1
THE DEVELOPMENT MODEL OF QUALITY OF BUREAUCRATIC
TOURISM SERVICE TO ENHANCE TOURIST VISIT IN LAKE TOBA
PARAPAT NORTH SUMATERA
Erika Revida1); Alwi Hashim Batu Bara2); Sukarman Purba3) 1) 2)
Departement of Public Administration, The University of Sumatera Utara 3)
Departement of Educational Management, State University Of Medan
arman_prb@yahoo.com
2) 3)
Abstract
The purpose of this research was to analyze the development model of quality of bureaucratic tourism service to enhance tourist visit in Lake Toba Parapat North Sumatera.
The method of research used quantitative and qualitative research. Respondent of research were 80 tourists domestics and foreign which came and stayed in Lake Toba Parapat North Sumatera. The analysis technique of data used descriptive statistic, data organization, data reduction, and data interpretation.
The results showed that the development model of quality of bureaucratic tourism service were Tangibles,Reliability, Responsiveness, Assurance, Empathy, Safe, Comfort and Clean Model, while the degree of Quality of bureaucracy tourism service in Lake Toba Parapat was enough.
Key Words :Development Model, Quality of Bureaucratic Tourism Services, and Touristm Visits.
1. Introduction
In Act No. 10 of 20091) stated that the purpose of tourism development is to promote economic growth, improve people's welfare, eliminate poverty, unemployment, preserving nature, environment, and resources, to develop culture, raised the image of the nation, fostering patriotism, strengthen the identity and unity of the nation and strengthening the friendship between nations. This statement supported by Spillane (2003)2)
Although many programs had been executed to enhance tourist visit in Lake Toba Parapat North Sumatera, in fact the tourist visit both foreign and domestic now on became decrease from 2014 to 2016 as shown in table 1.
that tourism has the potential to increase revenue, bring new jobs and reduce unemployment. So it is important to increase tourism destination now on in the world especially Lake Toba Parapat North Sumatera.
Table 1. Tourist Visits In Lake Toba Parapat North Sumatra 2014 - 2016 No Tourist Visit
(Years)
Domestic Foreign Total
1 2014 103.202 25.573 128.775
2 2015 99.731 17.120 116.851
3 September 2016 80.339 11.279 91.618
2 The decrease of tourist visit both foreign and domestic last three years was became the reasons why these research did and by taking the title “The Development Model of Bureaucratic Tourism Service Quality To Enhance Tourist Visit In Lake Toba Parapat North Sumatera".
2. Literature Review
Mazeliz, at all (2016)3)
Kumorotomo (1996)
stated that one of the priority areas of investment is human capital of the organization. Bureaucratic is one of human investment of local government provide a quality service in various sectors include the quality of bureaucratic tourist service. Therefore, research of the quality of bureaucratic tourist service to enhance tourist visit in Lake Toba Parapat North Sumtaera became important at this time.
4)
, stated that the quality of public services must be efficient, effective, responsive and fair. While Tjiptono (1997)5)
Furthermore, Zeithaml, et al. (1990)
stated that the quality of service that was complianced with the demands, suitability for user, continuous improvement, free damage, fulfill the needs of customers since the beginning and make customer happy all the times.
6)
suggested five dimensions of quality service include tourist service quality namely ”Tangibles: appearance of physical facilities, equipment, personnel, and communication materials; Reliability : ability to perform the promised service dependably and accurately; Responsiveness: willingness to help customers and provide prompt service; Assurance: knowledge and courtesy of employees and their ability to convey trust and confidence; Empathy : caring, individualized attention the firm provides its customers”. These theory used in this research.
3. Research Method
The research method were combination between quantitative and qualitative method (Creswel, 2004)7)
Research informant of these research were The bureaucratic head of Girsang Sipangan Bolon District, The head and member of village official, religious leaders, public figure and society in Lake Toba Parapat North Sumatera.
. The respondent of these research were 80 tourists both domestic and foreign which stayed in many hotel in Lake Toba Parapat North Sumatera from July to September 2016.
The data nalysis used descriptive statistic, data organization, data reduction, data interpretation Tehnique and made conclusions on the results of research.
4. Result and Discussion.
4.1. The Quality Of Bureaucratic Tourist Service To Enchance Tourist Visit In Lake Toba Parapat North Sumatera.
Based on the results by the answers of instruments distributed to 80 respondents research. The Quality of Bureaucratic Tourism Service To Enhance Tourist Visit In Lake Toba Parapat North Sumatra obtained in the following table 2.
Table 2. The Quality of Bureaucratic Tourism Service To Enhance Tourist Visit In Lake Toba Parapat North Sumatera Utara 2016
No Questions Respondent Answers
VO O S N SN
1 Did Lake Toba Parapat provided place of worship (mosque, church, other places of worship) for tourists?
8
10%
11
13,75%
20
25%
35
43,75%
6
3
No Question
Respondent Answers
VO O S N SN
2. Did Lake Toba Parapat North Sumatera Parapat provided an adequate road infra structure?
3
3. Did bureaucratic give good performance to serve tourists?
5
4. Did bureaucratic has adequate tourism service skills?
5 Did bureaucratic provide the right tourism services?
6. Did bureaucratic provide tourism services suitable with the promise or regulations?
-
10
7 Did bureaucrati provide tourism services fair to all tourits?
8 Did bureaucratic provide satisfied tourism services?
9 Did bureaucratic provide tourism services immediately?
10 Did bureaucratic provide clear tourism information such as banners, leaflets, web internet, and others?
8
11 Did bureaucratic provide tourism services quickly?
12 Did bureaucratic provide tourism services proactive?
13 Did bureaucratic providing tourism services friendly?
14 Did bureaucratic provide guaranteed tourism service?
15 Did bureaucracy provide clear information and rules about tourism?
10
16 Did bureaucracy provide transparent Standard Operating Procedure (SOP) tourism?
2
17 Did bureaucratic provide clear Minimum Service Standards (SPM) tourism?
4
No Question
Respondent Answers
VO
O
S
N
SN
18 Did bureaucratic provide sincere tourism services?
-
5
6,25%
30
37,50%26
32,50%19
23,75%19 Did bureaucratic provide services specific for male, female, old and young people?
7
8,75%
14
17,50%
24
30%
20
25%
15
18,75%
20 Did bureaucratic understand the tour needs of tourists?
5
6,25%
15
18,75%
30
37,50%
20
25%
10
17,50%
21 Did bureaucratic have an extensive knowledge of the tourism?
4
5%
10
12,50%
26
32,50%
22
27,50%
18
22,50%
22 Did bureaucratic have a good communication skills with tourists?
10
12,50%
14
17,50%
30
37,50%
18
22,50%
8
10%
Source : Research Result, 2016 Note :
VO : Very Often O : Often S : Sometimes
N : Never
SO : So Never
4.2. The Tendency Level of Bureaucratic Tourism Service Quality To Enhance Tourist Visit In Lake Toba Parapat North Sumatera
Based to the instrument, the following table gave a summary of the tendency level of bureaucratic tourism services Quality to enhance tourist visit in Lake Toba Parapat North Sumatra as follows.
Table. 3. The Tendency Level of Bureaucratic Tourism Service Quality To Enhance Tourist Visit In Lake Toba Parapat North Sumatera, 2016
Range F. Absolut F. Relative Level
> 100 30 37.50% Good
75 – 99 46 57.50% Enough
50 – 74 4 5.00% Less
< 49 0 0.00% Low
Total 80 100%
Based on table 3, it could be stated that the tendency level of bureaucratic tourism service quality to enhance tourist visit in Lake Toba Parapat North Sumatera were enough level so that it needs to enhance.
4.3. The Development Model of Bureaucratic Tourism Service Quality To Enhance Tourist Visit In Lake Toba Parapat North Sumatera.
5 quality of bureaucratic tourism services quality in Lake Toba Parapat North Sumatra none or less qualified.
Based on the Focus Group Discussion (FGD) result which was being held with the Distric Head, bureaucratic apparatus, the head of the village, tourists, villagers and community leaders around Lake Toba Parapat North Sumatera and referred to the theory of Bureaucratic Tourism Service Quality, these research concluded that the Development Model of Bureaucratic Tourism Service Quality to Enhance Tourist Visit In Lake Toba Parapat North Sumatra are the Model of Tangibles, Reliability, Responsiveness, Assurance, Empathy, Safe, Comfort and Clean.
5. Conclussions and Recommendations 5.1. Conclussion
The conclusion that could be expressed by the results of this research were as follows :
a. The Development Model of Bureaucratic Tourism Services Quality to Enhance Tourist Visit in Lake Toba Parapat North Sumatera are the model of Tangibles, Reliability, Responsiveness, Assurance,Empathy, Safe, Comfort and Clean. b. The tendency level of bureaucracy tourism service quality were still enough
level.
5.2. Recommendations
The recommendations of research based on the results and conclussions were as follows :
a. The Development Model of Bureaucratic Tourism Services Quality to Enhance Tourist visit in Lake Toba Parapat North Sumatera which are model of Tangibles, Reliability, Responsiveness, Assurance,Empathy, Safe, Comfort and Clean must be implemented.
b. To Develop Bureaucratic Tourism Services Quality in Lake Toba Parapat North Sumatera, a continous training and education about the quality of bureaucratic tourism service towards the bureaucratic must be held soon.
6. References 1)
Undang-undang Nomor 10 Tahun 2009 Tentang Kepariwisataan. Jakarta : Sekretariat Negara
2)
Spillane, James J. 2003. Pariwisata dan Wisata Budaya. Jakarta : Penerbit : CV Rajawali.
3)
Mazelis, Lev, Kirill Lavrenyuk, Catherine Lavrenyuk and Lan Wei. 2016. Fuzzy Optimization Model of Human Capital Development of the University’s Departement. The Social Science. Pakistan : Medwell Journal. Vol.
4)
Kumorotomo, Wahyudi. 1996. Etika Administrasi Negara. Jakarta : Penerbit Rajawali Pers. Cetakan Pertama.
5)
Tjiptono, Fandy. 1997. Manajemen Jasa. Edisi Pertama. Yogyakarta : Penerbit Andi 6)
Zeithaml, Valerie A Parasuraman A dan Leonard L.Berry. 1990. Delivery Quality
Service, Balancing Customer Perceptions And Expectation. New York : The Free
Press. 7)
