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I Gede Ngurah Primanda S Rahadiarta
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INDONESIA
Journal of Travel and Leisure
Published by Politeknik Pariwisata Bali
ISSN : -     EISSN : 3064044X     DOI : https://doi.org/10.52352/jtrue.v2i1.2004
Core Subject : Economy, Humanities, Education, Social,
Humanities Economics, Econometrics & Finance Education Social Sciences Other
J-True: Journal of Travel and Leisure is a peer-reviewed academic journal dedicated to fostering scholarly discourse and disseminating significant research in the fields of travel and leisure. The journal aims to be a pivotal resource for academics, practitioners, and students interested in the latest developments and insights in tourism, hospitality, and leisure studies. It publishes original research articles, review papers, case studies, and theoretical explorations that contribute to a deeper understanding of the travel industry and leisure activities. With a commitment to quality and innovation, J-True serves as a platform for exploring the cultural, economic, social, and environmental impacts of tourism and leisure activities globally. The journal welcomes submissions that challenge conventional paradigms and introduce novel perspectives to enhance practices within the sector. Focus and Scope: Tour and Travel Business Environmental impacts of tourism Tourism and Leisure Tourism Economics Cultural Tourism Tourism Sociology
Arjuna Subject : Ilmu Sosial - Ilmu Sosial (Lain-Lain)
Articles 18 Documents
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The Impact of Tour Guide Service Quality and Tourist Experience Towards Tourist Satisfaction in Discova Indonesia Tour and Travel I Nyoman Wahyu Adi Permana; Putu Ayu Aryasih; Ida Bagus Putu Puja
J-TRUE: Journal of Travel and Leisure Vol. 1 No. 2 (2024): J-TRUE: Journal of Travel and Leisure
Publisher : Politeknik Pariwisata Bali

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52352/jtrue.v1i2.1657

Abstract

Customer satisfaction can be defined as outcome-based satisfaction that describes satisfaction as the end state of the consumption experience, or as a process that emphasizes the perception, evaluation, and psychological processes that contribute to customer satisfaction. One of the factors that can affect customer satisfaction is the quality of tour guide services and also the tourist experience. The purpose of this study is to find out how the quality of tour guide services and the tourist experience affects tourist satisfaction. This research was conducted at the Discova Indonesia Travel Bureau by taking a sample of 100 respondents who were tourists. The data collection method uses a questionnaire and the collected data is analyzed using multiple regression analysis. The results of data analysis show that the quality of tour guide services has a positive and significant effect on tourist satisfaction. These results can be concluded that the higher the quality of tour guide services provided by the Discova Indonesia Travel Bureau, the more satisfaction tourists will feel. Tourist experience has a positive and significant effect on tourist satisfaction. These results can be concluded that the better the tourist experience obtained from the Discova Indonesia Tourism Travel Bureau, the more tourist satisfaction will increase.
Airport Representatives’ Role in Handling Foreign Tourists: Case Study at Panorama Destination Bali Sofyan Riyandi; Made Darmiati; Putu Ayu Aryasih
J-TRUE: Journal of Travel and Leisure Vol. 1 No. 2 (2024): J-TRUE: Journal of Travel and Leisure
Publisher : Politeknik Pariwisata Bali

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52352/jtrue.v1i2.1670

Abstract

This study aims to analyze the role of Airport Representatives at Panorama Destination Bali in managing the arrival and departure processes of foreign tourists at I Gusti Ngurah Rai Airport Bali. This research uses a qualitative descriptive method, the results of direct observation in the field and the distribution of questionnaires to two different classifications of respondents. The first group of 23 staff members of Panorama Destination Bali staff while the second group consists of 8 foreign tourists who use the service. The findings of indicate that Airport Representative plays a crucial role in ensuring a positive traveler experience at the airport, starting from when tourists arrive to when tourists depart. They are not only responsible for assisting with the logistics of arrival and departure but also provide necessary information and support to tourists. The staff respondents emphasized the importance of communication skills and thorough knowledge of airport procedures, while tourists highlighted the sense of security and comfort provided by the Airport Representatives. Overall, this study confirms the important role of Airport Representatives in the tourism industry, particularly in enhancing the satisfaction of foreign tourists visiting Bali. The findings offer valuable insights for airport managers and travel agents aiming to improve their services.
PERAN KOMUNIKASI INTERPERSONAL PRAMUWISATA BERBAHASA INGGRIS DISCOVA DALAM MENINGKATKAN KUALITAS HUBUNGAN DAN KEPUASAN WISATAWAN Ni Luh Dea Enjelita; Ni Putu Evi Wijayanti; I Gede Ngurah Primanda S Rahadiarta
J-TRUE: Journal of Travel and Leisure Vol. 2 No. 1 (2025): J-TRUE: Journal of Travel and Leisure
Publisher : Politeknik Pariwisata Bali

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52352/jtrue.v2i1.2004

Abstract

This study is motivated by the crucial role of interpersonal communication in shaping a satisfying tourism experience. Amid the increasing number of international tourists visiting Bali, English-speaking tour guides play a key role in establishing high-quality interactions. The objective of this research is to analyze the forms of interpersonal communication used by Discova tour guides, the factors influencing its effectiveness, and its contribution to relationship quality and tourist satisfaction. A mixed-method approach was applied, with descriptive qualitative methods as the main framework, supported by quantitative methods. Data were collected through in-depth interviews with 15 tour guides and questionnaires distributed to 100 tourists who had used Discova’s services. Qualitative data were analyzed using NVivo, while quantitative data were processed using SPSS with validity and reliability testing. The results indicate that interpersonal communication—including openness, empathy, supportiveness, positiveness, and equality—significantly enhances the quality of relationships between tour guides and tourists. Post-tour communication via social media further strengthens emotional bonds. These findings demonstrate that effective interpersonal communication plays a vital role in fostering tourist satisfaction and loyalty toward Discova’s services.
A Sociolinguistic Study of Tour Guides in Lombok in Cross-Cultural Communication Lalu Ratmaja; Ida Ayu Yadnya Sari Dewi Utami Pidada
J-TRUE: Journal of Travel and Leisure Vol. 2 No. 1 (2025): J-TRUE: Journal of Travel and Leisure
Publisher : Politeknik Pariwisata Bali

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52352/jtrue.v2i1.2022

Abstract

This study discusses the dynamics of multilingual communication carried out by tour guides in the context of cross-cultural tourism on the island of Lombok. Globalisation and the increasing number of foreign tourists require tour guides to develop adaptive and effective language skills. The purpose of this study is to identify forms of language interference, the use of multilingual registers, and code-mixing phenomena that arise in interactions between tour guides and tourists. This study employs a descriptive qualitative approach with data collection techniques including participant observation, in-depth interviews, and documentation. Informants consist of ten experienced tour guides actively serving tourists in Senggigi, Gili Trawangan, Sade Village, Ende Village, and tourist areas in Central Lombok and West Lombok. The results of the study indicate that there is lexical, phonological, and grammatical interference caused by the influence of the first language on the foreign language used. Tour guides are also able to adjust their language register according to the context and background of the tourists. In addition, the use of code-mixing serves as a communicative and cultural strategy to strengthen closeness with tourists and convey local cultural terms. These findings emphasise the importance of strengthening sociolinguistic competence for tour guides as intercultural mediators.
Marketing Strategies and Challenges in Conventional Travel Agency : Case Study: Classic Tour & Travel Surayyal Hizmi; Ida Ayu Yadnya Sari Dewi Utami Pidada; Baiq Lerin Oksantiya Andini; Anas Pattaray
J-TRUE: Journal of Travel and Leisure Vol. 2 No. 1 (2025): J-TRUE: Journal of Travel and Leisure
Publisher : Politeknik Pariwisata Bali

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52352/jtrue.v2i1.2024

Abstract

Competition in Indonesia's tourism industry is increasingly competitive, especially with the dominance of Online Travel Agent (OTA) platforms that are shifting the role of conventional travel agents. This research aims to analyse the marketing strategies and challenges faced by Classic Tour & Travel as a conventional travel agent amidst the fast-changing digital landscape. The research method used is a qualitative case study approach with data collection techniques through in-depth interviews with key informants. The results showed that Classic Tour & Travel implements various marketing strategies, including direct selling, participation in travel marts, limited digital marketing, as well as the use of conventional promotional media such as brochures and pamphlets. The main constraints faced include limitations in technology adoption, non-digital-ready human resources, and competitive pressure from OTAs with more efficient cost structures. This study confirms the importance of strengthening relational strategies, tourism product innovation, and contextual and adaptive marketing approaches for the survival of conventional travel agents. The findings are relevant for industry players, academics, and policy makers in designing strategies to strengthen the competitiveness of the locally-based tourism sector.
ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PEMOHON PASPOR DI KANTOR IMIGRASI KELAS I TPI NGURAH RAI Juan Bryan Sebayang; Lukia Zuraida; Teguh Hadisukarno
J-TRUE: Journal of Travel and Leisure Vol. 2 No. 1 (2025): J-TRUE: Journal of Travel and Leisure
Publisher : Politeknik Pariwisata Bali

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52352/jtrue.v2i1.2034

Abstract

This study analyzes the effect of service quality on the satisfaction of passport applicants at the Ngurah Rai Class I Immigration Office. The research was motivated by a high number of public complaints and information requests, as well as relatively low public ratings on Google Reviews compared to other immigration offices in Bali. The study adopts the Service Quality (SERVQUAL) theory developed by Parasuraman, Zeithaml, and Berry, which includes five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. A descriptive and inferential quantitative approach was employed, involving 140 respondents aged 17 and above who had applied for passports. The sampling technique used was purposive sampling. Data were collected through questionnaires and analyzed using descriptive statistics and simple linear regression with SPSS version 29. The findings indicate that all service quality dimensions were rated very good, with average scores above 3.3. Regression analysis shows that service quality has a positive and significant effect on applicant satisfaction. Respondents expressed satisfaction with facilities, response speed, assurance, and staff empathy. However, improvements are needed in aspects such as the cleanliness of waiting areas and restrooms, clarity of application procedures, administrative support, and fairness in service delivery. These results highlight the need for continuous service evaluation and improvement in public service institutions.
The Role of Ecotourism in Environmental Conservation in the Kerujuk Area, North Lombok Regency Putu Ayu Pratiwi Duta Siwantari; I Putu Gede; Teguh Hadisukarno
J-TRUE: Journal of Travel and Leisure Vol. 2 No. 1 (2025): J-TRUE: Journal of Travel and Leisure
Publisher : Politeknik Pariwisata Bali

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52352/jtrue.v2i1.2038

Abstract

Kerujuk ecotourism is located in the Menggala Village area, Pemenang District. In its development, the problems faced are related to human resources' ability to utilise the potential attractiveness of ecotourism. This study aims to examine the potential, explore internal and external factors that influence the development of ecotourism, and develop strategies for developing Kerujuk ecotourism. Data was collected through questionnaires, field observations, in-depth interviews, documentation, and Focus Group Discussions (FGD). This research approach uses qualitative methods and is analysed using: 1) IFAS and EFAS matrix analysis, which produces a general strategy (grand strategy) for developing Kerujuk ecotourism; 2) SWOT analysis that produces alternative strategies. The results of this study indicate that the general strategy that must be implemented in realising the development of Kerujuk ecotourism is a market penetration strategy and product development that is in quadrant V. Alternative strategies generated by the SWOT analysis in the development of Kerujuk ecotourism are maintaining and preserving the uniqueness of tourist attractions, increasing security and quality of service, improve the arrangement of tourist attractions, increase marketing activities by utilising information and communication technology, develop the potential of tourist attractions, improve the quality of competitiveness, develop ecotourism management, and improve the quality of human resources in the tourism sector
The Influence of Tour Guides' Communication Competence on The Satisfaction of German Asian Trails Indonesian Tourists Brahmantya Agung Priharjuna; Putu Ayu Aryasih; Ida Bagus Putu Puja
J-TRUE: Journal of Travel and Leisure Vol. 2 No. 1 (2025): J-TRUE: Journal of Travel and Leisure
Publisher : Politeknik Pariwisata Bali

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52352/jtrue.v2i1.2072

Abstract

This study analyses the influence of tour guides' communication competence on German tourists' satisfaction at Asian Trails Indonesia. Communication competence is divided into two dimensions: verbal and non-verbal. The research was conducted at PT. Asian Trails Indonesia office in Denpasar, Bali, with data collection from January to May 2025. The research used a quantitative approach with a saturated sampling technique of 120 German tourists. Data was collected through questionnaires with a Likert scale of 1-5. Data analysis used multiple linear regression with SPSS version 26. The results showed that: (1) Verbal communication competence has a positive and significant effect on German tourists' satisfaction with a t-value of 9.061 and significance of 0.000; (2) Non-verbal communication competence has a positive and significant effect on German tourists' satisfaction with a t-value of 4.281 and significance of 0.000. The coefficient of determination value (adjusted R²) of 0.705 indicates that 70.5% of the variation in tourist satisfaction can be explained by the tour guides' verbal and non-verbal communication competence.

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