Fostering the Shopping Malls Accessibility to Encourage the

Sustainable Tourism

Nurul Sukma Lestari and Rachel Dyah Wiastuti

Hotel Management Department, Faculty of Economics & Communication, Bina Nusantara University, Jakarta,

Indonesia 11480

Keywords: Accessibility, Accessible, Accessible Tourism, Sustainable Tourism, Shopping Mall

Abstract: Shopping has emerged as one of the biggest expenditures in the tourism industry. Shopping malls represent

the main shopping site for an urban destination such as Jakarta. Moreover, the destination should continuously

provide not only a diverse place to shop, but also a convenience and accessible place for all to sustain the

tourism value. The aim of this study is to determine the shopping malls accessibility based on UNWTO

Accessible Tourism concept as a part of sustainable tourism. Data were gathered from direct field observation

and interview from January to June 2018. Jakarta Tourism Board official website was employed as references

to aside eight Jakarta shopping malls as research objects. The findings refine the shopping malls accessibility

based on six categories; parking area, signage, elevators, public telephones, public toilets and pricing. The

results reveal good compliance for pricing in term of no rising fee for the visitor with special requirements.

However, the public telephone is hardly found and a limited number of public toilets for children and disabled

are available. Therefore, this study contributes to providing added value information for tourism destination

to advance the shopping experience for tourist and visitor by constructing the shopping malls for everyone.

1 INTRODUCTION

Tourism is comprised of a wide range of activity such

as shopping (Choi, et al., 2016), that can be the main

activity in Urban Tourism. Shopping is considered as

one of the biggest tourism destination revenue

(Albayrak, et al., 2016). Some tourist even points out

shopping as their motivation to visit the destination

(Murphy, et al., 2010). To cater to the shopping

activity, shopping malls than comes as the priority

venue (LeHew & Wesley, 2007). The shopping mall

is public buildings that provide various goods and

services for everyone (Bashiti & Rahim, 2015).

Shopping malls and retailers have partnerships that

are beneficial for all parties (UNWTO, 2018), where

cities utilize shopping and retail experiences to

increase regional income, while shopping malls and

retailers also benefit from buying and selling

transaction (UNWTO, 2014). All tourism product and

facilities must fulfill the accessibility concept to be

enjoyed by all travelers in terms of age, gender and

the ability of each person (Wiastuti, et al., 2018),

including a shopping mall. In this term, the shopping

mall must comply with the concept of accessible

tourism that allows people with disabilities or not to

do tourist activities independently and with equity

and dignity (UNWTO, 2016).

People with special needs or people with

disability are a huge potential to become travelers and

will spend money on tourism (Souca, 2010). Data

also shows the growth of people with special needs is

higher than population growth worldwide (World

Tourism Organization and Fundación ACS, 2015).

Thus, able to cater to all people with special need with

all possible resources are also considered to maintain

tourism sustainability (D’Hond & Stevens, 2010).

Sustainable tourism is a tourism that not only thinks

about present value but also future value with less

negative impact for surroundings (Stoneking, 2018).

Meanwhile, though the shopping mall supports the

tourism destination and able to enhance the city

branding, shopping mall core aspect is a business

purpose.

Thus, providing accessibility can be a challenge

yet broaden more business opportunity in the future

(Chikuta, et al., 2019). Shopping mall eventually

should be able to be accessed by everyone despite any

limitation. The purpose of this study is to determine

the shopping malls accessibility based on UNWTO

Lestari, N. and Wiastuti, R.

Fostering the Shopping Malls Accessibility to Encourage the Sustainable Tourism.

DOI: 10.5220/0008434406130621

In Proceedings of the 2nd International Conference on Inclusive Business in the Changing World (ICIB 2019), pages 613-621

ISBN: 978-989-758-408-4

613

Accessible Tourism concept as a part of sustainable

tourism.

2 LITERATURE REVIEW

2.1 Tourism for All

Tourism for All means as a form of tourism that that

enables people with access requirements, including

mobility, vision, hearing and cognitive dimensions of

access, to function independently and with equity and

dignity through the delivery of universally designed

tourism products, services and environments

(UNWTO, 2016).Tourism plan designs and

developed leisure that can be enjoyed by everyone no

matter their physical, social or cultural conditions

(Alles & Teresa, 2007). Tourism for all is including

people with physical impairment including visual and

hearing, elderly people, temporary impairment,

travellers carrying luggage, pregnancy women, and

traveller with children especially using stroller

(ENAT, 2014). All people have the same right to be

able to enjoy all the services available in the tourism

business (Özogul & Baran, 2016)

2.2 Accessibility

The meaning of accessibility can be interpreted as

providing flexibility so that it can accommodate all

the needs and interests of each user (Valdes, 1998).

Accessibility in the United Nations is to ensure that

persons with disabilities can continue their activities

freely with their basic rights and participate equally

with others (UN, 2015).

2.3 Accessible Tourism

Accessible tourism means tourism can be accessed by

all who are disabled, an old person or temporarily

disabled or who value tourism facilities with easy

road access, and clear instructions (Souca, 2010).

Accessible tourism is a cooperation between all

parties that involved, and make sure that all people

with low mobility, visual impairments and hearing

impairments can continue their activities on their own

freely, equally and dignify through universal design

for tourism (Michopoulou, et al., 2015).

In stating accessible tourism must be based on

eight principles, namely (Michopoulou, et al., 2015):

(a) Respect for inherent dignity, individual

autonomy including the freedom to make one’s

own choices, and independence of persons; (b)

Non-discrimination; (c) Full and effective

participation and inclusion in society; (d) Respect

for difference and acceptance of persons with

disabilities as part of human diversity and

humanity; (e) Equality of opportunity; (f)

accessibility; (g) Equality between men and

women; and (h) Respect for the evolving

capacities of children with disabilities and respect

for the right of children with disabilities to

preserve their identities.

Common requirements accessibility for tourism

facilities and site are (World Tourism Organization

and Fundación ACS, 2015) : (a) Parking area: special

parking areas and specially designated set-down and

pick-up points should be available for the vehicles of

persons with reduced mobility bearing proper

identification as near to the entrance/ exit of the

building or sites as possible, and individual parking

spaces should be sufficiently large to enable

passengers with disabilities to move comfortably

between cars and wheelchairs and be situated so that

persons using wheelchairs, crutches or braces are not

compelled to move behind cars; (b) Signing: all

information should be clearly indicated and have an

accessible customer-service area reserved for use by

persons with reduced mobility and as near as possible

to the entrance, Announcements should be both visual

and acoustic, Accessible services and facilities should

be clearly indicated easily understood symbols; (c)

Elevator: In multi-storey structures an adequate

number of elevators should be large enough for a

person using a wheelchair to enter and turn easily, and

accommodate people with vision impairment; (d)

Public Telephones: Public telephones should be

designed and laid out for public use in such a way that

they can be used by everyone regardless of height,

mobility problems, or sensory problems; (e) Public

Toilets: Accessible toilet stalls and washbasins

should be installed at the same location as the

standard toilets; (f) Pricing: the price shall not give

rise to an increase in rates for customers with

disabilities.

2.4 Sustainable tourism

The definition of sustainable tourism by UNESCO is

tourism that respects and maintain the authenticity of

local culture, the environment of the local community

and travellers (Fien, et al., 2010). Sustainable tourism

participates in increasing regional income, create

economic development for the local environment and

open many job opportunities for the local community

(Halter & Randle, 2012). UNWTO set 17 Sustainable

Development Goals that linked to tourism (World

Tourism Organization and United Nations

ICIB 2019 - The 2nd International Conference on Inclusive Business in the Changing World

614

Development Programme, 2017). Sustainable

tourism is about refocusing things to maintain a

balance between boundaries and usages, so they can

adapt if there is a continuous change and keep on

planning and monitoring (Sustaining Tourism, 2014).

3 METHOD

This paper is categorized as descriptive research with

a qualitative approach to gather actual information of

the object (Soewadji, 2012). The object of this

research is shopping malls in Jakarta, that were

selected based on one measurement which is

shopping malls that were referred in the official

website of Jakarta Tourism and Cultural Board. As of

January 10

, 2018, there are eight shopping malls in

Jakarta. This data was slightly different from the data

retrieved in January 2019 that refereed 16 shopping

malls, with additional new malls and previous malls

remain the same. Table 1 refine the eight-shopping

mall as this research objects, which are later

abbreviated in the result and discussion section of this

paper.

Table 1: Research objects.

Shopping Malls

Abb

Location

Pasaraya Blok M

South Jakarta

Ciputra Mall

West Jakarta

Central Park Mall

West Jakarta

Pacific Place Mall

South Jakarta

Plaza Senayan Mall

South Jakarta

Senayan City Mall

South Jakarta

Plaza Indonesia Mall

Central Jakarta

Grand Indonesia Mall

Central Jakarta

Data were accumulated from observation and

interview within six months from January to June

2018. The observation was conducted as direct field

observation for all shopping malls listed in Table 1. It

required 18 to 25 hours or equivalent to two to three

days to accomplish observe one shopping mall

depends on the mall’s scale and size. The bigger the

malls the longer time required to be observed.

Observation guide and check list were developed as

an observation tool. The content of the guide and

check list can be classified into six parts; parking

area, signing, elevator, public telephones, public

toilet, and pricing.

In addition, documentation was carried out in the

same period with observations in the form of

photographs of the actual implementation or situation

and collected all related printed material from each

mall. Meanwhile, a structured interview was

conducted with shopping malls employee. One

shopping mall equal with minimum one employee in

the customer service department. Interview results

were recorded in the interview note. The result of the

observation, documentation and interview were then

collected and analyzed for further findings and

discussion.

4 RESULT AND DISCUSSION

4.1 Result

The result is explained in six sections refer to

common requirements accessibility; parking area,

signing, elevator, public telephones, public toilet and

pricing. Each shopping malls name will be

abbreviated refer to Table 1.

4.1.1 Parking Area

PR, CM, CP, PP, PS, SC and GI provide integrated

parking area for cars, motorcycle and bicycle under

mall’s management. In fact, disability and women

park are available in all malls with its location near

the entrance. In addition, all parking area is monitored

and secured by the mall's employee to ensure the

safety and any possible inquiry occurred. Car call

service is also available in most of the information

desk.

PR car parking area however divided into two

areas refer to the building structure that divided into

two building; Pasaraya Building A (West) and

Pasaraya Building B (East). Bicycle park located in

the East area. While East building complies the

accessibility, West building more likely show many

accessibility problems, especially in a vertical

movement that required a ramp for different surface

level.

CM parking area for motorcycle and bicycle are

in the same location. Though bicycle park will be free

of charge, the motorcycle still on an hourly basis. CM

is adjacent with Hotel Ciputra, thus share the same

parking area with no separation slot for the mall's

visitor or for hotel guest. However, during the hotel

event such as a wedding, there is a separation area

specified for hotel guest coming for the wedding

venue. In this case, the parking employee will secure

the area.

Similar to CM, CP is also adjacent to Pullman

Central Park Hotel. However, although both are

Fostering the Shopping Malls Accessibility to Encourage the Sustainable Tourism

615

located next to another and have the same designated

building for parking, the parking slot for hotel guest

and the mall's visitor are different. This is applied the

same to GI that adjacent to BCA Office Tower.

Signage is available to locate which parking is for the

mall's visitor and which one is not. Moreover, PP that

adjacent with Ritz Carlton Pacific Palace Hotel and

Residence also equipped with separated parking area.

CP is the only mall that provides bicycle park in

the main entrance area in just a few steps away from

main lobby Arjuna. CP also provide valet service that

locates in three points at Lumina Lobby, Laguna

Lobby and Lower Ground Mezzanine Floor and close

by from disable parking space.

PP parking area for motorcycle is located outside

the mall area and adjacent to other building within

walking distance from the nearest mall entrance. PS

provides only one point for valet service in Dining

Alley entrance. SC parking area for motorcycle 500cc

and above are located near the main entrance with

designated parking area. Signage for the eligible

motor category is written. Meanwhile, other

motorcycle category should be a park in other areas.

GI parking area for a car considers as the one that

pops up with the latest technology and service. Visitor

can choose to park their vehicle in the traditional

mode or in the new mode. Traditional mode means

visitor come to GI, enter the parking area, search for

the vacant park, and pay for the parking fee upon exit

from the mall. New mode means an online parking

reservation system called SMARK Parking. This way

assures visitor to get park slot confirmation even

before arriving without the need to go here and there

finding the slot.

To be able to use the new mode, the visitor must

download the SMARK Parking application in their

mobile. It can be downloaded from Google Play and

Apple Store. Afterword, the visitor must create an

account, log in and top up the credit balance. The apps

feature is friendly use. First is to check the parking

availability. Apps will show how many vacant park

slot availabilities in GI. Second is to do the

reservation. The visitor will be shown the booking

fee, the vehicle car number and input the promo code

if any. Once the booking is complete, the QR code

will be pop up. Upon arrival in the mall, a visitor

needs to enter the parking area and find the designated

SMARK Parking highlighted in blue color. Simply

scan the QR code in the park portal and visitor free to

park anywhere in the designated area. This new mode

indeed beneficial for a visitor, it is less real-time

update, time saving, cashless, and convenience

(Smark Indo Maxima, 2019). Meanwhile, a bicycle

park in GI locates in East Mall basement and West

Mall basement. Motorcycle park is only available at

West Mall basement.

Only PI that provided motorcycle park and

bicycle park outside of the mall and managed by other

parties apart from the mall's management. In other

words, PI does not provide both motorcycle and

bicycle park for the visitor. CM and PS are the only

malls that have parking in both landscape and

basement or building. Thus, bus parking area won’t

be a problem for both malls. Meanwhile, other malls

such as PR, CP, PP, SC, PI, GI equipped with only

basement or building parking space. This condition

becomes a constraint for a group visitor coming with

a big bus. Most of the time, all group visitor who

came by bus will be dropped in the main entrance.

4.1.2 Signing

PR, CM. CP, PP, PS, SC, PI, and GI equipped with

shopping mall brand name signage. The brand name

signage can be read from a distance with proper

identification. Information signage is written clearly,

can be seen clearly, in pictogram and words, mostly

in English. Information facilities can be classified

into two modes; one is information point without the

mall’s employee or called as self- service information

and the other one is information desk that secure by

the employee or normally called as a customer service

counter. All shopping malls provide customer

information desk located near the entrance. The

number of information desk may vary depends on

each mall. CM for example, has four main entrance;

South Lobby, West Lobby, East Lobby and North

Lobby, but only two information desks provided at

North Lobby and East Lobby. Thus, another entrance

remains no information desk. CP has three main

entrance; Lumina Lobby, Laguna Lobby and Sogo

Lobby, with another entrance that links to other parts

of Central Park Residence and Pullman Hotel.

Though, CP provides several information desks

located in Lower Ground Floor, Ground Floor,

Mezzanine Floor and L2 Floor. PS and PI called the

information desk as concierge desk. PS concierge is

right in front of the entrance of Level 1 only. While,

PI concierge locate in several points. Though the

information desk can only be found in several main

entrances at all shopping malls, other mall’s

employee such as security staff is available to assist

visitor for any inquiry occurred. By then, direct and

fast respond will be obtained as visitor problem

solving.

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Not only all shopping malls have an information

desk, but also an information point. This information

point is varied in its form and mode. PI, GI and PS for

example, provide information point in the form of

touch screen Internet Protocol Television (IPTV)

without audio and illuminated board located on every

floor near with escalator. SC has IPTV in front of

every elevator and illuminated board at every floor

near the escalator. CP, PR and PP have illuminated

board for visual content scattered in every floor. CP

has a phone booth information point located in every

floor thus visitor should be able to communicate

directly with the mall's employee. However, upon

observation the phone booth on several floors is not

working properly.

Signage to detect the toilet is available for all

shopping malls. It comes in the form of the pictogram

of male and female body shape. Only SC has the

signage in the form of a male and female bag. Other

than pictogram, toilet signage is equipped with the

written word in English, either for male or female.

Yet, PR has it in Bahasa Indonesia. Signage to detect

the emergency is also available, such as exit signage,

assembly point signage, emergency stairs signage,

and entry signage. It is written in English, located in

a visible place. Signage to detect the instruction such

as push and pull for the door is available for all

shopping malls.

Meanwhile, directory signage is scattered in

several mall's areas, either indoor or outdoor. This

directory mainly to locate the entrance, exit, toilet,

praying room, parking, information desk, information

point, ATM center, elevator, and escalator. Mostly

are equipped with pictogram and written in English.

All shopping malls use an acoustic announcement

in Bahasa Indonesia only. The announcement was

given refer to several timings within mall operational

hours. During the mall's opening hours, there is an

announcement to welcome all the visitor. During the

mall's operational hours, there is an announcement

about the latest event, the new tenant, the promotion

and sometime the missing child. During the mall's

closing hours, there is an announcement about the

remaining time left until the closing time. Thus, the

visitor has adequate time to estimate their time in the

mall.

4.1.3 Elevator

PR, CM, CP, PP, PS, SC, GI and PI provided elevator

as a facility of the malls. PR has four elevators in two

different locations. Two elevators located near the

parking park and two elevators located in the middle

of the mall with a big window design. Elevator

located near parking area with small size that can

accommodate baby stroller but not a wheelchair. The

position of the elevator is impossible for people with

a wheel chair to reach the elevator from the parking

area, because there is a horizontal movement obstacle

from the parking area to elevator location.

CM has four elevators, two located in the back

area of the mall and two elevators located in the

middle of the mall. Two elevators in the back area

started from lower ground level comply with steps to

reach the location. While, two elevators in the middle

started from the ground floor. The elevator is

designed with big window glasses with braille button.

CP has many elevators scattered in a different

location; main mall area and Tribeca Park area, equip

braille button with the large size for wheelchair and

baby stroller to enter and move freely. PS, GI, SC and

PI provide various elevator point equipped with a

button in braille mode. The elevators are wide enough

for a wheelchair and the stroller.

4.1.4 Public Telephone

There are no public telephones provided in all

shopping mall. A public telephone is only available

in CP in the form of an internal phone booth on each

floor. It called as internal due to its network that can

only be used to communicate to the customer service.

In another word, it cannot be used to make a phone

call to a mobile phone number or landline number.

The position of the phone booth is visible and easy to

locate, but unfortunately the mode is un adjustable

that might not suitable for all height of visitor, such

as children and person with a wheelchair.

4.1.5 Public Toilet

PR, CM, CP, PP, PS, SC, PI and GI equipped with a

public toilet. The eight-shopping mall's public toilets

are equipped with wash-basin, soap dispenser and

hand-dryer machine or a paper napkin.

PR has a public toilet in every floor located in the

back area of the mall. There is no disabled toilet. The

toilet has a narrow room consisting of a toilet, a trash

can and a tissue holder which is more often empty.

The room does not allow for wheelchairs to go inside.

For nursery room there is one located on the fifth floor

near the playground with the inadequate condition.

The floor is dirty, no tissue is available, the base for

the baby cot is dirty, the baby's room in general can

be said to be neglected. There are no children toilet

also.

CM public toilets are located on all floors, but not

all toilets are available for disability. The female and

male toilet is separated. CM has one nursery room on

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617

the first floor sponsored by Pigeon Company. The

room condition is well maintained, clean and neat.

The nursery room is furnished with a wash basin,

soap, hand dryer, baby box, water dispenser with

cold- hot water, sofa, chair, baby diapers table.

Various baby product is provided by Pigeon. In case

of emergency, telephone console is available,

connected to the information desk. Not only the

facilities, but also information related to the baby

such as breastfeeding and how to bathe a new-born

are accommodated. However, CM does not provide

children toilets.

CP public toilets are available only one on each

floor with only three cubicles in each toilet. The

female and male toilet is separated. Inside the toilet is

equipped with trash bins, tissue box that is fully

loaded, toilets, and a trash bin for sanitary disposal

There is no children toilet. Disabled toilets are

available adjacent to public toilets. But the toilet for a

disability which is on the ground floor is located at

the narrow alley, making it difficult for wheelchairs.

CP have one nursery room on every floor, sponsored

also by Pigeon Company. The nursery room is

furnished with a wash basin, trash bin for diapers, a

table with mattresses for changing baby diapers, and

a breast milk campaign on the wall.

PP public toilets are available two to three on each

floor. Each toilet has a different theme, equipped with

an automatic deodorizer, a wash basin that uses

automatic taps, foamy soap, and the latest hand dryer.

Inside the cubicle is an available toilet with flusher,

trash can and tissue box. As for male toilets, the urinal

has a sensor so that it can flush directly. PP provide

special design for children toilet; equipped with lower

height toilet and additional toilet seat portable for a

toddler. Toilets for disabled people are located

adjacent to public toilets. The room is wide enough,

to allow the wheelchair to move freely; equip with

wash basin and toilet bowl. Near the toilet bowl, a

hand rail made of iron is installed that can be used to

as a holding rail for any disable persons who come

without accompany. Nursery Room is located on

Level 3, available for public from and sponsored also

by Pigeon Company.

PS has four public toilets, three disabled toilets,

and two nursery rooms, on the first floor. On the

second floor there are two public toilets and two

nursery rooms. While on the third floor there is one

public toilet and one nursery room. P4 and P5 floors

have only one public toilet each. The dining alley area

has two public toilets. Specifically, the nursery room

on the third floor equips with a toilet bowl.

PI public toilets are available on each floor.

However, disable toilet can only be found on several

floors such as LB floor, second floor, and third floor.

Meanwhile, children toilet is provided on the first

floor and second floor. The last is nursery room;

available only on the first floor and second floor,

sponsored by Pigeon and equipped with some baby

amenities. In addition, GI provides not only public

toilet, children toilet, disabled toilet and nursery

room, but also drivers' room along with above public

hygiene mentioned. This is surprisingly different as

most shopping malls provide only simple drivers'

waiting area instead of comfortable and adequate

drivers' room. Pigeon collaborate with GI in

providing and setting up the nursery room.

4.1.6 Pricing

There is no additional charge for people with special

requirements to enter the shopping mall and to use all

the facilities. To cater to the family visitor with

children and people with walking difficulty, shopping

malls provide rental service for baby stroller and

wheelchair. It can be on a rental fee basis or

complimentary basis depends on the mall's

regulation. Though the amount of the baby stroller

and wheelchair is limited, the mall's management

requires no advanced reservation for this service.

PR does not provide wheelchairs or baby strollers

rental service. CM charge nothing for a visitor who

wants to rent wheelchairs or baby strollers. However,

the rental deposit is a must and cost approximately

IDR 150.000 to IDR 300.000 for one-time use, that

will be returned afterwards. CP charge nothing as

well for both rental service without the need for a

deposit. Visitor requires only to hand the valid ID

card upon rental that will be returned afterwards. PP,

PS, SC, PI and GI provides complimentary use for

baby strollers and wheelchair rental located in a

Concierge desk. Most of the baby stroller and

wheelchair can be obtained at one information desk

in each mall. Only GI that provides the service at two

information desk point since the mall’s structure is

divided into two building; east and west, thus each

building equipped with one rental service.

The price for baby room, nursery room, disable

toilet for all shopping malls is on a complimentary

basis. Though visitor may find some baby product

inside the baby room such as diapers, baby shop,

cotton bud, it is all provided for free with no

additional cost. No reservation required, simply go

show and use the facilities. It was unlocked, thus any

visitor able to enter freely.

The price for parking is varied depends on the

vehicle types and the service types. Car parking fee is

ranging from IDR 4.000 to 5.000 on an hourly basis.

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Motorcycle parking fee is ranging from IDR 1.000 to

2.000 on an hourly basis. Bus parking fee is ranging

from IDR 6.000 to 7.000 on an hourly basis. This

price is valid for whatever the car types, the

motorcycle types of the bus types. Although visitor

uses priority parking space such as female parking

area or disables parking area, the fee remains the

same. There is no additional fee adheres by the mall's

regulation to be able to use the female park and

disable park. The only difference if the only visitor

wants to use valet service or an online parking

reservation. Then additional fee will occur, ranging

from IDR 20.000 to 40.000 exclude the parking cost.

4.2 Discussion

Due to common requirements accessibility for

parking area, shopping malls indeed meet the

accessibility requirement in term of providing

designated drop off and pick up point and providing

a designated area for people with reduced mobility.

This is shown by the existence of a disable parking

slot and ladies parking slot; both are located near the

entrance. Not only providing with the facilities, but

most shopping mall suit the facilities with the

employee particularly responsible for it. The

employee secures the slot to ensure the right person

on the right slot. The parking space is wide enough

for people with a wheelchair to move around and

move forward.

Findings show that shopping malls provide a

parking area for various type of vehicles.

Unfortunately, not all vehicles park is integrated and

managed by the mall's management. For example, PI

does not provide motorcycle park, while PP and SC

do provide but locate outside the mall and join as a

parking space with other office building nearby. This

finding also related to market that diverse for every

mall. PI and PP are classified as high-end mall

compare to other six malls, thus visitor comes with

motorcycle does not become as the main

consideration. Motorcycle park is only crucial to cater

to the mall's employee or tenant's employee. On the

contrary, PR, CM and CP provide adequate

motorcycle park integrated with another parking and

managed by the mall's management. This show that

the mall's segmentation is not high- end market, thus

motorcycle park is provided either for a visitor or for

mall's or tenant's employee. The other concern is the

bicycle park available only in several malls. Another

facility related to parking space is the parking slot

information. SC and CP for example, provide a real-

time number of vacant parking slot before entering

the parking area, thus visitor can know the availability

in various space. While PR and CM do not have this

kind of technology so that visitor should self-

estimated the vacant slot.

Due to common requirements accessibility for

signing, shopping malls indeed meet the accessibility

requirement in term of providing clearly indicated

information and customer service area near the

entrance. This is shown by the existence of signage

for directory, emergency and precaution, and the

existence of customer service desk or information

desk or concierge desk. All information desk is

located a step away from the main entrance.

Moreover, the announcement is also presented in two

modes; visual and acoustic. The only downside is the

language barrier and the repetition for the

announcement, some are delivered in English, some

in Bahasa Indonesia, and some only be repeated once

or twice. Apart from the language barrier, most

signage equips with a symbol. However, some non-

universal symbol still can be found and minimum

braille symbol all around the places.

Due to common requirements accessibility for

elevator it does meet the accessibility requirement in

term of providing an elevator in multi-story structures

where an adequate number of elevators should be

large enough for a person using a wheelchair to enter

and turn easily and accommodate people with vision

impairment. This is shown by the existence of an

elevator in every mall. Before entering the elevator

there is a warning sign that mentions the elevator is a

priority for disable, older customer and person with a

baby stroller.

Findings show that shopping malls provide an

elevator with a different type of size, model and

accessibility appliance. Unfortunately, only a few

elevators have large compartment area so that

wheelchair can enter and turn easily in and out, as

well as braille that can be found only either outside or

inside the elevator area. However, CP, PP, PS, SC,

and PI are a good example in providing an elevator

that can cover the wheelchair and equip with braille

inside and outside the elevator area. Meanwhile, PR

and CM have narrow elevator area with no braille at

all. In addition, there is a barrier in term of horizontal

movement to reach the elevator from the waiting area

in front of the elevator.

Due to common requirements accessibility for

public telephones it does not meet the accessibility

requirement in term of providing a public phone

designed and laid out for public use in such a way that

can be used by everyone regardless of height,

mobility problems, or sensory problems. Finding

shows all shopping malls do not have a public phone.

Only CP has a phone booth for the visitor, located on

Fostering the Shopping Malls Accessibility to Encourage the Sustainable Tourism

619

each floor with un-adjustable height. A public phone

is important for the visitor who any inquiry,

emergency or even mobile phone obstacle, thus

visitor can get fast respond in any possible

circumstances without the need to go to the nearest

information desk.

Due to common requirements accessibility for

public toilets it does meet the accessibility

requirement in term of providing accessible toilet

stalls and washbasins at the same location as the

standard toilet. This is shown by the existence of

disable toilet located on the same floor with a

standard toilet, nursery room and children toilet.

Findings show that shopping malls provide public

toilet facilities vary in its number, size and design.

Some shopping mall provides disable toilet on each

floor, but some do not comply with the same. This is

similar to the nursery room and children toilet. Most

shopping malls collaborate with other company such

as Pigeon company in providing baby amenities

inside the nursery room. This collaboration brings

benefit for both Pigeon and shopping mall that

eventually lead to visitor satisfaction and promotion.

However, the toilet for standard male and female are

provided in all shopping malls on each floor. CP, PP,

PS, SC, GI and PI reveal good compliance in cater to

the disabled toilet in the same location with a standard

toilet. On the contrary, CM provides only one floor

for disabling toilet.

Due to common requirements accessibility for

pricing, no rising fees for using the special

requirement. Everyone is welcome to enter and to

visit the shopping malls despite their disability. In

addition, priority parking space for disable and

female are also free of charge. The only additional fee

if the only visitor decides to use valet service and

online parking reservation system, which are on an

optional basis. All public hygiene facilities are given

for free, either for male, female, children, disable and

nursery room.

5 CONCLUSIONS

Eight shopping malls in Jakarta as this research object

found to be good compliance of common

requirements accessibility refer to UNWTO

accessible tourism standards. There are rooms to be

improved and rooms that are well implemented

according to six accessible tourism categories;

parking area, signage, elevators, public telephones,

public toilets and pricing. Rooms to be improved are

public telephone and public hygiene facilities. While

parking area, signage, elevators, and pricing are

considered as implemented. However, there are some

accessible standards shopping malls must adhere such

as the existence of braille, obstacle in horizontal

movement with compliance in the visual

announcement. In conclusion, to encourage shopping

tourism sustainability, shopping venue such as

shopping mall are required to foster its accessibility

standards by providing the mall that can be accessed

by everyone. The more shopping mall is accessible

for all, the more visitor is willing to come and do

revisit intention. Shopping mall must not only

provide complete and adequate accessible facilities,

but most importantly to keep in continuously

improvement to meet the visitor demand, followed by

well trained staff to cater all the visitor inquiry.

Moreover, the destination should continuously

provide not only a diverse place to shop, but also a

convenience and accessible place for all to sustain the

tourism value.

ACKNOWLEDGEMENTS

This research was supported by BINUS Research

Grant 2018. Furthermore, authors would like to send

the appreciation for everyone we have met and

interviewed along the way.

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