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Submitted
4 April 2023
Accepted
7 April 2023
Published
7 April 2023
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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.

Keywords

standard operating procedure (SOP) safety management kualitas layanan

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Copyright (c) 2023 Sabda Elvan Afhami, Al Hasin

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Afhami, S. E., & Hasin, A. (2023). Pengaruh Standard Operating Procedure dan Safety Management terhadap Kualitas Layanan pada Wisata Jeep Lava Tour Merapi di Sleman. Selekta Manajemen: Jurnal Mahasiswa Bisnis & Manajemen, 2(1), 268–281. Retrieved from https://journal.uii.ac.id/selma/article/view/28115
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