Effect of Develop Strategy, Ethical Climate, on Quality Service to Customer Experience With Local Wisdom as a Moderating Variable

Hasan, Golan (2021) Effect of Develop Strategy, Ethical Climate, on Quality Service to Customer Experience With Local Wisdom as a Moderating Variable. In: Proceedings of the International Conference on Management, Accounting, and Economy (ICMAE 2020), 15 September 2020, Online.

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Abstract

Research objective is to analyze whether local wisdom can moderate service quality with several variables involved, including developing strategy, service quality, customer experience, dimensions involved in this research are identifying the customer needs improvement strategy, and how the role of the government in supporting service quality by looking at the dimensions of interaction, education, entertainment, escapism, esthetic, network and outcomes. Local wisdom is a part of moderation in this research to be able to see the extent of the role of government and star hotels to respond wisely that has been passed down by its predecessors. Research method used in this study is the quantitative method and survey techniques. Number of samples needed in this study were 98 respondents given in the form of direct questionnaires and also through electronic media. Respondent was head and director of star hotel in Riau Islands. Processing was performed using Smart PLS. Results of this study are getting better if service quality is significantly positive with local wisdom and able to development of strategies to better support the tourism industry. Managerial implications in this study are to provide better information for relevant agencies in order to be able to maintain as a friendly national identity and also cultural and ancestral heritage by being positive in supporting the tourism industry.

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