MODEL ANALISIS KEPUASAN DAN LOYALITAS WISATAWAN LOKAL STUDI KASUS PADA OBJEK WISATA KEPULAUAN SERIBU JAKARTA

Rosa Lesmana, Wiwik Hasbiyah

Abstract


Tujuan penelitian ini untuk mengetahui pengaruh kepuasan wisatawan terhadap loyalitas wisatawan, untuk mengetahui pengaruh kepuasan tujuan umum (general destination satisfaction), tingkat kepuasan rata-rata dalam hal atribut tujuan (attribute satisfaction) dan sejauh mana harapan terpenuhi (met expectation) terhadap kepuasan wisatawan dan untuk mengetahui intention to return dan kemauan untuk merekomendasikan (willingness to recommended) terhadap loyalitas. Sampel terdiri dari 150 wisatawan Kepulauan Seribu. Pengolahan data menggunakan AMOS 23. Hasil penelitian didapat kepuasan wisatawan berpengaruh positif terhadap loyalitas wisatawan lokal pada objek  wisata Kepulauan Seribu Jakarta, kepuasaan tujuan umum (general destination satisfaction), kepuasan atribut tujuan (attribute satisfaction) dan kepuasaan harapan (met expectation) berpengaruh positif terhadap kepuasan wisatawan lokal pada objek wisata Kepulauan Seribu Jakarta dan Niat untuk kembali (intention to return) dan kemauan untuk merekomendasikan (willingness to recommended) berpengaruh positif terhadap loyalitas.


Full Text:

PDF

References


Alexandros A., Shabbar, J. (2005). Stated preferences for two Cretan heritage attractions. Annals of Tourism Research, 32(4), 985-1005.

Baker, D A., & Crompton, J. L. (2000). Quality, satisfaction and behavioural intentions. Annals of Tourism Research, 27(3), 785-804.

Bramwell, B. (1998). User satisfaction and product development in urban tourism.

Tourism Management, 19(1), 35-47.

Bauer, H., Mark, G., & Leach, M. (2002). Building customer relations over the internet. Industrial Marketing Management, 31(2), 155-163.

Beerli,‎A.,‎&‎Martín,‎J.‎D.‎(2004).‎Tourists’‎characteristics‎and‎the‎perceived‎image‎ of tourist destinations: a quantitative analysis – a case study of Lanzarote, Spain. Tourism Management, 25(5), 623-636.

Bigné, J. E., Sánchez, M. I., & Sánchez, J. (2001). Tourism image, evaluation variables and afterpurchase behaviour: inter-relationship. Tourism Management, 22(6), 607-616.

Bigné, J. E., Andreu, L., & Gnoth, J. (2005). The theme park experience: an analysis of pleasure, arousal and satisfaction. Tourism Management, 26(6), 833-844.

Bigné, J.E., & Andreu, L. (2004). Emotions in segmentation: an empirical study. Annals of Tourism Research, 31(3), 682-696.

Bitner, M. J. (1990). Evaluating service encounter: the effects of physical surroundings and employee responses. Journal of Marketing, 54, 69-82.

Brodie, R. J., Coviello, N. E., Brookes, R. W., & Victoria, L. (1997). Towards a paradigm shift in marketing: an examination of current marketing practices. Journal of Marketing Management, 13(5), 383-406.Cai, L.A., Wu, B.

Bowen, D. (2001). Antecedents of consumer satisfaction and dis-satisfaction (CS/D) on Long-Haul inclusive tours: a reality check on theoretical considerations. Tourism Management, 22, 49–61.

Cai, L.A., Wu, B. & Bai, B. (2003). Destination image and loyalty, Cognizant Communication Corporation, 7, 153–162.

Chen,‎J.,‎&‎Gursoy,‎D.‎ (2001).‎An‎investigation‎of‎tourists’‎destination‎loyalty‎ and‎ preferences,

Chon,‎ K,‎ (1989).‎ Understanding‎ recreational‎ travellers’‎ motivation,‎ attitude‎ and‎ satisfaction. The Tourist Review, 44(1), 3-7.

Dick, A. S., & Basu, K. (1994). Customer loyalty: toward an integrated conceptual framework. Journal of the Academy of Marketing Science, 22(2), 99-113.

Flavian, C., Martinez, E., & Polo, Y. (2001). Loyalty to grocery stores in the Spanish market of the 1990s. Journal of Retailing and Consumer Services, 8, 85-93.

Font, A. R. (2000). Mass tourism and the demand for protected natural areas: a trave cost approach. Journal of Environmental Economics and Management, 39(1), 97-116.

Fornell C. (1992). A National Customer Satisfaction Barometer: The Swedish Experience. Journal of Marketing, 56(1), 6–21.

Francken, D. A., & Van Raaji, W. F. (1981). Satisfaction with leisure time activities.

Journal of Leisure Research, 13(4), 337-352.

Gallarza, M.G., & Saura, I. G. (2006). Value dimensions, perceived value, satisfaction and loyalty: an investigation‎ of‎ university‎ students’‎ travel‎ behaviour. Tourism Management, 27 (3), 437-452.

Hallowell R. (1996). The Relationship of Customer Satisfaction, Customer Loyalty, Profitability: An Empirical Study. International Journal of Service Industry Management, 7(4), 27–42.

Hair, J., Anderson, R., Tathan, R., & Black, W. (1995). Multivariate data analysis with readings (4thed.). New Jersey: Prentice-Hall.

Hair, et.al,. (2006). Multivariate Data Analysis 6th Edition. Pearson International Edition. New Jersey.

Kotler, P. (1994). Marketing Management: Analysis, Planning, Implementation and

Control (8thed.).Englewood Cliffs NJ: Prentice-Hall International.

Kozak, M., Rimmington, M. (2000). Tourism satisfaction with Mallorca, Spain, as an off-season holiday destination. Journal of Travel Research, 38(3), 260-269. Kozak,‎ M.‎ (2001).‎ Repeaters’‎ behaviour‎ at‎ two‎ distinct‎ destinations.‎ Annals of Tourism Research, 28, 784–807.

La Barbara, P.A., & Mazursky, D. (1983). A Longitudinal Assessment of Consumer Satisfaction/Dissatisfaction: The Dynamic Aspect of the Cognitive Process. Journal of MarketingResearch, 20, 393–404.

Mazursky, D. (1989). Past experience and future tourism decisions. Annals of Tourism Research, 16, 333–344.

Malhotra, Naresh K. (2007). Marketing Research: an Applied Orientation. 5th edition.

Mai, L.W. & Ness, M. R. (2006). A Structural Equation Model of Customer Satisfaction and Future Purchase of Mail-Order Speciality Food. International

Journal of Business Science and Applied Management, 1(1), 1-13.

Malhotra, Naresh K. (2007). Marketing Research: an Applied Orientation. 5th edition.

Pearson Education. New Jersey

Mittal, V. M., & Kamakura, W. (2001). Satisfaction, repurchase intent and repurchase behaviour: Investigating the moderating effect of customer characteristics,

Journal of Marketing Research, 131–142.

Niininen O., Szivas, E. & Riley, M. (2004). Destination loyalty and repeat behaviour: An application of optimum stimulation measurement, International Journal of Tourism Research, 6, 439–44. International Journal of Contemporary hospitality Management, 13, 79–86.

Noe, F. P., & Uysal, M. (1997). Evaluation of outdoor recreational settings. A problem of measuring user satisfaction. Journal of Retailing and Consumer Services, 4(4), 223-230.

Oh, h. (1999). Service quality, customer satisfaction, and customer value: a holistic perspective. International Journal of Hospitality Management, 18, 67–82

Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17, 46-49.

Oliver, R. L. (1999). Whence consumer loyalty? Journal of Marketing, 63, 33-44. Oppermann, M. (2000). Tourism destination loyalty. Journal of Travel Research, 39, 78-84.

Petrick, J. F. (2004). Are loyal visitors desired visitors? Tourism Management, 25(4), 463-470. Pine, B. J., Peppers, D., & Rogers, M. (1995). Do you want to keep your customers forever? Harvard Business Review, March-April, 103-14.

Ross, R. L., & Iso-Ahola,‎ S.‎ E.‎ (1991).‎ Sightseeing‎ tourists’‎ motivation‎ and‎ satisfaction. Annals of Tourism Research, 18(2), 226-237.

Sangpikul, Aswin (2018). The effects of travel experience dimensions on tourist satisfaction and destination loyalty: the case of an island destination. International Journal of Culture, Tourism, and Hospitality Research.

Schofield, P. (2000). Evaluating Castlefield urban heritage park from the consumer perspective: destination attribute importance, visitor perception, and satisfaction. Tourism Analysis, 5(2-4), 183-189.

Sholihin, Mahfud & Ratmono, Dwi. (2013). Analisis SEM-PLS dengan WarpPLS 3.0 untuk hubungan nonlinier dalam penelitian sosial dan bisnis. Yogyakarta: Andi

Tourism Management, 19(1), 35-47

Supriyadi, “Perangkat Lunak Statistik SPSS + Amos”, Jakarta, 2014.

Sugiono (2013). Cara Mudah Menyusun Skripsi, Tesis dan Disertasi (STD), Alfabeta, Bandung

Turnbull, P., & Wilson, D. T. (1989). Developing and protecting profitable customer relationships. Industrial Marketing Management, 18, 233-238.

Um, S., Chon, K., & Ro, Y. (2006). Antecedents of revisit intention. Annals of Tourism Research, 33 (4), 1141-1158.

Valle, Silva, Mendes, Guerreiro. (2006).Tourist satisfaction and destination loyalty intention: A structural and categorical analysis. Int. Journal of Business Science and Applied Management, Volume 1, Issue 1.

Weaver, P.A., McCleary, K.W., Lepisto, L., & Damonte, L.T. (1994). The relationship of destination selection attributes to psychological, behavioural and demographic variables. Journal of Hospitality and Leisure Marketing, 2(2), 93-109

Woodside, A., & Lysonski, S. (1989). A General model of traveller destination choice. Journal of Travel Research, 27(4), 8–14.

Yoon, Y., & Uysal, M. (2005). An examination of the effects of motivation and satisfaction on destination loyalty: a structural model. Tourism Management, 26(1), 45-56.

Zimmer, Z., Brayley, R. E., & Searle, M. S. (1995). Whether to go and where to go: identification of important influences on seniors' decisions to travel. Journal of Travel Research, 33(3), 3-10.




DOI: http://dx.doi.org/10.32493/frkm.v2i3.3396

Refbacks

  • There are currently no refbacks.


Indexed by:

iconisjd150

 

MAILING ADDRESS

Program Pascasarjana Universitas Pamulang
JL. Surya Kencana No.1 Pamulang
Tangerang Selatan, Banten, 15417
Tlp/Fax: (021) 7412566
Handphone: +62 878-8655-3215
E-mail: forkamma@unpam.ac.id

Based on a work at http://openjournal.unpam.ac.id/index.php/FRKM

Pengunjung:

Flag Counter

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.