis Balanced Scorecard dalam Meningkatkan Mutu Pelayanan di Klinik Utama Glaria Bandung Yanuar Ermawati; Tia Oktavia; Yuan Ade Sukma; Purwadhi; Yani Restiani Widjaja
Jurnal Ekonomi, Manajemen Pariwisata dan Perhotelan Vol. 4 No. 3 (2025): Jurnal Ekonomi, Manajemen Pariwisata Dan Perhotelan
Publisher : Lembaga Pengembangan Kinerja Dosen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/jempper.v4i3.5112

Abstract

This study aims to analyze the implementation of the Balanced Scorecard (BSC) as a strategic performance management tool at Klinik Utama Glaria Bandung. The clinic faces challenges in improving service quality, which not only focuses on financial aspects but also includes customer perspectives, internal business processes, and employee learning and growth. Therefore, the implementation of BSC is expected to provide a solution for aligning these dimensions to enhance the clinic's overall performance and achieve strategic goals. The research method used in this study is descriptive qualitative, with data collection techniques including in-depth interviews with five key informants consisting of leaders, medical staff, administrative staff, and patients. These interviews aim to explore their understanding of the BSC implementation and its impact on the clinic's performance. Additionally, data were also obtained through observation and documentation related to BSC implementation at the clinic. The results show that the application of the BSC has had a positive impact on improving operational efficiency, patient satisfaction, and interdepartmental coordination. The implementation of the BSC has also helped create a more adaptive and performance-based work culture, where each department has clear and measurable objectives. However, there were some challenges at the initial stage, such as resistance from some employees and a lack of understanding of performance indicators. Nevertheless, factors supporting the success of BSC implementation include strong leadership commitment, routine training, and a participatory evaluation forum, which allows all parties to be involved in the evaluation and improvement process. This study provides important implications for healthcare institutions, particularly clinics, to adopt the BSC as a strategic framework that aligns the organization's vision with measurable and sustainable work practices. Effective BSC implementation is expected to enhance healthcare service quality, making it more efficient and responsive to patient needs.
Strategi Visualisasi dan Narasi Digital dalam Promosi Wisata Edukasi di Indonesia: Analisis Konten Instagram Bertagar #wisataedukasi Rachmaniar Rachmaniar; Renata Anisa
Jurnal Ekonomi, Manajemen Pariwisata dan Perhotelan Vol. 4 No. 3 (2025): Jurnal Ekonomi, Manajemen Pariwisata Dan Perhotelan
Publisher : Lembaga Pengembangan Kinerja Dosen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/jempper.v4i3.5114

Abstract

This article discusses the visual and narrative strategies used in promoting educational tourism for children in Indonesia through Instagram posts with the hashtag #wisataedukasi. The research adopts a qualitative approach with content analysis of both visual and narrative aspects of digital posts showcasing educational tourist destinations suitable for families. The aim of the study is to understand how visual and narrative elements work together to shape the audience's perception of educational tourism destinations. The findings show that the visual content in the Instagram posts is dominated by the use of bright colors, cheerful expressions of children, and participatory educational activities. These activities involve direct interaction with nature or animals, such as feeding animals or conducting simple experiments, designed to create a fun learning experience for children. Narratively, captions tend to use casual and consultative language, with word choices emphasizing excitement, togetherness, and the educational benefits that can be gained from visiting these destinations. The representation of the complete family in the content plays an important role in building the image of educational tourism as a space that supports quality family time. Additionally, the use of relevant and popular hashtags strengthens the association of educational tourism destinations with modern parenting, which emphasizes learning while playing. This visual and narrative strategy has been proven effective in building emotional engagement with the audience and creating a positive perception of educational destinations. Overall, this article concludes that social media, particularly Instagram, plays a significant role in shaping the branding of educational tourism. It is therefore recommended to continue strengthening visual and narrative content strategies tailored to the preferences of young families as the primary target for promoting children's educational tourism.
Pengaruh Budaya Organisasi, Keterlibatan Kerja dan Employee Engagement terhadap Kinerja Karyawan pada PDAM Tirta Kerta Raharja Kabupaten Tangerang Adam Saputra Ramadhan; Maswanto Maswanto
Jurnal Ekonomi, Manajemen Pariwisata dan Perhotelan Vol. 4 No. 3 (2025): Jurnal Ekonomi, Manajemen Pariwisata Dan Perhotelan
Publisher : Lembaga Pengembangan Kinerja Dosen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/jempper.v4i3.5115

Abstract

This study aims to determine the influence of organizational culture, work involvement, and employee engagement on employee performance in the Tirta Kerta Raharja Regional Drinking Water Company, Tangerang Regency. This study uses a quantitative approach with a survey method. The number of samples used was 84 employees who were selected through certain sampling techniques. Data collection was carried out by distributing questionnaires online through Google Form. The data obtained was then analyzed using multiple linear regression analysis with the help of SPSS software version 20. The results of the study show that organizational culture has a positive and significant influence on employee performance. Work engagement also has a positive and significant impact on performance. In addition, employee engagement shows a positive and significant influence in improving employee performance. Based on the results of the F test, organizational culture, work engagement, and employee engagement simultaneously significantly affect employee performance. This is shown by a Fcal value of 89.183 which is greater than Ftabel of 2.719 and a significance value of 0.000 which is smaller than 0.05. As such, companies need to strengthen organizational cultures that support productivity, increase employee engagement through active participation, and create a work environment that supports employee engagement. These three factors have been empirically proven to have an important role in improving the performance of human resources. Improving these aspects can have a positive impact on work effectiveness and the achievement of overall organizational goals. In addition, the company's management is expected to continue to conduct periodic evaluations of the conditions of work culture and employee involvement. Implementing HR management strategies that are responsive to employee needs is also very important in maintaining long-term motivation and commitment. 

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