Quality of Urban Tourism Area Services Based on Corporate Social Responsibility (CSR) for Travelers with Special Needs of Indonesia

Study in the CSR Tourism Area of the Colorful Villages of Jodipan Malang City

Abstract

The aim of the research is to identify the service quality in urban tourism with Corporate Social Responsibility for tourist with specific needs. Research was done in Malang City using descriptive qualitative research approach. Focus of the research includes SERVQUAL dimension, supporting factors and limitation factors and description of strategy to increase service quality. Data collection as done through observation, interviews, and document reviews. Result of the research shows that service quality for tourist with disability has been in good quality, by preparing for guidance and socialization related to sapta pesona, strengthening the area by forming tourism conscious groups, public awareness to maintain cleanliness, and be polite in the face of tourists. But there are still basic improvement. It can be reached through the preparation of human resources with competency, socialization to enhance the city tour destination, works professionalism and hospitality to the disable tourist. There are, however, limitation in facilities and accebility for tourist with specific needs, limited of data collection of tourist with specific needs, and some limitation faced by tourist with specific needs when they joint tourist program.