ANALISIS KEPUASAN MASYARAKAT KOTA SURABAYA DALAM TRANSFORMASI DI INDUSTRI WISATA DENGAN PENDEKATAN PELAYANAN PRIMA

Authors

  • Danti Sugiarto Universitas 17 Agustus 1945 Surabaya
  • Indah Murti Universitas 17 Agustus 1945 Surabaya
  • Supri Hartono Universitas 17 Agustus 1945 Surabaya

DOI:

https://doi.org/10.69957/praob.v5i02.2192

Keywords:

Kepuasan Masyarakat, Transformasi Industri Wisata, Transformasi Industri Wisata, Pelayanan Prima

Abstract

This study aims to analyze the satisfaction of the people of Surabaya City towards the transformation in the tourism industry with a prime service approach. The transformation studied focuses on the implementation of an online ticket system as an innovation to overcome various obstacles in tourism services, such as long queues, limited information, and manual payment systems. This study uses a qualitative descriptive method with data collection techniques in the form of interviews, observations, and documentation at several leading tourist destinations in Surabaya, including Kenjeran Beach Amusement Park, Kalimas Boat Tour, and Surabaya Education Museum. The results of the study indicate that service transformation through ticket digitization has a positive impact on public satisfaction, especially in terms of reliability, responsiveness, assurance, physical evidence, and empathy of officers. This study recommends optimizing information technology and improving HR competency in supporting the sustainability of prime services in the Surabaya tourism sector.

References

Aguinis, H., Kraus, S., Poček, J., Meyer, N., & Jensen, S. H. (2023). The why, how, and what of public policy implications of tourism and hospitality research. Tourism Management, 97(December), 1–13. https://doi.org/10.1016/j.tourman.2023.104720

Ismoyo, P. J., Awaluddin, M. A., Triadi, F., & Asdar, M. (2024). Service Quality Evaluation Public at Office Head of Awangpone Village. Jurnal Office: Jurnal Pemikiran Ilmiah Dan Pendidikan Administrasi Perkantoran, 10(2), 144–153.

Muhadi, Herlambang, D., Yonnawati, & Anggraini, S. (2024). TINJAUAN YURIDIS IMPLEMENTASI PRINSIP-PRINSIP GOOD GOVERNANCE TERHADAP PELAYANAN PUBLIK DI DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KABUPATEN LAMPUNG SELATAN. JHM, 5(1), 43–53.

Nababan, B. O., Nugroho, A., & Riadi, S. (2021). Analysis of Community Satisfaction with Public Services in The Bojong Gede District Office, Bogor Regency. Majalah Ilmiah Bijak, 18(3), 31–41. https://doi.org/10.31334/bijak.v19i1.1960

SIGMA. (2023). The Principles of Public Administration: MONTENEGRO 2021. In Sigma (Issue December).

Downloads

Published

2025-06-23

How to Cite

Sugiarto, D., Indah Murti, & Hartono, S. (2025). ANALISIS KEPUASAN MASYARAKAT KOTA SURABAYA DALAM TRANSFORMASI DI INDUSTRI WISATA DENGAN PENDEKATAN PELAYANAN PRIMA. PRAJA Observer: Jurnal Penelitian Administrasi Publik (e- ISSN: 2797-0469), 5(02), 166–175. https://doi.org/10.69957/praob.v5i02.2192

Issue

Vol. 5 No. 02 (2025): ADMINISTRASI PUBLIK

Section

ADMINISTRASI PUBLIK

License

Copyright (c) 2025 Danti Sugiarto; Indah Murti; Supri Hartono

Creative Commons License

This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

Ketentuan hukum formal untuk mengakses artikel digital jurnal elektronik ini tunduk pada ketentuan lisensi Creative Commons Attribution-ShareAlike (CC BY-SA), yang berarti PRAJA Observer: Jurnal Penelitian Administrasi Publik, e- ISSN: 2797-0469 berhak untuk menyimpan, mengubah format, mengelola di pangkalan data, memelihara dan menerbitkan artikel tanpa meminta izin dari Pencipta selama tetap mempertahankan nama Pencipta sebagai pemilik Hak Cipta.