Dr. Diena M. Lemy, A. Par., M.M
Dr. Diena is Chairperson and lecturer of Pelita
Harapan School of Hospitality and Tourism.
Dr. Diena is also General Secretary of
HILDIKTIPARI (Association of Indonesian Tourism
Tertiary Education Institution) and the Assessor
for National Board of Accreditation for Higher
Education.
She Involved a lot in the development of
Sustainable Tourism Destination Standard
initiated by Indonesia Ministry of Tourism and
she is very active in doing research in the area of
tourism, hospitality and service management.
Challenges of
Tourism
Development
and Quality of
Services
(Indonesia)
Dr. Diena M. Lemy, A.Par., MM.
(Chairperson of Pelita Harapan
School of Hospitality & Tourism
and General Secretary of
HILDIKTIPARI)
CONTENT
– The Growth of Tourism in Indonesia
– The Increasing Demand for Tourism Products with
High Service Quality
– The Strategies
– The Challenges
– Recommendations
The Growth of
Tourism in Indonesia
No
2013 2014 2015
Type of Commodityvalue
(million US$)Type of Commodity
value
(million US$)Type of Commodity
value
(million US$)
1 Oil and natural gas 32,633.2 Oil and natural gas 30,318.8 Oil and natural gas 18,906.7
2 Coal 24,501.4 Coal 20,819.3 Coal 16,359.6
3 Palm oil 15,839.1 Palm oil 17,464.9 Palm oil 15,485.0
4 Tourism 10,054.1 Tourism 11,166.3 Tourism 11,629.9
5 Processed Rubbered 9,316.6 Garment 7,450.9 Garment 7,340.5
6 Garment 7,501.0 Processed Rubbered 7,021.7 Processed food 6,351.2
7 Electrical tools 6,418.6 Processed food 6,486.8 Processed Rubbered 5,997.4
8 Processed food 5,434.8 Electrical tools 6,259.1 Electrical tools 5,713.3
9 Textile 5,293.6 Textile 5,379.7 Textile 5,048.8
10 Paper 3,802.2 Processed wood 3,914.1 Paper 3,647.5
11 Processed wood 3,514.5 Chemical 3,853.7 Processed wood 3,448.9
12 Chemical 3,501.6 Paper 3,780.0 Chemical 2,871.7
Sumber : BPS dan Pusdatin Kemenpar, 2015 (estimasi)
Indonesia Foreign Exchange Earnings
Based On The Commodity
Sumber : Pusdatin Kemenpar, 2014
FOREIGN EXCHANGE EARNINGS PROJECTION FROM MAIN SECTOR IN INDONESIAN ECONOMY
“ Year 2020, tourism sector will be main earnings for Indonesia foreign exchange”
0
5000
10000
15000
20000
25000
2015 2016 2017 2018 2019
Gas
Coal
Tourism
Palm Oil
Ruber
INDONESIA FOREIGN EXCHANGE EARNINGS
7
Source: UNWTO World Tourism Barometer January 2016
Foreign Tourists Performance 2015
ASEAN growth 5,1 %
Global growth 4,4 %
Indonesian growth 10,3 %
TOURISM CURRENT CONDITION AND
TARGET IN 2019
2013 2014 2015 2016 2017 2018 2019
Contribution to National
GDP
9,2% or
around
Rp. 841,4 B
9,3% or
around
Rp. 946,9 B
10% 11% 13% 14% 15%
Devisa (trillion Rp) 110,5 133,9 144 172,8 182 223 275
Number of Workforce
(million people)9,6 9,8 11,3 11,7 12,4 12,7 13,0
Competitiveness Index
(WEF)#70 n.a #50 n.a #40 n.a #30
Foreign Tourist (million
visit)8,8 9,4 10,4 12 15 17 20
Local Tourist (million
visit)250 251 255 260 265 270 275
Notes:
• For year 2013 and 2014, the data were real number, meanwhile for year 2015 – 2019 the data were taken from
Strategic Plan (renstra) Ministry of Tourism 2015 – 2019.
• Tourism contribution to national GDP, for year 2013 and 2014 based in publication by Travel and Tourism Economic
Impact 2015 Indonesia (WTTC)
• Tourism competitiveness index, the evaluation held once every 2 year by World Economic Forum (WEF)
MA
CR
OM
ICR
O
8
The Increasing Demand for
Tourism Products with High
Service Quality
Spatial EntityEconomics/
Business
Entity
Social Culture
Entity
Ecological
and
Environment
Entity
TOURISM DESTINATION
ENTITYProduction base of creating
experiences, quality of resources and
quality of life
Uniqueness/Authenticy/
Originality, Locality,
Point of Difference,
Sense of Place
10
Sustainable Tourism Destination Entities:Sense Of Place
DEVELOPMENT CONCEPT:
National Tourism Destination (DPN)/National Strategic Tourism
Area (KSPN) Toward Sustainable Development
In Tourism
1) Center of Tourism Economic Growth
2) Center of Tourism Gravity
(Hub & Distribution)
3) Tourism Ecosystem Area
(Tourism Value Chains, Linkage &
Vertical/Horizontal/Diagonal Clusters)
11
•Goals:• Size / Magnitude
• Sustainability Growth
• Spread
CRITICAL SUCCESS FACTOR FOR DEVELOPING
DESTINATIONS
Scale Capacity Complexity Synergy
17
Sustainable Tourism Ecosystem:
Transformation To Quality of Tourism
SUPPLY DEMANDSUPPLY DEMANDFlora
Fauna
Human
Natural
resources
Land
Flora
Fauna
Human
Natural
resources
Land
Ecosystem (Ecology)
Ecosystem (Business)
Ecosystem (Tourism)
Sport
Travel
Servi-ce
Culture
Lodg-
ing &
Food
MICE
Nature
,Sun &
Beach
Tour
-ism
DNA
Tourism
Investment
Promotion
Infra
structu
re
En
vir
on
me
nta
l
Su
sta
ina
bil
ity
Sport
Travel
Servi-ce
Culture
Lodg-
ing &
Food
MICE
Nature
,Sun &
Beach
Tour
-ism
DNA
Tourism
Investment
Promotion
Infra
structu
re
En
vir
on
me
nta
l
Su
sta
ina
bil
ity
Ecology:
1. Value Chain
2. Network
3. Fittest for the
4. Nature balance
Business:
1. Profit making
2. Living-win
3. Supply – demand
4. Business balance
Values: Economics, Aesthetics, Ethics, Values balance
Characteristics: harmonious, convergence, linkage
Source: preparations of various references , Teguh, 2016
The Strategies
Trained/experience person
il
CERTIFICATION OF COMPETENCY
LISENCING OF
LSP (PCB)
DEVELOPMENT
OF
CERTIFICATION
BODIES
QUALITY CONTORL AND
ASSURANVCE
HARMONIZATIO
N OF
CERTIFICATION
ICT DEVELOPMENT FOR
CERTIFICATION
NATIONAL PROFESSIONAL CERTIFICATION
SYSTEM
PROFES
SIONAL
COMPET
ENT AND
RECOGNI
ZED
ProfesionalAssociationIndustry
Association
BKSP
MINISTR
Y/CA
PCBAssessment
Venue
PCB
Personel
TOURISM HR BASIC TRAINING
TARGET FULFILLMENT(UNTIL 1 AUGUST 2016)
MONTHS JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC TOTAL
Main
Destination200 800 1000 450 2.450
Priority
Destination0 800 400 200 400 200 2.000
Special and
Regular
Destination
900 850 2050 1400 650 900 6750
Total 1100 2.450 3.450 1.600 1050 1550 10.850
Target : 17.600 person
Fulfillment : 10.850 person (61,64%) - until 1 August 2016
Notes :
1. 6.750 person target to finish the basic training on Oct 2016
2. 30 marine tourism including on the main destination, priority, and
regular.
Indonesian Qualification Framework
The Challenges
Problems in Indonesia’s Tourism
The Main Source of Tourism Problems
Super and
infrastructure
Super and
infrastructure
Human
Resources
Communication
& Publication
Communication
& Publication
Regulation
and Policy
Regulation
and PolicyITIT SocietySociety
Accessibility
Unprepared
destination’s super and
infrastructure
Negative
destination
image
The discrepancy between
the policy and its
implementation
No conducive
atmosphere
for business
Safety, hygiene and
sanitation in the
destination
The society are not
well prepared to
received tourists
Weak
coordination
Lack of contribution
and participation of
the local business
Degradation
of
Environment
Low number of
investment
Low Tourism service
quality
Connectivity
Appearing Problems
InvestmentInvestment
The Travel & Tourism
Competitiveness Index
2015
Rank
(out of 141)
Score
(1-7)
Travel & Tourism Competitiveness Index 50 4,04Enabling Environment 80 4,46
Business Environment 63 4,48
Safety and Security 83 5,16
Health and Hygiene 109 4,24
Human Resources and Labour Market 53 4,7
ICT Readiness 85 3,73
T&T Policy and Enabling Conditions 9 4,59
Prioritization of Travel & Tourism 15 5,61
International Openness 55 3,55
Price Competitiveness 3 6,11
Environmental Sustainability 134 3,11
Infrastructure 75 3,38
Air Transport Infrastructure 39 3,81
Ground and Port Infrastructure 77 3,27
Tourist Service Infrastructure 101 3,07
Natural and Cultural Resources 17 3,74
Natural Resources 19 4,36
Cultural Resources and Business Travel 25 3,12
For Human Resources :
Indonesia hold rank 53from 141
22
The Geographical Condition of Indonesia
– The gap of level of competence amongst tourism
human resources in the big cities and the more
remote destinations.
– This gap is affecting the tourism service quality.
Problems and Challenges (SKKNI –
Indonesian National Work Competency
Standard
• Acceleration between the curriculum design with the SKKNI, ACCSTP, CATC.
• Place for practice that represent the workplace (simulated / real workplace).
• Developing the standard, curriculum, and certification scheme, qualification and occupation for variety tourism sector like spa, MICE, etc.
• Helping the tourism business to fulfilled and obey the tourism business standard.
• Quality Assurance: ASEAN Guiding Principles for Quality Assurance and Recognition of Competency Certification Systems.
• Language Barrier - English
Problems and Challenges (KKNI / IQF –
Indonesian Qualification Framework
• Infrastructure and facilities support constraint in tourism education
institution.
• Budget constraint for developing tourism education institutions.
• There are no coordination between government institutions, local
government and the tourism stakeholder.
• There are no mapping regarding the conditions of the human
resources demand in tourism industry.
Recommendations
STRONG COMMITMENTS BETWEEN THE GOVERNMENTS
AND THE RELATED STAKHOLDERS IN:
• Accelerating the certification process of tourism
professionals
• Facilitating the opening of First Party Certification Body
(LSP 1) in Tourism Higher Education.
• Preparing the mapping of tourism industry demand and
supply in order to identify the tourism industry needs
(quantity and quality) from the vocational education
institution.
Recommendations
• Enforcing the IQF implementation so that the subject
teach at the education institution will be comply with the
needs of tourism industry.
• Providing infrastructure and facilities in tourism
education institution throughout Indonesia.
• Providing the opportunity of capacity building for tourism
educators.
Recommendations
References
– Presentation by Prof. Dr. H.M. Ahman Sya: STRATEGI PENGEMBANGAN SDM DAN KELEMBAGAAN
KEPARIWISATAAN (Untuk mencapai 12 juta Wisman dan 260 juta Wisnus tahun 2016) in National
Coordination Meeting of Indonesian Tourism Higher Education, Bali 2016.
– Presentation by Ferdiansyah, SE,MM: PELUANG DAN TANTANGAN PARIWISATA INDONESIA in National
Coordination Meeting of Indonesian Tourism Higher Education, Bali 2016.
– Presentation by Dr. Wisnu Bawa Tarunajaya, SE. MM: SERTIFIKASI KOMPETENSI MANDIRI MELALUI
KERJASAMA ANTARA LSP, ASOSIASI PROFESI, PERGURUAN TINGGI DAN KEMENTERIAN PARIWISATA in
National Coordination Meeting of Indonesian Tourism Higher Education, Bali 2016.
– Presentation by Dr. Frans Teguh: PENGEMBANGAN DESTINASI DAN INDUSTRI PARIWISATA in National
Coordination Meeting of Indonesian Tourism Higher Education, Bali 2016.
– Presentation by Ir. Surono, Mphil: PERAN AKTIF PERGURUAN TINGGI PARIWISATA DALAM PENCAPAIAN
TARGET 20 JUTA KUNJUNGAN WISMAN 2019 in National Coordination Meeting of Indonesian Tourism
Higher Education, Bali 2016.
– Presentation by Dr. Megawati Santoso: ASEAN QUALIFICATIONS REFERENCING FRAMEWORK, 2013
Thank you