Proceedings of the 9th International Conference on Indonesian Social and Political Enquiries (ICISPE 2024)

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Public Service Performance of the Department of Culture and Tourism in Developing Tourism Destinations in Batam, Riau Islands

Authors
Nina Widowati1, *, Dyah Lituhayu1, Ari Subowo1, Renata Jati Nirmala1
1Universitas Diponegoro, Semarang, Indonesia
*Corresponding author. Email: ninawidowati.fisip@gmail.com
Corresponding Author
Nina Widowati
Available Online 1 July 2025.
DOI
10.2991/978-2-38476-436-5_4How to use a DOI?
Keywords
Public Service Performance; Tourism Development; Institutional Support; Service Quality Evaluation; Tourism Destination Management
Abstract

This study aims to analyze the performance of public services by the Department of Culture and Tourism of Batam City in enhancing tourism destinations. Batam has significant potential due to its natural beauty, culture, and proximity to Malaysia and Singapore. This research used a qualitative approach through interviews with the Tourism Department, tourism managers, Pokdarwis, and visitors, as well as field observations. Secondary data were also analyzed from performance reports and Google Reviews. The results indicate that the services provided by UPTD Museum Raja Ali Haji are fairly good, particularly in the tangible aspect. However, the responsiveness, assurance, empathy, and reliability aspects need improvement, such as slow staff responses and lack of information certainty. The services in assisting Kampung Tua Bakau Serip Tourist Village are considered inadequate, especially in attractions, amenities, accessibility, and institutional support. Attractions are under-promoted, facilities are limited, accessibility is challenging, and institutional support is suboptimal. This has led to a decline in the village’s ranking in the ADWI nominations, highlighting the need for improved service quality and institutional support to ensure sustainable tourism development.

Copyright
© 2025 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the 9th International Conference on Indonesian Social and Political Enquiries (ICISPE 2024)
Series
Advances in Social Science, Education and Humanities Research
Publication Date
1 July 2025
ISBN
978-2-38476-436-5
ISSN
2352-5398
DOI
10.2991/978-2-38476-436-5_4How to use a DOI?
Copyright
© 2025 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Nina Widowati
AU  - Dyah Lituhayu
AU  - Ari Subowo
AU  - Renata Jati Nirmala
PY  - 2025
DA  - 2025/07/01
TI  - Public Service Performance of the Department of Culture and Tourism in Developing Tourism Destinations in Batam, Riau Islands
BT  - Proceedings of the 9th International Conference on Indonesian Social and Political Enquiries (ICISPE 2024)
PB  - Atlantis Press
SP  - 22
EP  - 40
SN  - 2352-5398
UR  - https://doi.org/10.2991/978-2-38476-436-5_4
DO  - 10.2991/978-2-38476-436-5_4
ID  - Widowati2025
ER  -