Comparing Internal and External Customer Expectations on the Employability Skills of Tourism Polytechnic Graduates in Indonesia

Wisanggeni Agus Priyanto (), Sulastri Sulastri and Muchsin Saggaf Shihab
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Wisanggeni Agus Priyanto: Universitas Sriwijaya, Management Science, Economy Faculty
Sulastri Sulastri: Universitas Sriwijaya, Management Science, Economy Faculty
Muchsin Saggaf Shihab: Universitas Sriwijaya, Management Science, Economy Faculty

A chapter in Proceedings of the 8th International Conference on Business, Economics, Social Sciences, and Humanities - Economics, Business and Management Track (ICOBEST-EBM 2025), 2025, pp 196-202 from Springer

Abstract: Abstract This research compares the expectations of internal customers (students) and external customers (employers) regarding the employability skills of Tourism Polytechnic graduates in Indonesia. Using a quantitative survey method, the study identifies significant gaps between expected and perceived competencies, particularly in soft skills and practical readiness. Students show moderate satisfaction, while employers express a greater need for job-ready graduates. The conclusion highlights a need for curriculum improvement and stronger industry collaboration. The research contributes to vocational education reform by recommending targeted strategies such as industry-integrated training, soft skills development, and curriculum alignment. These findings can enhance graduates’ job readiness, improve stakeholder satisfaction, and support Indonesia’s tourism sector by producing a more competent and competitive workforce.

Keywords: Customer Expectation; External Customer; Internal Customer; Tourism (search for similar items in EconPapers)
Date: 2025
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Persistent link: https://EconPapers.repec.org/RePEc:spr:advbcp:978-94-6463-795-3_17

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DOI: 10.2991/978-94-6463-795-3_17

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