The coordinator for Bali, NTB and NTT for the Indonesian Association of Travel Agents (ASITA), Bagus Sudibya, is recommending that the government distribute questionnaires to tourists staying in hotel in order to measure the quality of service within Bali's tourism sector.
Quoted by Bisnis Bali, Sudibya said on Wednesday, June 8, 2011, that the proposed questionnaire would help the government monitor tourist satisfaction during their stay in Bali. He explained that tourists could be urged to fill out the government questionnaire that can be given to them while staying at a hotel and collected at the hotel or airport before the tourist leaves the country.
Sudibya described that the government in its role as a regulator must seek information on the level of satisfaction experienced by Bali visitors. Customer satisfaction should, according to Bagus, encompass all aspects of service experienced by tourists during their Bali stay. In the proposed questionnaire the tourists can be asked about the quality of service at Bali's Ngurah Rai Airport, tourism transport services, hotels, the quality of guides, services provided by tour agents, the experience of visiting Bali's tourist attractions and souvenir shops. He said the questionnaire should be presented in several foreign languages to facilitate understanding by international visitors.
Bagus contends that if Bali wishes to be serious in managing tourism, it is mandatory that Indonesia constantly strive to improve the quality of the service provided to tourists. "A country that is serious in managing tourism will certainly make a questionnaire measuring satisfaction and product quality," added Sudibya.
He said that the regency and municipal governments of Bali all levy hotel and restaurant taxes (PHR). The taxes collected should be used to improve satisfaction levels. Sudibya urges that the regency of Badung, as the biggest recipient of PHR funds, could commence the program of questionnaire distribution. He said that on a practical level there needs to be an agency that distributes and collecting the completed survey forms. Saying the forms have to be easy to understand, Bagus said a minimum of 10 questions should be included in the forms and that negative reports (e.g. such as the ‘head hunting' practices within the Chinese market) should receive the attention of the government for follow up action.
Said Sudbiya, tourism operators who provide services that are unethical should be given corrective measures in accordance with the law.
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