Jurnal Pariwisata Tawangmangu

MODEL PARIWISATA BERKELANJUTAN BERBASIS KOMUNITAS: STUDI KASUS KAWASAN WISATA KAMPUNG NAGA, TASIKMALAYA, JAWA BARAT

Cahya Darmawan — 2026-09-27

Sustainable tourism is a vital approach to developing culturally rich tourist destinations rooted in local wisdom. Kampung Naga is a community formed by indigenous people who firmly uphold ancestral traditions, live in harmony with nature, and maintain their socio-cultural system. This study aims to formulate a community-based tourism (CBT) model by integrating cultural preservation, economic empowerment, and environmental sustainability. Employing a descriptive qualitative approach, data were collected through observations and interviews, while analysis was conducted using the SWOT matrix and data triangulation. Informants included the village head, the tourism management leader, local citizens, the Head of the Tasikmalaya Regency Tourism Department, and visiting tourists. The results indicate that Kampung Naga's primary strength lies in its authentic traditions and community solidarity, despite being constrained by minimal infrastructure and limited management capacity. The rising trend in cultural tourism presents a major opportunity, while threats include the risk of losing traditional values and over-dependence on tourism. The developed sustainable tourism model relies on three core pillars: (1) socio-cultural, through customs preservation and identity strengthening; (2) economic, through various productive enterprises and equitable benefit-sharing; and (3) environmental, through ecological management and eco-friendly tourism practices. This model highlights the critical importance of collaborative synergy among the community, government, academics, and tourists to realize community-based sustainable tourism successfully.

ANALISIS KINERJA ROOM ATTENDANT TERHADAP KUALITAS PEMBERSIHAN KAMAR STUDI KASUS DI HOTEL ARYADUTA

Christofel Reiclief Umboh — 2026-09-27

This study aims to analyze the correlation between room attendant performance and room cleanliness quality within the Housekeeping Department of Hotel Aryaduta Manado. It was conducted to provide empirical evidence regarding the importance of room attendant performance in maintaining room cleanliness standards as a component of overall hotel service quality. The study employed a quantitative approach utilizing descriptive methods and a case study design. Data were collected through questionnaires, observations, and documentation involving 20 respondents—room attendants, housekeeping supervisors, and interns at Hotel Aryaduta Manado. Research instruments were validated for reliability and validity, while normality was assessed using the Shapiro–Wilk test. The relationship between variables was analyzed using Pearson Product-Moment Correlation in IBM SPSS Statistics version 26. The results indicate that all instruments met reliability and validity criteria and that the data were normally distributed. The correlation analysis yielded a coefficient of 0.718 with a p-value < 0.001, indicating a strong positive correlation between room attendant performance and room cleanliness. These findings suggest that improvements in punctuality, adherence to standard operating procedures, accuracy, responsibility, and work consistency are associated with higher-quality room cleanliness. Room attendant performance shows a strong, significant relationship with the quality of room cleanliness at Hotel Aryaduta Manado. Therefore, enhancing competence, strengthening supervision, and consistently implementing operational standards are crucial steps in maintaining room cleanliness and improving hotel service quality.

PEREMAJAAN STRATEGI PARIWISATA BERBASIS KOMUNITAS PERKOTAAN MELALUI ANALISIS SWOT-QSPM DAN SIKLUS HIDUP KAWASAN PARIWISATA: STUDI PADA KAMPUNG WARNA-WARNI JODIPAN

Rebecca Qisthy Miza Zalidar Ahsan — 2026-09-27

Urban community-based tourism has emerged as a sustainable development strategy, yet it remains vulnerable to stagnation due to strategic drift. Kampung Warna-Warni Jodipan (KWJ), Malang City, faces a paradox: declining tourist visits despite regional tourism recovery, indicating a misalignment between destination management strategies and external environmental dynamics. This study aims to formulate a destination rejuvenation strategy by integrating the Tourism Area Life Cycle (TALC), SWOT analysis, and the Quantitative Strategic Planning Matrix (QSPM). A case study design with a mixed qualitative-quantitative approach was employed. Primary data were collected through field observation and in-depth interviews with key informants selected via purposive sampling, representing government, academics, destination managers, the private sector, and the media. Data were analyzed using IFAS, EFAS, SWOT, and QSPM matrices, interpreted within the TALC framework. Findings reveal that KWJ occupies a favorable strategic position but empirically exhibits characteristics of the stagnation stage in the destination life cycle. The selected priority strategy is the repositioning of KWJ as an experiential tourism destination through strengthened digital branding, community-transformation storytelling, and packaging community activities as annual attractions. The study concludes that KWJ holds strong rejuvenation potential, grounded in community social capital and contingent upon adaptive and collaborative governance reform. Future research is recommended to examine the longitudinal effectiveness of strategy implementation in similar destinations.

PENGARUH ELECTRONIC WORD OF MOUTH (E-WOM) DI TIKTOK DAN CITRA DESTINASI TERHADAP KEPUTUSAN BERKUNJUNG WISATAWAN GENERASI Z KE DESTINASI WISATA PULAU PANDANG KABUPATEN BATUBARA

Amrozi Panjaitan — 2026-09-27

The rapid growth of TikTok has driven the “TikTok Made Me Visit It” phenomenon, making electronic word of mouth (e-WOM) and destination image key factors in Generation Z tourists’ decision to visit, including Pandang Island, Batubara Regency, which gained TikTok popularity since 2022–2023, yet remains understudied academically. This quantitative study used a 1–5 Likert-scale questionnaire distributed offline and online to 100 Generation Z respondents (aged 18–27) who had visited Pandang Island and had previously seen TikTok content about it, selected through purposive sampling. Data were analyzed using Structural Equation Modeling-Partial Least Squares (SEM-PLS) with SmartPLS 4.0, evaluating the outer model (convergent and discriminant validity, reliability) and inner model (R², path coefficients, bootstrapping with 5,000 subsamples). e-WOM on TikTok positively and significantly affects destination image (β=0.779) and visit decision (β=0.439); destination image positively and significantly affects visit decision (β=0.445) and partially mediates the effect of e-WOM on visit decision (indirect effect=0.346). e-WOM on TikTok and destination image have been proven to be the main drivers of Generation Z’s visit decisions to Pandang Island; destination managers are advised to strengthen authentic e-WOM content that is consistent with the destination’s actual conditions to build a sustainable, positive image.

EVALUASI PENGELOLAAN SAMPAH DI DESA WISATA MEAT DALAM MENDUKUNG PARIWISATA BERKELANJUTAN DI KABUPATEN TOBA

Ester Elisabeth Pardede — 2026-09-27

Waste management plays a crucial role in sustainable tourism by maintaining environmental quality and visitor comfort. The Meat Tourism Village in Toba Regency faces challenges with waste infrastructure and management systems. This study evaluates waste management in the Meat Tourism Village to support sustainable tourism using a mixed-methods approach. Quantitative data were collected through questionnaires distributed to 100 tourists, while qualitative data were gathered via interviews and field observations. Descriptive analysis revealed moderate perceptions of cleanliness (54.0%), high visitor comfort (80.0%), moderate facility availability (44.2%), very high self-reported disposal behavior (82.8%), and high revisit intention (64.0%). Qualitative findings highlighted the limited availability of trash bins, irregular collection, and inadequate waste-separation facilities. These findings emphasize the need to strengthen waste management in the Meat Tourism Village by improving facilities, ensuring regular collection, enhancing sorting infrastructure, and providing ongoing education for local government, managers, community members, business operators, and tourists.

TOURIST PERCEPTIONS OF THE LACK OF PROMOTION AND TOURIST ATTRACTIONS AT MALAYA BEACH

Raida Syafira — 2026-09-27

This study aims to examine tourists' perceptions of the natural attractions, tourism facilities, and promotional effectiveness of Malaya Beach, Langkat Regency, a destination that has experienced a decline in visitor numbers despite its strong natural resource potential. The study employed a descriptive qualitative approach, with primary data collected through in-depth interviews, observation, and documentation involving 20 tourists selected through purposive sampling, which were then analyzed using an interactive model consisting of data condensation, data display, and conclusion drawing, with validity tested through source, technique, and time triangulation. The results show that tourists hold a very positive perception of the natural beauty of Malaya Beach, but are critical of the damaged supporting facilities, and consider the destination's official promotion to be very limited, so that information is mostly spread through word of mouth. These findings reveal a contradiction in perceptions, in which strong natural attraction coexists with limited facilities and promotion, making the current sustainability of tourist visits fragile, as it relies solely on natural capital rather than on adaptive and sustainable destination management.

TINGKAT RETENSI TAMU: STUDI KASUS PADA HOTEL ROGER’S MANADO

Michelle Vireal Gift Kowaas — 2026-07-30

Guest retention rate refers to hotel’s industy capability to maintain customer’s and embolden repeat visit. This study aims to analyze the guest retention rate and the factors influencing it at Roger’s Hotel Manado. The research subjects focuses on hotel guests who have stayed in Roger’s Hotel Manado since 2025. This study employs a qualitative approach using in-depth interviews and secondary data taken from all front office. The collected data is analyzed using thematic analysis to identify patterns and meanings related to guest retention. The results indicate that service quality, especially in terms of friendliness, responsiveness, and attention to guest needs, plays a significant role in improving guest retention. In addition, positive stay experiences and guest satisfaction are key factors that encourage repeat visits. Therefore, consistently improving service quality can strengthen guest loyalty and increase the likelihood of return visits.

INOVASI MINUMAN FUNGSIONAL MYSTIC BLOOM FIZZ BERBASIS BAHAN HERBAL

Christofel Mehingko — 2026-09-27

Lifestyle changes have increased demand for beverages made from natural ingredients with sensory and economic value. This study aimed to develop Mystic Bloom Fizz, determine the most suitable formulation, evaluate its organoleptic characteristics, and analyze the direct material costs and selling price potential. The study employed a Research and Development (R&D) approach with an experimental design across three formulation stages (F1, F2, and F3). Data were collected through observation, experimentation, interviews, and a limited descriptive organoleptic test involving seven panelists: two experts, three trained panelists, and two untrained panelists. The product was assessed based on appearance, aroma, and taste. The results indicated that F3 was the most suitable formulation, based on the balance of sweet, sour, and refreshing flavors, the mint aroma, and the color gradation from roselle and butterfly pea flowers. The direct material cost was IDR 9,822 per serving, with a selling price of IDR 25,000, resulting in a difference of IDR 15,178 per serving. The antioxidant and dietary fiber content represent the functional potential of the raw ingredients and were not verified through laboratory testing. Future research should include antioxidant activity, proximate, and shelf-life testing.

ANALISIS PENTAHELIX DAN DIVERSIFIKASI PRODUK WISATA DALAM PENGEMBANGAN DESA WISATA NGILNGOF MENUJU PARIWISATA BERKELANJUTAN

Novi Irawati — 2026-09-09

Tourism villages serve as an important community-based tourism strategy in supporting the local economy and destination sustainability in island regions. Ngilngof Tourism Village in Southeast Maluku Regency possesses marine, cultural, religious, and creative economy potential as a flagship attraction in the Kei Islands. This study aims to analyze the role of the pentahelix model and tourism product diversification in developing sustainable community-based tourism villages. The research employs a qualitative descriptive method with a case study approach. Data were collected through observation, interviews, documentation, and literature review involving managers, the local community, and relevant stakeholders. A SWOT analysis was used to identify internal and external factors in pentahelix-based tourism village development. The results indicate that Ngurbloat Beach serves as the destination's primary strength. Product diversification through culture, ecotourism, gastronomy, and the creative economy enhances destination competitiveness. Pentahelix collaboration plays a key role in strengthening digital promotion, amenities, and community capacity building. However, development still faces challenges such as limited digital infrastructure, human resource quality, and environmental management. The study concludes that development based on Community-Based Tourism (CBT) and pentahelix collaboration supports sustainable tourism in island regions. Future research is suggested to examine smart tourism implementation to enhance service quality and destination competitiveness.

PENGARUH SIKAP KERJA KARYAWAN TERHADAP KUALITAS PELAYANAN BERDASARKAN PERSEPSI TAMU DI HOTEL THE SENTRA MANADO

Juliano Paruntu — 2026-09-27

The increasingly competitive hospitality industry requires every hotel to provide the highest-quality service to meet guest expectations. However, guest reviews of The Sentra Manado Hotel on various online platforms still reveal complaints regarding the speed, consistency, and responsiveness of service. These findings suggest that work attitude is likely one of several factors influencing service quality as perceived by guests. This study aims to analyze the effect of work attitude on service quality as perceived by guests at Hotel The Sentra Manado. The study employed a quantitative approach using a causal-associative design. The sample consisted of 60 respondents selected using purposive sampling. Data were collected with a Likert-scale questionnaire and analyzed with simple linear regression in IBM SPSS. The findings indicate that work attitude has a positive and significant effect on service quality, as shown by the regression equation Y = 12.521 + 0.879X, a calculated t-value of 6.406, and a significance level of 0.000 (p < 0.05). The coefficient of determination (R² = 0.414) indicates that work attitude explains 41.4% of the variation in service quality, with the remainder attributable to other factors not included in the analysis. These findings indicate that work attitude has a positive and significant effect on service quality as perceived by guests at The Sentra Manado Hotel. Therefore, improving work attitude can be one of several key strategies for the management of The Sentra Manado Hotel in enhancing service quality as perceived by guests.

STRATEGI OPTIMALISASI WEBSITE BPOLBF SEBAGAI MEDIA PEMASARAN DIGITAL DESTINASI

Hasan Sobirin — 2026-09-27

A website is one of the primary platforms for destination digital marketing, playing an essential role in building a destination image, enhancing user engagement, and supporting tourism promotion. As the management authority of one of Indonesia's Super Priority Tourism Destinations, the Labuan Bajo Flores Tourism Authority (BPOLBF) must ensure that its official website functions effectively as a digital marketing platform. This study aims to evaluate the quality of the BPOLBF website using WebQual 4.0 and Importance Performance Analysis (IPA), and to formulate website optimization strategies to improve the effectiveness of digital promotion for the Labuan Bajo Flores destination. A mixed method was employed, with data collected through questionnaires administered to 35 website users, direct observation, and in-depth interviews with two website development experts. Qualitative data were analyzed using thematic analysis, while quantitative data were analyzed using descriptive statistics in SPSS version 22 to measure the performance and importance of website attributes across the dimensions of usability, information quality, and service interaction quality. Importance Performance Analysis (IPA) was subsequently applied to identify priority attributes for improvement. The findings indicate that the BPOLBF website achieved a satisfactory level of quality; however, gaps remain between users' expectations and the website's performance, particularly in navigation, visual appearance, user experience, functionality, and information presentation. Website optimization should therefore focus on strengthening user experience, destination branding, content marketing, and user engagement to enhance the

PENGEMBANGAN PRODUK MINUMAN COFFEE BERBAHAN DASAR KLAPPERTAART SEBAGAI INOVASI MINUMAN BERBASIS PANGAN LOKAL MANADO SULAWESI UTARA

Glery Putra Supit — 2026-09-27

The development of coffee-based beverages that utilize local food ingredients represents an innovation in the culinary and hospitality industries. Klappertaart, a traditional dessert from Manado, has a distinctive flavor, aroma, and texture that provide opportunities for beverage innovation. This study aimed to develop Coffee Klappertaart and determine the best formulation based on panelist acceptance. The research employed a Research and Development (R&D) approach through three formulation stages: F1, F2, and F3. Data were collected through organoleptic testing involving 15 panelists who evaluated appearance, aroma, taste, and texture using a 1–5 hedonic scale. Data were analyzed using the mean, standard deviation (SD), and Kruskal–Wallis test at a 5% significance level. The results showed that F3 obtained the highest mean scores for appearance (5.00 ± 0.00), aroma (4.87 ± 0.35), taste (4.80 ± 0.41), and texture (4.67 ± 0.49), with significant differences among formulations across all attributes (p < 0.05). F3 exhibited a three-layer presentation, a harmonious aroma, a balanced flavor, and a smooth texture. The production cost was Rp19,734 per serving, with a selling price of Rp34,000, reflecting a 70% markup. Coffee Klappertaart has potential as an innovative beverage made with local ingredients from North Sulawesi.

ANALISIS MANAJEMEN VOLUNTEER DALAM PENYELENGGARAAN EVENT: STUDI KASUS ASEAN FOR THE PEOPLE CONFERENCE 2025

Azzah Rihhadatul 'Ais — 2026-09-27

Volunteers are central to international conference operations, yet their episodic and non-contractual work requires adaptive management. This qualitative descriptive case study examined volunteer management at the ASEAN For The People Conference 2025. Informants comprised one volunteer coordinator and four volunteers from the Liaison Officer, Runner, Crowd Control, and Usher divisions. Data were collected through observation, semi-structured interviews, and documentation. The analysis involved data reduction, display, conclusion drawing, and verification. Source and technique triangulation supported credibility. Volunteer management covered workforce planning, recruitment and selection, orientation and training, direction and supervision, and recognition and evaluation. Placement considered experience, English proficiency, interests, personal characteristics, and role preferences. Key challenges involved speaker schedule changes, cross-party miscommunication, meal distribution, volunteer identification, fatigue, crowd congestion, and unclear recruitment-result notifications. The system supported event continuity but requires integrated cross-division communication, backup personnel, structured breaks, attendance-based meal distribution, identification for all volunteers, complete recruitment notifications, and documented post-event evaluation.

PENGARUH PENGEMBANGAN LITERARY TOURISM DAN PROMOSI BUDAYA TERHADAP PERTUMBUHAN EKONOMI LOKAL DI KAWASAN SEJARAH TANJUNG PURA

Ramadhani Ramadhani — 2026-09-27

The Tanjung Pura Historical Area has significant potential to be developed as a storynomics-based literary tourism destination that supports local economic growth through historical narratives and cultural promotion. However, this potential has not been fully optimized, making further research necessary to examine the influence of storynomics-based literary tourism and cultural promotion on local economic growth. This study employed a qualitative descriptive approach. Data were collected through observation, interviews, and documentation involving local government officials, tourism destination managers, local business owners, and community members. Data were analyzed using the interactive model of Miles, Huberman, and Saldaña, which includes data reduction, data display, and conclusion drawing. The findings indicate that storynomics-based literary tourism enhances visitors' experiences through historical storytelling, while cultural promotion contributes to increasing tourist arrivals. These two aspects collectively have a positive impact on local economic growth, particularly by increasing the income of local micro, small, and medium enterprises (MSMEs) and stimulating community economic activities. This study recommends strengthening the implementation of storynomics and sustainable cultural promotion to support the long-term development of heritage tourism in the Tanjung Pura Historical Area.

STRATEGI EXECUTIVE HOUSEKEEPER DALAM MEMITIGASI DAMPAK BEBAN KERJA FISIK DAN MENTAL TERHADAP BURNOUT PADA KARYAWAN HOUSEKEEPING DI PARADISE HOTEL GOLF AND RESORT LIKUPANG

Shevan Rivanly — 2026-09-27

This study aims to analyze the Executive Housekeeper’s strategies for mitigating the effects of physical and mental workload on burnout among housekeeping employees at Paradise Hotel Golf and Resort Likupang. A qualitative descriptive approach was used, with data collected through observation, in-depth interviews, and documentation. Informants were purposively selected and comprised one Executive Housekeeper, two Room Attendants, one Public Area Attendant, and one Laundry Attendant. Data were analyzed using the interactive model of Miles, Huberman, and Saldaña. The findings show that physical and mental workloads vary across housekeeping sections. Physical workload includes large work areas, repetitive cleaning activities, a high number of rooms to be completed, and hot conditions in the Laundry section. Mental workload includes cleanliness standards, time pressure, and handling guest requests and complaints. Strategies included interdepartmental assistance, job rotation, briefings, equipment maintenance, employee communication, motivation, and appreciation. These strategies helped reduce the impact on workloads while supporting employees' working conditions and smooth housekeeping operations.

ANALISIS PENGARUH HUBUNGAN KERJA SAMA TIM ANTARA ROOM ATTENDANT DAN RECEPTIONIST DALAM MENINGKATKAN KUALITAS PELAYANAN DI NOVOTEL MANADO GOLF RESORT & CONVENTION CENTER

Ananda Reza Matthew Lantang — 2026-09-27

Service quality is a crucial element for the success of a hotel business in meeting guest expectations and ensuring satisfaction. The issue addressed in this study is the suboptimal teamwork between room attendants and receptionists, which affects the quality of service guests receive at Novotel Manado Golf Resort & Convention Center. This study aims to evaluate the impact of teamwork between room attendants and receptionists on service quality levels at the resort. A quantitative approach was employed using a census sampling method, meaning the entire population was included in the sample. Data were collected via questionnaires distributed to respondents. The results indicate that improved teamwork between room attendants and receptionists leads to higher-quality service for guests. Consequently, it can be concluded that teamwork between room attendants and receptionists has a positive and significant influence on service quality. This study is expected to provide valuable insights to help hotel staff enhance interdepartmental coordination and deliver superior service to guests.

ANALISIS PREFERENSI TAMU TERHADAP MENU HIDANGAN UTAMA DI RESTORAN BLUE LAGOON OKINAWA JEPANG

Imanuella Gratia Cecilia Rambing — 2026-09-27

This study analyzes guest preferences for Pizza, Curry, and Pasta menus at Blue Lagoon Restaurant, Rizzan Sea-Park Hotel Tancha Bay, Okinawa, Japan. Understanding evidence-based preferences is essential for management as a foundation for menu evaluation and development. Using a qualitative descriptive method, data were gathered through non-participant observation, interviews, and documentation, and then analyzed through data reduction, data display, and conclusion verification. Nine respondents were selected through purposive sampling (eight staff members and one guest), supported by sales data. The diverse geographical backgrounds of guests provided contextual insights into taste evaluations. Results indicate generally positive preferences, with most reviewers praising the taste and willing to recommend the restaurant. However, critiques emerged regarding spiciness levels, blandness, or overly strong seasonings. Sales data revealed Curry had the highest purchase rate (take-out: 20–22 portions/day; dine-in: 15–25 reservations/day), followed by Pizza (17–19 portions) and Pasta (14–16 portions). Taste evaluations were influenced by flavor balance, seasoning intensity, spiciness, ingredient dominance, and consistency. These findings offer practical insights for maintaining popular dishes while refining menu flavor balance in the future.

TERITORI ADAPTIF RUMAH JOGLO SEBAGAI POTENSI WISATA BUDAYA DESA KEJI

Maria Damiana Nestri Kiswari — 2026-09-27

The former village head’s joglo house in Keji Village, Muntilan, is a vernacular architectural heritage site that still preserves social and cultural values, although its outdoor space is now fenced off. This phenomenon is important because a physically bounded space continues to be used by residents for passage, interaction, activities, and collective memory. This study employed a qualitative case study using field observation, visual documentation, and in-depth interviews with occupants and residents who understand the house's history. The data were analyzed descriptively and thematically using categories of physical adaptation, function, meaning, territory, social openness, and togetherness. The findings show that the fence does not merely close off the space but serves as a device for marking boundaries, protecting family assets, and regulating access. The yard and pendopo have shifted from communal-public spaces into selectively open semi-public spaces. The study conceptualizes socially adaptive territory and argues for its relevance to the interpretation of community-based cultural tourism.

ANALISIS KINERJA ROOM ATTENDANT BERDASARKAN PENERAPAN STANDAR OPERASIONAL PROSEDUR (SOP) PADA HOTEL GRAN PURI MANADO

Imanuel Anugrah Richardo Mondoringin — 2026-09-27

The housekeeping department plays a crucial role in maintaining the cleanliness, comfort, and quality of rooms, significantly impacting guest satisfaction and the hotel's reputation. Implementation of Standard Operating Procedures (SOPs) by room attendants is crucial to ensuring consistent service quality. This study aims to analyze room attendant performance based on SOP implementation at the Gran Puri Manado Hotel. A descriptive qualitative approach was used in this study. Data were collected through direct observation, in-depth interviews with room attendants and housekeeping supervisors selected using purposive sampling, and documentation. Data were analyzed using the interactive model of Miles, Huberman, and Saldana, consisting of data collection, data condensation, data display, and conclusion drawing, supported by triangulation of sources and techniques to ensure data validity. The findings indicate that SOP implementation was effective during the room cleaning process, contributing to improved work discipline, accuracy, efficiency, and service quality. However, high hotel occupancy rates were identified as a challenge due to the increased workload of room attendants. This study concluded that implementing SOPs positively contributed to room attendants' performance. Future research is recommended to examine employee competency, work motivation, and guest satisfaction to provide a more comprehensive understanding of housekeeping service quality.

MODEL PEMANFAATAN CHATBOT AI UNTUK PROMOSI DAN LAYANAN INFORMASI BERBASIS DESA WISATA DI KABUPATEN KLATEN

Heni Dwi Lestari — 2026-09-27

The development of Artificial Intelligence (AI) drives digital transformation in tourism. However, tourism villages in Klaten Regency face limited access to fast, interactive information services, resulting in suboptimal promotion. This study examines the use of an AI Chatbot as a promotional medium and information service to support Community-Based Tourism (CBT).Using a mixed-methods approach with a Sequential Explanatory design, research was conducted in Melikan Pottery and Jarum Tourism Villages. Quantitative data were gathered from 299 respondents via purposive sampling and analyzed using Structural Equation Modeling Partial Least Squares (SEM-PLS). Qualitative data were collected through in-depth interviews, observations, and FGDs, then analyzed using the Miles, Huberman, and Saldana interactive model.Results indicate that AI has a positive and significant effect onAI chatbots, digital promotion, information service quality,and CBT. AI chatbots enhance the speed, accuracy, and accessibility of tourism information. A Variance Accounted For (VAF) value of 57.20% confirms AI chatbots serve as a partial mediator between AI and CBT. This study develops an AI chatbot model for tourism village promotion and information services, offering recommendations for local governments and managers to drive digital transformation, enhance service quality, and strengthen sustainable competitiveness

PENGARUH AKSESIBILITAS DAN DAYA TARIK WISATA TERHADAP KEPUTUSAN BERKUNJUNG WISATAWAN KE PEMANDIAN ALAM SEMBAHE KABUPATEN DELI SERDANG

Muhammad Ganda Fauzi Lubis — 2026-09-27

This study examines the influence of accessibility and tourist attractions on tourists’ decisions to visit Sembahe Natural Baths in Deli Serdang Regency. The research employs a quantitative approach using an associative research design to analyze the relationship between independent and dependent variables. Primary data were collected through questionnaires distributed to 100 tourists selected using accidental sampling techniques. The research instrument was tested for validity and reliability, and hypothesis testing was conducted using multiple linear regression, partial tests (t-test), simultaneous tests (F-test), and the coefficient of determination (R²) in SPSS. The results indicate that accessibility has a positive and significant effect on tourists’ decisions to visit, with a significance level of 0.001. Tourist attractions also have a positive and significant effect on visiting decisions, with a significance value of 0.000, and are identified as the most dominant variable influencing tourists’ decisions. Simultaneously, accessibility and tourist attractions significantly affect visiting decisions, as indicated by an F-value of 0.000. Furthermore, the coefficient of determination (R²) of 0.804 indicates that accessibility and tourist attraction variables explain 80.4% of the variation in tourists’ visiting decisions. In comparison, other variables outside the research model explain the remaining 19.6%. These findings confirm that improving accessibility and maintaining attractive tourism resources are essential strategies for increasing tourist visits to Sembahe Natural Baths.

PENGARUH PARTISIPASI MASYARAKAT TERHADAP PEMBANGUNAN PARIWISATA BERKELANJUTAN PADA WISATA MIKUTOPIA DI KOTA BATU

Lanyala Trio Agus Muslim — 2026-09-09

Community participation is a crucial factor in realizing sustainable tourism, but community involvement is often limited to the operational implementation stage without access to planning and evaluation. This research is important because Mikutopia Tourism in Batu City experiences a participatory gap that has the potential to hinder tourism sustainability from ecological, economic, and socio-cultural aspects. The study used a quantitative approach with a survey method to 50 respondents from the Junggo Hamlet community who were selected based on the degree of homogeneity. Data collection was done through a Likert scale questionnaire of 1-5. Data were analyzed using inferential statistics (simple linear regression) with the help of SPSS. Before the regression is performed, the prerequisite tests of normality (Kolmogorov-Smirnov) and linearity (Deviation from Linearity) are met. The results and discussions were the participation of the community in the medium category (3.22) with weakness in the transparency of CSR funds (2.52/low). The economic impact is relatively high (3.69), especially employment (4.12), but the ecological (3.13) and socio-cultural (3.23) impacts are moderate with critical problems in water catchment (2.78) and conflict tolerance (2.36/low). Community participation has an effect on sustainable tourism (0.041), but the contribution is low (R Square = 8.4%). So, community participation is influential but the contribution is small because the quality of participation is low. It is recommended to increase the transparency of management and the establishment of partnership forums. Researchers are then advised to examine other factors (government policy, private investment, promotion, accessibility).

PENGARUH BEBAN KERJA KARYAWAN MAIN KITCHEN TERHADAP KINERJA PELAYANAN INTERNAL MENURUT PERSEPSI MANDIRI KARYAWAN DI NOVOTEL

Jeremia Rey Herianto — 2026-09-27

This research investigates how workload influences employees' perception of their internal service performance at Novotel Manado Golf Resort & Convention Center. Twenty main kitchen staff members were selected through a total sampling approach and surveyed; data were gathered via questionnaires, observations, and records, and then analyzed using descriptive statistics, validity and reliability tests, simple linear regression, t-tests, and the coefficient of determination (R²) in IBM SPSS. Findings reveal that workload has a significant negative impact on self-assessed internal service performance. The regression model, Y = 83.079 – 0.543X, indicates that each unit increase in workload corresponds to a 0.543-point drop in perceived performance. A t-test yields a value of –4.607 (p < .05), confirming the hypothesis. The R² value of 0.541 shows that workload accounts for 54.1 % of the variance in performance perception, with the remaining 45.9 % attributable to unexamined factors. Overall, higher workloads correlate with lower self-perceived internal service performance among the main kitchen employees. Therefore, hotel management is encouraged to manage workloads more effectively by adjusting staffing levels, improving work schedules, and distributing tasks more evenly. Effective workload management is expected to help employees perform their duties more optimally and maintain good internal service performance.

PENGARUH KUALITAS LAYANAN WISATA TERHADAP KEPUASAN PENGUNJUNG: STUDI KASUS DESA WISATA TETEBATU

Baiq Tutut Dwi Wiasti — 2026-09-27

Tetebatu Tourism Village is a nature- and community-based tourist destination that has experienced a steady increase in visitor arrivals each year. However, several challenges related to service quality remain, including inadequate supporting facilities, inconsistent homestay quality, and tour guide services, which may affect visitor satisfaction. This study aimed to analyze the effect of tourism service quality on visitor satisfaction in Tetebatu Tourism Village. A quantitative approach was employed using an accidental sampling technique involving 150 respondents. Service quality was measured using the five SERVQUAL dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Data were analyzed using validity and reliability tests, t-tests, F-tests, and the coefficient of determination (R²) using SPSS. The results showed that all research instruments were valid and reliable, with Cronbach's Alpha values above 0.70. Partially, responsiveness, assurance, and empathy had a significant effect on visitor satisfaction, whereas tangibles and reliability had no significant effect. Simultaneously, service quality had a significant effect on visitor satisfaction, with a coefficient of determination (R²) of 0.717, indicating that 71.7% of the variation in visitor satisfaction was explained by service quality. Therefore, improving service quality, particularly responsiveness, assurance, and empathy, is essential to enhancing visitor satisfaction in Tetebatu Tourism Village.

PERANCANGAN PROTOTYPE APLIKASI MONITORING KUNJUNGAN WISATA BERBASIS MOBILE DI PANTAI KOLO, BIMA, NUSA TENGGARA BARAT

Nurafifah Febianti — 2026-09-27

Kolo Beach is one of the leading marine tourism destinations in Bima City, yet it still relies on manual recording of tourist visits and facility monitoring. This condition causes data recapitulation, monitoring, and report preparation processes to be conducted less timely. Therefore, this study aims to design a prototype visitor-monitoring application for Kolo Beach in Bima, West Nusa Tenggara. This research employed the Research and Development (R&D) method with a mixed-methods approach and a prototype development process comprising communication, a quick plan, quick design, prototype construction, and deployment, delivery, and feedback. The prototype was designed using Figma and includes check-in and check-out features through QR Codes connected to a web application and an external database via API, automatic visit ID generation, a monitoring dashboard, monitoring of grant-supported facilities, and report recapitulation. The results showed that the application achieved a 100% functional conformity rate, as determined by testing conducted by managers and supervisors. Expert validation indicated that the application design was generally consistent with the prototype's objectives, although several adjustments were still required. System Usability Scale (SUS) testing was also conducted with the managers and validators, resulting in a marginal category, indicating that the prototype was functionally acceptable but not yet fully efficient. The resulting prototype can serve as an initial design to support more structured visitor monitoring and reporting. The collected visitor data also has the potential to serve as supporting data for management evaluation and tourism carrying capacity assessment at Kolo Beach.

ANALISIS KINERJA ROOM ATTENDANT DALAM MENINGKATKAN KUALITAS PELAYANAN DI HOTEL ARYADUTA MANADO

Jason Salammisi — 2026-09-27

This study aims to analyze the performance of room attendants in enhancing service quality at the Aryaduta Manado Hotel. This study uses a descriptive-comparative quantitative approach to measure the gap in perception between staff's internal assessment and guests' external perceptions. Purposive sampling was used to select 15 housekeeping staff and 15 guests who had stayed overnight. Data were collected through a questionnaire based on five dimensions of SERVQUAL (Tangibles, Reliability, Responsiveness, Assurance, and Empathy) and then tested for validity and reliability. The data were then processed using SPSS, with SERVQUAL Gap analysis and a paired-samples t-test. The results showed a statistically significant difference in perception (p = 0.000) between staff (average = 41.87) and guests (average = 33.73), with an overall negative gap of -0.91. These findings show that the quality of service provided by room attendants is still below guest expectations. The most critical gaps were found in the Reliability (-1.00) and Empathy (-0.94) dimensions, with the lowest indicators for the timeliness of room cleaning (-1.14). As a practical implication, the management of Hotel Aryaduta Manado needs to tighten supervision of work duration, conduct regular cleanliness evaluations, and provide customer-oriented service training for housekeeping staff.

PELESTARIAN SENI KERAJINAN BATIK SEBAGAI WARISAN BUDAYA DI KAMPUNG BATIK GIRILOYO, BANTUL, YOGYAKARTA

Suhartapa Suhartapa — 2026-09-27

This paper reveals the conservation of kerajinan batik art as a heritage of culture at Kampung Batik Giriloyo, Yogyakarta, Bantul. This study aimed at determining factors in the conservation of kerajinan batik as well as ways adopted by community people. This research was based on qualitative techniques with an ethnographic approach covered by observation, interview, and documentation. Research findings show that community commitment, youth role, government support, collaboration with Lembaga Swadaya Masyarakat (LSM), and cooperation with scholars are crucial in the conservation of batik. Moreover, innovative design and dyeing technology of batik is also a crucial strategy in generating consumers' interest. Through education and training, citizens of Giriloyo tried to conserve and improve batik handicrafts, hence not only conserving the tradition, but also increasing the local economic well-being. This study hopefully provides insights for the development of cultural conservation and batik craftsmanship policy in Indonesia.

ANALISIS KUALITAS PELAYANAN DAN KUALITAS PRODUK BERDASARKAN GOOGLE REVIEW DI MUSCADE JAPANESE STEAK HOUSE RESTAURANT THE SENTRA HOTEL MANADO

Kharina Tesalonika Kairupan — 2026-09-27

This study aims to analyze service and product quality based on Google Reviews at Muscade Japanese Steak House Restaurant, The Sentra Hotel Manado. This study is motivated by the importance of customer reviews on digital platforms as evaluation material in improving service quality. The method used is qualitative research with a descriptive approach. Data were obtained through observation, interviews with Food and Beverage Service staff and Food and Beverage Supervisors, documentation, and analysis of 32 customer reviews on Google Reviews. Data analysis was conducted by grouping reviews according to indicators of service quality, product quality, and quality consistency. The results show that, in general, the quality of service and product at Muscade Japanese Steak House has satisfied most guests. This is indicated by the predominance of positive reviews that appreciate the friendliness and politeness of the staff, the cleanliness of the restaurant, the comfortable atmosphere, the taste of the food, the quality of the steak, the freshness of the raw materials, and the attractive presentation. However, several weaknesses were still found, namely the long time required to serve food when the restaurant is busy, the mismatch between the level of steak doneness and guests' requests, and the inconsistent quality of some menu items. Restaurant management needs to improve service speed and coordination between service staff and the kitchen, and to maintain consistent product quality to sustain guest satisfaction and a positive restaurant image

MENU ENGINEERING FOR DECISION MAKING IN THE HOSPITALITY INDUSTRY: EVIDENCE FROM SALES AND CONTRIBUTION MARGIN ANALYSIS

Bimo Kuncoro Jati — 2026-09-27

This study examines the performance of menu items at Maya at Sailendra Restaurant, JW Marriott Hotel Jakarta, using a menu engineering approach. The study was motivated by the need for data-driven tools to improve menu profitability and operational decision-making in the highly competitive hospitality industry. A quantitative descriptive method was employed using secondary data on selling prices, food costs, and sales volumes. Menu performance was evaluated through Contribution Margin (CM), Menu Mix Percentage (MM%), Average Contribution Margin (ACM), and Average Menu Mix (AMM%), followed by classification into stars, plowhorses, puzzles, and dogs. The findings identified Sarson Da Saag and Paneer Tikka Masala as star items, while Tandoori Roti and Laccha Paratha were classified as plowhorses. The study demonstrates that integrating CM, MM%, ACM, and AMM% provides an objective framework for menu classification and supports strategic decisions regarding pricing, promotion, and menu optimization.

PENGEMBANGAN MODEL DIGITAL VALUE CHAIN KOMODITAS KELOR DI KABUPATEN KUPANG UNTUK NILAI TAMBAH DAN KEBERLANJUTAN USAHA SERTA IMPLIKASINYA BAGI PARIWISATA

Hany Bengu — 2026-09-27

Moringa may add value to Kupang Regency. Links between local products and tourism, culinary, or souvenir markets are plausible but remain untested among Moringa actors. This explanatory quantitative study surveyed 150 farmers, processors/SMEs, and marketers in the Moringa value chain using a five-point Likert questionnaire. Composite scores for five constructs were examined using reliability, convergent validity, correlations, sequential path regressions, and 5,000 bootstrap resamples. Digital Capability and Financial Management Capability positively relate to Digital Value Chain (β=0.339 and 0.444; p<0.001). Digital Value Chain is positively related to Value Added (β=0.507; p<0.001), which in turn is positively related to Business Sustainability (β=0.545; p<0.001). The corresponding R² values are 0.376, 0.283, and 0.299. Access to digital devices has yet to translate fully into processed products and resilient businesses. Value-chain digitalization needs bookkeeping, product upgrading, and market partnerships. Tourism is a potential application; visitor demand and tourism transactions require separate investigation.