THE CONTRIBUTION OF SATISFACTION TO HIGHER INTENTION TO RETURN
DOI:
https://doi.org/10.55197/qjssh.v5i3.391Keywords:
visitor experience, destination image, price perception, visitor satisfaction, revisit intentionAbstract
Finding out how tourist experience, perceptions of the location, and perceptions of pricing affect satisfaction and intention to return is the goal of this research. Visitors to the Museum of Jakarta (MoJa) made up the population under investigation. Using purposive sampling, 200 respondents in all were included in the sample. Through the use of smartPLS software, the data analysis method employs a structural equation model. Based on the research findings, it can be concluded that destination image, price perception, tourist pleasure, and revisit intention are all significantly influenced by each other. On the other hand, the findings also demonstrate that visitor experience, visitor satisfaction, and destination image have no bearing on each other. This research is the first to measure visitors' willingness to return with moderation in visitor satisfaction by including price perception and visitor satisfaction variables in the model. This research's managerial implications suggest that the Museum of Jakarat's (MoJa) administration should step up initiatives that can enhance visitor experience and create a lasting impression.
References
Abubakar, A.M., Ilkan, M., Al-Tal, R.M., Eluwole, K.K. (2017): eWOM, revisit intention, destination trust and gender. – Journal of Hospitality and Tourism Management 31: 220-227.
Aron, D. (2006): The effect of counter-experiential marketing communication on satisfaction and repurchase intention. – Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior 19: 1-17.
Baloglu, S., McCleary, K.W. (1999): A model of destination image formation. – Annals of Tourism Research 26(4): 868-897.
Cakici, A.C., Akgunduz, Y., Yildirim, O. (2019): The impact of perceived price justice and satisfaction on loyalty: the mediating effect of revisit intention. – Tourism Review 74(3): 443-462.
Calvo Porral, C., Lévy-Mangin, J.P. (2015): Do store image and price perception matter to store brand equity? – Journal of Food Products Marketing 21(1): 102-122.
Campo-Martínez, S., Garau-Vadell, J.B., Martínez-Ruiz, M.P. (2010): Factors influencing repeat visits to a destination: The influence of group composition. – Tourism Management 31(6): 862-870.
Chang, S.C., Chou, P.Y., Lo, W.C. (2013): Evaluation of satisfaction and repurchase intention in online food group-buying, using Taiwan as an example. – British Food Journal 116(1): 44-61.
Chen, C.F., Tsai, D. (2007): How destination image and evaluative factors affect behavioral intentions? – Tourism Management 28(4): 1115-1122.
Chew, E.Y.T., Jahari, S.A. (2014): Destination image as a mediator between perceived risks and revisit intention: A case of post-disaster Japan. – Tourism Management 40: 382-393.
Chi, C.G.Q., Qu, H. (2008): Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach. – Tourism Management 29(4): 624-636.
Cole, S.T., Chancellor, H.C. (2009): Examining the festival attributes that impact visitor experience, satisfaction and re-visit intention. – Journal of Vacation Marketing 15(4): 323-333.
Della Corte, V., Sciarelli, M., Cascella, C., Del Gaudio, G. (2015): Customer satisfaction in tourist destination: The case of tourism offer in the city of Naples. – Journal of Investment and Management 4(1-1): 39-50.
De Rojas, C., Camarero, C. (2008): Visitors’ experience, mood and satisfaction in a heritage context: Evidence from an interpretation center. – Tourism Management 29(3): 525-537.
Doering, Z.D. (2007): Strangers, guests, or clients? Visitor experiences in museums. – In Museum Management and Marketing, Routledge 14p.
Fuchs, G., Reichel, A. (2011): An exploratory inquiry into destination risk perceptions and risk reduction strategies of first time vs. repeat visitors to a highly volatile destination. – Tourism Management 32(2): 266-276.
Fuchs, M., Weiermair, K. (2004): Destination benchmarking: An indicator-system’s potential for exploring guest satisfaction. – Journal of Travel Research 42(3): 212-225.
Gable, M. (1985): Retail Management: A Strategic Approach. – Journal of Marketing (pre-1986) 49(000003): 647p.
Han, H., Kim, Y. (2010): An investigation of green hotel customers’ decision formation: Developing an extended model of the theory of planned behavior. – International Journal of Hospitality Management 29(4): 659-668.
Huang, S., Hsu, C.H. (2009): Effects of travel motivation, past experience, perceived constraint, and attitude on revisit intention. – Journal of Travel Research 48(1): 29-44.
Hume, M., Mort, G.S., Winzar, H. (2007): Exploring repurchase intention in a performing arts context: who comes? and why do they come back? – International Journal of Nonprofit and Voluntary Sector Marketing 12(2): 135-148.
Huo, Y., Miller, D. (2007): Satisfaction measurement of small tourism sector (museum): Samoa. – Asia Pacific Journal of Tourism Research 12(2): 103-117.
Ismail, M.N.I., Hanafiah, M.H., Aminuddin, N., Mustafa, N. (2016): Community-based homestay service quality, visitor satisfaction, and behavioral intention. – Procedia-Social and Behavioral Sciences 222: 398-405.
Kotler, P., Armstrong, G. (2010): Principles of marketing. – Pearson Education 736p.
Lee, C.K., Lee, Y.K., Lee, B. (2005): Korea’s destination image formed by the 2002 World Cup. – Annals of Tourism Research 32(4): 839-858.
Lee, S., Jeong, E., Qu, K. (2020): Exploring theme park visitors’ experience on satisfaction and revisit intention: A utilization of experience economy model. – Journal of Quality Assurance in Hospitality & Tourism 21(4): 474-497.
Limakrisma, N., Purba, T.P. (2017): Manajemen Pemasaran: Teori dan Aplikasi dalam Bisnis. – Mitra Wacana Media 248p.
Lin, C.H. (2014): Effects of cuisine experience, psychological well-being, and self-health perception on the revisit intention of hot springs tourists. – Journal of Hospitality & Tourism Research 38(2): 243-265.
Liu, C.H.S., Lee, T. (2016): Service quality and price perception of service: Influence on word-of-mouth and revisit intention. – Journal of Air Transport Management 52: 42-54.
MacKay, K.J., Fesenmaier, D.R. (1997): Pictorial element of destination in image formation. – Annals of Tourism Research 24(3): 537-565.
Mahdzar, M., Bahrin, S., Razak, I., Ghani, A. (2017): Effects of visitors experience on satisfaction and intentions to recommend in Malaysian Museum. – World Applied Sciences Journal 35: 59-64.
McKercher, B., Wong, D.Y. (2004): Understanding tourism behavior: Examining the combined effects of prior visitation history and destination status. – Journal of Travel Research 43(2): 171-179.
Meyer, C., Schwager, A. (2007): Understanding customer experience. – Harvard Business Review 85(2): 116-126.
Oklevik, O., Kwiatkowski, G., Preuss, H., Kurdyś-Kujawska, A. (2022): Contextual engagement in event visitors’ experience and satisfaction. – Scandinavian Journal of Hospitality and Tourism 22(1): 58-79.
Packer, J., Ballantyne, R. (2016): Conceptualizing the visitor experience: A review of literature and development of a multifaceted model. – Visitor Studies 19(2): 128-143.
Peter, J.P., Olson, J.C. (2014): Perilaku Konsumen & Strategi Pemasaran. – Salemba Empat 290p.
Pine, B.J., Gilmore, J.H. (1998): Welcome to the experience economy. – Cambridge, MA, USA: Harvard Business Review Press 76(4): 97-105
Pizam, A., Shapoval, V., Ellis, T. (2016): Customer satisfaction and its measurement in hospitality enterprises: a revisit and update. – International Journal of Contemporary Hospitality Management 28(1): 2-35.
Pratminingsih, S.A., Rudatin, C.L., Rimenta, T. (2014): Roles of motivation and destination image in predicting tourist revisit intention: A case of Bandung-Indonesia. – International Journal of Innovation, Management and Technology 5(1): 19-24.
Prayag, G. (2008): Image, satisfaction and loyalty: The case of Cape Town. – Anatolia 19(2): 205-224.
Qu, H., Kim, L.H., Im, H.H. (2011): A model of destination branding: Integrating the concepts of the branding and destination image. – Tourism Management 32(3): 465-476.
Ramesh, V., Jaunky, V.C. (2021): The tourist experience: Modelling the relationship between tourist satisfaction and destination loyalty. – Materials Today: Proceedings 37: 2284-2289.
Ramseook-Munhurrun, P., Seebaluck, V.N., Naidoo, P. (2015): Examining the structural relationships of destination image, perceived value, tourist satisfaction and loyalty: case of Mauritius. – Procedia-Social and Behavioral Sciences 175: 252-259.
Rosid, M., Pratikto, H.H., Syihabudhin, S.E. (2020): Word of mouth (WOM), visitor experience, and destination attributes on revisit intention through perceived value a case of Penangguagan mountain, East Java, Indonesia. – International Journal of Business, Economics and Law 21(5): 90-101.
Salim, M.A., Soliha, E., Siswanto, A.B. (2020): Effect location, price perception of satisfaction customers and impact on repurchase intention. – International Journal of Civil Engineering and Technology 11(5): 157-169.
Sangadji, E.M., Sopiah (2013): Perilaku Konsumen. – Yogyakarta 422p.
Schiffman, L.G., Kanuk, L.L. (2000): Perilaku Konsumen. – USA: Pearson Prentice Hall 539p.
Sheng, C.W., Chen, M.C. (2012): A study of experience expectations of museum visitors. – Tourism Management 33(1): 53-60.
Soliman, M. (2021): Extending the theory of planned behavior to predict tourism destination revisit intention. – International Journal of Hospitality & Tourism Administration 22(5): 524-549.
Solnet, D., Kandampully, J., Kralj, A. (2010): Legends of service excellence: The habits of seven highly effective hospitality companies. – Journal of Hospitality Marketing & Management 19(8): 889-908.
Spreng, R.A., MacKenzie, S.B., Olshavsky, R.W. (1996): A reexamination of the determinants of consumer satisfaction. – Journal of Marketing 60(3): 15-32.
Su, D.N., Nguyen, N.A.N., Nguyen, Q.N.T., Tran, T.P. (2020): The link between travel motivation and satisfaction towards a heritage destination: The role of visitor engagement, visitor experience and heritage destination image. – Tourism Management Perspectives 34: 11p.
Sudaryono (2014): Perilaku konsumen: Dalam perspektif pemasaran. – Lentera Ilmu Cendekia 393p.
Sugiyono (2013): Metode Penelitian Kuantitatif kualitatif dan R&D. – Alfabeta 333p.
Tapachai, N., Waryszak, R. (2000): An examination of the role of beneficial image in tourist destination selection. – Journal of Travel Research 39(1): 37-44.
Tasci, A.D., Gartner, W.C., Tamer Cavusgil, S. (2007): Conceptualization and operationalization of destination image. – Journal of Hospitality & Tourism Research 31(2): 194-223.
Tasci, A.D., Kozak, M. (2006): Destination brands vs destination images: Do we know what we mean? – Journal of Vacation Marketing 12(4): 299-317.
Tian-Cole, S.H.U., Cromption, J. (2003): A conceptualization of the relationships between service quality and visitor satisfaction, and their links to destination selection. – Leisure Studies 22(1): 65-80.
Tjiptono, F. (2017): Service Management: Mewujudkan layanan prima edisi 4. – Penerbit Audi 234p.
Tung, V.W.S., Ritchie, J.B. (2011): Exploring the essence of memorable tourism experiences. – Annals of Tourism Research 38(4): 1367-1386.
Um, S., Chon, K., Ro, Y. (2006): Antecedents of revisit intention. – Annals of Tourism Research 33(4): 1141-1158.
Widiyasa, I.G.B.K., Tuti, M. (2023): Increasing Revisit Intention through Visitor Satisfaction to the Indonesian National Museum. – JDM (Jurnal Dinamika Manajemen) 14(2): 218-231.
Witama, A., Keni, K. (2020): The Impact of Brand Image, Perceived Price and Service Quality Toward Customer Satisfaction. – In Tarumanagara International Conference on the Applications of Social Sciences and Humanities (TICASH 2019), Atlantis Press 4p.
Yoon, Y.S., Lee, J.S., Lee, C.K. (2010): Measuring festival quality and value affecting visitors’ satisfaction and loyalty using a structural approach. – International Journal of Hospitality Management 29(2): 335-342.
Zeithaml, V.A., Berry, L.L., Parasuraman, A. (1996): The behavioral consequences of service quality. – Journal of Marketing 60(2): 31-46.
Zeithaml, V.A. (1988): Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence. – Journal of Marketing 52(3): 2-22.
Zhang, H., Fu, X., Cai, L.A., Lu, L. (2014): Destination image and tourist loyalty: A meta-analysis. – Tourism Management 40: 213-223.
