Questioning the Readiness of Manado as a Tourism Destination : Poor Service of Waitresses in the Local Restourants

Towoliu, Benny I and Sangari, Fonny and Permana, Dimas Ero (2017) Questioning the Readiness of Manado as a Tourism Destination : Poor Service of Waitresses in the Local Restourants. Journal of Indonesian Tourism and Development Studies, 5 (1). pp. 9-18. ISSN e: 2338-1647, p: 2355-3979

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Abstract

In the last two decades, manado local Government has forwarded a Manado vision as a tourism destination. Due to this policy, many accommodations and restaurant are built here. Centainly, this is an opportunity for local people to work in the hospitality industry. Meanwhile, so far the tourism development industry is only physical, it was not supported bye the human resource local tourism development, in this case, the waitresses who work in local restaurants. The research aims to examine the quality of service of waitresses who work in local restaurants. The research was conducted from October to December 2015, and locations of the area where data were taken are Maga Mas and Sabua Bulu Malalayang. These areas are the centers of local culinary industry. The research method used is descriptive qualitative supported by quantitative data. Field research includes a survey involving 116 respondents, observation and documentation, and the analysis by servqual method. Sevice quality measured based on visitors' perceptions of the five dimensional aspects. They are the tangible aspect, responsiveness aspect, assurance aspect and empathy aspect. Result of this research shows that service quality of local waitresses are still low, where service performance appraisal is 3.11while the guest expectations of service quality were 4.47. Guest rating on the performance expectations of service and quality of service shows a minus value. This indicates that the guest is not satisfactory with the performance of service provided by a waitress with an average value of 1.35 satisfactions which means that the value of service of lacal waitress is <= 0. Recommendation is that the local government should encourage business manager of local restaurants training to improve service quality of waitress. The methods of training suggested are video presentation, vestibule, role plays and case studies.

Item Type: Article
Subjects: E Hospitality and Tourism > ED Karya Ilmiah
Divisions: Niaga > Jurusan Pariwisata
Depositing User: Operator
Date Deposited: 21 Mar 2019 10:22
Last Modified: 24 Apr 2019 10:24
URI: http://repository.polimdo.ac.id/id/eprint/1930

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