DEVELOPMENT MODEL OF COMMUNITY TOURISM SERVICE QUALITY BASED ON SOCIAL CAPITAL IN LAKE TOBA NORTH SUMATERA

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1 International Journal of Civil Engineering and Technology (IJCIET) Volume 9, Issue 11, November 2018, pp , Article ID: IJCIET_09_11_138 Available online at ISSN Print: and ISSN Online: IAEME PublicationScopus Indexed DEVELOPMENT MODEL OF COMMUNITY TOURISM SERVICE QUALITY BASED ON SOCIAL CAPITAL IN LAKE TOBA NORTH SUMATERA Erika Revida, Asima Yanti S Siahaan and Alwi Hashim Batu Bara Public Administration Departement Universitas Sumatera Utara Sukarman Purba Educational Management, Universitas Negeri Medan ABSTRACT This study aimed to analyze the influence of the implementation of social capital on the quality of community tourism services, and the influence of development model of community tourism service based on social capital on the quality of community tourism service in Lake Toba, North Sumatra. The research method used combination between quantitative and qualitative research. The research respondents were tourists who came and stayed and the community in the four tourist sites around Lake Toba, North Sumatra, namely Simalungun, Toba Samosir, Samosir and Humbang Hasundutan. The results of the study conclude first, there was a positive and significant influence between the implementation of social capital on the quality of community tourism services, and second, there was a positive and significant influence between the development model of the quality of community tourism services based on social capital on the quality of community tourism services in Lake Toba, North Sumatra. Furthermore, for the implementation of social capital the most influential on the quality of community tourism services was disposition, followed by communication, resources and bureaucratic structures while for indicators of social capital sense of belonging indicator was the most influential on the quality of community tourism services followed by trust, networking and norms. Keywords: Development Model, Quality of Community Service, Tourism Service, and Social Capital. Cite this Article: Erika Revida, Asima Yanti S Siahaan, Alwi Hashim Batu Bara and Sukarman Purba, Development Model of Community Tourism Service Quality Based on Social Capital in Lake Toba North Sumatera, International Journal of Civil Engineering and Technology, 9(11), 2018, pp editor@iaeme.com

2 Erika Revida, Asima Yanti S Siahaan, Alwi Hashim Batu Bara and Sukarman Purba 1. INTRODUCTION In Law No. 10 of stated that the purpose of tourism development is to increase economic growth, improve people's welfare, eradicate poverty, overcome unemployment, preserve nature, the environment and resources, promote culture, elevate the nation's image, foster a sense of love for the country, strengthen national identity and unity, and strengthen friendship between nations. Lake Toba North Sumatra as one of the 10 (ten) objects of tourism destination that has been announced by Mr. Jokowi so that needs to improve in quality, especially the quality of community tourism services. The community around Lake Toba in North Sumatra have a very important role in maintaining and preserving Lake Toba in North Sumatera. Spillane (2003) 2 stated that tourism had a potential to increase local revenue, creating new employment opportunities that will tackle increasingly high unemployment. Therefore, improving the quality of community tourism services based on social capital was a significant and decisive for research and improvement. Utari (2011) 3 stated that social capital has been seen a role in the development of community and as the key to success. In addition, social capital was one of the interesting, significant and very strategic issues and determines in improving the quality of community tourism services, especially since the economic downturn and the prolonged crisis in the reform era Thus, improving the quality of community tourism service based on social capital in Lake Toba North Sumatra is an absolute necessity by the community, private and the government in order to enhance tourism sector, economy of the community, regions and countries. But in fact, according to the preliminary survey conducted showed that the community around the Lake Toba North Sumatra had not provided tourism services based on social capital. Tourism services provided to tourists were not in accordance with the wishes of tourists. This is the reasons to do research with the title "Development Model of Community Tourism Service Based on Social Capital In Lake Toba North Sumatera". The purpose of this study were to analyze the influence of the implementation of the development model of the quality of community tourism service based on social capital, and to analyze the influence of social capital on the quality of community tourism services in Lake Toba North Sumatra. 2. LITERATURE REVIEW Policy implementation is one of the stages of public policy. The success of the public policy is highly dependent on the implementation of its policies. Thus, policy implementation determines the success of a policy in achieving its objectives. Therefore the study of policy implementation becomes important and decisive. Edward III (1980) 4 emphasized the main problem of public administration was lack of attention to implementation. Edward III (1980)4 also stated "without effective implementation of the decree of policy makers, it will not be carried out successfully". Edward III (1980) 4 declared four main policy implementation, namely communication, resources, disposition or attitudes, and bureaucratic structures. Communication was concern how policies communicated to organizations or the private and community. Resources regarding the availability of supporting resources such as natural resources, finance and human resources. Disposition relates to the willingness of implementers to carry out public policy, skills alone are not sufficient, without willingness and commitment to implement policies. The bureaucratic structure relates to the suitability of bureaucratic organizations which the organizers of public policy implementation editor@iaeme.com

3 Development Model of Community Tourism Service Quality Based on Social Capital in Lake Toba North Sumatera Putnam (1995) 5 stated that social capital were trust, norms and networks. Putnam (1995) 5 further added that a nation that has high social capital will tend to be more efficient and effective in carrying out various policies to prosper and advance the lives of its community and vice versa. The community believes that the government and all other elements of society will jointly improve the quality of tourism services in Lake Toba, North Sumatra. Norms consist of understandings, values, hopes and goals that were believed and carried out jointly by a group of people. The quality of community tourism service based on social capital norms is tourism services carried out by the community based on norms, regulations that apply in community. The quality of community tourism services based on networking is the existence of social relations between one person, one community group with other people or other community groups. The quality of community tourism service based on sense of belonging is a feeling of belonging to something whether it's area or goods. The most important thing in increasing sense of belonging is to foster feelings of respect, needed and accepted by others and their environment. Thus the people who have a good social capital sense of belonging, there will be a high sense of responsibility towards their obligations and willingness to sacrifice and be responsible for their duties and obligations. Thus the people who have a good sense of belonging will take care of and preserve, be responsible and have high loyalty towards the progress of Lake Toba North Sumatra by providing the best quality of tourism services to tourists. 3. RESEARCH METHOD This study used combined between quantitative and qualitative research. The sample of the study were 200 people consisting of tourists who came to visit and stay around tourist sites in 4 (four) tourist areas namely Simalungun, Toba Samosir, Samosir, and Humbang Hasundutan Regency and community who have hotels or other lodging, food and beverage, transportation, souvenir shops, craftsmen, driver services, and fruit and vegetable traders. The sampling technique used by snowball sampling. Data collection was done through documentation studies, both closed and open research instruments, interviews, focus group discussions and observation. The data analysis technique used were descriptive statistics, multiple linear regression analysis, data organization, data reduction and data interpretation and draw research conclusions on the results of the study. 4. RESULT AND DISCUSSION 4.1. The Influence of the Implementation of Social Capital on the Quality of Community Tourism Services in Lake Toba North Sumatra The influence of the implementation of Social Capital on the Quality of Community Tourism Services in Lake Toba North Sumatra could be seen in the following table. Table 1 Coefficient of Regression Equation Ŷ = 26,69 + 0,28X 1 Model Unstandardized Coefficients B Std. Error Beta Standardized Coefficients t Sig. (Constant) Social Capital a. Dependent Variable: Community Tourism Service editor@iaeme.com

4 Erika Revida, Asima Yanti S Siahaan, Alwi Hashim Batu Bara and Sukarman Purba From table 1, it can be stated that the research hypothesis was accepted. Thus there was the influence of implementing social capital on the quality of community tourism services in Lake Toba, North Sumatra. The magnitude of the determination coefficient is calculated through ryx 2 = (0,620) 2 x 100 % = 38, 44 %. It means that there were 38.44% variations in the quality of community tourism services that can be explained by variations in the implementation of social capital. The direct contribution of each indicator of implementation of social capital on the quality of community tourism services was presented in the following table. Table 2 the Summary of Direct Donations for Each Indicator of Social Capital Implementation on the Quality of Community Tourism Services in Lake Toba North Sumatera.Indicator Influence Direct Donations Rank Communication 0,302 (0,302) 2 x 100 % = 9,12 % 2 Disposition 0,381 (0,381) 2 x 100 % = 14,52 % 1 Resources 0,167 (0,167) 2 x 100 % = 2,79 % 3 Bureaucratic Structure 0,119 (0,119) 2 x 100 % = 1,42 % 4 From the table above, it can be seen from the four indicators of the implementation of social capital, it turns out that the stronger factor influencing the Quality of Tourism Services is the Disposition factor, followed by Communication, Resources, and Bureaucratic Structure. The results showed that there was an influence between the implementation of social capital on the quality of community tourism services in Lake Toba, North Sumatra. This could be accepted by common sense, considering that social capital was a value, a guideline that becomes the basis of society in daily behavior, including in providing quality tourism services The Influence of Development Model of Community Tourism Service Quality Based on Social Capital on the Quality of Community Tourism Services in Lake Toba, North Sumatra Hypothesis testing there was a positive and significant influence between Social Capital on the Quality of Community Tourism Service could be seen in the following table. 1 Model Table 3 Coefficient of Regression Equation Ŷ = 53,41 + 0,29X Unstandardized Coefficients B Std. Error Beta Standardized Coefficients t Sig. (Constant) Social Capital a. Dependent Variable: Quality of Community Tourism Service The calculation result of the correlation coefficient ryx = 0,568. When compared with the rtabel at α = 0, 05 was 0,159 and at α = 0, 01 was 0,210. This showed that the hypothesis was accepted, namely there was a positive and significant influence between the development models of the quality of tourism services based on social capital on the quality of community tourism services. The magnitude of the determination coefficient could be calculated ryx 2 = (0,568) 2 x 100 % = 32, 26 %. This means that 32.26% of the variation in the quality of editor@iaeme.com

5 Development Model of Community Tourism Service Quality Based on Social Capital in Lake Toba North Sumatera tourism services could be explained by variations in the development model of tourism service based on social capital, while the remaining 67.74% was determined by other variables. The direct contribution of each indicator of the development model of the quality of tourism service based on social capital on the quality of community tourism services was presented in the following table Table 4 Summary of Direct Donations for Each Indicator of the Development Model of Community Tourism Service Quality Based on Social Capital in Lake Toba, North Sumatra Indicator Influence Direct Influence Rank Trust 0,245 (0,245) 2 x 100 % = 6,00 % 2 Norms 0,167 (0,167) 2 x 100 % = 2,79 % 4 Sense of Belonging 0,289 (0,289) 2 x 100 % = 8,35 % 1 Networking 0,172 (0,172) 2 x 100 % = 2,96 % 3 From the table 4 above, it could be seen from the four indicators of the development model of the quality tourism service based on social capital, thetor of sense of belonging got the first place which had greater influence on the quality of community tourism services accompanied by trust, networking and norms. This was supported by Syahriar (2015) 6 that concluded social capital was an important in the management and development of tourism in the tourist attraction of Colo Kudus Regency. Next, Putnamm (1993) 5 stated that social capital consists of trust, norms and networking. The results of Revida's study (2017) 7 concluded that there was a positive and significant influence between social capital on the quality of community tourism services in Lake Toba Parapat, North Sumatra. This is supported by the results of the Revida study (2018) 8 concluding that social capital-based community participation can increase tourist visits in Lake Toba Parapat, North Sumatera. Furthermore, Revida (2018) 9 concluded that the Development Model of Community Tourism Service Based on Social Capital namely trust, norms, networking and sense of belonging. Based on the results of the study, the four sub-variables are significant towards the quality of community tourism services. The results showed that the sub-variable sense of belonging was first rank and followed by trust, networking, and norms. It means that how important sense of belonging to improve the quality of community tourism services. People who have a significant sense of belonging in their daily lives in Lake Toba in North Sumatera will tend to maintain, preserve and improve the quality of Lake Toba tourism in North Sumatra, also among others by providing quality tourism services and vice versa if the sense of belonging was not fostered in the lives of community in Lake Toba, North Sumatra, it can be estimated that the community will not provide the best for their area, even the worst effects can be damaging to exploit the quality of their environment. Therefore, sense of belonging of community in Lake Toba North Sumatra must be intensified, maintained and fostered in its sustainability, both through formal means, including in elementary schools, junior high schools, high schools to universities. In addition, through informal forums both in worship facilities, informal community meetings and so on carried out by leaders both the government as a formal leader and carried out by religious leaders, community leaders and educational figures and others were significant to foster and educate the community in Lake Toba, North Sumatra editor@iaeme.com

6 Erika Revida, Asima Yanti S Siahaan, Alwi Hashim Batu Bara and Sukarman Purba 5. CONCLUSION There is a positive and significant influence between the implementation of Social Capital on the quality of community tourism services in Lake Toba, North Sumatra. The most influential indicator of the implementation of social capital on the quality of tourism services in Lake Toba North Sumatra was the disposition, accompanied by communication, resources and bureaucratic structure. This shown that the implementation of dispositions, namely the commitment of the apparatus and society, was the most important element in realizing the quality of tourism services accompanied by communication, resources and bureaucratic structures. Therefore the local government and even the central government as the main actors of government and the community in Lake Toba North Sumatra need to increase their dispose (commitment) in building Lake Toba North Sumatera so that the community confident and trusting and will have an impact on improving the quality of community tourism services on Lake Toba North Sumatra. There was a positive and significant influence between development model of community tourism service based on social capital on the quality of community tourism service in Lake Toba North Sumatera. Based on the results shown that the social capital sense of belonging had a major role in realizing the quality of community tourism services followed by trust, networking, and norms. Based on the results of the study show that the social capital sense of belonging has a primary role accompanied by trust, networking, and norms. Therefore, sense of belonging needs to be improved both through the role of formal and informal education carried out by formal figures, namely educational figures, as well as informal leaders, namely religious leaders and community leaders and all elements of society in Lake Toba, North Sumatra. ACKNOWLEDGEMENT Directorate of Research and Community Service Directorate General Strengthening Research and Development of Research, Technology and Higher Education Ministry Indonesia funded this research in Therefore I would like to thank the Directorate of Research and Community Service Directorate General Strengthening Research and Development of Research, Technology and Higher Education Ministry of Indonesia and the Rector of Universities Sumatera Utara. REFERENCES [1] Undang-undang Nomor 10 Tahun 2009 Tentang Kepariwisataan. [2] Spillane, James J Ekonomi Pariwisata, sejarah, dan prospeknya. Yogjakarta : Kanisius. [3] Utari, Nyoman Vipriyanti Modal Sosial dan Pembangunan Wilayah: Mengkaji Success Story Pembangunan Di Bali. Malang: Universitas Brawijaya Press. [4] Edward III, George Public Policy Implementation. London England: Jai Press Inc. [5] Putnam, Robert D Social Capital. Pricenton : Pricenton University. [6] Syahriar, Galang Hendry Modal Sosial Dalam Pengelolaan dan Pengembangan Pariwisata Di Objek Wisata Colo Kabupaten Kudus.. Skripsi. Semarang : Fakultas Ekonomika dan Bisnis Universitas Diponegoro [7] Revida, Erika The Influence of Social Capital towards the Quality of Tourism Service At Lake Toba Parapat North Sumatera. Proceeding of Friendly City 4. From Research to Implementation for Better Sustainability. IOP Conference Series. Earth and Environmental Science 128 (2018) editor@iaeme.com

7 Development Model of Community Tourism Service Quality Based on Social Capital in Lake Toba North Sumatera [8] Revida, Erika Community Participation Based On Social Capital to Enhance Tourist Visit at Lake Toba Parapat North Sumatera. E3S Web of Conference (2018) CSSPO [9] Revida, Erika Model Pengembangan Kualitas Pelayanan Pariwisata Masyarakat Berbasis Modal Sosial Di Danau Toba Sumatera Utara. Laporan Penelitian. Medan: Universitas Sumatera Utara