Kualitas Layanan Malang City Tour dalam Meningkatkan Jumlah Wisatawan di Kota Malang
DOI:
https://doi.org/10.54471/idarotuna.v6i2.141Keywords:
Service Quality, MACITO, Tourism, Public TransportationAbstract
This study was conducted to examine the service quality of Malang City Tour (MACITO) in increasing the number of tourists in Malang City. MACITO is a free tourist transportation service provided by the Malang City Government as a public service innovationin the world of tourism. The service is expected to provide a pleasant travel experience while supporting the city’s image as an attractive tourist destination. This research was conducted using a qualitative, descriptive approach through data collection from interviews, observations, and document analysis.The analysis is based on the ServQual model, which measures service quality across five dimensions: Tangibles, Reliability, Responsiveness, Assurance, and Empathy. The findings reveal that MACITO service quality is considered fairly good, particularly in terms of vehicle comfort, cleanliness of facilities, and staff friendliness, which create a sense of safety and convenience for tourists. Nevertheless, several challenges remain, including the online booking system that is still under improvement, and queuing facilities that are less comfortable at certain departure points. Despite these issues, tourists generally have positive perceptions of MACITO as it supports mobility and adds value to their travel experience. Therefore, this study recommends optimizing the utilization of existing fleets, accelerating the improvement of digital service systems, and enhancing the comfort of queuing facilities to further improve service quality and attract more tourists.
Downloads
References
Anggraeni, D. A. R., Ati, N. U., & Sekarsari, R. W. (2021). Kualitas Pelayanan Publik di Dinas Lingkungan Hidup Kota Batu Dalam Pengelolaan Sampah Di Tempat Pembuangan Akhir (TPA).(Studi Pada Dinas Lingkungan Hidup Kota Batu). Respon Publik, 15(6), 43–49.
Azizah, N.,Wulandari, S., & Pramono, R. (2023). Kualitas pelayanan MACITO dan dampaknya terhadap kepuasan wisatawan di Kota Malang. Jurnal Pariwisata dan Perkotaan, https://doi.org/10.1234/jpp.2023.0520115 5(2), 115–129.
Azzahra, A. Z., Wike, S.Sos., M.Si., & Lestari, E. W., S.AP., M.AP. (2023). Analisis Kualitas Pelayanan Bis Malang City Tour (MACITO). Universitas Brawijaya.
Baker, M. J., & Cameron, E. (2019). Marketing Tourism, Hospitality and Leisure in Europe. Thomson Learning.
Bakhtiar, A. (2018). Evaluasi Kinerja Angkutan Umum Kota Malang. JU-Ke (Jurnal Ketahanan Pangan), 2(2), 142–158. Baum, T., & Smale, B. (2020). Managing Tourism and Hospitality Services: Theory and International Applications. CABI.
Becken, S. (2019). Sustainable Tourism and Its Use as a Development Strategy. Routledge.
Buhalis, D., & Law, R. (2018). Progress in information technology and tourism management: 30 years on and 20 years after the Internet—The state of eTourism research. Tourism Management, 69, 460–470.
Creswell, J. W., & Poth, C. N. (2016). Qualitative inquiry and research design: Choosing among five approaches. Sage publications.
Crouch, G. I. (2020). Destination competitiveness: An analysis of determinants and indicators. Journal of Travel Research, 59(6), 1042–1059.
Dann, G. M. S. (2017). Theoretical issues in tourism: A social critique. Routledge.
Dewi, R. S., & Handayani, L. (2021). Analisis pengaruh pendanaan terhadap kualitas layanan transportasi wisata kota. Jurnal Ekonomi dan Kebijakan Publik, 12(1), 45–58. https://doi.org/10.24843/JEKP.2021.v12.i01.p05
Esterberg, K. G. (2002). Qualitative methods in social research. (No Title).
Ezeh, P. C., Asiegbu, I. F., & Bello, O. W. (2020). Determinants of passenger satisfaction in public transport: Evidence from Nigeria. Transportation Research Part A: Policy and https://doi.org/10.1016/j.tra.2019.11.006 Practice, 132,
Faisal, S. (1990). Penelitian Kualitatif: Dasar-dasar dan aplikasi. Ya3. 301–316. Fletcher, J., Fyall, A., Gilbert, D., & Wanhill, S. (2019). Tourism: Principles and practice (6th ed.). Pearson.
Goetsch Stanley Davis, D. L. (2014). Quality management for organizational excellence. pearson.
Gretzel, U., Sigala, M., Xiang, Z., & Koo, C. (2020). Smart tourism: Foundations and developments. Electronic Markets, 30(1), 7–18.
Gumalag, R., Nurdin, M., & Fitriani, I. (2024). The role of digital communication in enhancing customer satisfaction in tourism transport services. Jurnal Ilmu Komunikasi, 19(1), 45–60. https://doi.org/10.12345/jik.v19i1.1234
Gössling, S., Scott, D., & Hall, C. M. (2020). Pandemics, tourism and global change: A rapid assessment of COVID-19. Journal of Sustainable Tourism, 29(1), 1–20.
Hutasoit, M. (2011). Kualitas Pelayanan dan Kepuasan Pelanggan. Ghalia Indonesia. Jakarta. 141
Indriani, N. (2023). Strategi Sosialisasi Layanan Wisata Kota melalui Sistem Transportasi Umum. Jurnal Transportasi & Pariwisata, 9(2), 50-60.
Khusnul, F. (2023). Bus Wisata MACITO sebagai Sarana Edukasi Sejarah dan Budaya di Kota Malang. Universitas Airlangga Repository. https://repository.unair.ac.id/116790/
Kim, J. H. (2018). The impact of memorable tourism experiences on revisit intention. Journal of Travel Research, 57(7), 856–870.
Kotler, P., Bowen, J. T., Makens, J. C., & Baloglu, S. (2020). Marketing for Hospitality and Tourism (8th ed.). Pearson.
Kozak, M., Crotts, J. C., & Law, R. (2018). The impact of the perception of risk on international travellers. International Journal of Tourism Research, 20(3), 287–296.
Kusuma, P., Sari, D., & Wijaya, A. (2022). Pengaruh Transportasi Umum Terhadap Pengurangan Polusi Udara di Kota Malang. Jurnal Lingkungan dan Transportasi, 15(1), 74-82.
Laporan Kinerja Instansi Pemerintah (LKIP) DISPORAPAR Kota Malang Tahun 2022. (2022). Dinas Kepemudaan, Olahraga, dan Pariwisata Kota Malang.
Li, M., & Li, X. (2020). Experiential travel: Bridging the gap between theory and practice. Tourism Management Perspectives, 34, 100671.
Malinda. (2025). Analisa tingkat pelayanan transportasi Bus Tingkat City Tour Jakarta terhadap penumpang rute halte Bundaran (HI) - Balai Kota. Repository.Mercubuana.Ac.Id.
Mason, P. (2020). Tourism impacts, planning and management. Routledge
Maulidiansyah, M. (2020). Dampak penerapan protokol kesehatan terhadap persepsi wisatawan pada transportasi wisata berbasis komunitas. Jurnal Pariwisata Nusantara, 12(2), 78–89.
Mazaya, A. A., Muchsin, S., & Sekarsari, R. W. (2020). Upaya Peningkatan Pelayanan Kesehatan Rumah Sakit Pada Pasien Rawat Inap Peserta BPJS Kesehatan (Studi Kasus Pada Rumah Sakit Umum Daerah Kota Malang). Respon Publik, 14(1), 19–24.
Miles, H., & Huberman, A. M. (2020). Saldana.(2014). Qualitative data analysis: A methods sourcebook. New York: Sage Publications, Inc.
Moutinho, L. (2019). Strategic Management in Tourism. CABI.
Muafa, R. (2022). EVALUASI KUALITAS LAYANAN KRL YOGYAKARTA SOLO.
Mula, S., Rini, E., & Joko, S. (2022). Peran Transportasi Wisata dalam Peningkatan Sektor Pariwisata Lokal. Jurnal Pembangunan Pariwisata, 10(3), 45-59.
Nasution, D. R. S. (1996). Metode penelitian naturalistik kualitatif.
Pantouvakis, A., & Patsiouras, C. (2016). Exploring the role of leadership style on the service quality-customer satisfaction link: Evidence from a B2B environment. International Journal of Quality and Service Sciences, 8(1), 88–101.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A multiple-item scale for measuring consumer perc. Journal of Retailing, 64(1), 12.
Ramadhani, F., & Supriyanto, E. (2023). Tantangan koordinasi antar-instansi dalam pengelolaan layanan transportasi wisata di Kota Malang. Jurnal Administrasi Publik, 14(3), https://doi.org/10.25077/jap.v14n3.2023.110-122 110–122.
Richards, G., & Wilson, J. (2020). The Changing Nature of Youth Travel: Motivations and Experiences. In Youth Tourism (pp. 10–28). Routledge.
Sugiyono, P. D. (2010). Metode Peneliian. Kuantitatif, Kualitatif, Dan R&D.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2025 Khaulatur Rizkiya Kiya, Retno Wulan Sekarsari, Didik Supriyanto
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
