ASSESSMENT OF THE QUALITY OF TOUR GUIDE AND TOUR GROUP LEADER SERVICES IN LIGHT OF SURVEY PILOT RESEARCH

2020 ◽  
Vol 54 ◽  
pp. 45-67
Author(s):  
Piotr Gryszel
Keyword(s):  
Group Leader ◽  
Self Control ◽  
Quality Of Services ◽  
Group Leaders ◽  
Tour Guide ◽  
Work Quality ◽  
Research Results ◽  
Tour Guides ◽  
Field Guides

Purpose. The objective of the article is to assess the quality of services provided by tour guides and tour group leaders within the context of deregulation of these professions. Method. A survey questionnaire consisting of 14 questions characterising both traits and skills of tour guides and tour group leaders was used as a research tool to achieve the defined objective. The survey was conducted in the period from March 15 to May 31, 2018 among tourists participating in domestic and foreign trips. Correctly completed questionnaires (274) were collected in the course of the study, of which 121 referred to work quality of mountain and field guides, 103 concerned the quality of services provided by tour group leaders and 50 related to work quality of city guides. Findings. The average assessment of all analysed traits was very high and amounted to 4.58 (!) on a five-point scale. The highest rated traits and skills were as follows: punctuality (4.75), knowledge of topography (4.73), personal manners (4.71), level of professional knowledge (4.7), efficiency in realising the itinerary (4.67), patience and self-control in action (4.6) and neat and good appearance (4.6). In turn, the lowest assessed features were the ability of selecting information (4.3), the skill of making contact (4.4) and the ability of expressing oneself correctly (4.41). Research and conclusions limitations. Based on the conducted research, it cannot be determined whether the deregulation of both professions, i.e. tour guide and tour group leader, had any impact on the quality of provided services. The survey covered tour guides and tour group leaders who obtained their licences before the deregulatory regulations entered into force. No group of tour guides or tour group leaders who worked without completing any training was identified. Practical implications. The research results can be used by diverse institutions introducing various types of certification systems for tour guide services as well as the Ministry of Sport and Tourism in the course of implementing the Sectoral Qualifications Framework in tourism. Originality. The analysis of both tour guide and tour group leader quality of services is not often carried out in our country. The value of the study is the possibility of comparing current research results with the ones from 2006. Type of paper. The article presents empirical research results focused on the quality of services provided by city, field and mountain guides as well as tour group leaders.

scholarly journals PELAKSANAAN PERATURAN DAERAH PROVINSI BALI NO 5 TAHUN 2008 TENTANG PRAMUWISATA DI KABUPATEN BADUNG

2015 ◽  
Vol 4 (2) ◽  
Author(s):  
Ni Made Anggia Paramesthi Fajar
Keyword(s):  
Quality Of Service ◽  
Product Quality ◽  
Government Regulation ◽  
Quality Of Services ◽  
Tour Guide ◽  
Tour Guides ◽  
The Future ◽  
The Law ◽  
The Government

Tour guide has an important role toward the tourism business in Bali, they take care the guests since they arrive until they depart from Bali. Therefore a tour guide should be able to give the best quality of service and also improve it if to provide better service in the future. In order to achieve the best quality of service, the government should create a rule which regulate how a tour guide can be a profession in order to provide a better quality of service to the guests who visit Bali. Bali Regional Rule no 5 year 2008 about Tour Guides is a kind of regulation established by Bali Government as a foundation for a Tour Guide in doing their profession. However, in fact there are so many irrelevant services given by a Tour Guide and it was not based on the regulation and it caused the problems in this thesis. Are there any factors that generate a specific license for a tour guide based on Bali Regional Rule no 5 year 2008 about Tour Guides could not be released? How is the application of punishment ofthose tour guides who did not obey the regulation based on Bali Regional Rule no 5 year 2008 about Tour Guides? This research used empiric approach which means that we are doing an approach by solving the problem that we face during the research. In relation with the regulations and law and also the law theories which relevant applied in this research e.g. theory of obeying the law, theory of authority and theory of product quality. In order to show the government’s authority to apply the law and how the regulation is able to guarantee the law and also to ensure that the government regulation can guarantee the tour guide quality to provide the best quality of services.

scholarly journals Analisis Kualitas Layanan dan Kepuasan Pengunjung Perpustakaan Kampus A Universitas Nahdlatul Ulama Surabaya (Unusa)

2016 ◽  
Vol 1 (2) ◽  
pp. 87-100
Author(s):  
Denis Fidita Karya
Keyword(s):  
Research Methodology ◽  
Quality Of Services ◽  
Research Results ◽  
Library Research ◽  
Nahdlatul Ulama

This research conducted a survey respondents visitors to 100 library campus aUnusa. The purpose of this research is to assess the level of the quality of services andsatisfaction visitors library campus a Unusa, so that it can be known how big level thequality of services and satisfaction visitors library. Research methodology it uses researchquantitative so that can be described clearly of the level of the quality of services andsatisfaction visitors library campus a Unusa. This research uses the importance performanceanalysis (ipa) used to know position strength and weakness of the indicators used.The result of research is obtainable 19 an indicator of the measurement of the quality ofservices library. In addition, this research results from for variables reliability and assurancehaving the same as it lies in quadrant two, while the rest those are variable tangible,responsiveness and empathy located at quadrant three.

scholarly journals Improving the Pediatric Hospital Experience Using Telepresence Robotics

Iproceedings ◽  
10.2196/15259 ◽  
2019 ◽  
Vol 5 (1) ◽  
pp. e15259
Author(s):  
Galen Shi ◽  
Pavan Shah ◽  
Therese Canares ◽  
Ingrid Zimmer-Galler
Keyword(s):  
Pediatric Patients ◽  
Phase 1 ◽  
Coping Mechanisms ◽  
Child Life ◽  
Phase 2 ◽  
Tour Guide ◽  
Play Intervention ◽  
Tour Guides ◽  
Before And After

Background In a hospital setting, pediatric patients miss out on routine stress coping mechanisms, such as normative play, socialization, and exploration. Previous work has established that a lack of healthy coping mechanisms negatively impacts the psychosocial development and well-being of hospitalized children. To help alleviate the stress of hospitalization, we created a novel, normative play robotics program that utilizes telepresence technology to give children live, virtual tours of museums and cultural attractions. Objective The objective was to 1) demonstrate feasibility, and 2) assess quality and impact on mood of telepresence tours as a new normative play intervention. Methods A prospective, cross-sectional study was conducted on inpatients at the Johns Hopkins Children's Center and the University of Maryland Children's Hospital from the ages of 3 to 19. Subjects were selected through convenience sampling by Child Life Specialists. The intervention consisted of a 30-minute session in which a volunteer: 1) remotely connected a laptop in the hospital room to a telepresence robot at the Maryland Science Center or the National Aquarium; 2) introduced the child to their venue tour guide and taught the child how to drive the robot, and 3) facilitated a tour in conjunction with the venue tour guide on site with the robot. Feasibility was assessed by the rate of completed tours. Quality of the experience and mood were evaluated with surveys answered with a 5 or 7-point Likert scale. Surveys were administered in 2 phases: phase 1 evaluated quality of the experience after the tour, and phase 2 included the phase 1 survey plus mood assessment before and after the tour. The two-tailed Wilcoxon signed-rank test was used to determine statistical significance in difference in mood before and after the tour. Verbal consent was obtained from patient guardians and assent was obtained from the patient. Results 77 tours were conducted with pediatric inpatients, and no tours were terminated due to technical difficulty. Out of 77 children, 68 completed surveys. In phase 1 (n=40) participants’ average age was 7.8 years. On average, patients rated their overall experience a 4.8/5, ease of driving 4.1/5, ease of communicating with other guests at the venues a 4.3/5, and their tour guides a 4.7/5. In phase 2 (n=37), average age was 10.1 years. Children’s self-reported mood improved from pre-visit (3.7/5) to post visit (4.4/5) (P<.001). Additionally, patients rated their overall ease of driving 5.8/7, ease of communicating with other guests at the venues 5.3/7, and their tour guides 6.8/7. Conclusions Patients reported positive assessments of their overall experience, ease of driving, communication with tour guides and guests at the venues, and elevated mood after the tour. This study demonstrates that telepresence tours are a feasible and enjoyable intervention for hospitalized pediatric patients, and significantly improve mood. This unique program adds to existing child life specialist strategies by allowing children to engage in normative behaviors outside of the hospital. This novel use of telepresence robotics as a normative play intervention warrants future studies to further characterize the improvement in mood and impact on the patient’s overall hospital satisfaction.

scholarly journals Analisis Kepuasan Nasabah Terhadap Kualitas Pelayanan Di P.T. Pegadaian Syariah Cabang A. Yani Pontianak

2016 ◽  
Vol 11 (1) ◽  
pp. 562
Author(s):  
Selfy Fajriani
Keyword(s):  
Customer Satisfaction ◽  
Quality Of Services ◽  
Research Results ◽  
Descriptive Approach ◽  
And Performance ◽  
Level Of Importance ◽  
Performance Research

This study wanted to see customer satisfaction with quality of services provided by the Syariah Branch P.T.Pegadaian A.Yani Pontianak. The research uses a descriptive approach, the data obtained through interviews, observations, and questionnaires. Population is taken from Ar-Rum customers and Mulya, samples were selected purposively up to 100 people. The analyzer is used to compare the level of importance and performance. Research results revealed that customers were not satisfied, which can be seen in the larger impotance of the performance.

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PASIEN RAWAT INAP RSKG (RUMAH SAKIT KHUSUS GERIATRI) TEJA HUSADA KEPANJEN

2020 ◽  
Vol 5 (2) ◽  
pp. 13
Author(s):  
Fatmawati Sholichah
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Random Sampling ◽  
Simple Random Sampling ◽  
Quality Of Services ◽  
Health Providers ◽  
Research Results ◽  
Physical Evidence ◽  
Special Hospital

One effort to create a healthy Indonesia is to improve the quality of services and facilities by health providers such as health centers, hospitals and clinics in Indonesia. Hospitals providing health services in Indonesia should be managed properly, in improving the quality of services. In this study, the population was patients who were undergoing treatment at the Teja Husada Kepanjen General Hospital, as many as 105 patients. This random sampling is called Simple Random Sampling. In sampling according to Husein Umar (2003:141) Slovin formula was used. So that the sample taken was 51 respondents. From the research results it can be seen that 1) From the research results it can be seen that service quality variables which include reliability (X1), responsiveness (X2), certainty (X3), empathy (X4), physical evidence (X5) simultaneously affect patient satisfaction RSKG (Geriatric Special Hospital) Teja Husada Kepanjen at RSKG (Geriatric Special Hospital) Teja Husada Kepanjen; 2) From the research results it can be seen that the service quality variables which include reliability (X1), responsiveness (X2), certainty (X3), empathy (X4), physical evidence (X5) have a partial effect on patient satisfaction of RSKG (Geriatri Special Hospital ) Teja Husada Kepanjen at RSKG (Geriatric Special Hospital) Teja Husada Kepanjen; and 3) From the results of the study it can be seen that responsiveness which is one of the service quality variables has a dominant influence on the satisfaction of the Teja Husada Kepanjen RSKG (Special Geriatric Hospital) patients at the Teja Husada Kepanjen RSKG (Geriatric Special Hospital). Keywords: Service Quality, Patient Satisfaction

Engaging Parents in Preventive Parenting Groups: Do Ethnic, Socioeconomic, and Belief Match Between Parents and Group Leaders Matter?

2006 ◽  
Vol 35 (5) ◽  
pp. 619-633 ◽  
Author(s):  
Jean E. Dumas ◽  
Angela D. Moreland ◽  
Alexandra H. Gitter ◽  
Amanda M. Pearl ◽  
Alicia H. Nordstrom
Keyword(s):  
Socioeconomic Status ◽  
Preventive Intervention ◽  
Group Leader ◽  
Parenting Interventions ◽  
Ethnic Match ◽  
Group Leaders ◽  
Research And Practice ◽  
Parenting Groups ◽  
Different Characteristics

The authors evaluate the relation of ethnic, socioeconomic status (SES), and belief match between parents and group leaders and engagement in a preventive intervention for parents of preschoolers. Engagement was assessed through attendance, retention, and quality of participation in sessions with 171 parents and 11 group leaders. SES match predicted attendance, retention, and quality of participation. Parents attended more sessions, remained longer in the program, and participated more actively when their group leader came from comparable SES backgrounds. Ethnic match predicted retention only, with parents attending longer when their ethnicity matched their group leader's. Engagement was unrelated to the extent of match across different characteristics, nor was the link between ethnic match and retention mediated by SES or belief match. Results suggest that social, cultural, and belief similarities between parents and group leaders may be less salient in preventive parenting interventions than is assumed. Implications for research and practice are discussed.

Cultural Competency Methodological and Data Strategies to Assess the Quality of Services in Mental Health Systems of Care

2002 ◽  
Author(s):  
Carole Siegel ◽  
Gary Haugland ◽  
Ethel Davis Chambers ◽  
Carmen Aponte ◽  
Ralph Blackshear ◽  
...  
Keyword(s):  
Mental Health ◽  
Health Systems ◽  
Cultural Competency ◽  
Systems Of Care ◽  
Quality Of Services ◽  
Mental Health Systems

PENGARUH KUALITAS INFORMASI DAN KUALITAS LAYANAN TERHADAP SIKAP DALAM PENGGUNAAN SISTEM APLIKASI DENGAN KEMUDAHAN PENGGUNAAN SEBAGAI VARIABEL INTERVENING PADA JASA TRANSPORTASI ONLINE (GOJEK) DI YOGYAKARTA

2019 ◽  
Vol 27 (2) ◽  
pp. 119-133
Author(s):  
Putri Aprilia Isnaini ◽  
Ida Bagus Nyoman Udayana
Keyword(s):  
Social Media ◽  
Quality Of Service ◽  
Information Quality ◽  
Sampling Technique ◽  
Ease Of Use ◽  
Quality Of Services ◽  
Quality Of Information ◽  
Transportation Services ◽  
Application Systems

This writing is done to determine the effect of information quality and service quality on attitudes in the use of application systems with the ease of use of the system as an intervining variable in online transportation services (gojek) in Yogyakarta. The sample in this study is customers who use online motorcycle transportation services in Yogyakarta. The sampling technique uses accidental sampling technique. Data collection is done by distributing online questionnaires through the Goegle form and distributed with social media such as WhatsApp and Instagram on a 1-4 scale to measure 4 indicators. The results of this study show 1) the quality of information affects the ease of use, 2) the quality of service affects the ease of use, 3) the quality of information influences attitudes in use, 4) the quality of services does not affect attitudes in use, and 5) ease of use attitude in use.

Customer’s satisfaction on service quality at Vietnam Technological and Commercial Joint Stock Bank – An Giang Branch

2020 ◽  
Vol 4 (3) ◽  
pp. First
Author(s):  
Tran Minh Hieu ◽  
Nguyen Duong Ngoc Mai Chi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Test Method ◽  
Quality Of Services ◽  
Factors Affecting ◽  
Factors Influencing ◽  
Alpha Reliability ◽  
Survey Results ◽  
Development Orientation

This study applied SERVQUAL scale of Parasuraman et al to measure factors affecting customer satisfaction on service quality at Vietnam Technological and Commercial Joint Stock Bank - An Giang Branch (Techcombank An Giang). The study was conducted to survey 207 customers who have been using the service at Techcombank An Giang. The survey results were analyzed by the Cronbach's Alpha reliability test method, then used Exploratory factor analysis (EFA) to verify and evaluate the scale of service quality. The results of the regression analysis show that customer's satisfaction about service quality at Techcombank An Giang includes four factors: The factor with the highest level is the Empathy with Beta = 0.253, the second of factor is the Responsibility with Beta = 0.248, ranked third in the influence level is the Tangible with Beta = 0.235, and the lowest impact level is the Reliability with Beta = 0.144. The research also uses statistical methods to describe and test the differences of demographic factors with customer's satisfactionon service quality.The analysis results show that there is no difference between customer's satisfaction on service quality and factors such as gender, age, income, number of transaction banks, regular transaction banks, and time to use the service at Techcombank An Giang. Through the research results, the author would like to propose some ideas to improve the quality of services, thereby attracting new customers and importantly, keeping traditional customers because the development orientation of Techcombank is to take care of old customers to cross sell other products of the bank. The Stud results offer a basis for the branch to identify the factors influencing customer satisfaction on their service quality, thereby having an appropriate strategy to improve customer satisfaction.

Sign in / Sign up

Export Citation Format

Share Document