The Readiness of Hospitality Services of Online Transportation Service for International Visitors

Desloehal Djumrianti, Hanifati, Pridson Mandiangan

2018

Abstract

The study was a descriptive qualitative research. The purpose of the study was examined communication skills and hospitality service of online trasnportation services (OTS) in Palembang, particularly Go Car and Go Grab drivers required to serve international customers. Respondents were online drivers of two online transportation services companies – Go Jek (Go Car) and Go Grab, by using snowball sampling method, 100 drivers maximum or 10% from total population for each company. The study was designed based on the means-end of laddering focused on the relationship between cognitive between selected values of service that given by drivers, attribute service (means) to customers’ expectation, customers’ needs and individual communication skills (ends) of online drivers. Cognitive means intellectual potential which related to the ability to develop the rational ability. By using ‘Theme and Coding’ approach to interpret the data from interviews and observations, the study found that some of the online drivers had not had the basic of hospitality service to serve international visitors, because of they only able to speak Indonesian and local languages. Although incomplete services to customers, the study has been confronting earlier theories. The hospitality services may happen without using verbal communications.  Body languages instead of oral languages to communicate with foreign customers may use as cordial and generous.  Sugestions implementation for companies, and government to make a regulation of requirements policies for a new online driver, such as they must be able to speak one international language for instance English or Mandarin to communicate (daily conversations) with foreign customers.

Paper Citation

in Harvard Style

Djumrianti D., Hanifati. and Mandiangan P. (2018). The Readiness of Hospitality Services of Online Transportation Service for International Visitors. In Proceedings of the 2nd Forum in Research, Science, and Technology - FIRST, ISBN 978-989-758-574-6, pages 81-87. DOI: 10.5220/0009152800002500

in Bibtex Style

@conference{first18,
author={Desloehal Djumrianti and Hanifati and Pridson Mandiangan},
title={The Readiness of Hospitality Services of Online Transportation Service for International Visitors},
booktitle={Proceedings of the 2nd Forum in Research, Science, and Technology - FIRST,},
year={2018},
pages={81-87},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0009152800002500},
isbn={978-989-758-574-6},
}

in EndNote Style

TY - CONF

JO - Proceedings of the 2nd Forum in Research, Science, and Technology - FIRST,
TI - The Readiness of Hospitality Services of Online Transportation Service for International Visitors
SN - 978-989-758-574-6
AU - Djumrianti D.
AU - Hanifati.
AU - Mandiangan P.
PY - 2018
SP - 81
EP - 87
DO - 10.5220/0009152800002500