MANAJEMEN PELAYANAN DI TOURISM INFORMATION CENTRE (TIC) DALAM PENYEDIAAN LAYANAN INFORMASI KEPARIWISATAAN DI KOTA TANJUNGPINANG

Abstract

The Tanjungpinang City Government through the Culture and Tourism Office provides free tourism information service facilities for tourists visiting through the Tourism Information Center (TIC) to support tourism in Tanjungpinang City. This study aims to see how service management in the Tourism Information Center (TIC) of Tanjungpinang City. Service management can be defined as a process of applying science and art to plan, implement plans, coordinate, and complete service activities in order to achieve firm and customer-friendly service goals, create special interactions and quality control with customers. Service management in this study has three components, namely aspects of organizational culture, aspects of service systems, and aspects of human resources. This research use desciptive qualitative approach. The selected informants were determined based on purposive sampling technique and used interview data interview techniques, observation, and documentation. The results showed that the aspect of organizational culture was able to prioritize tourists. Then the service system aspect is very easy, clear, and simple. In the aspect of human resources, it can be said that they have met the standards, very responsible, there is a weakness in language acquisition, but training and empowerment are always held so that they can serve tourists maximally. In general, the conclusion of service management at the Tourism Information Center (TIC) of Tanjungpinang City has been running optimally.