Perancangan Standar Operasional Prosedur Pemanduan Wisata di Desa Wisata Ciderum Kabupaten Bogor

Abstract

Pelayanan pemanduan wisata berperan penting dalam menciptakan pengalaman wisata yang berkualitas. Desa Wisata Ciderum telah melaksanakan kegiatan pemanduan, namun belum memiliki SOP tertulis sebagai pedoman pelayanan. Penelitian ini bertujuan mengidentifikasi kondisi pemanduan yang ada serta menganalisis persepsi dan preferensi wisatawan terhadap pelayanan pemanduan. Metode yang digunakan adalah mixed methods melalui observasi, wawancara, dokumentasi, dan penyebaran kuesioner kepada 100 wisatawan. Hasil penelitian menunjukkan bahwa kegiatan pemanduan telah mencakup tahap persiapan, pelaksanaan, dan evaluasi, tetapi belum terstandar secara optimal karena tidak adanya SOP tertulis. Penilaian wisatawan tertinggi terdapat pada aspek pengetahuan dan informasi, sedangkan terendah pada aspek penampilan dan kesan. Wisatawan mengharapkan pelayanan yang informatif, komunikatif, responsif, aman, dan nyaman. Temuan ini menjadi dasar penyusunan SOP pemanduan wisata untuk meningkatkan kualitas, konsistensi, dan profesionalitas pelayanan di Desa Wisata Ciderum.

Tour guiding services play an important role in creating high-quality tourism experiences. Ciderum Tourism Village has implemented tour guiding activities; however, it has not yet established written Standard Operating Procedures (SOPs) as service guidelines. This study aims to identify the existing conditions of tour guiding services and analyze tourists’ perceptions and preferences regarding these services. The research used a mixed-methods approach through observation, interviews, documentation, and questionnaires distributed to 100 tourists. The results show that tour guiding activities have covered the preparation, implementation, and evaluation stages, but they are not yet optimally standardized due to the absence of written SOPs. The highest tourist assessment was found in the knowledge and information aspect, while the lowest was in appearance and impression. Tourists expect services that are informative, communicative, responsive, safe, and comfortable. These findings serve as a basis for developing tour guiding SOPs to improve the quality, consistency, and professionalism of services in Ciderum Tourism Village.