Abstract
This study aims to explore the competency development program of tour guides in improving work professionalism in the Association of Indonesian Guides (HPI) Central Java. The methods used were direct observation, and in-depth interviews with tourists, tour guides, and travel agencies, as well as literature studies. This research identifies factors that influence the improvement of the competence and professionalism of tour guides. The main finding of this research is that a structured, sustainable, systematic tour guide competency development program, full support of stakeholders, and certification recognized by the state can contribute to improving the quality of tour guide services, and tourist satisfaction. This research contributes to the science of da'wah management, seen from how da'wah values can be integrated into the tour guide competency development program to create guides who are not only competent in knowledge, and skills, but also have ethical and moral awareness at work, such as guide coordinating tourists to pray first before traveling, reminding prayer time schedules, and inviting to always do good, especially in terms of preserving the environment by throwing garbage in the place provided.
References
Achmad, F., Prambudia, Y., & Rumanti, A. A. (2023). Sustainable Tourism Industry Development: A Collaborative Model of Open Innovation, Stakeholders, and Support System Facilities. IEEE Access, 11, 83343–83363. https://doi.org/10.1109/ACCESS.2023.3301574
Agyeman, Y. B., & Antwi-Bosiako, N. B. (2022). Visitor perceptions of the roles of tour guides in Kakum National Park in Ghana. Cogent Social Sciences, 8(1), 2052403. https://doi.org/10.1080/23311886.2022.2052403
Al-Okaily, N. S. (2022). A Model for Tour Guide Performance. International Journal of Hospitality & Tourism Administration, 23(6), 1077–1101. https://doi.org/10.1080/15256480.2021.1905584
Al-Okaily, N. S., Alzboun, N., & Abuhjeeleh, M. (2024). Examining the impacts of emotional intelligence on tour guide citizenship performance. Journal of Hospitality and Tourism Insights, 7(2), 697–722. https://doi.org/10.1108/JHTI-12-2022-0619
Alazaizeh, M. M., Jamaliah, M. M., Mgonja, J. T., & Ababneh, A. (2019). Tour guide performance and sustainable visitor behavior at cultural heritage sites. Journal of Sustainable Tourism, 27(11), 1708–1724. https://doi.org/10.1080/09669582.2019.1658766
Albrecht, J. N., Moscardo, G., & Dwyer, T. (2021). Learning About Learning in Tourism: Indigenous Guide Perspectives on Their Personal and Professional Development. Journal of Hospitality & Tourism Research, 46(2), 320–343. https://doi.org/10.1177/1096348021997535
Aloudat, A. S. (2017). Undergraduate students’ perceptions of a tour-guiding career. Scandinavian Journal of Hospitality and Tourism, 17(4), 333–344. https://doi.org/10.1080/15022250.2017.1330847
Anđelković, Ž., Kovačić, S., Bratić, M., Vujičić, M. D., Stankov, U., Pavluković, V., Dragin, A., Pivac, T., Ivkov Džigurski, A., Ivanović Bibić, L., Zadel, Z., & Đukičin Vučković, S. (2022). Museum Tour Guide Performance: A Visitor Perspective. Sustainability, 14(16), 10269. https://doi.org/10.3390/su141610269
Aprilliani, N., Garvera, R. R., & Anwar, A. N. R. (2022). Pengembangan kapasitas pramuwisata di objek wisata pantai pangandaran oleh dinas pariwisata dan kebudayaan kabupaten pangandaran. Inkripsi, 2(2), 3699–3708. http://repository.unigal.ac.id:8080/bitstream/handle/123456789/2281/69. Novita Aprilliani_3699-3708.pdf?sequence=1&isAllowed=y
Ariyani, N., & Fauzi, A. (2023). Pathways toward the Transformation of Sustainable Rural Tourism Management in Central Java, Indonesia. Sustainability (Switzerland), 15(3). https://doi.org/10.3390/su15032592
Arny Irhani Asmin. (2022). Tour Guides’ Intercultural Communication Strategies In Toraja. DEIKTIS: Jurnal Pendidikan Bahasa Dan Sastra, 2(2), 55–62. https://doi.org/10.53769/deiktis.v2i2.216
Banerjee, S., & Chua, A. Y. K. (2020). How alluring is the online profile of tour guides? Annals of Tourism Research, 81, 102887. https://doi.org/10.1016/J.ANNALS.2020.102887
Barrett, T., Anttila, E., Webster, P., Haseman, B., Ting, C., & Chien, F. (2017). International Journal of Education & the Arts Enhancing Young Adult Learning Through Interpretive Skills Training: A Case Study of Student Tour-Guide Interns at a University Photography. 18. http://www.ijea.org/v18n34/.
Bostan, Zahra, Majdi, Ali Akbar, Honari, Habib, Karaoubi, Mehdi, Nikjoo, A. (2021). The Relationship Between Cultural Intelligence (CQ), Spiritual Intelligence (SQ), and Interpersonal Communication Skills: The Case of Cultural Tour Guides. Tourism Culture and Communication, 21. https://doi.org/https://doi.org/10.3727/109830421X16257465701954
Caber, M., Ünal, C., Cengizci, A. D., & Güven, A. (2019). Conflict management styles of professional tour guides: A cluster analysis. Tourism Management Perspectives, 30, 89–97. https://doi.org/10.1016/J.TMP.2019.02.004
Caber, M., Yilmaz, G., Kiliçarslan, D., & Öztürk, A. (2018). The effects of tour guide performance and food involvement on food neophobia and local food consumption intention. International Journal of Contemporary Hospitality Management, 30(3), 1472–1491. https://doi.org/10.1108/IJCHM-02-2017-0080
Crespi-Vallbona, M. (2021). Satisfying experiences: guided tours at cultural heritage sites. Journal of Heritage Tourism, 16(2), 201–217. https://doi.org/10.1080/1743873X.2020.1771345
Čuić Tanković, A., Vitezić, V., & Kraljić, V. (2023). Employee communication and soft skills influencing tourists’ satisfaction. European Journal of Tourism Research, 34(SE-Research papers), 3410. https://doi.org/10.54055/ejtr.v34i.2967
Darwati, I. G. A. M., & Manika, A. S. (2020). Peranan Himpunan Pramuwisata Indonesia Sebagai Sarana Komunikasi Guna Meningkatkan Profesionalisme Pramuwisata. Jurnal Kajian Ilmu Komunikasi Universitas Dwijendra, 21(2), 23–30.
Demirdelen Alrawadieh, D., & Alrawadieh, Z. (2022). Perceived organizational support and well-being of tour guides: The mediating effects of quality of work life. International Journal of Tourism Research, 24(3), 413–424. https://doi.org/10.1002/jtr.2511
Edi Novra, Riko Riyanda, S. (2024). Peningkatan Kompetensi Pemandu Wisata Lokal Wisata Saribu Gonjong Melalui Pelatihan Teknik Kepemanduan. Ensiklopedia of Journal, 6, 6. https://doi.org/https://doi.org/10.33559/eoj.v6i2.2073
Feldman, J., & Skinner, J. (2018). Tour guides as cultural mediators. Ethnologia Europaea, 5–13. https://ee.openlibhums.org/article/1955/galley/2322/download/
Florido-Benítez, L. (2023). Bridges: a tourist attraction and iconic element at urban cities’ tourism promotion websites. International Journal of Tourism Cities, 9(3), 771–787. https://doi.org/10.1108/IJTC-06-2023-0119
Fu, X., Liu, X., Hua, C., Li, Z., & Du, Q. (2021). Understanding tour guides’ service failure: Integrating a two-tier triadic business model with attribution theory. Journal of Hospitality and Tourism Management, 47, 506–516. https://doi.org/https://doi.org/10.1016/j.jhtm.2021.05.004
Galí, N. (2022). Impacts of COVID-19 on local tour guides. Journal of Tourism and Cultural Change, 20(6), 788–805. https://doi.org/10.1080/14766825.2022.2046016
González-Rodríguez, M. R., Díaz-Fernández, M. C., & Pacheco Gómez, C. (2020). Facial-expression recognition: An emergent approach to the measurement of tourist satisfaction through emotions. Telematics and Informatics, 51, 101404. https://doi.org/10.1016/J.TELE.2020.101404
Grančay, M. (2020). COVID-19 and Central European Tourism: The Competitiveness of Slovak Tourist Guides. Central European Business Review, 9(5), 81–98. https://doi.org/10.18267/j.cebr.259
Guan, X.-H., & Huan, T.-C. (2019). Talent management for the proactive behavior of tour guides. International Journal of Contemporary Hospitality Management, 31(10), 4043–4061. https://doi.org/10.1108/IJCHM-07-2018-0596
Hansen, A. H., & Mossberg, L. (2017). Tour guides’ performance and tourists’ immersion: facilitating consumer immersion by performing a guide plus role. Scandinavian Journal of Hospitality and Tourism, 17(3), 259–278. https://doi.org/10.1080/15022250.2016.1162347
Huang, S. (Sam), Weiler, B., & Assaker, G. (2014). Effects of Interpretive Guiding Outcomes on Tourist Satisfaction and Behavioral Intention. Journal of Travel Research, 54(3), 344–358. https://doi.org/10.1177/0047287513517426
Hwang, J., Joo, K., & Moon, J. (2023). Relationships among Experience Economy, Tour Quality, Tour Satisfaction, and Word-of-Mouth in the Senior Tourism Context in Korea: The Moderating Role of Tour Guiding Services. Sustainability (Switzerland), 15(8). https://doi.org/10.3390/su15086367
Hwang, J., & Lee, J. (Jay). (2018). Relationships among Senior Tourists’ Perceptions of Tour Guides’ Professional Competencies, Rapport, Satisfaction with the Guide Service, Tour Satisfaction, and Word of Mouth. Journal of Travel Research, 58(8), 1331–1346. https://doi.org/10.1177/0047287518803199
Hwang, J., & Lee, J. (Jay). (2019). Antecedents and consequences of brand prestige of package tour in the senior tourism industry. Asia Pacific Journal of Tourism Research, 24(7), 679–695. https://doi.org/10.1080/10941665.2019.1623274
Iordanova, E., & Stylidis, D. (2019). International and domestic tourists’ “a priori” and “in situ” image differences and the impact of direct destination experience on destination image: the case of Linz, Austria. Current Issues in Tourism, 22(8), 982–1005. https://doi.org/10.1080/13683500.2017.1346588
Iskandar, Waridin, & Iskandar, D. D. (2023). The potential of Muslim Friendly Hospitality in the tourism industry in Central Java. Indonesian Journal of Islam and Muslim Societies, 13(1), 169–197. https://doi.org/10.18326/ijims.v13i1.169-197
Jiang, X., Imon, S. S., & Chen, Z. (2023). Professional competence development of heritage guides. Journal of Heritage Tourism, 18(5), 676–690. https://doi.org/10.1080/1743873X.2023.2234056
Kang, J., & Song, Y. (2021). A study on the relationship between mental well-being and cultural tourism guides based on the interview methodology. International Journal of Environmental Research and Public Health, 18(24). https://doi.org/10.3390/ijerph182413054
Kapa, M. G., de Crom, E. P., & Hermann, U. P. (2022). an Exploration of Tourist Guides’ Competencies To Create Memorable Tourist Experiences. Geojournal of Tourism and Geosites , 44(4), 1350–1358. https://doi.org/10.30892/gtg.44421-953
Kim, H., Joun, H. J., Choe, Y., & Schroeder, A. (2019). How can a destination better manage its offering to visitors? Observing visitor experiences via online reviews. Sustainability (Switzerland), 11(17), 1–19. https://doi.org/10.3390/su11174660
Kul, E., Dedeoğlu, B. B., Nuray Küçükergin, F., De Martino, M., & Okumus, F. (2024). The role of tour guide competency in the cultural tour experience: the case of Cappadocia. International Hospitality Review. https://doi.org/10.1108/ihr-04-2023-0021
Kuo, N.-T., Cheng, Y.-S., Chang, K.-C., & Chuang, L.-Y. (Lily). (2018). The Asymmetric Effect of Tour Guide Service Quality on Tourist Satisfaction. Journal of Quality Assurance in Hospitality & Tourism, 19(4), 521–542. https://doi.org/10.1080/1528008X.2018.1483283
Lamont, M., Kennelly, M., & Weiler, B. (2018). Volunteers as tour guides: a stakeholder–agency theory case study†. Current Issues in Tourism, 21(1), 58–77. https://doi.org/10.1080/13683500.2015.1055715
Liljeblad, J. (2020). Tour guides and the transnational promotion of human rights: Agency, structure and norm translators in responsible travel. Tourist Studies, 20(3), 314–335. https://doi.org/10.1177/1468797620920991
Liu, C. Y., Li, C. P., Chen, C. C., Hsu, C. H., & Lin, C. H. (2023). Dajia Mazu Pilgrimage Show: Exploring the Sustainable Development of Taiwan’s Religious Tourism from the Perspectives of Attraction, Happiness, and Revisit Intention. Sustainability (Switzerland), 15(11). https://doi.org/10.3390/su15118744
Lu, F., Zhang, J., & Yu, J. (2020). Design of tour guide outsourcing service contract under dual principal-agent. Journal of System and Management Sciences, 10(1), 32–50. https://doi.org/10.33168/jsms.2020.0102
M., D. K., Govindarajo, N. S., & Khen, M. H. S. (2020a). Effect of service quality on visitor satisfaction, destination image and destination loyalty – practical, theoretical and policy implications to avitourism. International Journal of Culture, Tourism and Hospitality Research, 14(1), 83–101. https://doi.org/10.1108/IJCTHR-04-2019-0066
M., D. K., Govindarajo, N. S., & Khen, M. H. S. (2020b). Effect of service quality on visitor satisfaction, destination image and destination loyalty – practical, theoretical and policy implications to avitourism. International Journal of Culture, Tourism and Hospitality Research, 14(1), 83–101. https://doi.org/10.1108/IJCTHR-04-2019-0066
Meacci, L., & Liberatore, G. (2018). A senses-based model for experiential tourism. Tourism & Management Studies, 14(4), 7–14. https://doi.org/10.18089/tms.2018.14401
Mohamad Jumail, SST. Par, M. P. (2017). Teknik Pemanduan Wisata. AndI.
Mohammed, G. B. (2021). The Proffessional Competencies of Tour Guides and Quality Tourism. ASJP Journal, 05(July), 1332–1340.
Mokodongan, T., & Masjhoer, J. M. (2023). Mount Kelud in Dark Tourism Ethical Perspective. Jurnal Kepariwisataan Indonesia: Jurnal Penelitian Dan Pengembangan Kepariwisataan Indonesia, 17(1), 1–11. https://doi.org/10.47608/jki.v17i12023.1-11
Moon, H., & Han, H. (2019). Tourist experience quality and loyalty to an island destination: the moderating impact of destination image. Journal of Travel & Tourism Marketing, 36(1), 43–59. https://doi.org/10.1080/10548408.2018.1494083
Mossberg, L. L. (1995). Tour leaders and their importance in charter tours. Tourism Management, 16(6), 437–445. https://doi.org/10.1016/0261-5177(95)00052-P
Mulyana, H., & Chandra Lesmana, A. (2021). Pengaruh Kualitas Pelayanan Pramuwisata Terhadap Kepuasan Wisatawan di Keraton Kasepuhan Cirebon. Tourism Scientific Journal, 6(2), 291–297. https://doi.org/10.32659/tsj.v6i2.138
Navalón-García, R., & Mínguez, C. (2021). Tourist guides and free tours: A controversial relationship. Tourist Studies, 21(3), 486–506. https://doi.org/10.1177/14687976211016073
Ninpradith, N., Viriyasuebphong, P., & Voraseyanont, P. (2019). A Study of Tour Guide Competency, Service Quality, and Tourist Satisfaction of Chinese Tourist Nisachon Ninpradith. Burapha Journal of Business Management, 7(2), 106–121.
Ormond, M., & Vietti, F. (2022). Beyond multicultural ‘tolerance’: guided tours and guidebooks as transformative tools for civic learning. Journal of Sustainable Tourism, 30(2–3), 533–549. https://doi.org/10.1080/09669582.2021.1901908
Pakpahan, R., & Purba, D. S. (2024). Menggali Potensi Pemandu Wisata Lokal Dalam Meningkatkan Kualitas Pengalaman Wisatawan: Tinjauan Kasus Desa Wisata Meat, Kabupaten Toba. Jurnal Pariwisata, 11(1), 82–91. https://doi.org/10.31294/par.v11i1.21525
Park, J., & Jeong, E. B. (2019). Service quality in tourism: A systematic literature review and keyword network analysis. Sustainability (Switzerland), 11(13), 1–21. https://doi.org/10.3390/su11133665
Podsukhina, E., Smith, M. K., & Pinke-Sziva, I. (2022). A critical evaluation of mobile guided tour apps: Motivators and inhibitors for tour guides and customers. Tourism and Hospitality Research, 22(4), 414–424. https://doi.org/10.1177/14673584211055819
Pramezwary, A., Lemy, D. M., Juliana, Sitorus, N. B., Masatip, A., Dalimunthe, F. I., Liyushiana, & Yanti, D. (2022). Sustainability Gastronomy Tourism in Medan City. International Journal of Sustainable Development and Planning, 17(3), 875–883. https://doi.org/10.18280/ijsdp.170317
Prasetyo, J. S., Agfianto, T., & Wijayanto, N. (2021). Peningkatan Kompetensi Pramuwisata Goa Gong Dalam Era Adaptasi Kebiasaan Baru (Akb) Di Industri Pariwisata. Kumawula: Jurnal Pengabdian Kepada Masyarakat, 4(2), 280. https://doi.org/10.24198/kumawula.v4i2.34047
PUKSI, F. F., Sinaga, E. K., Kurniati, C., & Handayaningrum, N. (2021). Pengembangan Kompetensi Pemanduan Wisata Di Desa Wisata Suntenjaya Kabupaten Bandung Barat. Prosiding Konferensi Nasional Pengabdian Kepada Masyarakat Dan Corporate Social Responsibility (PKM-CSR), 4, 667–672. https://doi.org/10.37695/pkmcsr.v4i0.1293
Putu, Hardani., Janianton, Damanik., Subejo., John, S. (2024). A Tour Guide’s Performance Model for Sustainable Heritage at Borobudur. SCISPACE, 29. https://doi.org/10.29244/medkon.29.3.481
Ramadhani, R. F. (2021). Peran Himpunan Pramuwisata Indonesia (HPI) Dalam Membimbing Peningkatan Kinerja Pemandu Wisata Di Iboih Kota Sabang (Studi Deskriptif Di Iboih). https://repository.ar-raniry.ac.id/id/eprint/22098/%0Ahttps://repository.ar-raniry.ac.id/id/eprint/22098/1/Risky Fitri Ramadhani%2C 160402094%2C FDK%2C BKI.pdf
Ren, L., Wong, C. U. I., Ma, C., & Feng, Y. (2023). Changing roles of tour guides: From “agent to serve” to “agent of change.” Tourist Studies, 24(1), 55–74. https://doi.org/10.1177/14687976231200909
Roberts, M., Mearns, K., & Edwards, V. (2014). Evaluating the effectiveness of guided versus non-guided interpretation in the Kruger National Park, South Africa. Koedoe, 56(2), 1–8. https://doi.org/10.4102/koedoe.v56i2.1160
Saraiva, A. L. O., & Anjos, F. A. (2019). As competências do guia de turismo: um estudo sobre os cursos de formação técnica no Brasil. Revista Brasileira de Pesquisa Em Turismo, 13(3), 36–54. https://doi.org/10.7784/rbtur.v13i3.1536
Sarra, A., Di Zio, S., & Cappucci, M. (2015). A quantitative valuation of tourist experience in Lisbon. Annals of Tourism Research, 53, 1–16. https://doi.org/10.1016/J.ANNALS.2015.04.003
Sezgin, E., & Duz, B. (2018). Testing the proposed “GuidePerf” scale for tourism: performances of tour guides in relation to various tour guiding diplomas. Asia Pacific Journal of Tourism Research, 23(2), 170–182. https://doi.org/10.1080/10941665.2017.1410196
Shi, L., Ma, J. Y., & Ann, C. O. (2023). Exploring the Effect of Tour Guide Cultural Interpretation on Tourists’ Loyalty in the Context of the Southern Journey by Emperor Qianlong. Sustainability (Switzerland), 15(15). https://doi.org/10.3390/su151511585
Solís-Radilla, M. M., Hernández-Lobato, L., Callarisa-Fiol, L. J., & Pastor-Durán, H. T. (2019). The importance of sustainability in the loyalty to a tourist destination through the management of expectations and experiences. Sustainability (Switzerland), 11(15), 1–23. https://doi.org/10.3390/su11154132
Stone, M. J., & Sthapit, E. (2024). Memories are not all positive: Conceptualizing negative memorable food, drink, and culinary tourism experiences. Tourism Management Perspectives, 54(September), 101296. https://doi.org/10.1016/j.tmp.2024.101296
Sulaiman Al Jahwari, D., Sirakaya-Turk, E., & Altintas, V. (2016). Evaluating communication competency of tour guides using a modified importance-performance analysis (MIPA). International Journal of Contemporary Hospitality Management, 28(1), 195–218. https://doi.org/10.1108/IJCHM-02-2014-0064
Suryana, M. (2022). Systematic Literature Review of Tour Guide Performance. Journal of Tourism Sustainability, 2(2), 71–78. https://doi.org/10.35313/jtospolban.v2i2.38
Syakier, W. A., & Hanafiah, M. H. (2022). Tour Guide Performances, Tourist Satisfaction And Behavioural Intentions: A Study On Tours In Kuala Lumpur City Centre. Journal of Quality Assurance in Hospitality & Tourism, 23(3), 597–614. https://doi.org/10.1080/1528008X.2021.1891599
Teng, H.-Y., & Tsaur, S.-H. (2022). Charismatic Tour-Guiding: Scale Development and Validation. Journal of Travel Research, 61(7). https://doi.org/https://doi.org/10.1177/00472875211039556
Trivenna, Lady, & Eviana, N. (2024). Is the Tour Guide’s Competency Important to Increase Tourist Satisfaction? Barista : Jurnal Kajian Bahasa Dan Pariwisata, 11(01), 23–33. https://doi.org/10.34013/barista.v11i01.1548
Tsaur, S. H., & Teng, H. Y. (2017). Exploring tour guiding styles: The perspective of tour leader roles. Tourism Management, 59, 438–448. https://doi.org/10.1016/J.TOURMAN.2016.09.005
Wang, D. Y. (2016). More important than ever: Measuring Tourist Satisfaction. In Griffith Institute for Tourism Research (Issue 10).
Wang, J., Wang, G., Zhang, J., & Wang, X. (2021). Interpreting disaster: How interpretation types predict tourist satisfaction and loyalty to dark tourism sites. Journal of Destination Marketing & Management, 22, 100656. https://doi.org/10.1016/J.JDMM.2021.100656
Waskito, B. S., Susilorini, & Sugiarti, R. (2016). Penguatan Peran dan Peningkatan Kompetensi Pemandu Wisata Lokal di Keraton Surakarta Hadiningrat Sugiyarto. Cakra Wisata, 17(1), 58–67.
Weiler, B., & Walker, K. (2014). Enhancing the visitor experience: Reconceptualising the tour guide’s communicative role. Journal of Hospitality and Tourism Management, 21, 90–99. https://doi.org/10.1016/J.JHTM.2014.08.001
Xie, C., Zhao, M., Li, Y., Tang, T., Meng, Z., & Ding, Y. (2023). Evaluating the Effectiveness of Environmental Interpretation in National Parks Based on Visitors’ Spatiotemporal Behavior and Emotional Experience: A Case Study of Pudacuo National Park, China. Sustainability (Switzerland), 15(10). https://doi.org/10.3390/su15108027
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
Copyright (c) 2024 JURNAL MANAJEMEN DAKWAH