| dc.contributor.author | Gozali, Angelia | |
| dc.date.accessioned | 2024-01-16T08:39:21Z | |
| dc.date.available | 2024-01-16T08:39:21Z | |
| dc.date.issued | 2013 | |
| dc.identifier.uri | https://dspace.uc.ac.id/handle/123456789/6988 | |
| dc.description | The tour leader is a person who accompanies, lead, and manage the group during thetrip takes place and is responsible for a successful trip. Things that become consumerexpectations can serve as a guide for a tour leader to improvehis or herperformance.This researchaims to determine what factors arethe expectations of consumers inorder to improve the performanceofthe tour leader.The population in thisresearchis the consumer who has attended at least five times traveling andthetour leaderwho had led the trip. Data collection techniques in this researchareconducted withsemi-structured interviews, observations, and study documentation. Based on theanalysis of data, it can be concluded that consumers want a friendly tour leader whocanrespondedwhen there is a problem that occurs during the travel, respondtocomplaints from tourparticipants and seek a way out. Thetour leader who can takecare of everything so thatthetour participants only know the problemhasalreadybeensolved, knowledgeable, on time,know the job description as a tour leader,flexible with the character of tour participants in order to mingle withtourparticipantsand create familiarity with all tour participants, andcan arrange seatsonplaneswhich areaccordance with the needsand desires of the tour participantsbecause if separate sitting area with other family members will reduce theconvenience of the tour participants. | en_US |
| dc.description.abstract | Tour leadermerupakan orang yang menemani, memimpin, dan mengurus rombonganselama perjalanan wisata berlangsung dan bertanggung jawab atas suatu keberhasilanperjalanan wisata.Hal-hal yang menjadi harapan konsumen dapat dijadikan panduanbagi seorangtour leaderuntuk meningkatkan kualitas kinerjanya.Penelitian inibertujuan untuk mengetahui faktor-faktor apa yang menjadi harapan konsumen dalamrangka meningkatkan kinerjatourleader.Populasi yang ditetapkanpada penelitianini adalah konsumen yang pernah mengikuti perjalanan wisata minimal lima kali dantour leaderyang pernah memimpin perjalanan wisata.Teknik pengumpulan datadalam penelitian ini dilakukan dengan wawancarasemi terstruktur, observasi, danstudi dokumentasi. Berdasarkan hasil analisis data, dapat disimpulkan bahwakonsumen menginginkan seorangtour leaderyang ramah, tanggap bila ada suatumasalah yang terjadi saatperjalanan wisata, menanggapi komplain daripeserta danmengupayakan jalan keluarnya,dapatmengurus segala sesuatunya sehingga pesertahanya tahu beres,berpengetahuan luas, tepat waktu,mengetahuijob descriptionsebagaitour leader, fleksibel dengan karakter pesertaagar dapat membaur denganpeserta dan tercipta keakraban,dandapatmengaturtempat duduk di pesawatsesuaidengan kebutuhan dan keinginan pesertakarena jika tempat duduk terpisah dengananggota keluarga lain akan mengurangi kenyamanan peserta. | en_US |
| dc.language.iso | id | en_US |
| dc.publisher | Universitas Ciputra Surabaya | en_US |
| dc.subject | Harapan Konsumen | en_US |
| dc.subject | Tour Leader | en_US |
| dc.subject | Kinerja | en_US |
| dc.subject | Consumer Expectation | en_US |
| dc.subject | Performance | en_US |
| dc.title | STUDI EKSPLORASI HARAPAN KONSUMEN TERHADAP KINERJA TOUR LEADER | en_US |
| dc.type | Thesis | en_US |
| dc.identifier.kodeprodi | 93202 | |
| dc.identifier.nim | 10209047 | |
| dc.identifier.dosenpembimbing | Christina | |
