Young Tourist Perspective on the Service Quality (Case Study: Star Hotel in Bogor Toursim Area - Indonesia)

摘要

Bogor is one of tourist area located in the geographic area of West Java Province and adjacent to Jakarta. Cool natural condition surrounded by views of the hills and mountains with many historic heritage make this city has its own attraction to young local tourist from Jakarta and its surrounding. Today, tourism has become the most growing industry in the world. Similarly in Indonesia, already proved that tourism development in Indonesia in the last few years has shown significant contribution in national economic development that is as one of instrument of increasing state revenues. A study on factors that contribute to tourism development in Indonesia is required. Hotel accommodation cannot be separated from tourism. Hotel is the main tourism superstructures. This research aims to measure level of satisfaction and interest of young tourist to service quality perceived by these young hotel guest/traveler in star hotel in Bogor tourist area from their point of view. The analytical methods used are factor analysis method and importance performance analysis. Based on factor analysis method, it was discovered Hotel Service Quality Scale (HOLSERV) dimension proposal consisting of empathy, reliability, guarantee and engagement. The dimensions of behavior and empathy are factors that are considered important and are in accordance with the expected, so the level of satisfaction relatively higher and makes these variables is a featured service in the eyes of young tourists. These results suggest the need for collaboration between the operational strategy and management of human resources for the hospitality sector is able to sustain the tourism sector.