scholarly journals The Effect of Marketing Mix and Service Quality on Satisfaction and Revisit Intention to Kampung Coklat, Blitar Regency

2020 ◽  
pp. 323
Author(s):  
Antonietta Gizela Dethan ◽  
I Gusti Ayu Oka Suryawardani ◽  
Agung Suryawan Wiranatha
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Marketing Mix ◽  
Equation Modeling ◽  
Tourist Attractions ◽  
Tourist Satisfaction ◽  
Revisit Intention ◽  
Educational Tourism ◽  
First Time

Marketing mix and service quality are two important aspects that need to be considered by a tourist attraction in order to provide satisfaction to tourists. Tourist satisfaction can be achieved if the products sold are supported by good quality and price of products and services. Satisfaction can also affect the intention of tourists to revisit these tourist attractions. The problem that occurs in educational tourism in Kampung Coklat, Blitar Regency is that some tourists are not satisfied with the elements of the marketing mix and the quality of the services offered. This study aims to analyze the effect of marketing mix and service quality on tourist satisfaction in Kampung Coklat, Blitar Regency, to analyze the effect of marketing mix and service quality on revisit intention to Kampung Coklat, Blitar Regency and to analyze the effect of tourist satisfaction on revisit intention to Kampung Coklat, Blitar Regency. The number of respondents in this study were 100 people who were chosen deliberately with the criteria being at least 17 years old and visiting Kampung Coklat for the first time. The analysis was performed using Structural Equation Modeling (SEM) through the SmartPLS version 3.0 application. The results showed that marketing mix and service quality had a significant effect on tourist satisfaction, marketing mix and service quality had a significant effect on revisit intention, and tourist satisfaction had a significant effect on revisit intention. Keywords: Marketing Mix, Service Quality, Satisfaction, Revisit Intention

scholarly journals The Influence of Services’ Quality on Intention to Revisit through Mediation of Satisfaction of Visitors at Sasak Sade Village, Central Lombok, West Nusa Tenggara

2019 ◽  
pp. 322
Author(s):  
Rahman Rahman ◽  
I Gusti Ayu Oka Suryawardani ◽  
Agung Suryawan Wiranatha
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Sampling Technique ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Tourist Attractions ◽  
Tourist Satisfaction ◽  
Revisit Intention ◽  
Inner Model

The Sasak Sade Village is inhabited by a people from generation to generation. As a place that has been known and visited by many tourists, the management of the Sasak Sade Village offers traditional building house and daily activities of local people as tourist attractions. It is very important to have good quality services to increase revisit intention in the future. The purposes of this research were to determine service quality that influences tourist satisfactions and revisit intention in Sasak Sade Village. This study used 85 respondents of domestic tourists and a purposive sampling technique. The analysis used in this study was a structural equation modeling (SEM) by using Smart Partial Least Square (PLS) 3.0. This study tested two models namely outer model to predict the relationship between indicator and variable, and inner model to predict between two variables.  The results of this research were: 1) the service quality significantly influenced the tourist satisfaction at the Sasak Sade Village; 2) the tourist satisfaction significantly influenced their revisit intention at the Sasak Sade Village; and 3) the service quality significantly influenced  their revisit intention at the Sasak Sade Village. Keywords: Service Quality, Tourist Satisfaction, Revisit Intention

scholarly journals The Effect of Destination Image, Service Quality, and Marketing Mix on Tourist Satisfaction and Revisiting Decisions at Tourism Objects

2020 ◽  
Vol 7 (8) ◽  
pp. 727
Author(s):  
Andi Irfan ◽  
Mahfudnurnajamuddin Mahfudnurnajamuddin ◽  
Sabri Hasan ◽  
Mapparenta Mapparenta
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Total Sample ◽  
Marketing Mix ◽  
Destination Image ◽  
Equation Modeling ◽  
Research Approach ◽  
Tourist Attractions ◽  
Tourist Satisfaction ◽  
South Sulawesi

This study aims to analyze and examine the effect of destination image, service quality, and marketing mix on tourist satisfaction and its impact on revisiting tourist attractions in Bone Regency, South Sulawesi Province. The research approach used in this research is explanatory, with an associative research method. Respondents sampled visited tourist objects and made repeat visits more than two times, with a total sample of 394 people at six tourist destinations in Bone Regency. Questionnaires were distributed to respondents following the established criteria. Hypothesis testing in this study was carried out using structural equation modeling (SEM) techniques using the AMOS 24 application, and a Sobel test was carried out on the indirect effect testing. The results prove that, of the ten hypotheses, one hypothesis is rejected, where the marketing mix was found to have no significant effect on the decision to revisit tourists. The other hypothesis is accepted, that destination image, service quality, and marketing mix have a positive and significant effect on tourist satisfaction. The destination image and service quality also have a positive and significant impact on revisiting tourist objects in Bone Regency, South Sulawesi Province. In the indirect test, it is proven that the destination image, service quality, and marketing mix indirectly have a positive and significant effect on the decision to revisit tourist objects in Bone Regency, South Sulawesi Province, which is mediated by tourist satisfaction.

scholarly journals The influence of tourist evaluative factors on tourist behavioral intention: the mediating role of tourist satisfaction

2018 ◽  
Vol 1 (1) ◽  
pp. 33
Author(s):  
Elmer Hafiizh Fernaldi ◽  
I Made Sukresna
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Equation Modeling ◽  
Mediating Role ◽  
Tourist Satisfaction ◽  
Central Java ◽  
Revisit Intention ◽  
Dependent Variables ◽  
Tourist Experience

This study examines the effect of tourist evaluative factors, specifically service quality and tourist experience on tourist satisfaction and its further influence on revisit intention and intention to recommend. Service quality and tourist experience serve as independent variables, while revisit intention and recommend intention are posited as dependent variables, with satisfaction acts as the intervening variable. Data analysis using  Structural Equation Modeling (SEM) of 186 tourist visiting Umbul Sidomukti, Semarang, Central Java, Indonesia, finds that both revisit intention and intention to recommend could be increased through the improvement of service quality and tourist satisfaction.

scholarly journals Relationship and Impact of Service Quality, Destination Image, on Customer Satisfaction and Revisit Intention to Syariah Destination in Madura, Indonesia

2021 ◽  
Vol 6 (6) ◽  
pp. 209-215
Author(s):  
Pribanus Wantara ◽  
S. Anugrahini Irawati
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Empirical Studies ◽  
Destination Image ◽  
Equation Modeling ◽  
Positive Contribution ◽  
Tourist Satisfaction ◽  
Revisit Intention ◽  
The Relationship

Madura is one of the sharia tourist attractions in Indonesia, so many local and foreign tourists come to Madura Island to carry out sharia tours by visiting Islamic places such as mosques, tombs of the great Madurese clerics, and halal culinary places. In the conditions of the COVID-19 pandemic which has been going on for one year, government policy has closed these sharia tourist spots. However, since the number of Covid 19 cases, especially on Madura Island, has decreased significantly, the government has allowed opening these sharia tourist spots with the provisions of health protocols. The purpose of this study is to examine the relationship between service quality, destination image, and customer satisfaction on the revisit intention of tourists to tour destination religious in Madura. Data were collected from a questionnaire survey and empirical studies were conducted using structural equation modeling (SEM) to test the hypotheses, as well as the structural relationships between these factors. The results of empirical studies confirm that service quality and destination image make a positive contribution to tourist satisfaction, then that the service quality contribute to the revisit intention, but the destination image does not contribute to the revisit intention, and tourist satisfaction contributes positively to the revisit intention. Furthermore, this study also contributes to the managers of sharia tourist destinations in Madura to analyze the relationship between service quality attributes and destination image to revisit intention by improving the services provided, thereby contributing to increasing the number of tourists, and implementing sustainable service quality policies.

scholarly journals Modeling of Tourist Satisfaction in Bali

2018 ◽  
Vol 9 (3) ◽  
pp. 261-276
Author(s):  
Gusti Ngurah Joko Adinegara
Keyword(s):  
Service Quality ◽  
Latent Variables ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Perceived Value ◽  
Equation Modeling ◽  
Tourist Satisfaction ◽  
Revisit Intention ◽  
Hotel Service ◽  
Hotel Service Quality

This research provided the new results on the determinants of tourist satisfaction. The data were obtained using questionnaire as the instrument. The variables used were destination and hotel service quality, destination and hotel image, tourist perceived value, tourist satisfaction, revisit intention, and word of mouth. Sampling technique was convenience sampling. The respondents were foreign and domestic tourists who traveled to Bali and stayed at three and four-star hotels. The sample size was 265. Then, the Structural Equation Modeling (SEM) was utilized in explaining the relationship between latent variables and hypotheses. The result shows that from eleven hypotheses, there are two rejected hypotheses regarding the influence of destination service quality and hotel service quality on the image. Destination and hotel image has a significant effect on revisit intention and word of mouth through tourist perceived value and satisfaction. Theoretically, tourist satisfaction determines the factors that affect it directly and indirectly. Practically, tourism business should manage the destination and hotel service quality because it increases the tourist perceived value.

scholarly journals PATIENT CENTEREDNESS IN HEALTH CARE: PERSPECTIVES FROM AN EMPIRICAL INVESTIGATION

2018 ◽  
Vol 11 (8) ◽  
pp. 450
Author(s):  
Rejikumar G ◽  
Archana Ks
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Patient Centeredness ◽  
Personalized Health

Objectives: The objective of this study was to examine the formation of wellness perceptions and satisfaction from antecedents that explain various attributes regarding service quality perceptions about doctors by patients. The topic is of contemporary relevance as health-care firms are reengineering their competencies to deliver personalized health services to for unmatched experience to develop long-term relationships with patients.Methods: Responses from 280 patients about service quality attributes of doctors, wellness perceptions, and their satisfaction are collected using a structured questionnaire. An exploratory factor analysis was performed using SPSS. 20 to identify significant dimensions of doctor’s service quality. The theoretical model developed with these dimensions, wellness perceptions, and patient satisfaction was estimated using partial least square-based structural equation modeling approach to test hypotheses about linkages among these constructs.Results: The dimension structure of doctor’s service quality contained constructs such as “price affordability of medicines,” “quality of diagnosis,” “interaction quality of doctor,” “appropriateness of tests prescribed,” and “quality of usage prescriptions.” These service quality dimensions of doctor significantly develop wellness perceptions and satisfaction among patients. Wellness perceptions act as a mediator in satisfaction development.Conclusions: Patient satisfaction and wellness perceptions are of primary importance in improving service quality in health care and to remain competitive. The health-care firms should train their professionals to interact with the patients more efficiently by adhering to the philosophy of patient centeredness in their service process.

scholarly journals ANALISIS FAKTOR-FAKTOR YANG MEMENGARUHI KEPUASAN LAYANAN AKADEMIK MAHASISWA PRODI DIPLOMA I KEPABEANAN DAN CUKAI

2017 ◽  
Vol 1 (1) ◽  
Author(s):  
Agus Sriyanto
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Latent Variables ◽  
Structural Equation ◽  
Positive Impact ◽  
Positive Influence ◽  
Equation Modeling ◽  
Policy Makers ◽  
Five Dimensions

ABSTRACT:Improving the quality of education becomes very important nowadays to meet the increasing demands of graduates’ future institutions. This research adopts five dimensions of service quality initiated by Parasuraman, Zeithaml and Berry (servqual) to assess the quality of academic services affecting student satisfaction. Once the determinants are known, they can be used by policy makers to improve student satisfaction levels. After identifying the determinant factors, policy makers can use them to improve the level of satisfaction of students. There are 100 respondents who participated in this research. The data was collected using surveys and analyzed using structural equation modeling with Smart PLS 3.0. The results showed that among five hypotheses tested, all variables have the positive influence, however, there are two latent variables which have significant associations, while the others have not. Responsiveness and empathy have positive and significant impact on the student satisfaction, while tangible, reliability and assurance have a positive impact but not significant. Keywords: customs student satisfaction, service quality, servqual, SEM.ABSTRAK:Meningkatkan kualitas pendidikan menjadi sangat penting dewasa ini untuk memenuhi tuntutan kebutuhan unit pengguna yang semakin meningkat. Penelitian ini mengadopsi lima dimensi kualitas jasa yang digagas oleh Parasuraman, Zeithaml dan Berry (Servqual) untuk menilai kualitas layanan akademik yang mempengaruhi kepuasan mahasiswa. Setelah faktor-faktor penentu dari dimensi servqual dapat diketahui maka faktor-faktor tersebut dapat digunakan oleh pembuat kebijakan untuk meningkatkan tingkat kualitas layanan kepada mahasiswa. Ada 100 responden di pilih secara acak dari total populasi yang berpartisipasi dalam penelitian ini. Data dikumpulkan dengan menggunakan survei online dan dianalisis dengan pemodelan persamaan struktural dengan bantuan software Smart PLS 3.0. Hasil penelitian ini menunjukkan bahwa dari kelima dimensi servqual, semua variabel memiliki pengaruh positif terhadap kepuasan mahasiswa, namun dari lima variabel tersebut hanya dua variabel laten yang mempunyai pengaruh signifikan, sementara tiga variabel yang lain tidak signifikan. Daya tanggap dan empati berpengaruh positif dan signifikan terhadap kepuasan siswa, sedangkan bukti fisik, keandalan dan jaminan memiliki dampak positif namun tidak signifikan.Kata Kunci: kepuasan, Mahasiswa Bea dan Cukai, kualitas layanan, Servqual, SEM                  

scholarly journals PENGARUH STRATEGI PEMASARAN TERHADAP KEPUASAN WISATAWAN MELALUI KUALITAS PELAYANAN (STUDI KASUS OBYEK WISATA KEPULAUAN SERIBU)

2018 ◽  
Vol 13 (1) ◽  
pp. 90-104
Author(s):  
Sukarni Novita Sari
Keyword(s):  
Quality Of Service ◽  
Marketing Strategy ◽  
Structural Equation ◽  
Marketing Strategies ◽  
Equation Modeling ◽  
Tourist Satisfaction ◽  
Tourism Sector ◽  
Analysis Technique ◽  
The Face

Tourism sector became strategic and significant when it taken seriously and done professionally. Selling tourism products and services need not only a coordination, but a good cooperation between all organizations that are responsible for developing tourism sector and all parties involved or associated with tourism activities. One effort that can be done is to develop a marketing strategy that is expected to attract tourists back and also can create self-satisfaction in tourists.To obtain optimal results, this marketing strategy has a broad scope in the field of marketing of which is a strategy in the face of competition, pricing strategy, product strategy, service strategy and so on. Therefore, this study will analyze about the influence of marketing strategies and quality of service to tourist satisfaction.The method used in this research is quantitative with the questionnaire as a data collection tool to obtain the responses of the respondents regarding the variables in this study. The data analysis technique used in this research is Structural Equation Modeling (SEM). Respondents involved in this study are 120 tourists that also customers of CV Ryzqi Samudra.The research proves that the marketing strategy has a positive and significant impact on the quality of services and satisfaction of tourists. Variable quality of service also has a positive and significant impact on tourist satisfaction.

scholarly journals The Role of Human–Machine Interactive Devices for Post-COVID-19 Innovative Sustainable Tourism in Ho Chi Minh City, Vietnam

2020 ◽  
Vol 12 (22) ◽  
pp. 9523
Author(s):  
Nguyen Thi Thanh Van ◽  
Vasiliki Vrana ◽  
Nguyen Thien Duy ◽  
Doan Xuan Huy Minh ◽  
Pham Tien Dzung ◽  
...  
Keyword(s):  
Service Quality ◽  
Technology Acceptance ◽  
Structural Equation ◽  
Practical Knowledge ◽  
Tourism Industry ◽  
Ho Chi Minh City ◽  
Equation Modeling ◽  
Personalized Care ◽  
Tourist Satisfaction

In this research article, we aim to study the proposed role of human–machine interactive (HMI) technologies, including both artificial intelligence (AI) and virtual reality (VR)-enabled applications, for the post-COVID-19 revival of the already depleted tourism industry in Vietnam’s major tourist destination and business hub of Ho Chi Minh City. The researchers aim to gather practical knowledge regarding tourists’ intentions for such service enhancements, which may drive the sector to adopt a better conclusive growth pattern in post-COVID-19 times. In this study, we attempt to focus on travelers who look for paramount safety with the assurance of empathetic, personalized care in post-COVID-19 times. In the current study, the authors employ structural equation modeling to evaluate the intentions of tourists both structurally and empirically for destination tourism with data collected from tourists with previous exposure to various kinds of these devices. The study shows that human–machine interactive devices are integrating AI and VR and have a significant effect on overall service quality, leading to tourist satisfaction and loyalty. The use of such social interactive gadgets within tourism and mostly in hospitality services requires an organization to make a commitment to futuristic technologies, along with building value by enriching service quality expectations among fearful tourists. This research shows that tourists mainly focus on the use of such HMI devices from the perspective of technology acceptance factors, qualitative value-enhancing service and trustworthy information-sharing mechanisms. The concept of the tour bubble framework is also discussed in detail. The analysis of this discussion gives us a more profound understanding of the novel opportunities which various administrative agencies may benefit from to position these devices better in smart, sustainable destination tourism strategies for the future so that, collectively, service 5.0 with HMI devices can possibly bring back tourism from being disintegrated. Such service applications are the new social innovations leading to sustainable service and a sophisticated experience for all tourists.

Influence of Information and Service Quality on Users' Continuous Use of Mobile Libraries in China

2020 ◽  
Vol 22 (1) ◽  
pp. 57-71
Author(s):  
Pinghao Ye ◽  
Liqiong Liu ◽  
Linxia Gao ◽  
Quanjun Mei
Keyword(s):  
Theoretical Model ◽  
Service Quality ◽  
Structural Equation ◽  
Information Quality ◽  
Equation Modeling ◽  
Perceived Usability ◽  
Continuous Use ◽  
The Impact ◽  
Positive Impacts

This research mainly aims to explore the factors that influence users' continuous use of mobile libraries. The findings of this study will provide empirical evidence to help improve the service and information quality of mobile libraries. Moreover, suggestions for optimization are provided with the objective of meeting user demands at its maximum. A theoretical model is constructed to reveal the impact of 11 influencing factors on users' continuous use of mobile libraries. Structural equation modeling is adopted to verify the theoretical model and research hypothesis based on the valid data obtained from a questionnaire survey. The study found that personalized services and information availability have positive impacts on the service quality of mobile libraries. Moreover, perceived mobility and information quality have positive impacts on the perceived usability of mobile libraries. Finally, perceived usability, service quality, and platform stability have significantly positive impacts on the willingness of users to continue usage of mobile libraries.

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