Abstract
Indonesia is classified as a country that is still promoting traditional culture in seeing service as a profession and business, including in Bali as part of Indonesian territory. Based on empirical studies about the cultural-based service quality, as well as the expectations of tourists to interact with the local knowledge has inspired a new idea to conduct a study on the quality of local wisdom-based services at the non-star hotels in Bali. The problems in this research are what factors that could explain the quality of services of employees based on the Balinese local wisdom at the non-star hotels in Bali. The result of the research showed that variables of local wisdom-based quality of service that play the most important roles are jemet (industrious), tresna (loving), asih (affectionate), and bakti (devotion) or the teaching of the Catur Sewaka which is part of the Sad Sewaka. These four factors are the positive characteristics of the Balinese which are applied in everyday life from generation to generation.
Highlights
Background mutually beneficial partners may lead to a more complex relationship and grow into business networking.Service is the main product in the tourism business which depicting the full effort to meet the needs and desires of tourists as the main customers in the tourism business
This study found that the Balinese local wisdom can be the determining factor in creating a good quality of service in the non-star hotels in Bali
It can be recommended to academics that the research has found the Balinese local wisdom can be a dimension of service quality and contribute to the development of knowledge, in providing services
Summary
Background mutually beneficial partners may lead to a more complex relationship and grow into business networking. Service is the main product in the tourism business which depicting the full effort to meet the needs and desires of tourists as the main customers in the tourism business. A company should be able to build relationships with its customers and conduct mutually beneficial cooperation with all parties involved in the relationship. A relationship that has been established with all customers as Employees have an extremely important role in the tourism business, especially in building relationships with customers. Marketing activities are focused on developing relationships through a wide range of services to the needs and desires of tourists. The more services that satisfy the needs and desires of tourists the better the service quality, and the quality of services is considered to be dissatisfied when the services cannot meet the needs and desires of tourists
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