From Paradise to Excellence: Enhancing Tourist Service Quality Through Community-Based Mentoring in Lombok's Tourism Destinations
Keywords:
tourist service quality, mentoring program, Lombok tourism, community-based tourism, hospitality trainingAbstract
This study examines the implementation and outcomes of a comprehensive mentoring program designed to enhance tourist service quality in Lombok's community-based tourism destinations. Despite Lombok's natural beauty and cultural richness positioning it as a premier tourist destination in Indonesia, service quality inconsistencies have limited its competitiveness in the global tourism market. Through participatory action research conducted over ten months across four major tourism areas—Senggigi, Kuta, Gili Islands, and Sembalun—this study engaged 68 tourism service providers including accommodation operators, tour guides, restaurant staff, and local artisans in structured mentoring interventions. Data collection integrated training workshops, on-site coaching, mystery guest evaluations, tourist satisfaction surveys, and in-depth interviews with stakeholders. Findings reveal significant improvements in three critical dimensions: professionalization of service delivery through enhanced communication skills, cultural sensitivity, and problem-solving capabilities; integration of local cultural values with international service standards to create authentic yet professional tourist experiences; and development of collaborative networks among service providers fostering knowledge sharing and collective quality improvement. The study demonstrates that culturally grounded, community-based mentoring approaches can effectively bridge the gap between traditional hospitality practices and contemporary tourism service expectations.
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Copyright (c) 2023 I Ketut Ariana Putra, Ni Made Kusuma Dewi, Muhammad Fajar Ramadhan, Siti Aisyah Rahmawati (Author)
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