THE PERCEPTIONS OF JAPANESE TOURISTS TOWARDS THE JAPANESE GUIDES IN BALI

Indah Kusumarini, IIN and Lukia Zuraida, LUK (2016) THE PERCEPTIONS OF JAPANESE TOURISTS TOWARDS THE JAPANESE GUIDES IN BALI. Atlantis Press, Sekolah Tinggi Pariwisata Bandung.

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Abstract

The research aims at knowing and analyzing the perceptions of Japanese tourists towards the Japanese guides in Bali.. Japanese guides have important role in tourism in providing services to the Japanese guests. Explorations factor analysis used to measure quality service of the guide. Variable of research used 5 dimensions of quality service from Zeithaml-Parasuraman- Berry. These are tangible, reliability, responsiveness, assurance, and empathy. The data were collected by using questioners administered to 100 Japanese tourists, interview and document study. The data analyzed quantitatively based on scale of Likert. Character of respondents was categorized based on sex, age, occupancy, length of stay, and visit purpose. The findings of this study are “empathy” has biggest point from 4 others. “Responsiveness”, “assurance”, “reliability” in no 2, 3, and 4. “Tangible” got the lowest point from that 5 dimensions. “Tangible” aspect need to be followed up by giving serious attention and action to increase quality of service for Japanese guest in Bali.

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