The Service Quality of Taxi in Supporting Tourism Industry (Case Study in Bandung)

DOI

10.2991/atf-16.2016.80How to use a DOI?

Keywords

service quality of taxi, tourism industry, Bandung

Abstract

Transportation and tourism are the two things that cannot be separated particularly in a big city like Bandung. In the tourism sector, transportation plays an important function that involves the movement of people from their place of residence to a tourist place. Taxi as one of the public transport facilities with its own characteristics has a high market share, especially in large cities including Bandung. In reality, the taxi service is not optimal yet perceived by users and implies that the minimum standard service has not implemented completely. Thus, the purpose of the study is to analyze the quality of taxi services in Bandung which consider has an important part in the tourism industry. The research was conducted in July to September 2014, with respondents include official taxi company in the city of Bandung, taxi drivers, and taxi transport service users. The method used in this study is descriptive quantitative. Meanwhile, the technique of data collection is literature study, questionnaires, observations, and interviews. Based on the result of observations and analysis, the data shows that not all taxi companies implement the minimum standard service which has been determined by the Department of Transportation which consists of six aspects: security, safety, convenience, affordability, equality, regularity. Those six aspects are already included in Sapta Pesona of tourism namely: security, orderliness, cleanliness, coolness, beauty, hospitality, and memories. According to the judgment of the taxi users in Bandung, they feel satisfied (45.2%) with the services provided by the taxi operator. Moreover, 41.2% of respondents rate the taxi service is in the category of moderate. The results of the study recommend several things include: disseminating the taxi minimum standard service to the taxi companies periodically, regulating non-authorized public service, and conducting periodic training or coaching to the drivers either held by the company or related agencies to create the driver as a tourism promoter.

Copyright

© 2016, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Khoirul Fajri
AU  - Titing Kartika
PY  - 2016/05
DA  - 2016/05
TI  - The Service Quality of Taxi in Supporting Tourism Industry (Case Study in Bandung)
BT  - Proceedings of the Asia Tourism Forum 2016 - the 12th Biennial Conference of Hospitality and Tourism Industry in Asia
PB  - Atlantis Press
SP  - 518
EP  - 522
SN  - 2352-5428
UR  - https://doi.org/10.2991/atf-16.2016.80
DO  - 10.2991/atf-16.2016.80
ID  - Fajri2016/05
ER  -