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Vol.09, No.3, Nopember 2004

Vol.09, No.3, Nopember 2004

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DOES THE SECURITY FACTOR INFLUENCES LOYALTY
IN THE HOTEL INDUSTRY?

Dwi Suhartanto

Abstrak
 
Loyalitas pelanggan telah menjadi topik penting dalam penelitian maupun penerapannya, karena peran pentingnya dalam keberhasilan suatu organisasi bisnis. Artikel ini melakukan kajian literatur mengenai pengaruh dari faktor keamanan terhadap loyalitas pelanggan di industri perhotelan. Hal ini menun-jukkan bahwa keamanan mempengaruhi hubungan antara loyalitas pelanggan dan faktor yang berkembang daripadanya, yaitu kepuasan pelanggan, kualitas pelayanan dan image. Lebih lanjut, terdapat indikasi bahwa pengaruh dari faktor keamanan kian meningkat terhadap hubungan antara variable-variabel tersebut. 

Keywords : security factor, customer loyalty, customer satisfaction, hotel industry

 
KAJIAN KEBIJAKAN KEPARIWISATAAN BERKELANJUTAN
 
Roby Ardiwidjaja

Abstract
 
The quality of the environment is essential to tourism. However, tourism's relationship with many activities has negative environmental effects. On the other hand, tourism has the potential to create beneficial effects on the environment by contributing to environmental protection and conservation. Increasing evidence shows that an integrated approach to tourism planning and management in Indonesia is now required to achieve sustainable tourism. Nowadays most countries believe that true sustainable tourism development must involve the people and local communities in which sustainable tourism attractions are being developed. For emerging Indonesia as tourism destinations, the adoption of policies for sustainable tourism development is important. It is widely recognized that tourism development brings benefits, but also has the potential to destroy the delicate ecological and cultural balance of host communities. For Indonesia, policy development and strategic sustainable tourism development are the key success to guide the development of Indonesian tourism industry for generations to come

Kata kunci : kebijakan, kepariwisataan, berkelanjutan

 
KERAMIK LOMBOK SEBAGAI ASET KEPARIWISATAAN INDONESIA

Jajang Gunawijaya

Abstract
 
Since earlier period, it has been acknowledged that ceramic is inevitably detached to human evolution. Regardless the type and model, its beauty and quality reflect the valuable senses of art as well as surrounding civilization. Since ancient times, our archipelago is well recognized with ceramic production centres which are sustained and developed as major economic power like one in Banyu Mulek, Lombok, West Nusa Tenggara, in the east part of Indonesia. This writing reveals the concept underneath Lombok ceramic quality and crafty production processes, economic aspects, marketing distribution and furthermore the effect of tourism towards the welfare of community crafter. In 2003, a qualitative research is conducted upon the subject of ceramic in Banyu Mulek using in depth interview data collection strengthened with observation method not only towards the production process but also towards also physical surrounding environments as well cultural and social condition of communities within.

Kata kunci : keramik, kepariwisataan, Lombok

 
LAYANAN PRIMA (CUSTOMER CARE)
DALAM UPAYA PENANGANAN KELUHAN
TAMU PADA INDUSTRI PERHOTELAN

Amalia Mustika

Abstract
 
Although every country may have specific characteristics such as climate, culture, landscape, facilities and people, but in hospitality industry there should not be any discrepancies in term of the service given. Quality of service and human factors are not to be separated, so when a guest come to the hotel and face problems concerning one or more of these four characteristics: mechanical, attitude, service and unusual problems/complains, hotel’s employee need to give them a touch of customer care service with efficiency and courtesy. Customer Care is uniquely defined by each individual of employee to improve the service quality.

Kata kunci : layanan prima, industri perhotelan, keluhan tamu

 
ORGANIZATIONAL CULTURE :
TRACK TO ADAPTATION TO THE WAVE OF
CHANGE IN TOURISM INDUSTRY

Poerwanto

Abstrak
 
Budaya organisasi adalah seperangkat asumsi dasar yang diciptakan dan dianut bersama oleh organisasi dengan tujuan untuk mengarahkan perilaku organi-sasional karyawan. Peran utama budaya adalah untuk kepentingan proses adaptasi terhadap lingkungan eksternal dan integrasi internal. Untuk me-manajemeni budaya organisasi, manajemen harus secara aktif melibatkan seluruh karyawan di semua tingkatan, termasuk pada organisasi pengelola industri jasa kepariwisataan, yang pada dua dekade terakhir telah menjadi sektor unggulan sekaligus pemicu perubahan global di semua aspek kehidupan. Budaya organisasi dalam industri kepariwisataan perlu diperkuat agar dapat beradaptasi dengan perubahan lingkungan. Dari beberapa riset pada organisasi bisnis kepariwisataan di Indonesia, ditemukan bahwa budaya orga-nisasi memiliki lima fungsi: membangun identitas dan kebanggaan karyawan; membangun komitmen pada pelayanan superior kepada wisatawan; memper-kuat standar-standar perilaku; menciptakan pola adaptasi; dan sebagai kontrol organisasi. Kelima fungsi tersebut merupakan kekuatan penting  untuk membangun iklim organisasi, dan mengarahkan perilaku organisasional dalam proses adaptasi terhadap perubahan lingkungan pada kegiatan bisnis kepariwisataan
 
Keywords : organizational culture, tourism industry, wave of change
PENINGKATAN KUALITAS PENGEMUDI TAKSI
DEMI KEPUASAN PENGGUNA JASA KEPARIWISATAAN

Abdul Karim 
Muhammad Arief Rachman

Abstract
 
Public transportation business is an important aspect among several others within tourism industry. To gain success, each corporation should consider the satisfaction of their customer. Passenger’s individual perception about the performance of Transportation Company, as well as the goods or services provided in relation to his or her expectations after using the transportation services is quite an important matter to deal with during working days. In general, transportation service consumers’ satisfaction comprises of: comfort; accuracy; safety; security; and time accuracy. This article discusses the ways that the transportation service companies should do in accordance with theirs customers’ satisfaction. 

Kata kunci : kualitas, kepuasan konsumen, jasa transportasi

 
PERAN SERTA PERGURUAN TINGGI DALAM PENINGKATAN KUALITAS LINGKUNGAN HIDUP DAN KEPARIWISATAAN DI WILAYAH  DKI JAKARTA

Budi Susilo Soepandji 
Imam Yuwono

Abstract
 
Globalization and issues of mass edification like long life and open education, learning quality and relevancy; autonomy and accountability of higher education organizations as well as schooling dispersion has bring about the need of paradigm shifting. In the future, globalization will impact the role of many advanced education institutions: from traditional learning provider headed for scientific knowledge creator, from conventional to strategic planning approach, as of comparative towards more competitive learning method, one of which stressing the importance of establishments’ surrounding areas.
Kata kunci : perguruan tinggi, lingkungan hidup, kepariwisataan
 

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