786-ICOBAR-2025

In the travel and tourism industry, effective information management is a key factor in improving service quality and operational efficiency. PT. Tritama Jaya Wisata (TJW Tour & Travel) faces challenges in system integration, customer experience documentation, and business operation efficiency. The lack of a systematic knowledge management approach has led to difficulties in accessing existing company information, potentially hindering decision-making and service enhancement. This study aims to analyze the implementation of a Knowledge Management System (KMS) at TJW Tour & Travel and its impact on operational efficiency and service quality. The methods used include a literature review, interviews with management and staff, and analysis of historical operational data. The results show that KMS helps reduce information search time and improve standardization of procedures, leading to an approximately 18% increase in operational efficiency. Furthermore, internal surveys recorded a 15% increase in customer satisfaction scores. This research contributes to the literature on knowledge management in the tourism sector and provides strategic recommendations for TJW to optimize business digitalization, aligning with SDG 8 (Decent Work and Economic Growth) and SDG 9 (Industry, Innovation, and Infrastructure).