Service Management of Customer Complaints in the Tourism Industry in Yogyakarta (Case Study at Sindu Kusuma Edupark Yogyakarta Tourism Forum 2018 - 2019)
Kristina Andryani, S.Sos., M.I.Kom.
Universitas Mercu Buana Yogyakarta
Abstract
The world of tourism is currently growing rapidly, this is believed by the many regions that have begun to develop their tourism potential in order to present interesting treats for migrants who want to release fatigue in the midst of busy work, especially for millennials now. the need for lifestyle and the need for social media, making travelers hunt interesting and unique photo spots. One of the attractions used in providing services to travelers is Sindu Kusuma Edupark Yogyakarta by formulating a problem how management handles customer complaints in order to continue to provide the best service so that this tourism vehicle still exists in the tourism industry and can compete with vehicles that similar in the Yogyakarta region. The research method used in this case is observation and in-depth interviews with the tour manager to deepen the data collection process and can produce the right analysis. The results of this study are expected to be able to implement a systematic procedure and plan for handling customer complaints, so that anyone who becomes a manager can still refer to established and tested procedures.
Keywords: management, services, customer complaints, tourist rides
Topic: International Symposium on Social Sciences, Humanities, Education, and Religious Studies