Optimization of Online Tourism Ticket Services Based on Website by the Dinas Kebudayaan, Kepemudaan, dan Olahraga, serta Pariwisata Kota Surabaya City at UPTD THP Kenjeran

Abstract

Optimization of Service Quality at Taman Hiburan Pantai (THP) through the Implementation of a Website-Based Tourism Ticketing System Managed by the Department of Culture, Youth, Sports, and Tourism of Surabaya City. The main goal of implementing this website-based service is to enhance service efficiency, simplify visitor access to ticket purchases, and improve the quality of tourism services at Kenjeran Beach. The system is expected to reduce queues at physical ticket counters, provide transparency in ticket management, and enhance the overall tourism experience. To thoroughly analyze the optimization of online ticketing services, this study uses the public policy implementation theory by Merilee S. Grindle (1980). Grindle outlines six variables that influence the success or failure of policy implementation, namely policy standards and objectives, resources, inter-organizational relations, characteristics of implementing agents, economic, social, and political environmental conditions, and the disposition of implementers. The results show that although the online ticketing service has made improvements in several aspects, there are still challenges related to human resource readiness and technological infrastructure that need to be addressed to achieve full optimization.