Proceedings of the 8th International Conference on Business, Economics, Social Sciences, and Humanities - Economics, Business and Management Track (ICOBEST-EBM 2025)

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Comparing Internal and External Customer Expectations on the Employability Skills of Tourism Polytechnic Graduates in Indonesia

Authors
Wisanggeni Agus Priyanto1, *, Sulastri Sulastri1, Muchsin Saggaf Shihab1
1Management Science, Economy Faculty, Universitas Sriwijaya, Palembang, Indonesia
*Corresponding author. Email: 01023622328011@student.unsri.ac.id
Corresponding Author
Wisanggeni Agus Priyanto
Available Online 24 July 2025.
DOI
10.2991/978-94-6463-795-3_17How to use a DOI?
Keywords
Customer Expectation; External Customer; Internal Customer; Tourism
Abstract

This research compares the expectations of internal customers (students) and external customers (employers) regarding the employability skills of Tourism Polytechnic graduates in Indonesia. Using a quantitative survey method, the study identifies significant gaps between expected and perceived competencies, particularly in soft skills and practical readiness. Students show moderate satisfaction, while employers express a greater need for job-ready graduates. The conclusion highlights a need for curriculum improvement and stronger industry collaboration. The research contributes to vocational education reform by recommending targeted strategies such as industry-integrated training, soft skills development, and curriculum alignment. These findings can enhance graduates’ job readiness, improve stakeholder satisfaction, and support Indonesia’s tourism sector by producing a more competent and competitive workforce.

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 8th International Conference on Business, Economics, Social Sciences, and Humanities - Economics, Business and Management Track (ICOBEST-EBM 2025)
Series
Advances in Economics, Business and Management Research
Publication Date
24 July 2025
ISBN
978-94-6463-795-3
ISSN
2352-5428
DOI
10.2991/978-94-6463-795-3_17How 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  - Wisanggeni Agus Priyanto
AU  - Sulastri Sulastri
AU  - Muchsin Saggaf Shihab
PY  - 2025
DA  - 2025/07/24
TI  - Comparing Internal and External Customer Expectations on the Employability Skills of Tourism Polytechnic Graduates in Indonesia
BT  - Proceedings of the 8th International Conference on Business, Economics, Social Sciences, and Humanities - Economics, Business and Management Track (ICOBEST-EBM 2025)
PB  - Atlantis Press
SP  - 196
EP  - 202
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-795-3_17
DO  - 10.2991/978-94-6463-795-3_17
ID  - Priyanto2025
ER  -