System dynamics model for service quality improvement: a case study of Surakarta tourism, Indonesia

Santi Novani, Lidia Mayangsari, Nurtami Prihadi and Yudi Azis

International Journal of Business and Systems Research, 2019, vol. 13, issue 4, 468-493

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.

Keywords: Surakarta; customer value co-creation; system dynamics; service quality; Indonesia. (search for similar items in EconPapers)
Date: 2019
References: Add references at CitEc
Citations:

Downloads: (external link)
http://www.inderscience.com/link.php?id=102527 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:ids:ijbsre:v:13:y:2019:i:4:p:468-493

Access Statistics for this article

More articles in International Journal of Business and Systems Research from Inderscience Enterprises Ltd
Bibliographic data for series maintained by Sarah Parker ().