Applying Servicescape to the PDRI House renovation to support cultural tourism in West Sumatra

  • I Nengah Tela 
    Universitas Bunghatta
    Indonesia
  • Haryani
    Indonesia
  • Jonny Wongso
    Indonesia
  • raudhotuljannah
    Indonesia
  • Hendrino
    Indonesia

Abstract

This study examined the integration of servicescape and heritage conservation in renovating the Emergency Government of the Republic of Indonesia (PDRI) House to support cultural tourism development. A descriptive qualitative approach employed field observations, semi-structured interviews, and document analysis. Findings were interpreted using three servicescape dimensions and heritage conservation principles, with source triangulation. Building deterioration affected walls, ceilings, floors, roofing, and wooden components, highlighting conservation and safety concerns. Historical interpretation and visitor facilities also required improvement. The proposed Heritage Servicescape framework established four intervention priorities: structural safety, conservation of authentic attributes, environmental enhancement, and tourism experience development. Integrating servicescape principles with heritage conservation provides a conceptual framework for improving historical interpretation, visitor accessibility, and environmental quality while preserving architectural authenticity. Further empirical evaluation is required to establish its effectiveness in enhancing visitor satisfaction and sustainable cultural tourism development.

Keywords
  • Servicescape
  • Historic building renovation
  • PDRI House
  • Cultural tourism
  • Heritage conservation
Lisensing Information
Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

How to Cite
I Nengah Tela, Haryani, H., Jonny Wongso, raudhotuljannah, & Hendrino. (2026). Applying Servicescape to the PDRI House renovation to support cultural tourism in West Sumatra . Lentera Negeri, 7(1). https://doi.org/10.29210/994250
Endnote/Zotero/Mendeley (RIS) BibTeX
References
  1. Aryanti, D., Mohd Nor, O., Abd Rashid, M. S., Nasril, S., & Asmariati, R. (2022). Typology of Padang traditional house (Rantau Minangkabau) in Pauh, Padang. Planning Malaysia: Journal of the Malaysian Institute of Planners, 20(22), 145–156.
  2. Australia ICOMOS. (2013). The Burra Charter: The Australia ICOMOS charter for places of cultural significance. Australia ICOMOS Incorporated.
  3. Biran, A., Poria, Y., & Reichel, A. (2006). Heritage site management: The link between visitors’ pre-visit perceptions, motivations and expectations. Anatolia, 17(2), 279–304.
  4. Bitner, M. J. (1992). Servicescapes: The impact of physical surroundings on customers and employees. Journal of Marketing, 56(2), 57–71.
  5. Boyd, S. (2002). Cultural and heritage tourism in Canada: Opportunities, principles and challenges. Tourism and Hospitality Research, 3, 211–233.
  6. Chen, C.-F., & Chen, F.-S. (2010). Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists. Tourism Management, 31(1), 29–35.
  7. Chen, Z. (2022). Visualizing experiencescape – from the art of intangible cultural heritage. Current Issues in Tourism, 25(4), 559–578. https://doi.org/10.1080/13683500.2021.1892040
  8. Chhabra, D., Healy, R., & Sills, E. (2003). Staged authenticity and heritage tourism. Annals of Tourism Research, 30(3), 702–719.
  9. Dong, P., & Siu, N. Y. M. (2013). Servicescape elements, customer predispositions and service experience: The case of theme park visitors. Tourism Management, 36, 541–551.
  10. Hilmatiar, M. H. K. (2015). Pembentukan Pemerintahan Darurat Republik Indonesia tahun 1948–1949 dalam perspektif fiqh siyasah dan hukum tata negara. Al-Mazaahib: Jurnal Perbandingan Hukum, 3(1), 161–187. https://doi.org/10.14421/al-mazaahib.v3i1.1387
  11. Jansen-Verbeke, M., & van Rekom, J. (1996). Scanning museum visitors: Urban tourism marketing. Annals of Tourism Research, 23(2), 364–375. https://doi.org/10.1016/0160-7383(95)00076-3
  12. Kolar, T., & Žabkar, V. (2010). A consumer-based model of authenticity: An oxymoron or the foundation of cultural heritage marketing? Tourism Management, 31(5), 652–664.
  13. Light, D. (2017). Progress in dark tourism and thanatourism research: An uneasy relationship with heritage tourism. Tourism Management, 61, 275–301.
  14. Magee, R., & Gilmore, A. (2015). Heritage site management: From dark tourism to transformative service experience? The Service Industries Journal, 35(15–16), 898–917. https://doi.org/10.1080/02642069.2015.1090980
  15. Mari, M., & Poggesi, S. (2013). Servicescape cues and customer behavior: A systematic literature review and research agenda. The Service Industries Journal, 33(2), 171–199.
  16. Mat Radzuan, I. S., & Ahmad, Y. (2020). Analysing community perceptions on incentive strategies in safeguarding a Malay heritage village: The case of Kampung Morten, Melaka. Planning Malaysia, 18(12), 231–242. https://doi.org/10.21837/pm.v18i12.757
  17. Moscardo, G. (1996). Mindful visitors: Heritage and tourism. Annals of Tourism Research, 23(2), 376–397.
  18. Pareigis, J., Echeverri, P., & Edvardsson, B. (2012). Exploring internal mechanisms forming customer servicescape experiences. Journal of Service Management, 23(5), 677–695.
  19. Poria, Y., Butler, R., & Airey, D. (2003). The core of heritage tourism. Annals of Tourism Research, 30(1), 238–254.
  20. Poria, Y., Reichel, A., & Biran, A. (2006). The relationships between perceptions of the site and the motivations to visit among potential visitors to a heritage site. Journal of Travel Research, 44(3), 318–326.
  21. Poria, Y., Reichel, A., & Cohen, R. (2013). Tourists perceptions of World Heritage Site and its designation. Tourism Management, 35, 272–274.
  22. Republic of Indonesia. (2010). Undang-Undang Nomor 11 Tahun 2010 tentang Cagar Budaya [Law No. 11 of 2010 on Cultural Heritage].
  23. Richards, G. (2001). Cultural attractions and European tourism. CABI Publishing.
  24. Said, S. Y., Abdullah, N. S., & Ithnin, Z. (2017). The impact of heritage tourism to local culture and economy. Pertanika Journal of Social Sciences & Humanities, 25, 315–322.
  25. Tan, S. E., Aziz, Y. A., Khairil, W. A., & Zaiton, S. (2015). Linking servicescape, tourist satisfaction and overall tour guiding experience: The case of Taman Negara National Park, Malaysia. Pertanika Journal of Social Sciences & Humanities, 23, 33–48.
  26. Tela, I. N., Ghani, M. Z. A., Aryanti, D., Zaitul, & Ilona, D. (2024). Community support toward village-based tourism development in Indonesia. Journal of Design and Built Environment, Special Issue IV, 100–114. https://ejournal.um.edu.my/index.php/jdbe/article/view/55947
  27. Timothy, D. J. (2011). Cultural heritage and tourism: An introduction. Channel View Publications.
  28. Timothy, D. J., & Boyd, S. W. (2006). Heritage tourism in the 21st century: Valued traditions and new perspectives. Journal of Heritage Tourism, 1(1), 1–16. https://doi.org/10.1080/17438730608668462
  29. UNESCO. (2013). Managing cultural world heritage. UNESCO World Heritage Centre.
  30. UNESCO World Heritage Centre. (2011). Operational guidelines for the implementation of the World Heritage Convention. UNESCO.
  31. Wakefield, K. L., & Blodgett, J. G. (1996). The effect of the servicescape on customers’ behavioral intentions in leisure service settings. Journal of Services Marketing, 10(6), 45–61. https://doi.org/10.1108/08876049610148594
  32. Wang, F., Leung, X. Y., & Jiang, L. (2025). Cultural heritage-scape and tourists’ psychological well-being: A mixed-method study. Journal of Hospitality and Tourism Insights, 9(2), 1–20. https://doi.org/10.1108/JHTI-04-2025-0532
  33. Wang, N. (1999). Rethinking authenticity in tourism experience. Annals of Tourism Research, 26(2), 349–370.
  34. Yung, E. H. K., & Chan, E. H. W. (2012). Implementation challenges to the adaptive reuse of heritage buildings: Towards the goals of sustainable, low carbon cities. Habitat International, 36(3), 352–361.
  35. Zhou, G., Chen, W., & Wu, Y. (2022). Research on the effect of authenticity on revisit intention in heritage tourism. Frontiers in Psychology, 13, Article 883380. https://doi.org/10.3389/fpsyg.2022.883380

Similar Articles

1 2 3 4 > >> 

You may also start an advanced similarity search for this article.

Downloads

Pdf

Statistic

Abstract Views
: 39 times
Pdf
: 15 times