SERTIFIKASI KOMPETENSI PEMANDU WISATA UNTUK MENINGKATKAN MUTU PELAYANAN KEPADA WISATAWAN DI SURAKARTA

  • Havania Prisca Ayuningtyas STP Sahid Surakarta
  • Sunyoto Sunyoto STP Sahid Surakarta
Keywords: Competency Certification, Tour Guide, Service Quality

Abstract

The purpose of this study is to find out how the pocess of tour guide competency certification to improve
the quality of service to tourists in Surakarta and to determine the impact received by tour guides after
participating in competency certification. This type of research is descriptive qualiative. Data collection
techniques used are observation, interviews, documentation and literature study. The population in this
study was the staff of Tourism department, the staff of Jana Dharma Indonesia Tourism Professional
Certification Institute, and 40 participants of the tour guide certification with a sample of 1 staff from
Tourism department, 2 staffs from Jana Dharma Indonesia Tourism Professional Certification Institute,
and 3 participants of the tour guide certification. The data analysis technique used was data
triangulation. The results of this study indicate that 38 participants from 40 participants were declared
competent, in the training of tour guides the training and certification materials were in accordance
with the conditions in the field, the role of communication was very important in the quality of service
and cooperation that needed to be built in order to achieve their respective goals. Lastly, the impact
received by a tour guide after following certification is that the service quality of a tour guide increases

Published
2022-01-04
Section
Articles