the role of the tourist information center (tic) of

DIKTI ACCREDITED SK NO. 30/E/KPT/2018 ISSN: 1693-5241 667

The role of the Tourist Information Center (TIC) of Soekarno Hatta Airport in

667

JAM18, 4Received, June ‘20Revised, June ‘20

September ‘20Accepted, October ‘20

Journal of AppliedManagement (JAM)Volume 18 Number 4,December 2020Indexed in Google Scholar

Corresponding Author:Agung Setiawan, Faculty ofEconomic Management,Institut Pertanian Bogor, DOI:http://dx.doi.org/10.21776/ub.jam.2020.018.04.06

THE ROLE OF THE TOURIST INFORMATIONCENTER (TIC) OF SOEKARNO HATTA AIRPORT INTHE CHOICE OF TOURIST DESTINATIONS BASEDON TOURIST CHARACTERISTICS AND SERVICES

Agung SetiawanFaculty of Economic Management, Institut Pertanian Bogor

Jono M. MunandarMa’mun Sarma

Department of Management, Institut Pertanian Bogor

Abstract: Tourist destination information is an important element in tourism promotion andmarketing. The need for tourism facilities that can respond to problems related to theavailability of tourism information and at the same time play a role in tourism promotion andmarketing activities of a tourist destination requires the presence of a Tourism InformationCenter/TIC. Tourist Information Center (TIC) activities are service activities with the corebeing the delivery of tourist information. This research is exploring the three previousresearch conducted by Brady Cronin (2001), Gronroos (2000), and King (1987), which aimsto investigate the optimization of TIC services. Sampling in this study was 175 respon-dents. Data processing uses SPSS and Structural Equation Modeling (SEM) AMOS 24.Service users were predominantly male, with an age range of 26-35 years, and the majorityof undergraduate education, occupational status was dominated by private employees.While natural wonders become the main choice of tourists and the length of stay between8-14 days. The main purpose of tourists visiting the TIC to get tourism information andtransportation information. Whereas the tourist objects most favored by tourists are natu-ral wonders and adventure wonders. Furthermore, the results of TIC service analysis showthat physical environment quality, interaction quality, outcome quality affect service usersatisfaction, while E-Technology quality does not affect service user satisfaction.

Keyword: e-technology, interaction quality, outcome quality, physical environment qual-ity, SEM

Cite this article as: Setiawan, A., J. M. Munandar, and M. Sarma. 2020. The role of theTourist Information Center (TIC) of Soekarno Hatta Airport in the choice of Tourist Destina-tions based on Tourist Characteristics and Services. Jurnal Aplikasi Manajemen, Volume 18,Number 4, Pages 667–681. Malang: Universitas Brawijaya. http://dx.doi.org/10.21776/ub.jam.2020.018.04.06

In understanding tourismdestination marketing, thefirst thing that must be un-derstood is meant by tourismmarketing as part of general

marketing. Tourism marketing is a system and co-ordination implemented as a policy for companiesengaged in tourism, both private and government, inthe scope of local, regional, national, and interna-tional to be able to achieve tourist satisfaction by

668 JOURNAL OF APPLIED MANAGEMENT VOLUME 18 NUMBER 4 DECEMBER 2020

Agung Setiawan, Jono M. Munandar, Ma’mun Sarma

obtaining tourist satisfaction reasonable profit.(Yoeti, 1996). So, tourism marketing will essentiallybe oriented to the efforts made to attract more tour-ists to come, stay longer, and spend more money ina tourist destination. The series of activities wasconcluded by several economists as tourism mar-keting and tourism marketing is more specificallyoriented to services to tourists.

According to Lovelock and Wirtz (2011), Ser-vices are activities offered in establishing relation-ships/interactions from one party to another.Whereas according to Kotler and Keller (2009) ser-vice is any action or activity that can be offered byone party to another party which is intangible anddoes not result in any ownership. Parasuraman(2001), stated that the concept of service quality isa complex understanding of the concept of quality(quality surprise), the concept of satisfaction (satis-factory quality), or the concept of not quality (unac-ceptable quality). Khasif and Erdogan (2009), theresult showed that there are three main dimensionsin the provision of services. The three main dimen-sions consist of interaction quality, physical environ-ment quality, and outcome quality which have a posi-tive and significant impact on satisfaction.

The need for tourism facilities that can respondto problems related to the availability of tourism in-formation and at the same time play a role in tour-ism promotion and marketing activities of a touristdestination requires the presence of a Tourism In-formation Center / TIC. Tourism Information Cen-ter / TIC as a tourism-oriented information centerprovides detailed information on a destination. Theexistence of TIC becomes important for a touristdestination because TIC serves as a medium forexchanging information between guests (tourists)with hosts (resource persons/hosts) and betweentourists, TIC presents comparative data betweentourist destinations to see the extent of positioningof the tourist destination at the level local and re-gional, as well as TIC, serves as a means of publicrelations to introduce a tourist destination in an areawith complete and comprehensive information sothat a complete understanding of a destination oc-curs. It is hoped that the presence of this TIC cancontribute more to the accelerated development of

the tourism sector formulated by the current gov-ernment.

Currently, several countries are developingSmart tourism in the development of tourism. Smarttourism is defined briefly as an integrated ICT tour-ism platform. The platform integrates the role ofinformation technology in providing efficient infor-mation and services for tourists. Smart tourism in-cludes several destinations, first creating a databaserelated to tourism resources, supported by the de-velopment of the Internet of Things and Cloud Com-puting which focuses on improving tourism throughidentification and monitoring. Second, advancingtourist destination areas with tourism industry inno-vation for tourism promotion, enhancing tourismservices, and tourism management. Third, expandthe scale of the tourism industry with a real-timeinformation platform, integrating tourism serviceproviders and the role of local communities. TIC isexpected to take part in the implementation of smarttourism.

In terms of its management, the tourist infor-mation service facilities of the TIC of SoekarnoHatta Airport have been professionally and mod-ernly managed in accordance with the concept ofISO 14785. The location of the TIC is at the en-trance of the Domestic and International terminalthree, Soekarno Hatta Airport. During this time thenumber of tourists visiting TIC has increased sig-nificantly from 2017 to 19,968 tourists to 41,832 tour-ists in 2018. The number of visits in 2017 and 2018is shown in Figure 1.

Based on the background description of theproblem and the research questions above, the re-search objectives are to identify and analyze thecharacteristics of service users at the Soekarno-Hatta Airport Tourist Information Center (TIC)Jakarta. Analyzing the influence of the quality ofthe physical environment on the level of servicesatisfaction at the Tourist Information Center (TIC)of Jakarta’s Soekarno Hatta Airport. Analyzing theeffect of interaction quality on the level of servicesatisfaction at the Tourist Information Center (TIC)of Jakarta’s Soekarno Hatta Airport. Analyzing theeffect of yield quality on the level of service satis-faction at the Tourist Information Center (TIC) of



Jakarta’s Soekarno Hatta Airport. Analyzing theeffect of E-Technology service quality on the levelof service satisfaction at the Tourist InformationCenter (TIC) of Jakarta’s Soekarno Hatta Airport.The results of this study can provide benefits inmaking policies related to improving informationservices at TIC and can be used as a reference toimprove services and improve the TIC bargainingposition of Soekarno Hatta Airport. The results ofthis study can provide benefits to do benchmarkingwith other TICs so that it will provide added valueand improvement in the future.

METHODThis study examines and explores the special

topic of the Role of The Tourist Information Center(TIC) Soekarno Hatta Airport on the choice of tour-ist destinations based on tourist characteristics andservices. The sampling method uses accidental sam-pling, namely by giving a questionnaire in the formof a questionnaire to each tourist who visits the TICInternational and Domestic booths of SoekarnoHatta Airport during the period December 2019-January 2020.

According to the UNWTO (2015), tourism is asocial, cultural, and economic phenomenon whichentails the movement of people To countries orplaces outside their usual environment for Personal

or business/professional purposes. Given the Infor-mation-intensity of tourism and the resulting highdependence On information and communicationtechnologies (ICTs) (Law et al. 2014; Koo et al.2015; Werthner and Klein 1999; Benckendorff etal. 2014), it is not surprising to see the concept of“smart” being applied to phenomena that encom-pass tourism. The term smart tourism was firstmentioned at a meeting of the United Nations WorldTourism Organization (UNWTO) in 2009. Besides,the concept of smart tourism was also put forwardby The Organization for Smart Tourism in the UnitedKingdom in 2011 (Li et al., 2016). Some developedAsian countries such as South Korea, China, andTaiwan are very enthusiastic to implement smarttourism to increase the selling value of the tourismindustry (Gretzel et al., 2015; Wang et al., 2013).TIC is present by providing special facilities for tour-ist information about the local area, tourist attrac-tions, festivals, and services (Mill, 2000).

According to Hair et al. (2010), the number ofsamples is at least 5 times the number of indicators.Hair et al. (2010), also suggested that suitable samplesizes ranged from 100-200 respondents. In this study,the number of variables studied was 35, so the num-ber of samples taken was 175 respondents.

The analytical method of this research uses twomodels of analytical approach namely: descriptive

Figure 1 Number of tourist visits at Domestic and International TIC booths



analysis, Factor Analysis and Crosstab Analysis withChi-Square Test, and AMOS 24 Structural Equa-tion Modeling (SEM) analysis. Analysis using SEMAMOS 24 was carried out in three stages, namely,Outer Model Analysis, Inner Model Analysis, andHypothesis Testing. According to Ghozali (2017),SEM AMOS aims to test predictive relationshipsby looking at whether there is a relationship or in-fluence between these constructs. The researchmodel is shown in Figure 2.

Validity testA validity test is used to measure the validity or

validity of a questionnaire. According to Ghozali(2017), the questionnaire is said to be valid if thequestions on the questionnaire can reveal somethingthat will be measured by the questionnaire. All ques-tions generally support a certain group of variablesand a validity test is performed on each questionitem. Validity testing is done using the help of IBMSPSS Statistics for Windows Version 23 softwarewith the technique used Product Moment Pearsonwith the formula:

Information:r = Validity coefficient sought (r count),n = Number of respondents,x = Score variable (respondent’s answer),y = Total score of the variable for nth respondent

Reliability TestAccording to Ghozali (2017), the reliability test

is a tool to measure a questionnaire which is an in-dicator of a variable. A questionnaire is said to bereliable if someone’s answer to the question is con-sistent or stable from time to time. In this study, thedata reliability test is by using the method of internalconsistency reliability which uses the Cronbach Al-pha test to identify how well the items in the ques-tionnaire relate to one another.

A constructor variable is declared reliable if itgives a Cronbach Alpha value > 0.70 (Ghozali,2017). The Cronbach Alpha formula used is as fol-lows:

Figure 2 Research Model Factors affecting service

tb

kkr 2

2

11 1)1(



Information:r11 = alpha reliability coefficient,k = number of question items,b2 = number of item variantst2s = total variance.

Furthermore, hypothesis testing SEM is doneby looking at the probability value and the T statisticwith the hypothesis acceptance criteria is T statis-tic > T table. Based on this framework, the researchhypothesis is formulated as follows:H1: Physical environment quality influences the

satisfaction of service users (tourists) visitingthe Tourist Information Center (TIC) ofSoekarno Hatta Airport in Jakarta;

H2: Interaction quality affects the satisfaction ofservice users (tourists) visiting the Tourist In-

formation Center (TIC) of Soekarno Hatta Air-port in Jakarta;

H3: Outcome quality affects the satisfaction of ser-vice users (tourists) visiting the Tourist Infor-mation Center (TIC) of Soekarno Hatta Air-port in Jakarta;

H4: E-Technology quality affects the satisfaction ofservice users (tourists) visiting the Tourist In-formation Center (TIC) of Soekarno Hatta Air-port in Jakarta;

RESULTSTIC Indonesia has an important role in provid-

ing tourism information. The role consists of sensa-tion seducing, confirmation convincing, attractionassisting, and navigation.

Figure 3 The role of the Indonesian Tourist Information Center (TIC)

To optimize the quality of its services, the Indo-nesian Tourist Information Center (TIC) must beable to maintain and improve the quality of its ser-vices to tourists. So that the Indonesian Tourist In-formation Center (TIC) can produce a good repu-tation in providing Indonesian tourism informationservices. In the marketing mix.

Characteristics of RespondentsThe tourist group is dominated by men and

comes from the millennial group. When viewed fromthe percentage of visits, this millennial generationalmost reached 70.29% of all respondents who

came. The level of tourist arrivals to TIC Indonesiais dominated by foreign tourists with a visitor rateof 60.57 percent and total local tourist arrivals reach-ing 39.43 percent. Some 60.57 percent of foreigntourist arrivals were dominated by Asian tourists,reaching 24.57 and Europe reaching 25.71 percent.Asian tourists generally come from China, Arabia,and Southeast Asian countries. While European tour-ists are generally dominated by tourists from Brit-ain and Germany.

The education level of the respondents indicatedthat the greatest percentage was found at theBachelor’s level of education, reaching 79.43 per-



cent and post-graduate reaching 15.43 percent whocame from various work backgrounds. The type ofwork of private employees occupies the highestnumber, with a value of 56.57 percent. Data on thefrequency of foreign tourist visits to Indonesia showsthat 55.66 percent only visited for the first time, 28.30percent had visited 2-3 times, and 16.04 percent hadvisited more than 3 times. Furthermore, the fre-quency of tourist visits to the TIC booth shows thenumber of 90.86 percent for the first time visitingTIC. This shows the tendency that TIC will alwaysreceive more new tourist arrivals.

Tourists visiting accompanied by who becomesan interesting discussion. Traveling with family andfriends is the top choice for tourists, with the num-ber reaching 73.14 percent of all respondents. Thisgroup of tourists usually comes in groups with theirhusbands, wives, and children or extended families.Tourists visit the TIC booth with a variety of pur-poses to get information. Based on research find-ings, it shows that transportation information is mostneeded (53.14 percent) and subsequently Tourisminformation is 52.57 percent. The results of dataprocessing on tourism which is most favored by tour-ists show that Natural Wonders reaches the highestscore of 82.86 percent. Natural Wonders’s experi-ence describes natural attractions such as marineand marine, mountains, and green areas. Identicalto the favorite tour, the tour to be visited is domi-nated by Natural Wonders with a value of 38.60percent.

Regarding the length of tourist visits data ob-tained that 36 percent of respondents on averagevisited for 7-14 days, while 34.86 percent of tour-ists visited for 7 days. TIC Indonesia is also veryinstrumental in convincing these tourists so that theywill stay even longer.

The Relationship Between The Significance ofRespondent Characteristic Variables

Several variables of respondent characteristicshave been tested for significance using SPSS pro-gram crosstab analysis to see the relationship be-tween variables. Research to determine whetherthere is a relationship between variable 1 and vari-able 2. H1: there is a relationship between variable

1 and variable 2. Ho: there is no relationship be-tween variable 1 and variable 2. Decision 0.05Asymp. Sig. (2-sided) then H1 is accepted and Hois rejected. If 0.05 Asymp. Sig. (2-sided) then Hois accepted and H1 is rejected. From severalcrosstab tests that have been carried out, severalvariables have a significant relationship.

Age Group and Education Level (AsymptoticSignificance (2 sides) 0,003)

The calculation results show that the age rangeof 15-25 years is estimated by the level of under-graduate education, as well as for the age range of26-35 years, 36-45 years, 46-55 years, and 56-65years. While in the age range of 66 years and overis dominated by the level of post-graduate educa-tion. In general, the level of education can be deter-mined. The higher the age, the data obtained thatdecreased the level of Bachelor’s education andincrease in the level of Post-graduate education. Thehigher a person’s education, the more important theirinformation needs are for tourism information.

Age Group and Occupational Status (Asymp-totic Significance (2 sides) Totaling 0,000)

The results of this study prove that this studyhas a relationship with the employment status cho-sen by respondents. Overall dominance of employ-ment status as a private employee occupies the high-est position of 56.6%, in the age range of 26-35years and 36-45 years the percentage reaches avalue above 66 percent. Furthermore, the secondrank of employment status was obtained in the pro-fession as an entrepreneur, reaching 15.4%. Entre-preneurial work is mostly done in the age range of56-65 years.

Age Group and Country of Origin (AsymptoticSignificance (2 sides) of 0.034)

The results of this study indicate that this studyshows a significant relationship with the country oforigin of tourists. Country of origin of tourists ingeneral by local, European and American tourists.When compared between the ages ranges the re-sults are obtained in the following: In the age range



of 15-25 years local and European tourists, in theage range of 26-35 years. While in the age range of36-45 years old Asian tourists, the age range of 46-55 years old local, Asian, and American tourists.The age range of 56-66 years mostly comes fromEurope, most recently the age range of 66 yearsand over by local and European tourists. Overseastourists found from Europe found in the age range15-25 years and ages 56 years and over. Success inAsia from the age of 26-46 years.

Country of Origin and Travel Partner (Asymp-totic Significance (2 sided) of 0.005).

There is a significant relationship between coun-try of origin and partners in traveling. For local tour-ists, more trips with family. As for Asian, European,African, and Australian tourists, they travel withfriends. American tourists tend to travel indepen-dently. Overall the tendency of tourists to visit In-donesia with family and friends (reaching 71.1%).Thus the TIC gets input on typical tourists by coun-try and strategic steps to offer information.

Country of Origin and Info On TIC (Asymp-totic Significance (2 sided) of 0.018)

There is a significant relationship between coun-try of origin and information needed by tourists. Ingeneral, almost 80% of respondents chose tourismand transportation as the main choice of informa-tion needed at TIC. Local tourists tend to focus ontourism information needs, while Asian and Africantourists tend to need tourism and transportation in-formation, European and American tourists tend toprefer information about transportation only. Themain choice of tourism and transportation informa-tion is the choice of tourists that must be provided infull by TIC. Info on tourism and transportation totourist attractions become info that must always beupdated and detailed.

The Origin of The Country and Tourism isFavored as a Tourist Destination (AsymptoticSignificance (2 sided) of 0.003)

There is a significant relationship between coun-try of origin and favored tourism. Local, American,and Australian tourists choose natural tourism as

their choice. Meanwhile, Asian, European, and Af-rican tourists tend to choose adventure and naturaltourism information. Therefore TIC must preparethis complete Adventure and natural informationalong with the offer of supporting information bothin the form of event activities and supporting touristdestination information around the main tourismdestinations. All tourists who come to Indonesia tendto choose these two objects because now Indone-sia has an advantage when compared to other coun-tries in the world.

Country of Origin and Duration of Visits (As-ymptotic Significance (2 sided) of 0,000)

There is a significant relationship between coun-try of origin and length of visit. Local, African, andAustralian tourists visit between 4-7 days, Asian,European, and American tourists mostly in the rangeof 8-14 days. They need a special strategy to at-tract tourists from various countries so they cantravel longer. Efforts to increase the length of thesetourist visits are also a special concern of the Min-istry of Tourism by offering various activities andfacilities that make tourists comfortable with theobjects they visit.

Employment Status and Length of Visit (As-ymptotic Significance (2 sided) of 0.010)

There is a significant relationship between workstatus and length of visit. The majority of studentsvisit 8-14 days, civil servants / BUMN for 7 days,entrepreneurs for 8-14 days, pensioners over 8 days,private employees 4-7 days, housewives 4-7 days,others 8-14 days. Based on data on the character-istics of tourists the number of visitors is dominatedby private employees. This segment should be apriority segment to be given special promotions ac-cording to their characteristics so that the visit islonger. Because the longer the duration of the visitwill increase the overall tourism sector income.

Structural Equation Modeling (SEM) AnalysisThe structural equation engineering model used

in this study uses the Maximum Likelihood (ML)estimation method, this method is an estimationmethod that is often used for data analysis using



covariance-based structural equation modeling(SEM) AMOS 24.0.

Model EstimationThe first step in analyzing SEM is by describ-

ing the initial model estimation through a path dia-gram of causality relationships between constructsand their indicators. The constructs studied werevariables of physical service quality, interaction qual-ity, service quality, and E-Technology service qual-ity. As the initial research model that has been pre-pared.

Analysis of The Relationship of Indicators WithLatent Variables

The validity level of the indicator’s relationshipwith its latent variable is based on factor loadingresulting from data processing from StandardizedRegression Weights. To test the validity of each in-dicator, the value of indicator loadings must reachvalues above 0.70 (Ghozali, 2017). Based oncalculation data, it was shown that 3 indicators havevalues below 0.7. The results of the evaluation ofthe goodness of fit model that illustrates the suit-ability of the overall model (overall model fit), ob-

tained the value of chi-square, significance prob-ability, GFI, AGFI, CFI, TLI, and CMIN / DF arestill less than the set critical value standards. Thusoverall the model used based on the validity test isstill possible to be improved, so that the next step isto do the re-verification to obtain a better model.

Model SpecificationTo get an estimate and a good overall model fit,

a research model needs to be performed. The firststep that must be done is to do a valid test to see thefactor loading based on the second StandardizedRegression Weights table. In testing the validity ofthe second indicator the results are obtained thatthe indicator loadings of all indicators already havevalues above 0.70 so that the indicator loadingsare declared valid. All indicators have a valid rela-tionship with the variable. Therefore, the secondoverall indicator model will reflect more valid re-sults.

Furthermore, to complete the process of re-specification, a reliability test is performed in thiscase composite reliability (CR), convergent validity/ average variance extracted (AVE), and discrimi-nant. The calculation results for the three compo-nents are shown in Table 1.

Variable CR AVE Discriminant

Quality of Physical Environment 0,960 0,777 0,881Quality of Interaction 0,944 0,678 0,823Quality of Results 0,963 0,763 0,873Quality of E-Technology Services 0,952 0,834 0,913Service User Satisfaction 0,911 0,772 0,879

Table 1 Results of Calculation of CR, AVE, and Discriminant Values

Overall Model Match AnalysisThe overall model compatibility test is per-

formed to see how well the resulting model describesthe actual conditions. Data processing is done byusing the Maximum Likelihood method. Based onthe results of the model fit test after re-verification

in Figure 3, it shows that the model has fulfilled eightcritical values, only the AGFI value is close to theMarginal Fit value. Thus, overall the model is ac-ceptable and significant. The following are the re-sults of GOF models that have been tested overallmodel fit as shown in Table 2.



Coefficient of Determination (R-Square Value)Analysis of the influence of determinants in

SEM AMOS analysis is used to determine the con-tribution of exogenous variables to endogenous vari-ables based on the adjusted R square value. Thecoefficient of determination (R2) essentially mea-sures how far the model’s ability to explain endog-enous variations (Ghozali 2017). The calculation ofthe R-squared value of the variable Service UserSatisfaction shows a value of 0.800, meaning 80.0%of the variations that exist related to the level ofsatisfaction of TIC service users can be explainedby variables Physical Environment Quality, Inter-action Quality, Results from Quality and ServiceQuality E-Technology while the remaining 20.0% isexplained by other variables outside the variablesused in this study. The re-specification of the re-search model is shown in figure 4.

Hypothesis TestingThe model of the results of the study shows

the overall hypothesis test has been received. Theaccepted hypothesis explains that exogenous vari-ables affect endogenous variables. Provisions formaking a hypothesis decision are accepted or re-jected based on the significance value. If the sig-

nificance is smaller or equal to 0.05 (d 0.05) thenthe hypothesis is accepted.

Table 2 Overall Results of The Goodness of Fit Model Reflect The Research Model

Source: Primary Data Processing (2020)

The goodness of Fit Index (GFI)Root Mean Square Error (RMSEA)Relative Chi-Square (2/df)Comparative Fit Index (CFI)Incremental Fit Index (IFI)Normal Fit Index (NFI)Tucker-Lewis Index (TLI)Related Fit Index (RFI)Adjusted Goodness of Fit Index (AGFI)

0.900.08< 2.0 0.900.90 0.90 0.90 0.900.90

0.80 - < 0.90

2,00 - 3,000.80 - < 0.900.80 - < 0.900.80 - < 0.900.80 - < 0.900.80 - < 0.900.80 - < 0.90

0.8120.0591.6120.9600.9600.9020.9550.8910.775

Marginal FitGood FitGood FitGood FitGood FitGood FitGood Fit

Marginal FitPoor Fit

Measurement of Goodness Of FitMeasurement of Match

Good Fit Marginal FitResult of measurement

Source: Data processed (2020)

Figure 4 Respecification of the research model



Based on the table above, it can be seen fromthe 4 hypotheses proposed that there are three thatare significant/supported, the other one is insignifi-cant / not supported. The indication of a hypothesisis supported or not can be seen from the criticalvalue and p-value. Furthermore, where the limit forCR / t arithmetic is ± 1.96 and the p-value limit is

0.05.This study shows that the three factors will sig-

nificantly influence the level of tourist satisfaction,while one factor does not provide a significant levelof influence on tourist satisfaction. This means thatif there is an increase in the quality of physical ser-vices, the quality of Frontline interaction, and thequality of service results, it will be very significantto increase tourist satisfaction. While the currentE-technology services, if the quality is improved, itwill not necessarily increase or affect the satisfac-tion felt by tourists.

DISCUSSIONProviding Tourist Information

The main task of the Soekarno Hatta AirportTIC is to convey tourist information in full to thetourists, especially those covering tourist destina-tions and their derivatives. This tourist informationis conveyed to tourists verbally. Frontliners as com-municators must have good communication skills.The correct and correct information is a top priorityto maintain its reputation.

As a good conveyor of information, the TICfrontline always tries to provide the right and cor-rect information. The submission of this informa-

tion has to do with the ability to communicate theTIC frontline. Communication skills have been spe-cifically educated by the Soekarno Hatta AirportTIC before they do their job. Each frontline is di-rected at a minimum to master two Internationallanguages with English as the main language.

So far, the TIC of Soekarno Hatta Airport hasthe latest information sources for the best informa-tion services. The main source of information comesdirectly from the Ministry of tourism. Books andverbal information facilities are supplied directly fromthe ministry periodically. So that all events will al-ways be fully and continuously informed. TICSoekarno Hatta Airport as a tourist information cen-ter also provides print media as a promotional me-dium. The print media are not only from the Minis-try of Tourism but also from several private institu-tions related to tourism businesses. The average printmedia is selected by tourists and has a relativelyfaster circulation due to better appearance, moreattractive, and very informative content.

Front liner officers often use discussion sys-tems to develop their insights. This is mainly relatedto information on tourist destinations and transpor-tation information to get there. This is a major con-cern because so far, these two pieces of informa-tion in the field are always sought after by tourists.

Data collection conducted by the TIC frontlinehas been done in two ways, namely by asking tour-ists directly and filling out the comments form. Whenviewed from the two methods of extracting data,asking tourists directly is a way to get deeper dataon tourists. When the TIC frontline asks about the

Hypothesis Relationship Variable Estimate CR/thitung P-value Conclusion

H1 Quality of Physical Environment Service User Satisfaction 0,263 2,278 0,023 Significant

H2 Quality of Interaction Service User Satisfaction 0,327 3,826 0,000 Significant

H3 Quality of Results Service User Satisfaction 0,353 3,095 0,002 Significant

H4 Quality of E-Technology Services Service User Satisfaction 0,023 0,412 0,680 Not Significant

Table 3 Hypothesis results based on Regression Weights



information that tourists want, the staff will get dataabout the needs and desires of tourists, tourist fa-vorite areas, and the character of tourists.

Effect of the Role of TIC on Service Satisfac-tion

Based on AMOS 2.4 calculation results, it isknown that the role of TIC of Soekarno Hatta Air-port on tourist service satisfaction has an influenceof 80% determined by the quality of the physicalenvironment, the influence of frontline interactions,the results of TIC services, and E Technology ser-vices, while 20% is from other factors. There arecharacteristics of information and service actors thatinfluence the role of TIC on tourist satisfaction. Thenature of the information referred to is relevant,useful, and timely information. Whereas serviceproviders are the professional and quality attitudewhich is the key. Overall satisfaction is someone’sfeeling of pleasure or disappointment resulting fromthe perceived performance of the product or re-sults to expectations. (Kotler and Keller, 2008).Parasuraman (2001) three levels of service qualityconcepts, namely: 1. Quality (quality surprise), if thereality of the service received exceeds the serviceexpected by the customer. 2. Satisfactory (satis-factory quality), if the reality of the service receivedis the same as the service expected by the cus-tomer. 3. Unacceptable quality, if it turns out thereality of the service received is lower than whatthe customer expected. The TIC Frontliner alwaysasks tourist needs. This question raises a reactionto tourists to say the information they need. So thatthe TIC Frontliner Officer can know what to do sothat the information is in accordance with the inter-ests of tourists. Relevant information makes the in-formation useful because the delivery is on target.Submission of information on time means that in-formation is given when tourists have not made atour decision. Information about these attractionsbecomes useful for tourists to be used as a refer-ence for a vacation because it has not been visited.The usefulness of the information that has beenconveyed by Frontliner TIC officers will lead to tour-ists making decisions on trips. Besides TIC, otherfactors can influence tourist decisions in travel.

Another factor is the benefits of travel, the experi-ence of others, learning information materials, anddiscussions with friends. These factors are quotedfrom the theory of Mathieson and Wall (1982) inPitana (2005).

Relationship Influence of Tic Services To Tour-ist Satisfaction

The results showed that the quality of servicesprovided by the Soekarno Hatta Airport TIC wasquite good according to tourists. This can be shownfrom the responses of respondents to the five di-mensions of service quality, namely, the physicalenvironment, the quality of the interaction of front-line personnel, the quality of the results of servicesprovided, and the E-technology services provided.

Of the four dimensions, there is only one di-mension that must be further improved in quality,namely the E Technology Service dimension. Basedon the analysis, physical evidence is the dimensionthat has the lowest percentage and less significanteffect on the satisfaction of tourists who visit. Thismeans that if the current E technology services areimproved, it has not necessarily given an increasedeffect on satisfaction to tourists. This is supportedby observations of researchers who see and feeldirectly, that there are some deficiencies in the de-velopment of E-technology. Besides that, for infor-mation on E-technology, TIC is still rooted in PT.Angkasa Pura II is the airport manager. This causeslimited tourist information from the airport managerand cannot yet be adjusted to the IT strategy thatshould be owned by the Soekarno Hatta airport TIC.

In general, the results of the study can be ex-plained in the description below:

Quality of The Physical Environment and Ser-vice User Satisfaction

The physical environment is one of the elementsthat must be utilized by the organization to create asense of comfort, peace, and can improve good workresults to improve overall organizational perfor-mance. Based on this study the results obtained thatthere is a significant relationship between the quali-ties of the physical environment with service usersatisfaction. With the increasing quality of the physi-



cal environment, it will further enhance the satis-faction of tourists visiting TIC. This is in line withthe theory and research conducted by Brady andCronin (2001).

The quality of the physical environment islargely determined by the dimensions ofservicescape and tourist security services during avisit to the TIC. The condition of the TIC layout isthe best in the service area, service flow that facili-tates service users Frontliner (FL) understandingof the importance of structuring the service area,and order in the service area has been going well.Besides the factor that tourists feel safe while atTIC, the TIC service area is felt comfortable and agood Frontline (FL) understanding of the importanceof security in TIC services is a pretty good assess-ment in tourists’ minds. This is consistent with theconcept of satisfaction which is the customer’s per-ception of physical facilities (Rys et al., 1987) andalso that the quality of the surrounding environmentis in the service area (Brady and Cronin, 2001).

The design and layout of service facilities atdomestic and international TIC booths are closelyrelated to the formation of the perception of touristsas customers. These findings also indicate that per-ceptions formed by interactions between custom-ers and service facilities significantly influence thequality of TIC information services for tourists. It isproven that the highest value of the indicator is ob-tained from the tourists ‘assessment of Frontlineofficers’ understanding of the importance of struc-turing service areas. Travelers assume frontline of-ficers have enough knowledge and ability to pro-vide services that are convenient for them.

Peter and Olson (2000), also explained that al-most every environment contained an endless num-ber of triggers that affected consumer behavior. Inthis case, TIC has several triggers that can influ-ence visitors to visit longer at the booth such as light-ing, sound, air temperature, shelf area, souvenir dis-play, and more varied colors. The safety and orderfactor is considered quite adequate by tourists visit-ing TIC. Although these safety and order indicatorsare still considered low by tourists when comparedto indicators on the layout and accessibility and flex-ibility of TIC.

Research on the TIC accessibility and flexibil-ity attributes, some respondents suggested that theTIC logo outside the room was less visible and notlarge enough. We need to adjust the layout of theTIC logo that is easily seen remotely. Whereas thecurrent location of the TIC booth is considered tobe strategic and comfortable because it joins otherstrategic facilities.

Quality of Interaction and User Satisfaction ofservices

Quality is a dynamic condition that affects prod-ucts, services, people, processes, and environmentsthat meet and exceed expectations (Tjiptono, 2008).Better service quality will improve the quality of acompany for consumers. Based on the results ofthe study, the variable quality of interaction occu-pies the highest position that affects the satisfactionof TIC tourists. This is undeniable because the tour-ism information business is always closely linked inthe form of direct contact between tourists and Front-line officers.

Interactions are identified as face to face be-tween employees and consumers (Hartline andFerrell 1996). Brady and Cronin (2001), explainedthat the quality of interaction is built by the behaviorof service providers that support the formation ofgood perception from consumers. In this study, thefocus is on Frontline attitudes and behavior, waysof communicating, and front liner flexibility towardstourist information needs.

Indicators for this variable indicate that touristsjudge that Frontline officers have provided the bestservice. However, there is the lowest achievementscore, which is an indicator of seriousness in work-ing. Although it is still considered good by tourists,this indicator must continue to be improved in thefuture. Because sincerity Frontline service will de-termine the quality of interaction and have a directimpact on tourist satisfaction. Besides, the resultsof this study also showed that tourists were satis-fied with the attitudes and behavior, and communi-cation carried out by Frontline officers at this time.Frontline is considered to be able to communicatewell. This trusted and satisfying service will bring a



deep impression to tourists and will increase overalltourist satisfaction with TIC.

Quality of Results and User Satisfaction of ser-vices

The quality of results is the result of servicetransactions (Gronroos, 1990). The results are ob-tained by the customer when the service process iscompleted (Brady and Cronin, 2001). The dimen-sions of service outcome quality are related to Pro-fessional and Skill indicators, Reliability and Trust-worthiness, Understanding, Recovery, and Reputa-tion and Credibility.

Professional and Skill Indicators related to well-scheduled services to tourists, and that TIC can pro-vide solutions to tourist problems quickly, and TIChas provided services according to tourists’ expec-tations. Indicators of Reliability and Trustworthinessrelated to TIC facilities have provided conveniencein service, and have an impact on increasing touristconfidence in the institution. While UnderstandingIndicators related to tourist needs for informationhave all been answered at TIC. Recovery relatedcomplaints/complaints received a response from theTIC. And finally the description of the Reputationand Credibility indicators that TIC’s reputation andcredibility are trusted.

The results showed that the quality of serviceresults had a significant effect on overall servicesatisfaction. The higher the quality of the results ofthe services provided, the more satisfaction of tour-ists who come to TIC will increase. This is also inline with the theory and research conducted by Bradyand Cronin (2001). Based on the indicator of thequality of the results obtained the highest value isthe indicator that the TIC provides services accordingto tourist expectations with a value of 0.903. Thismeans that tourists assess TIC has been able toprovide services in accordance with tourist expec-tations. This factor is a professional and skill factor.So that the TIC institution is perceived to have pro-fessionalism in its services and frontline have theskills in accordance with tourist expectations.

While the smallest indicator in this variable isfound in the indicators of reputation and credibility,with a value of 0.840. It was concluded that if the

TIC would improve the results quality variable, thefirst indicator that must be considered is related toreputation and credibility and finally, professional andskills.

Quality of E-Technology Services and UserSatisfaction of Services

One way to improve the tourism or tourism in-dustry is to take advantage of advances in informa-tion and communication technology (such as theinternet of things, cloud computing, big data, andartificial intelligence). “Smartness” is not only al-ways related to technological progress, but alsoclosely related to interconnection, synchronization,and the use of various technologies simultaneously(Höjer and Wangel, 2015).

Based on the results of the study, the quality ofE-Technology services did not significantly influenceTIC tourist satisfaction. This means that the increas-ing quality of E-Technology services does not nec-essarily directly influence the satisfaction of touristservices in the current conditions. This should besuspected because of the provision of TIC, E-tech-nology services are felt to be still not optimal. Sofar, the TIC booth only provides technology facili-ties in the form of a display in a standing directorythat includes only 10 leading destinations. Tourismprograms that appear in the standing directory onlyinclude 5 wonders with each of its advantages.Besides that, the Virtual Reality facilities that areavailable have not been periodically updated forseveral major tourism objects. Apps system as amodern means of tourism has also not been pre-sented optimally. Available Apps are still joiningApps PT. Angkasa Pura 3 which is related to gen-eral tourism information and limited content. Thishas strengthened the allegation that TIC E-technol-ogy services have gotten less than optimal resultsso that when the research was conducted it did notsignificantly influence tourist satisfaction. In the eraof smart tourism in addition to direct tourism infor-mation services, the Apps application should ideallybe a well-available device. Thus TIC in the futuremust prepare Apps devices independently and pro-fessionally.



To improve the bargaining position of the insti-tution and improve its main services, several stepscan be taken based on the characteristics of tour-ists. TIC Information Content must be concise andappropriate for goals that are easily understood bygraduates and private sector workers and millennialage. TIC provides focus information on tourism andtransportation information. Information related tonatural and Adventure wonders is made in detailand detail because it is the strength of Indonesia’stourism today. The duration of the visit, especiallytourists who work as private employees, should beincreased by providing attractive packages to them.

Based on the results of SEM analysis consist-ing of the relationship between variables and factorload (coefficients) previously described, it can beseen that the indicator variables and exogenous la-tent variables have a close relationship with the sat-isfaction variables except for the E-Technology ser-vice variable. Overall, all variables that make upthe model must be considered by TIC managementbecause each has a role and relationship to servicesatisfaction.

CONCLUSIONS AND RECOMMENDA-TIONSConclusions

Tourists are dominated by men with an agerange of 26-35 years, and the majority of under-graduate education, occupation status is dominatedby private employees. While natural wonders be-come the main choice of tourists, and the averagevisit between 8-14 days; There is a significant cor-relation between respondents’ characteristic vari-ables, namely: age group and education level, agegroup and occupational status, age group and coun-try of origin, country of origin and travel partner,country of origin and TIC info, country of origin andtourism favored as tourist destinations, origin coun-try, and length of visits, employment status, and lengthof visit.

There is a significant relationship between thequality of the physical environment, the quality ofinteractions, the quality of results to the level of ser-vice satisfaction at the Tourist Information Center(TIC) of Soekarno Hatta Airport in Jakarta; As for

the quality of E-Technology services, there is nosignificant relationship to the level of service satis-faction at the Tourist Information Center (TIC) ofSoekarno Hatta Airport in Jakarta. It should be sus-pected that the E-technology services that havebeen provided by TIC have not been optimally feltby tourists, so this is a recommendation for man-agement for a time that will improve the quality ofE-Technology services so that in the future it canhave a positive effect on services TIC is in tunewith the launch of Smart tourism made by the gov-ernment.

RecommendationsBased on the study conclusions, here are the

suggestions that can be recommended: The need toimprove E-technology services through the expan-sion of strategic partnership networks with opera-tors and parties engaged in the tourism sector IT bypresenting mobile Apps facilities that support thecurrent era of smart tourism. Besides, it is also nec-essary to continuously improve the quality of TICservices, especially the quality of the informationcontent, human resources, and supporting facilities.At present, it is deemed necessary to increase thenumber of human resources given the potential forthe development of TIC and the range of servicesin the future.

Researchers can examine the significance ofthe relationship between variables Education andlength of stay, age groups and traveled, age groupsand tourist info, age groups and travel partners, andthen review the research object by discussing othervariables needed to be explored specifically relatedto the development of E-Technology services thatare still not optimal. Besides that, it is necessary toresearch the development of TIC internal informa-tion technology systems that integrate with socialmedia more broadly.

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