Koreascholar

2.3. Tourism Service Quality
The quality of tourist attraction services, uniqueness, 
and high value is the basis for tourists to revisit a 
destination (Rakhastiwi, 2019). Visitors’ facilities, in 
terms of access to tourist sites, and attractiveness directly 
affect their satisfaction rate. Therefore, quality service can 
be realized by providing excellent services by competent 
human resources, which is supported by adequate 
infrastructure or facilities able to provide positive values. 
Tourists who have visited a destination more than once are 
satisfied because according to their experience of tourism 
products such as the choices of diverse tourism products 
and information available both offline and online have met 
these tourists’ expectations and can give an impression 
on tourists, so as to make tourists revisit a destination 
(Rahmiati, Othman, & Tahir, 2020a). The Tourism Service 
Quality includes tour guide services, infrastructure or 
transportation accessibility, and tourist attractions such 
as products and accommodation. The availability of tour 
guides is needed to improve services’ quality by conveying 
information on products (Isdarmanto, 2017). In tourism, 
quality is created by delivering outstanding services in 
terms of hospitality, courtesy, efficient accommodation, 
food, and recreation facilities (Gallarza, Ruiz-Molina, & 
Gil-Saura, 2016). Additionally, Gallarza, Gil Saura and 
Arteaga Moreno (2013, 2017) and Latiff and Ng (2015) 
stated that efficiency measured by ease and accessibility 
is an essential relationship for the provision of satisfied 
and loyal tourists in the transportation and accommodation 
during the tourism activities. Efficiency can cognitively 
be perceived, such as in information provision, because 
competent is of prime importance for tourism (Gallarza 
et al., 2013). 
Several studies on tourism service quality, such as 
the research carried out by Latiff and Ng (2015) on 
accommodation, hospitality, entertainment, transportation, 
and quality car service for the overall satisfaction, desire to 
return, and willingness to recommend relatives and friends. 
Liang (2008) stated that in the pre-delivery stage of travel 
experience, information speed and accuracy are important. 
Similarly, law No. 10 of 2009 concerning Tourism article 20 
(a) stated that every tourist has the right to obtain accurate 
information on tourist attractions. Activities in the field 
of tourism information lead the management of tourism 
to discuss the ease of providing adequate information 
regarding tourist attractions, such as lodging, transportation, 
infrastructure, etc. (Ruslan, 2014). Vignati and Laumans 
(2010) reported that the quality of services consisting of tour 
guides, accommodation, food, attractions, and transportation 
depend on each other. The standard of tourism services 
can be realized by qualified human resources in excellent 
service, competent, and assisted by adequate infrastructure 
or facilities to provide positive values (Priyanto & Hemawan, 
2017). Hanif, Kusumawati and Mawardi (2016) also stated 
that Tourist Satisfaction has a significant effect on loyalty. 
The service quality indicators used in this study are focused 
on personnel (approachable, friendly, respectful, competent) 
information (detailed information transportation, hotels, 
restaurants, tourist activities), and transportation (efficient 
and accessible).

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Filda RAHMIATI, Norfaridatul Akmaliah OTHMAN, Mohammed Hariri BAKRI, Yunita ISMAIL, Grace AMIN /
Journal of Asian Finance, Economics and Business Vol 7 No 12 (2020) 959–968
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