The Service Quality Provided by Tourist Information Center of Dinas Kebudayaan dan Pariwisata (DISBUDPAR) Surakarta

Oleh :
Nian Kusumawati - C9309049 - Fak. Sastra dan Seni Rupa

This final project was written based on the job training which was done by the writer from January 9th to February 9th 2012 at Tourist Information Center (TIC) of Surakarta. This final project report has purpose to describe and identify the quality of services provided by TIC. The writer used observation method and library research in the process of collecting data. Dinas Kebudayaan dan Pariwisata (DISBUDPAR) built TIC as a division which provides tourists with information relevant to tourism of Surakarta. TIC has an important role in giving good services to tourists in order to create good image of Surakarta especially and Indonesia generally. The result of this final project report shows that TIC had done several activities to provide good service which refers to five most important things that customers expect from a quality service; reliability, responsiveness, assurance, empathy, and tangibility. However, TIC also has several problems in giving services, such as the lack of tourist information, the lack of human resources, and the lack of sign-board facilities in DISBUDPAR office. Therefore, the writer gives solutions to improve service quality, they are providing better sign-boards to tourists, adding more TIC officers, and maintaining & updating information on the website. Hopefully, the writer expects that the readers can get benefit from this final project report.