Tourism Innovation and Service Quality in Agrotourism Heritage : A Case Study of Wisata Kampung Belgia, Perumda Kahyangan Jember

Abstract

Tourism innovation and service quality are increasingly important aspects for destinations in increasing competitiveness in the global tourism market. This study examines the development of Belgian Village Tourism in PERUMDA Kahyangan Jember as a tourism innovation that combines agro-heritage with improving service quality. Using a qualitative case study approach, this research is sourced from participatory observations, press releases, project documentation, and conceptual frameworks for tourism development. The results of the analysis show that Kampung Belgia represents a unique innovation in Indonesian tourism through the rebranding of plantation heritage into an internationally oriented attraction. The dimension of service quality is analyzed through visitor experience, facility readiness, digital promotion, and community involvement. The findings indicate that although innovation has increased the visibility and attractiveness of destinations, there are still challenges in maintaining service consistency, capacity building, and compliance with international standards. This study contributes to the literature on tourism innovation and service quality by providing insights from the agro-heritage tourism model that is developing in East Java, Indonesia.

Keywords: Tourism innovation; service quality; heritage tourism; agrotourism; Belgian Village; East Java;