Service Quality, Tourist Satisfaction, and Destination Loyalty in Emerging Economies

2021 ◽  
pp. 121-147
Author(s):  
Eunice Fay Amissah ◽  
Evelyn Addison-Akotoye ◽  
Sarah Blankson-Stiles-Ocran
Keyword(s):  
Service Quality ◽  
Emerging Economies ◽  
Destination Loyalty ◽  
Tourist Satisfaction

scholarly journals THE IMPACT OF PERCEIVED VALUE, DESTINATION SERVICE QUALITY, AND TOURIST SATISFACTION ON DESTINATION LOYALTY AMONG INTERNATIONAL TOURISTS VISITING MALAYSIA

2019 ◽  
Vol 4 (16) ◽  
pp. 10-26
Author(s):  
Mahadzirah Mohamad ◽  
Nur Izzati Ab Ghani ◽  
Muhamad Nasyat Muhamad Nasir
Keyword(s):  
Service Quality ◽  
Goodness Of Fit ◽  
Perceived Value ◽  
Tourism Industry ◽  
Mediating Effect ◽  
Equation Modeling ◽  
Destination Loyalty ◽  
Tourist Satisfaction ◽  
Proposed Model ◽  
The Impact

The competitive situation and challenges within the tourism industry worldwide entailed a better understanding of destination loyalty’s determinants in achieving Malaysia’s aspiration to retain its international reputation as one of the most desirable tourist destinations in Asia. Literature proved that factors such as perceived value, service quality and tourist satisfaction could influence in improving destination loyalty. In view of this, there is a need to examine the influence of several constructs namely perceived value, service quality and tourist satisfaction that can contribute to the loyalty of international tourists towards Malaysia as it was suggested in the literature review. Therefore, the main objectives of this study were to examine the influence of perceived value and service quality on tourist satisfaction, which in turn would influence destination loyalty. In this study, tourist satisfaction was treated as the mediating variable. The proposed model was tested using structural equation modeling on a sample of 337 foreign tourists selected using a random sampling method. The study was conducted from August 2014 to October 2014. The proposed model achieved acceptable goodness-of-fit. The requirements for reliability and validity were also met. The results of the empirical study indicated that perceived value influenced tourist satisfaction and destination loyalty. In addition, the findings revealed that service quality had a significant effect on satisfaction. However, service quality had no significant effect on destination loyalty. Moreover, the findings indicated that tourist satisfaction had a full mediating effect on the relationship between service quality and destination loyalty. The study contributed to a better understanding of behavioral factors that would represent a sustainable source for increasing customer retention at the level of individual providers as well as a destination as a whole. Individual providers should focus on delivering quality services related to accommodation, information and facilities, health and hygiene, and shopping that were associated with the visitor’s travel experience. Aspects of perceived value identified in the study could be used as a strategic tool in managing tourism offerings which could enhance the destination’s competitive edge.

The THE RELATIONSHIP BETWEEN ISLAMIC ATTRIBUTES DESTINATION AND SERVICE QUALITY ON DESTINATION LOYALTY WITH TOURIST SAISFACTION AS MEDIATING VARIABLE

2018 ◽  
Vol 1 (1) ◽  
pp. 5-9
Author(s):  
Reni Yuliviona ◽  
Mokhtar Abdullah ◽  
Zuraini Alias ◽  
Sefnedi Sefnedi
Keyword(s):  
Structural Equation Modeling ◽  
Service Quality ◽  
Significant Influence ◽  
Structural Equation ◽  
Research Study ◽  
Primary Data ◽  
Equation Modeling ◽  
Destination Loyalty ◽  
Tourist Satisfaction ◽  
The Relationship

This research study intends to investigate the tourist satisfaction as a mediating variable in the relationship between the Islamic attributes, service quality and destination loyalty among Malaysian Muslim tourists in the Padang city. A self survey was implemented as the means to attain the primary data among the 160 Malaysian Muslim tourists visiting the Padang city . The sample of 119 usable responses were collected from the 160. To analyze the model, Partial Least Squares structural equation modeling was utilized. The statistical outcomes established the positive and significant influence of the service quality, the Islamic attributes and the tourist satisfaction on destination loyalty. The results also established that tourist satisfaction were positively and significantly influenced by the service quality and the Islamic attributes. Along with it, tourist satisfaction mediated significantly in the relationship between the Islamic attribute, the service quality and the destination loyalty among the Malaysian Muslim tourists visiting in Padang city.

Analysis of Tourism Destination Loyalty of Ragunan Zoo in Jakarta

2018 ◽  
Vol 9 (2) ◽  
pp. 276
Author(s):  
Edy SUPRIYAD
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Sampling Technique ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Tourism Destination ◽  
Tourist Destination ◽  
Destination Loyalty ◽  
Tourist Satisfaction

The most popular tourist destination visited in Jakarta is Ragunan Zoo. Ragunan Zoo is a 147-hectare park and inhabited more than 2.009 animals and overgrown more than 20,000 trees to make the atmosphere cool and comfortable environment. The area was arranged and woke up and partly still developed into a modern Ragunan Zoo as the identity of the city of Jakarta, located in Ragunan, South Jakarta. The purpose of this research includes (1) To test among variables tourism destination parts, service quality has affect to destination loyalty (2) To test among variables tourism destination parts, service quality have affect to Satisfaction (3) To test the effect between variable satisfaction to the destination loyalty. The population in this study covers all tourist visited Ragunan Zoo. The sample in this study was taken using non-probability sampling method, with purposive sampling technique. The number of samples is 150 samples from tourists who have visited Ragunan Zoo. Dependent variable is destination loyalty and independent variable consists of tourism destination parts, service quality and intermediary variable is satisfaction. Analysis of data using Structural Equation Modeling with PLS software (Partial Least Square) The results obtained are (1) Tourism Destination Parts, Service Quality has significant effect to Tourist Destination Parts, while Service Quality has significant effect to Destination Loyalty (3) Tourist Satisfaction has no significant effect to Destination Loyalty at Ragunan Zoo.

scholarly journals THE RELATIONSHIP BETWEEN ISLAMIC ATTRIBUTES DESTINATION AND SERVICE QUALITY ON DESTINATION LOYALTY WITH TOURIST SAISFACTION AS MEDIATING VARIABLE

2019 ◽  
Vol 1 (3) ◽  
pp. 51-55
Author(s):  
Reni Yuliviona
Keyword(s):  
Structural Equation Modeling ◽  
Service Quality ◽  
Significant Influence ◽  
Structural Equation ◽  
Research Study ◽  
Primary Data ◽  
Equation Modeling ◽  
Destination Loyalty ◽  
Tourist Satisfaction ◽  
The Relationship

This research study intends to investigate the tourist satisfaction as a mediating variable in the relationship between the Islamic attributes, service quality and destination loyalty among Malaysian Muslim tourists in the Padang city. A self survey was implemented as the means to attain the primary data among the 160 Malaysian Muslim tourists visiting the Padang city . The sample of 119 usable responses were collected from the 160. To analyze the model, Partial Least Squares structural equation modeling was utilized. The statistical outcomes established the positive and significant influence of the service quality, the Islamic attributes and the tourist satisfaction on destination loyalty. The results also established that tourist satisfaction were positively and significantly influenced by the service quality and the Islamic attributes. Along with it, tourist satisfaction mediated significantly in the relationship between the Islamic attribute, the service quality and the destination loyalty among the Malaysian Muslim tourists visiting in Padang city.

Theoretical examination of destination loyalty formation

2014 ◽  
Vol 26 (5) ◽  
pp. 809-827 ◽  
Author(s):  
Dogan Gursoy ◽  
Joseph S. Chen ◽  
Christina G. Chi
Keyword(s):  
Service Quality ◽  
Conceptual Model ◽  
Influential Factors ◽  
Destination Image ◽  
Tourist Destination ◽  
Content Type ◽  
Destination Loyalty ◽  
Tourist Satisfaction ◽  
Conceptual Paper ◽  
Indirect Impacts

Purpose – The purpose of this paper is to identify the most critical antecedents of destination loyalty formation (DLF) and to develop a series of propositions for the relationships among the antecedents of loyalty formation and their direct and indirect impacts on loyalty formation. Design/methodology/approach – This conceptual paper provides a comprehensive review of the previous studies that examined destination loyalty and posits a framework of tourist DLF titled Destination Loyalty Formation. Findings – In the proposed conceptual model, the sequential relationships among the antecedents of tourist destination loyalty postulate that previous experiences are the most influential driver that could manipulate tourist destination loyalty. Place attachment and involvement constitute the second most influential factors of DLF. In addition to the above two variables, destination image is proposed to have direct and indirect effects on perception of service quality and satisfaction. Meanwhile, service quality and tourist satisfaction are proposed to have the largest magnitude of direct impacts on destination loyalty. Originality/value – Previous studies examined most of the antecedents of destination loyalty separately. There is yet an effort to simultaneously consider antecedents of destination loyalty to examine how each antecedent relates to DLF. This conceptual paper attempts to address this issue by proposing a conceptual model that simultaneously considers antecedents of destination loyalty and examines how each antecedent relates to DLF.

scholarly journals How Tour Guides’ Professional Competencies Influence on Service Quality of Tour Guiding and Tourist Satisfaction: An Exploratory Research

2017 ◽  
Vol 7 (1) ◽  
Author(s):  
Yi-Chien Lin ◽  
Mei-Lan Lin ◽  
Yi-Cheng Chen
Keyword(s):  
Service Quality ◽  
Conceptual Framework ◽  
Least Squares ◽  
Partial Least Squares ◽  
Large Scale ◽  
Online Survey ◽  
Professional Competencies ◽  
Convenience Sample ◽  
Tour Guides ◽  
Tourist Satisfaction

Drawing upon the theoretical perspectives from activity competency model and prior tourism literature, this study propose a conceptual framework to explain the impacts of professional competencies on service quality and tourist satisfaction. Empirical data were gathered from a large-scale online survey with experienced GPT tourists to test the proposed hypotheses and research model. The proposed conceptual framework was validated using the partial least squares (PLS) technique. Data gathered from tourists was based on a convenience sample of 345 respondents to test the proposed plausible hypotheses. The conceptual model was validated using the partial least squares (PLS) technique. The empirical results indicate that tour guides’ professional competencies significantly impact on service quality and tourist satisfaction; and tour guides’ service quality positively influences tourist satisfaction.

The boundary condition of travel satisfaction and the mediating role of destination image: The case of event tourism

2018 ◽  
Vol 25 (2) ◽  
pp. 207-224 ◽  
Author(s):  
IpKin Anthony Wong ◽  
Yueying Hazel Xu ◽  
Xiuchang Sherry Tan ◽  
Huijun Wen
Keyword(s):  
Boundary Condition ◽  
Theoretical Perspective ◽  
Destination Image ◽  
Mediating Effects ◽  
Destination Loyalty ◽  
Mediating Role ◽  
Tourist Satisfaction ◽  
Event Tourism ◽  
Travel Satisfaction

Planned events have been acknowledged to improve the image of a place. Although there are ample studies examining the destination image and tourist behaviors, this research focuses on the mediating effects of different destination images on the linkage between travel-specific event value and destination loyalty. In addition, this study seeks to advance the literature by addressing the mixed findings of event-induced destination image by examining the moderating effect of travel satisfaction. Moderated mediating effects of cognitive and affective destination images as well as the moderated indirect effect of event value are also tested. From a broader theoretical perspective, this study aims to advance the importance of event-induced destination image and the loyalty formation process by demonstrating the boundary condition of a trip based on tourist satisfaction.

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