Pub Date : 2021-10-19DOI: 10.32535/IJTHAP.V4I3.1196
Sheeren T.E Tendur Tendur, Vincky Vincent Hutabarat, S. Tumbelaka
The problem studied in this study is the low level of customer satisfaction on cafes in Tondano city. This can be seen from there are many complaints about the slow service, and also the price offered by the cafe can be categorized as relatively expensive. Therefore, this study aims to determine whether the price and service quality variables have simultaneously significant effect on consumer satisfaction. This study used quantitative method with accidental sampling technique. The number of respondents was 150 customers, which were then tested using multiple regression analysis. The results found that price and service quality have a significant effect on consumer satisfaction, either partially or simultaneously. It can be said that affordable price and good service quality would increase customer satisfaction.
{"title":"Price Perception, Service Quality and Customer Satisfaction (Empirical Study on Cafes at Tondano City)","authors":"Sheeren T.E Tendur Tendur, Vincky Vincent Hutabarat, S. Tumbelaka","doi":"10.32535/IJTHAP.V4I3.1196","DOIUrl":"https://doi.org/10.32535/IJTHAP.V4I3.1196","url":null,"abstract":"The problem studied in this study is the low level of customer satisfaction on cafes in Tondano city. This can be seen from there are many complaints about the slow service, and also the price offered by the cafe can be categorized as relatively expensive. Therefore, this study aims to determine whether the price and service quality variables have simultaneously significant effect on consumer satisfaction. This study used quantitative method with accidental sampling technique. The number of respondents was 150 customers, which were then tested using multiple regression analysis. The results found that price and service quality have a significant effect on consumer satisfaction, either partially or simultaneously. It can be said that affordable price and good service quality would increase customer satisfaction.","PeriodicalId":338250,"journal":{"name":"International Journal of Tourism and Hospitality in Asia Pasific","volume":"11 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2021-10-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"115457359","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-10-19DOI: 10.32535/IJTHAP.V4I3.1212
Padmalini Singh, R. Sinha, Wei Lun Koay, Kok Ban Teoh, P. Nayak, Chung Hong Lim, A. K. Dubey, Abhijit Das, Iqbal Faturrahman, D. Aryani
The objective of the study is to assess the effectiveness of online and offline learning through higher education. The sudden outbreak of Covid-19 in various part of the world in 2020 has severely affected the educational institutions in various countries. Students were affected in the way to accept the hybrid form of learning and also grasp the interest towards the classes that were conducted online. The study aims to investigate the effectiveness of online and offline education in higher education. The study was carried out in India, Indonesia, Malaysia and other countries with 100 respondents among which major responses were from the youth population studying in Bachelor’s program, Diploma and Master’s mostly. The findings indicated that the effectiveness of online education is dismal, as students find it difficult to adjust to the online mode of education and the offline mode of education remains the most preferred mode of education.
{"title":"A Comparative Study on Effectiveness of Online and Offline Learning in Higher Education","authors":"Padmalini Singh, R. Sinha, Wei Lun Koay, Kok Ban Teoh, P. Nayak, Chung Hong Lim, A. K. Dubey, Abhijit Das, Iqbal Faturrahman, D. Aryani","doi":"10.32535/IJTHAP.V4I3.1212","DOIUrl":"https://doi.org/10.32535/IJTHAP.V4I3.1212","url":null,"abstract":"The objective of the study is to assess the effectiveness of online and offline learning through higher education. The sudden outbreak of Covid-19 in various part of the world in 2020 has severely affected the educational institutions in various countries. Students were affected in the way to accept the hybrid form of learning and also grasp the interest towards the classes that were conducted online. The study aims to investigate the effectiveness of online and offline education in higher education. The study was carried out in India, Indonesia, Malaysia and other countries with 100 respondents among which major responses were from the youth population studying in Bachelor’s program, Diploma and Master’s mostly. The findings indicated that the effectiveness of online education is dismal, as students find it difficult to adjust to the online mode of education and the offline mode of education remains the most preferred mode of education.","PeriodicalId":338250,"journal":{"name":"International Journal of Tourism and Hospitality in Asia Pasific","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2021-10-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"130570015","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-10-19DOI: 10.32535/IJTHAP.V4I3.1198
Teddy Tandaju, Loureine P. Sumual, Merry Korompis
Indonesia’s Independence Day Celebration (IIDC) as one of great assets to attract better tourism development. The increase in the number of high visits is basically a potential that must continue to be developed. The IIDC has its own uniqueness and distinctive aspects for tourists to experience or participate. IIDC is celebrated throughout Indonesia with various cultural activities according to each province’s local wisdoms. This event is a national joy and certainly reoccurs annually. This study aims to discuss the importance of holding an event as a tourist attraction together with its impacts on direct stakeholders and how the event or festival of IIDC commemoration can be a sustainably profitable tourist attraction for Indonesia. This study used descriptive method, and the data collected through literature review taken from various sources such as academic books, journals, newspaper articles, and publication in electronics media. The results found that IIDC would serve as a potential sustainable tourist attraction which will breed great economic output as well as building better community-based tourism activities since it is celebrated annually. IIDC is considered a very special event which has the potential of boosting tourism development in Indonesia.
{"title":"Special Event Impacts for Direct Stakeholders: Perspectives of Indonesia’s Independence Day Celebration","authors":"Teddy Tandaju, Loureine P. Sumual, Merry Korompis","doi":"10.32535/IJTHAP.V4I3.1198","DOIUrl":"https://doi.org/10.32535/IJTHAP.V4I3.1198","url":null,"abstract":"Indonesia’s Independence Day Celebration (IIDC) as one of great assets to attract better tourism development. The increase in the number of high visits is basically a potential that must continue to be developed. The IIDC has its own uniqueness and distinctive aspects for tourists to experience or participate. IIDC is celebrated throughout Indonesia with various cultural activities according to each province’s local wisdoms. This event is a national joy and certainly reoccurs annually. This study aims to discuss the importance of holding an event as a tourist attraction together with its impacts on direct stakeholders and how the event or festival of IIDC commemoration can be a sustainably profitable tourist attraction for Indonesia. This study used descriptive method, and the data collected through literature review taken from various sources such as academic books, journals, newspaper articles, and publication in electronics media. The results found that IIDC would serve as a potential sustainable tourist attraction which will breed great economic output as well as building better community-based tourism activities since it is celebrated annually. IIDC is considered a very special event which has the potential of boosting tourism development in Indonesia.","PeriodicalId":338250,"journal":{"name":"International Journal of Tourism and Hospitality in Asia Pasific","volume":"21 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2021-10-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"126677887","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-10-19DOI: 10.32535/IJTHAP.V4I3.1195
E. Nababan, Santi Agustina Manalu, B. Siboro, Y. Manik
The purpose of this study is to analyze the attitude of stakeholders towards sustainable tourism development in Lake Toba, Indonesia. The indicators used to measure stakeholder’s attitude were adopted from the United Nations World Tourism Organization and grouped into the human system and ecosystem categories. A total of 361 questionnaires were collected from several stakeholders of Lake Toba tourism. Stakeholders’ attitudes were analyzed by multiplying their level of trust in their level of importance to the tourism development indicators. The gap between trust and importance will be mapped on the importance-performance analysis diagram. The analysis indicated that the stakeholders' attitude is generally optimistic about the tourism development in Lake Toba. However, the level of optimism varies among stakeholders. Tourism entrepreneurs and workers have the lowest attitude value compared to local people and tourists. Also, stakeholders which have low income or whose income partly or most comes from the tourism industry or live in the Lake Toba Area are those in the key priority to consider. They provide the lowest level of trust but provide the highest level of importance in development. Decision-makers must give a more serious approach to these stakeholders to get maximum support.
{"title":"Analysis of Stakeholder Attitudes toward Sustainable Tourism Development of Lake Toba Area","authors":"E. Nababan, Santi Agustina Manalu, B. Siboro, Y. Manik","doi":"10.32535/IJTHAP.V4I3.1195","DOIUrl":"https://doi.org/10.32535/IJTHAP.V4I3.1195","url":null,"abstract":"The purpose of this study is to analyze the attitude of stakeholders towards sustainable tourism development in Lake Toba, Indonesia. The indicators used to measure stakeholder’s attitude were adopted from the United Nations World Tourism Organization and grouped into the human system and ecosystem categories. A total of 361 questionnaires were collected from several stakeholders of Lake Toba tourism. Stakeholders’ attitudes were analyzed by multiplying their level of trust in their level of importance to the tourism development indicators. The gap between trust and importance will be mapped on the importance-performance analysis diagram. The analysis indicated that the stakeholders' attitude is generally optimistic about the tourism development in Lake Toba. However, the level of optimism varies among stakeholders. Tourism entrepreneurs and workers have the lowest attitude value compared to local people and tourists. Also, stakeholders which have low income or whose income partly or most comes from the tourism industry or live in the Lake Toba Area are those in the key priority to consider. They provide the lowest level of trust but provide the highest level of importance in development. Decision-makers must give a more serious approach to these stakeholders to get maximum support.","PeriodicalId":338250,"journal":{"name":"International Journal of Tourism and Hospitality in Asia Pasific","volume":"24 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2021-10-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"133274880","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-10-19DOI: 10.32535/IJTHAP.V4I3.1199
D. Aryani, Padmalini Singh, Yee Wen Liew, D. Kee, Yurou Li, Jiahui Li, Choon Yan Lim, Wibowo Arif
Starbucks has a lot of loyal consumers from all over the world. There are some reasons that consumers tend to purchase at Starbucks. This study examines the influences of brand reputation on customer satisfaction in Starbucks, Malaysia. The study adopted a survey research design. The method of data collection in this study are internet sources and questionnaires. A total of 100 respondents participated in this survey. The data were analyzed with descriptive statistics and inferential statistics. From the findings of the study, we find out that the aspects of brand reputation influence and correlate to customer satisfaction in Starbucks, Malaysia. Besides, some recommendations for Starbucks' improvement can be obtained through the findings.
{"title":"How Brand Reputation Influences Customer Satisfaction: A Case Study of Starbucks, Malaysia","authors":"D. Aryani, Padmalini Singh, Yee Wen Liew, D. Kee, Yurou Li, Jiahui Li, Choon Yan Lim, Wibowo Arif","doi":"10.32535/IJTHAP.V4I3.1199","DOIUrl":"https://doi.org/10.32535/IJTHAP.V4I3.1199","url":null,"abstract":"Starbucks has a lot of loyal consumers from all over the world. There are some reasons that consumers tend to purchase at Starbucks. This study examines the influences of brand reputation on customer satisfaction in Starbucks, Malaysia. The study adopted a survey research design. The method of data collection in this study are internet sources and questionnaires. A total of 100 respondents participated in this survey. The data were analyzed with descriptive statistics and inferential statistics. From the findings of the study, we find out that the aspects of brand reputation influence and correlate to customer satisfaction in Starbucks, Malaysia. Besides, some recommendations for Starbucks' improvement can be obtained through the findings.","PeriodicalId":338250,"journal":{"name":"International Journal of Tourism and Hospitality in Asia Pasific","volume":"8 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2021-10-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"134485088","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-06-21DOI: 10.32535/ijthap.v4i2.1057
Oh Zi Jian, Siti Nur Hafizah Awang Ahmad, Liem Gai Sin, Chan Weng Hoo, D. Kee, Jeremy Tou Jia Hao, Leong Kar Chun, Lim Xin Wee, Decesta Kelcya Valentine, Mohamad Fikri Bin Azhar, Norazwa Binti Abdullah, A Jeevendra, L. Rajendran
The research aims to determine factors influencing consumer behaviour at PT Indofood Sukses Makmur Tbk during the Covid-19 pandemic. The data processed by analysing the psychological factors, social factors, cultural factors, personal factors and economic factors. A questionnaire survey was employed to collect the data. The questionnaire was distributed to 129 respondents via online platform. Secondary data research methods such as previous journals and reports from used to obtain relevant information in this research. The result showed that psychological factors are considered as factors that influence consumer behaviour in Indofood’s products during COVID-19 pandemic.
{"title":"Factors Influencing Consumer Behaviour in Indofood Products during Covid-19 Pandemic","authors":"Oh Zi Jian, Siti Nur Hafizah Awang Ahmad, Liem Gai Sin, Chan Weng Hoo, D. Kee, Jeremy Tou Jia Hao, Leong Kar Chun, Lim Xin Wee, Decesta Kelcya Valentine, Mohamad Fikri Bin Azhar, Norazwa Binti Abdullah, A Jeevendra, L. Rajendran","doi":"10.32535/ijthap.v4i2.1057","DOIUrl":"https://doi.org/10.32535/ijthap.v4i2.1057","url":null,"abstract":"The research aims to determine factors influencing consumer behaviour at PT Indofood Sukses Makmur Tbk during the Covid-19 pandemic. The data processed by analysing the psychological factors, social factors, cultural factors, personal factors and economic factors. A questionnaire survey was employed to collect the data. The questionnaire was distributed to 129 respondents via online platform. Secondary data research methods such as previous journals and reports from used to obtain relevant information in this research. The result showed that psychological factors are considered as factors that influence consumer behaviour in Indofood’s products during COVID-19 pandemic.","PeriodicalId":338250,"journal":{"name":"International Journal of Tourism and Hospitality in Asia Pasific","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2021-06-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"116063777","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-06-21DOI: 10.32535/ijthap.v4i2.1054
R. Sinha, Varsha Ganatra, Priyanka Pandey, A DeepaaDarshanieLim, P Arumugan, D. Kee, Gopalam Sree Lekha, Navaneetha Kumar, Sin Dee Kew, Asha Dhupad, Rajesh Kumar Nair, Ying Ying Tenh, Haoran Yue
The purpose of this study is to determine the impact of Covid-19 on business performance of Starbucks. Plenty research of the impact of Covid-19 on the world economy has been done, but this research will focus more on the food and beverage industry, especially one of the famous brands called Starbucks. Qualitative and quantitative research methods such as online research and questionnaires were carried out to ensure the evaluation of the research is fresh, valid and reliable. It is assumed that the impact of Covid-19 has influence the Starbucks financially, economically and socially, which includes the behaviour of consumers towards the company. However, Starbucks was able to remain optimistic and position itself well to overcome the pandemic crisis.
{"title":"Impact of Covid-19 on Business Performance: A Case Study of Starbucks","authors":"R. Sinha, Varsha Ganatra, Priyanka Pandey, A DeepaaDarshanieLim, P Arumugan, D. Kee, Gopalam Sree Lekha, Navaneetha Kumar, Sin Dee Kew, Asha Dhupad, Rajesh Kumar Nair, Ying Ying Tenh, Haoran Yue","doi":"10.32535/ijthap.v4i2.1054","DOIUrl":"https://doi.org/10.32535/ijthap.v4i2.1054","url":null,"abstract":"The purpose of this study is to determine the impact of Covid-19 on business performance of Starbucks. Plenty research of the impact of Covid-19 on the world economy has been done, but this research will focus more on the food and beverage industry, especially one of the famous brands called Starbucks. Qualitative and quantitative research methods such as online research and questionnaires were carried out to ensure the evaluation of the research is fresh, valid and reliable. It is assumed that the impact of Covid-19 has influence the Starbucks financially, economically and socially, which includes the behaviour of consumers towards the company. However, Starbucks was able to remain optimistic and position itself well to overcome the pandemic crisis.","PeriodicalId":338250,"journal":{"name":"International Journal of Tourism and Hospitality in Asia Pasific","volume":"99 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2021-06-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"124085258","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-06-21DOI: 10.32535/ijthap.v4i2.1058
L. Reddy, P. Ranjith, Yu Cing Lim, D. Kee, Wen Ting Loo, Keng Tyng Cheah, Shuet Yee Mak
This research is to investigate the survival of AirAsia during the pandemic Covid-19. The findings will show how AirAsia faced challenges during the pandemic and ways to overcome them. This research underlined the challenges faced by AirAsia such as flight cancellation, decrease in demand, loss of new customers, and paying huge amounts of refunds. AirAsia used several ways such as controlling the operational cost, exploring new business, carrying out promotions, and applying for bank loans and weighing proposals. As a result, AirAsia’s financial problems would be solved by reducing operational costs and increasing the profit from other businesses.
{"title":"The Survival of Airasia During the Covid-19 Pandemic","authors":"L. Reddy, P. Ranjith, Yu Cing Lim, D. Kee, Wen Ting Loo, Keng Tyng Cheah, Shuet Yee Mak","doi":"10.32535/ijthap.v4i2.1058","DOIUrl":"https://doi.org/10.32535/ijthap.v4i2.1058","url":null,"abstract":"This research is to investigate the survival of AirAsia during the pandemic Covid-19. The findings will show how AirAsia faced challenges during the pandemic and ways to overcome them. This research underlined the challenges faced by AirAsia such as flight cancellation, decrease in demand, loss of new customers, and paying huge amounts of refunds. AirAsia used several ways such as controlling the operational cost, exploring new business, carrying out promotions, and applying for bank loans and weighing proposals. As a result, AirAsia’s financial problems would be solved by reducing operational costs and increasing the profit from other businesses.","PeriodicalId":338250,"journal":{"name":"International Journal of Tourism and Hospitality in Asia Pasific","volume":"37 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2021-06-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"115128698","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-06-21DOI: 10.32535/ijthap.v4i2.1062
D. Kee, Nur Hannis Syakirah, Nurun Najihah, Nurhasanah Aliya, Nur Zahirah Sikumbang
The purpose of this study is to analyze consumer perception of how Nestle succeeds in the food industry. The study employed a quantitative research approach, and an online survey was carried out. Data were collected from 121 Nestle consumers in Malaysia. The results show that Nestle's success factor is from the provision of good products at a reasonable price and marketing strategies that Nestle has developed to be the main driver of the growth, which contribute to the organizational success. Discussion and recommendations are presented.
{"title":"How Nestle Succeed in the Food Industry: A Consumer Perspective","authors":"D. Kee, Nur Hannis Syakirah, Nurun Najihah, Nurhasanah Aliya, Nur Zahirah Sikumbang","doi":"10.32535/ijthap.v4i2.1062","DOIUrl":"https://doi.org/10.32535/ijthap.v4i2.1062","url":null,"abstract":"The purpose of this study is to analyze consumer perception of how Nestle succeeds in the food industry. The study employed a quantitative research approach, and an online survey was carried out. Data were collected from 121 Nestle consumers in Malaysia. The results show that Nestle's success factor is from the provision of good products at a reasonable price and marketing strategies that Nestle has developed to be the main driver of the growth, which contribute to the organizational success. Discussion and recommendations are presented.","PeriodicalId":338250,"journal":{"name":"International Journal of Tourism and Hospitality in Asia Pasific","volume":"18 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2021-06-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"125337073","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-06-21DOI: 10.32535/ijthap.v4i2.1110
Stefani I. Angmalisang
The tourism industry sector in North Sulawesi is currently getting more attention by the government. Linow lake is one of the busiest and visited tourist attraction. The tourism industry must apply the concepts, regulations and guidelines in tourism development in order to be able to maintain and increase the number of tourist visits which will lead to economic benefits for the tourism industry and local communities. In Tomohon city itself, there are so many natural tourist attractions which as beautiful as Linow Lake. In order for tourists to feel satisfied and want to visit the Linow lake on the next day, the quality of service cannot be overlooked. For this reason, measurement of service quality was carried out using five dimensions, Tangible, Reliability, Assurance, Responsiveness, and Empathy. It will be measured to 100 respondents, how the expectations and perceptions of tourists about the service quality at Linow Lake tourist attractions. Measurements were carried out by using servqual method, which calculates the difference between the expectations and perceptions of tourists consisting of 22 questions. The result of the analysis showed a positive value of 0.17, which means that the service quality at Linow Lake tourist attractions has exceeded the expectations of visitors. However, one dimension, responsiveness, gets a negative value, and it is expected that the management can improve the quality of its services in terms of response speed, especially on busy visitor days.
{"title":"The Measurement of Service Quality at Linow Lake Tourist Attraction Using Servqual Method","authors":"Stefani I. Angmalisang","doi":"10.32535/ijthap.v4i2.1110","DOIUrl":"https://doi.org/10.32535/ijthap.v4i2.1110","url":null,"abstract":"The tourism industry sector in North Sulawesi is currently getting more attention by the government. Linow lake is one of the busiest and visited tourist attraction. The tourism industry must apply the concepts, regulations and guidelines in tourism development in order to be able to maintain and increase the number of tourist visits which will lead to economic benefits for the tourism industry and local communities. In Tomohon city itself, there are so many natural tourist attractions which as beautiful as Linow Lake. In order for tourists to feel satisfied and want to visit the Linow lake on the next day, the quality of service cannot be overlooked. For this reason, measurement of service quality was carried out using five dimensions, Tangible, Reliability, Assurance, Responsiveness, and Empathy. It will be measured to 100 respondents, how the expectations and perceptions of tourists about the service quality at Linow Lake tourist attractions. Measurements were carried out by using servqual method, which calculates the difference between the expectations and perceptions of tourists consisting of 22 questions. The result of the analysis showed a positive value of 0.17, which means that the service quality at Linow Lake tourist attractions has exceeded the expectations of visitors. However, one dimension, responsiveness, gets a negative value, and it is expected that the management can improve the quality of its services in terms of response speed, especially on busy visitor days.","PeriodicalId":338250,"journal":{"name":"International Journal of Tourism and Hospitality in Asia Pasific","volume":"19 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2021-06-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"125862895","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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