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Abstract
Penelitian ini bertujuan untuk menguji pengaruh standar operasional prosedur (SOP) dan Safety Management terhadap kualitas pelayanan. Metode pengambilan sampel dalam penelitian ini menggunakan metode purposive sampling, yaitu mengambil sampel berdasarkan kriteria. Penelitian ini berkonsentrasi pada satu industri pariwisata di Sleman, Daerah Istimewa Yogyakarta yaitu Wisata Jeep Lava Tour Merapi. Penelitian ini menggunakan teknik analisis regresi berganda melalui alat bantu software IBM SPSS Statistics 25. Hasil penelitian membuktikan bahwa standar operasional prosedur (SOP) yang terdiri dari SOP pelayanan parkir, SOP pusat pelayanan dan administrasi, SOP trip “tour guiding” dan safety management yang terdiri dari safety communication, safety leadership, safety commitment berpengaruh positif dan signifikan terhadap kualitas pelayanan.
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Copyright (c) 2023 Sabda Elvan Afhami, Al Hasin
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
References
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- Hair, J. et al. (2010) Multivariate Data Analysis. 7 ed. New York: Pearson Education Limited.
- Hermawan, B. dan Sabila, N.F. (2022) “Analisis Penerapan Safety Management System di Gembira Loka Zoo,” Media Wisata, 20(1), hal. 124–135. Tersedia pada: https://doi.org/10.36276/mws.v20i1.338.
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- Prami, A.A.I.N.D., Widiasturi, N.P. dan Ariestawa, I.K.A. (2021) “Pengaruh Standar Operasional Prosedur Terhadap Kualitas Pelayanan Room Attendant Pada Alam Boutique Resort Umalas Seminyak,” Journal of Applied Management Studies, 2(2), hal. 107–120. Tersedia pada: https://doi.org/10.51713/jamms.v2i2.37.
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- Savignac, A.R. (1994) WTO News. Geneva.
- Sekaran, U. dan Bougie, R. (2017) Metode Penelitian Bisnis. 6 ed. Jakarta: Salemba Empat.
- Sinclair, R.R., Martin, J.E. dan Sears, L.E. (2010) “Labor unions and safety climate: Perceived union safety values and retail employee safety outcomes,” Accident Analysis & Prevention, 42(5), hal. 1477–1487. Tersedia pada: https://doi.org/https://doi.org/10.1016/j.aap.2009.11.003.
- Tambunan, R.M. (2013) Pedoman Penyusunan Standard Operating Procedures (SOP). 2 ed. Jakarta: Maiestas Publishing.
- Tuck, M.K. et al. (2009) “Standard Operating Procedures for Serum and Plasma Collection: Early Detection Research Network Consensus Statement Standard Operating Procedure Integration Working Group,” Journal of Proteome Research, 8(1), hal. 113–117. Tersedia pada: https://doi.org/10.1021/pr800545q.
- Wang, J., Prasad, R.V. dan Niemegeers, I.G.M.M. (2010) “In House High Definition Multimedia : An Overview on Quality-of- Service Requirements,” International Journal of Research and Reviews in Computer Science (IJRRCS), 1(1), hal. 19–23. Tersedia pada: https://homepage.tudelft.nl/w5p50/pdffiles/In House High Definition - Overview on QoS.pdf.
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References
Bitner, M.J. dan Hubbert, A.R. (1994) “Encounter Satisfaction versus Overall Satisfaction versus Quality: The Customer’s Voice,” in Service Quality: New Directions in Theory and Practice. Thousand Oaks: SAGE Publications, Inc., hal. 72–94. Tersedia pada: https://doi.org/10.4135/9781452229102.
DPR RI dan Presiden RI (2009) Undang-undang Republik Indonesia Nomor 10. Tahun 2009 Tentang Kepariwisataan, JDIH BPK RI Database Peraturan. Indonesia: JDIH BPK RI Database Peraturan. Tersedia pada: http://downloads.esri.com/archydro/archydro/Doc/Overview of Arc Hydro terrain preprocessing workflows.pdf%0Ahttps://doi.org/10.1016/j.jhydrol.2017.11.003%0Ahttp://sites.tufts.edu/gis/files/2013/11/Watershed-and-Drainage-Delineation-by-Pour-Point.pdf%0Awww.
Goerlandt, F., Li, J. dan Reniers, G. (2022) “The landscape of safety management systems research: A scientometric analysis,” Journal of Safety Science and Resilience, 3(3), hal. 189–208. Tersedia pada: https://doi.org/https://doi.org/10.1016/j.jnlssr.2022.02.003.
Hair, J. et al. (2010) Multivariate Data Analysis. 7 ed. New York: Pearson Education Limited.
Hermawan, B. dan Sabila, N.F. (2022) “Analisis Penerapan Safety Management System di Gembira Loka Zoo,” Media Wisata, 20(1), hal. 124–135. Tersedia pada: https://doi.org/10.36276/mws.v20i1.338.
Hernández, I.R. et al. (2023) “Pilot study to validate a standard operating procedure for providing health education to diabetic patients,” Journal of Taibah University Medical Sciences, 18(3), hal. 470–479. Tersedia pada: https://doi.org/https://doi.org/10.1016/j.jtumed.2022.10.013.
Laksmi, Gani, F. dan Budiantoro (2016) Manajemen Perkantoran Modern. Jakarta: PT RajaGrafindo Persada.
Lin, Y. et al. (2016) “Investigation and analysis of clinical trial research nurse to perform standard operating procedures,” Chinese Nursing Research, 3(2), hal. 77–79. Tersedia pada: https://doi.org/https://doi.org/10.1016/j.cnre.2015.12.005.
Mansfeld, Y. dan Pizam, A. (2006) Tourism, Security and Safety: From Theory to Practice. 1 ed. Oxford: Elsevier Inc.
Merrick, J.R.W. et al. (2005) “Understanding Organizational Safety Using Value-Focused Thinking,” Risk Analysis, 25(4), hal. 1029–1041. Tersedia pada: https://doi.org/https://doi.org/10.1111/j.1539-6924.2005.00654.x.
Nenonen, S. dan Vasara, J. (2013) “Safety Management in Multiemployer Worksites in the Manufacturing Industry: Opinions on Co-Operation and Problems Encountered,” International Journal of Occupational Safety and Ergonomics, 19(2), hal. 168–183. Tersedia pada: https://doi.org/10.1080/10803548.2013.11076976.
Newnam, S., Griffin, M.A. dan Mason, C. (2008) “Safety in work vehicles: A multilevel study linking safety values and individual predictors to work-related driving crashes.,” Journal of Applied Psychology, 93(3), hal. 632–644. Tersedia pada: https://doi.org/10.1037/0021-9010.93.3.632.
Pizam, A. dan Ellis, T. (1999) “Customer satisfaction and its measurement in hospitality enterprises,” International Journal of Contemporary Hospitality Management, 11(7), hal. 326–339. Tersedia pada: https://doi.org/10.1108/09596119910293231.
Prami, A.A.I.N.D., Widiasturi, N.P. dan Ariestawa, I.K.A. (2021) “Pengaruh Standar Operasional Prosedur Terhadap Kualitas Pelayanan Room Attendant Pada Alam Boutique Resort Umalas Seminyak,” Journal of Applied Management Studies, 2(2), hal. 107–120. Tersedia pada: https://doi.org/10.51713/jamms.v2i2.37.
Putri, F.A., Suroto dan Wahyuni, I. (2017) “Hubungan antara pengetahuan, praktik penerapan SOP, praktik penggunaan APD dan komitmen pekerja dengan risiko kecelakaan kerja di PT X Tangerang,” Jurnal Kesehatan Masyarakat, 5(3), hal. 269–277. Tersedia pada: https://ejournal3.undip.ac.id/index.php/jkm/article/view/17233.
Rust, R.T. dan Oliver, R.L. (1994) Service Quality: New Directions in Theory and Practice. Thousand Oaks: SAGE Publications, Inc. Tersedia pada: https://doi.org/10.4135/9781452229102.
Sailendra, A. (2020) Langkah-langkah Praktis Membuat SOP (Standard Operating Procedures). Yogyakarta: Trans Idea Publishing.
Savignac, A.R. (1994) WTO News. Geneva.
Sekaran, U. dan Bougie, R. (2017) Metode Penelitian Bisnis. 6 ed. Jakarta: Salemba Empat.
Sinclair, R.R., Martin, J.E. dan Sears, L.E. (2010) “Labor unions and safety climate: Perceived union safety values and retail employee safety outcomes,” Accident Analysis & Prevention, 42(5), hal. 1477–1487. Tersedia pada: https://doi.org/https://doi.org/10.1016/j.aap.2009.11.003.
Tambunan, R.M. (2013) Pedoman Penyusunan Standard Operating Procedures (SOP). 2 ed. Jakarta: Maiestas Publishing.
Tuck, M.K. et al. (2009) “Standard Operating Procedures for Serum and Plasma Collection: Early Detection Research Network Consensus Statement Standard Operating Procedure Integration Working Group,” Journal of Proteome Research, 8(1), hal. 113–117. Tersedia pada: https://doi.org/10.1021/pr800545q.
Wang, J., Prasad, R.V. dan Niemegeers, I.G.M.M. (2010) “In House High Definition Multimedia : An Overview on Quality-of- Service Requirements,” International Journal of Research and Reviews in Computer Science (IJRRCS), 1(1), hal. 19–23. Tersedia pada: https://homepage.tudelft.nl/w5p50/pdffiles/In House High Definition - Overview on QoS.pdf.
World Travel & Tourism Council (2021) Economic Impact Reports, World Travel & Tourism Council. Tersedia pada: https://wttc.org/Research/Economic-Impact (Diakses: 5 April 2023).