System dynamics model for service quality improvement: a case study of Surakarta tourism, Indonesia
System dynamics model for service quality improvement: a case study of Surakarta tourism, Indonesia
Value co-creation concept implies that customers can actively participate in every stage of the service development process. Service providers are encouraged to build a unique and memorable experience to remain competitive. The concept is applicable in tourism settings. This study adopts system dynamics approach to study the conditions of tourism in Surakarta City, Indonesia. This study incorporates SERVQUAL dimensions of tangibility, reliability, responsiveness assurance and empathy to construct a co-created tourism policy in the city. There are five interventions proposed in the study: infrastructure, platform, human resource, events and promotions. The study reveals that to increase the number of tourists, Surakarta city is urged to invest bigger in the transportation sector and perform interactive online platform to accommodate a co-creation among stakeholders in the tourism sector. This study proposes alternatives to help the decision maker to understand the complexity of tourism sector in Surakarta both in theory and practice.
Customer value co-creation, Indonesia, Service quality, Surakarta, System dynamics
468-493
Novani, Santi
f3130461-fd9d-4fec-a4b6-1356f9284409
Mayangsari, Lidia
3630b0ea-f59f-4fae-8bdf-653380dec45d
Prihadi, Nurtami
60baea1c-af7c-44cb-9639-6dbce903ff7e
Azis, Yudi
feb67bdb-51f1-47ea-bdb3-3b16f6d50099
22 May 2019
Novani, Santi
f3130461-fd9d-4fec-a4b6-1356f9284409
Mayangsari, Lidia
3630b0ea-f59f-4fae-8bdf-653380dec45d
Prihadi, Nurtami
60baea1c-af7c-44cb-9639-6dbce903ff7e
Azis, Yudi
feb67bdb-51f1-47ea-bdb3-3b16f6d50099
Novani, Santi, Mayangsari, Lidia, Prihadi, Nurtami and Azis, Yudi
(2019)
System dynamics model for service quality improvement: a case study of Surakarta tourism, Indonesia.
International Journal of Business and Systems Research, 13 (4), .
(doi:10.1504/IJBSR.2019.102527).
Abstract
Value co-creation concept implies that customers can actively participate in every stage of the service development process. Service providers are encouraged to build a unique and memorable experience to remain competitive. The concept is applicable in tourism settings. This study adopts system dynamics approach to study the conditions of tourism in Surakarta City, Indonesia. This study incorporates SERVQUAL dimensions of tangibility, reliability, responsiveness assurance and empathy to construct a co-created tourism policy in the city. There are five interventions proposed in the study: infrastructure, platform, human resource, events and promotions. The study reveals that to increase the number of tourists, Surakarta city is urged to invest bigger in the transportation sector and perform interactive online platform to accommodate a co-creation among stakeholders in the tourism sector. This study proposes alternatives to help the decision maker to understand the complexity of tourism sector in Surakarta both in theory and practice.
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Published date: 22 May 2019
Additional Information:
Funding Information:
This research is supported by School of Business and Management (SBM) research grant 2015.
Publisher Copyright:
Copyright © 2019 Inderscience Enterprises Ltd.
Keywords:
Customer value co-creation, Indonesia, Service quality, Surakarta, System dynamics
Identifiers
Local EPrints ID: 475444
URI: http://eprints.soton.ac.uk/id/eprint/475444
ISSN: 1751-200X
PURE UUID: b41ee2e9-c016-45ed-99a5-e3819b53122b
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Date deposited: 17 Mar 2023 17:51
Last modified: 18 Mar 2024 03:54
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Contributors
Author:
Santi Novani
Author:
Lidia Mayangsari
Author:
Nurtami Prihadi
Author:
Yudi Azis
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