The Roles of Jakarta Old Town Area Managers in Creating First Impressions of Tourists
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Abstract
This study aims to analyze the role of area managers in creating first impressions of tourists in Jakarta Tua City, focusing on three main aspects, namely the physical environment (servicescape), service quality (SERVQUAL), and information provision. As one of the cultural heritage areas with high historical value, Jakarta Old Town is a leading destination that attracts domestic and foreign tourists. This study uses a qualitative approach. Data collection techniques are carried out through in-depth interviews, observations, documentation, and literature studies. Meanwhile, the data analysis technique is carried out in three stages, namely data reduction, data presentation, and conclusion drawn. The results of the study show that the area managers have made various efforts in building a positive first impression for tourists. These efforts include physical revitalization of the area, improving the quality of public services, and developing information systems, both online and offline, which are designed to provide a positive experience towards tourists.
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This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
How to Cite
Fajri, D., & Nurmayningsih, N. (2026). The Roles of Jakarta Old Town Area Managers in Creating First Impressions of Tourists. JURNAL KAJIAN PARIWISATA DAN BISNIS PERHOTELAN, 7(1), 49-57. https://doi.org/10.24036/jkpbp.v7i1.89672
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[21] B. A. Setiono, and S. Hidayat, “Influence of service quality with the dimensions of reliability, responsiveness, assurance, empathy and tangibles on customer satisfaction,” International Journal of Economics, Business and Management Research, vol. 6, no. 9, pp. 330-341, 2022.
[22] J. Murray, J. Elms, and M. Curran, “Examining empathy and responsiveness in a high-service context,” International Journal of Retail & Distribution Management, vol. 47, no. 12, pp. 1364-1378, 2019.
[23] S. N. Yeong, D. Knox, and G. Prabhakar, “Customer satisfaction and loyalty in Malaysian resort hotels: the role of empathy, reliability and tangible dimensions of service quality,” International Journal of Services and Operations Management., vol. 41, no. 4, pp. 444-462, 2022.
[24] M. N. Khuong, N. T. Minh Phuong, and T. N. Hoang Phuong, “Green Innovation Practices and Guests’ Return Intention: Mediating Roles of Green Image, Guest’s Positive Mood and Satisfaction,” SAGE Open, vol. 15, no. 2, 2015.
[2] F. Fan, and H. T. Ha, “Tourism-led growth or economy-driven tourism growth in Southeast Asian countries,” Humanities and Social Sciences Communications., vol. 12, no. 16, pp. 1-17, 2025.
[3] I. N Qamari, M. Shaikh, A. Garad, and L. J. Suryono, “The impact of the travel and tourism sector on the growth of the national economy,” Journal of Environmental Management & Tourism., vol. 14, no. 6, pp. 2715-2724, 2023.
[4] V. Rutskiy, O. Ikonnikov, I. Varyan, S. Polyakhov, N. Muracova, and R. Tsarev, “Modeling Factors Affecting the Development of the Domestic Tourism Industry in Regional Economies,” In Computer Science On-line Conference, 2025, pp. 429-437.
[5] R. Kvaratskhelia, “The Role of Agritourism and Eco-Agritourism in Social Welfare Development,” In Shifts in Knowledge Sharing and Creativity for Business Tourism., 2024, pp. 228-249.
[6] H. McCullough, D. Padgett, S. Han, K. Lee, D. S. Martin, and B. L. Bourdeau, “First impressions vs. the peak-end rule: Episodic evaluations in a service experience and the moderating effect of retrospective delay,” Journal of Business Research., vol. 185, no. 1, pp. 114899, 2024.
[7] W. Deng, and L. Chen, “Do first impressions matter? Effect of first impressions on tourists’ destination choice: an event-related potential study,” Current Issues in Tourism., vol. 26, no. 9, pp. 1518-1535, 2023.
[8] J. A. Martínez-González, and C. D. Álvarez-Albelo, “Influence of site personalization and first impression on young consumers’ loyalty to tourism websites,” Sustainability., vol. 13, no. 3, pp. 14-25, 2021.
[9] L. Yan, and H. K. Ho, “Impression management of tour leaders,” Asia Pacific Journal of Tourism Research., vol. 22, no. 4, pp. 422-435, 2017.
[10] T. H. H. Nguyen, and C. Cheung, “Toward an understanding of tourists’ authentic heritage experiences: Evidence from Hong Kong,” Journal of Travel & Tourism Marketing., vol. 33, no. 7, pp. 999-1010, 2016.
[11] N. Yildiz, M. E. Öncüer, and A. Tanrisevdi, “Examining multiple mediation of authenticity in the relationship between cultural motivation pattern and satisfaction: a case study of Şirince in Turkey,” Journal of Hospitality and Tourism Insights., vol. 7, no. 2, pp. 676-696, 2024.
[12] T. Zhang, P. Yin, and Y. Peng, “Effect of commercialization on tourists’ perceived authenticity and satisfaction in the cultural heritage tourism context: Case study of Langzhong ancient city,” Sustainability., vol. 13, no. 2, pp. 6847, 2021
[13] R. Ittamalla, and D. V. S. Kumar, “An empirical investigation of the impact of service experience on emotions, satisfaction and loyalty for theme park visitors,” International Journal of Business Excellence., vol. 26, no. 4, pp. 477-497, 2022.
[14] Y. X. Lin, S. N. Zhan, and M. R. An, “Tourism environment and activity: Which matters more in restoration?,” Tourism Recreation Research, vol. 51, no. 2, pp. 586-599, 2026.
[15] A. S. Mattila, and L. Gao, “Atmospherics and the touristic experience.” In Design Science in Tourism: Foundations of Destination Management, 2016, pp. 151-160.
[16] H. Trivedi, and M. Verma, “Exploring the influence of service quality on the religious tourists' experience,” International Journal of Tourism Policy, vol. 9, no. 3, pp. 181-200, 2019.
[17] S. Forgas‐Coll, R. Palau‐Saumell, J. Matute, and S. Tárrega, “How do service quality, experiences and enduring involvement influence tourists' behavior? An empirical study in the Picasso and Miró Museums in Barcelona,” International Journal of Tourism Research, vol. 19, no. 2, pp. 246-256, 2017.
[18] X. He, L. Su, and S. R. Swanson, “The service quality to subjective well-being of Chinese tourists connection: A model with replications,” Current Issues in Tourism, vol. 23, no. 16, pp. 2076-2092, 2020.
[19] Y. Apriliandini, and R. Ismariati, “Connecting identity and image of city branding in Kota tua (Old city) Jakarta,” IBIMA Business Review, 2019, pp. 1-10.
[20] A. Maulina, I. Sukoco, B. Hermanto, N. Kostini, N. F. Rahmawati, and H. Hartono, “Oud Batavia as a heritage site within Jakarta: Tourist revisit intentions,” Turyzm/Tourism, vol. 34, no. 1, pp. 135-145, 2024.
[21] B. A. Setiono, and S. Hidayat, “Influence of service quality with the dimensions of reliability, responsiveness, assurance, empathy and tangibles on customer satisfaction,” International Journal of Economics, Business and Management Research, vol. 6, no. 9, pp. 330-341, 2022.
[22] J. Murray, J. Elms, and M. Curran, “Examining empathy and responsiveness in a high-service context,” International Journal of Retail & Distribution Management, vol. 47, no. 12, pp. 1364-1378, 2019.
[23] S. N. Yeong, D. Knox, and G. Prabhakar, “Customer satisfaction and loyalty in Malaysian resort hotels: the role of empathy, reliability and tangible dimensions of service quality,” International Journal of Services and Operations Management., vol. 41, no. 4, pp. 444-462, 2022.
[24] M. N. Khuong, N. T. Minh Phuong, and T. N. Hoang Phuong, “Green Innovation Practices and Guests’ Return Intention: Mediating Roles of Green Image, Guest’s Positive Mood and Satisfaction,” SAGE Open, vol. 15, no. 2, 2015.