THE ROLE AND THE SERVICE OF TOURIST INFORMATION CENTER ( TIC ) MALIOBORO YOGYAKARTA

• Main Authors: , RAHMA HIDAYATI, , Tri Nuraniwati., SS., MA.
• Format: Theses and Dissertations NonPeerReviewed
• Published: [Yogyakarta] : Universitas Gadjah Mada 2014
• Subjects: ETD
• Online Access: https://repository.ugm.ac.id/129503/; http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=69895
• Institution: Universitas Gadjah Mada

This paper aims to know more details about TIC Malioboro Yogyakarta, to analize how it attempts to give the service excellence, to analize its role and its the service quality based on the visitors satisfaction. Then, this paper is expected to give contribution to college students, especially the students of English Department Vocational College UGM, to provide more information in tourism. The methods of collecting data are direct observation, interview, distributing questionnaire and library research. Direct observation is conducted for two months to know how TIC attempt to give the service excellence to the visitors. Interview with the staff is conducted to get the valid data and information about their role. Distribute questionnaire to the visitors is to know about the service quality based on visitors satisfaction. Meanwhile, the library research is done to collect some additional information in this paper. The evaluation of the service is divided into five, that are Tangible ( facilities and the physical appareance of the TIC staff ) , Reliability ( reliability of the information needed and dicipline ) , Responsiveness ( respect to the visitor, the ability of giving clear and understandable information and the appropriate of the information needed ) , Assurance ( knowledge about the information and language proficiency of the TIC staff ) and Empathy ( the helpful of TIC staff to the visitor and the hospitality of the staff to the visitor ) . Based on the result of questionnaire, the visitors felt very satisfied from some aspects, except the facilities aspect. In this aspect, TIC has to add more map, brochures, pamphlet, etc. The role of TIC in the Yogyakarta tourism is also very important. First role, TIC provides a huge infomation and direction to the tourist, both international tourist and domestic tourist. Second role is to build the cooperation with the travel agent, both in Yogyakarta and other regions. TIC provides some package tour or promotion about tourism destination that can be ordered in TIC office .