KEMUNGKINAN ELABORASI: KUALITAS SEBAGAI PESAN DALAM MEMPENGARUHI KEPUASAN DAN MINAT BERKUNJUNG KEMBALI

Faruq Alhasbi; Saiful Amri

doi:10.35308/source.v6i2.2558

KEMUNGKINAN ELABORASI: KUALITAS SEBAGAI PESAN DALAM MEMPENGARUHI KEPUASAN DAN MINAT BERKUNJUNG KEMBALI

Faruq Alhasbi, Saiful Amri

Abstract

The tourism trend was change, marked by an increased in the exploration of cultural and historical tourism. The government through development program also support this phenomenon since 2014, with aim to increase the income through tourism sector. However, museum as cultural destinations have inverted trend. Quality as a message play important role to attract tourist. This research uses elaboration likelihood perspective to examine how quality as a message affects revisit intention. The result of quantitative process using SmartPLS showed that the effect of quality on tourist satisfaction is higher than quality on revisit intentions and the indirect effect of quality on revisit intention through tourist satisfaction is stronger than direct effect. It described that elaboration using central route is more effective to generating intention to travel back and intention to recommend. These results recommend that managers should improve some existing facilities and provide several supporting facilities or new facilities to increase visitor satisfaction. The elaboration by visitors proves that the use of the central route is more effective for museum marketing.

Full Text:

PDF

References

Aaker, D. A. (1996). Building Strong Brands (1st ed.). New York: Free Press.

Abdullah, S. I. N. W., & Lui, E. (2018). Satisfaction Drivers and Revisit Intention of International Tourist in Malaysia. Journal of Tourism, Hospitality and Enviromental Management, 1–13.

Adil, M., Ghaswyneh, O. F. M. Al, & Albkour, A. M. (2013). SERVQUAL and SERVPERF: A Review of Measures in Services Marketing Research. Global Journal of Management and Business Research Marketing, 13(6), 64–76.

Anwar, L. A., Suharyono, & Bafadhal, A. S. (2018). Pengaruh Dining Service Quality (DINESERV) terhadap Customer Satisfaction dan Revisit Intention (Survei pada Pelanggan D’COST Seafood Restaurant Malang Town Square). Jurnal Administrasi Bisnis, 58(1), 27–35.

Aryska, M. (2017). Pengaruh Reputasi Perusahaan dan Kualitas Pelayanan Terhadap Kepuasan Pasien (Kasus Rumah Sakit Islam Ibnu Sina Pekanbaru). JOM FISIP, 4(1), 1–15.

Audi, R. (1986). Action, Decision, and Intention: Studies in the Foundations of Action Theory as an Approach to Understanding Rationality and Decision. (R. Audi, Ed.) (1st ed., Vol. 4). Dordrecht: Springer Netherlands. https://doi.org/10.1128/AEM.69.5.2540-2547.2003

Baker, D. A., & Crompton, J. L. (2000). Quality, satisfaction and behavioral intentions. Annals of Tourism Research, 27(3), 785–804. https://doi.org/10.1016/S0160-7383(99)00108-5

Baron, R. M., & Kenny, D. A. (1986). The Moderator-Mediator Variable Distinction in Social Psychological Research: Conceptual , Strategic , and Statistical Considerations. Journal of Personality and Social Psychology, 51(6), 1173–1182.

Baxter, L. A., & Babbie, E. (2004). The Basic of Communication Research (1st ed.). Canada: Thomson Wadsworth.

Cowen-Elstner, C. (2018). Impacting the Sensory Experience of Products; Experimental Studies. Haburg: Springer Gabler. https://doi.org/10.1007/978?3?658?21206?3

Farida, Y., & Zakky, Z. (2017). Customer Satisfaction in an SME: A customer perspective in perceived value and local brand image. Russian Journal of Agricultural and Socio-Economic Sciences, 11(71), 330–336. https://doi.org/10.18551/rjoas.2017-11.42

Ford, R. C., Sturman, M. C., & Heaton, C. P. (2012). Managing Quality Service in Hospitality: How Organization Archieve Excellence in the Guest Experience. New York: Delmar Cengage Learning.

Frochot, I., & Hughes, H. (2000). HISTOQUAL: The development of a historic houses assessment scale. Tourism Management, 157–167. https://doi.org/10.1016/S0261-5177(99)00045-X

Griffin, E. A. (2012). A First Look at Communication Theory (8th ed.). New York: McGraw-Hill.

Hussein, A. S. (2015). Penelitian Bisnis dan Manajemen menggunakan Partial Least Squares (PLS) dengan smartPLS 3.0. Malang: Universitas Brawijaya.

Kotler, P., & Keller, K. L. (2009). Manajemen Pemasaran (13th ed.). Jakarta: Erlangga.

Kumalasari, R. D., Gutama, W. A., & Pratiwi, D. E. (2018). The Effect of Electronic Word of Mouth (eWOM) on Willingness to Visit Agro-tourism of Café Sawah Pujon Kidul. Jurnal Komuniti, 29(2), 65–75. https://doi.org/10.21776/ub.habitat.2018.029.2.8

Littlejohn, S. W., & Foss, K. A. (2009). Teori Komunikasi (9th ed.). Jakarta: Salemba Humanika.

Littlejohn, S. W., Foss, K. A., & Oetzel, J. G. (2017). Theories of Human Communication (11th ed.). Illionis: Waveland Press, Inc.

Meuthia. (2017). Efektifitas Electronic Word of Mouth (e-wom) melalui Media Sosial pada Ekowisata Bahari di Sumatera Barat. Jurnal Teknologi Sistem Informasi, 03(01), 101–108. https://doi.org/10.25077/TEKNOSI.v3i1.2017.101-108

Prayogo, R. R., & Kusumawardhani, A. (2016). Examining Relationships of Destination Image, Service Quality, e-WOM, and Revisit Intention to Sabang Island, Indonesia. Asia Pacific Management and Business Application, 5(2), 85–96. https://doi.org/10.21776/ub.apmba.2016.005.02.3

Salehzadeh, R., Pool, J. K., & Soleimani, S. (2016). Brand personality, brand equity and revisit intention: An empirical study of a tourist destination in Iran. Tourism Review, 71(3), 205–218. https://doi.org/10.1108/TR-02-2016-0005

Sasongko, A. (2018, October 20). Museum Sangiran Berbenah untuk Tarik Wisatawan. Republika. Retrieved from https://www.republika.co.id/berita/nasional/daerah/18/10/20/pgw2ro313-museum-sangiran-berbenah-untuk-tarik-wisatawan

Schiffman, L. G., & Kanuk, L. L. (2008). Perilaku Konsumen (7th ed.). Jakarta: Indeks.

Sukwadi, R., Inderawati, W., & Stephanie, J. (2017). Analisis faktor-faktor yang mempengaruhi minat berkunjung kembali ke Pekan Raya Indonesia: Peran moderasi dari kesadaran merek. In Seminar Nasional Sains dan Teknik (SNST) (pp. 1–6). Semarang: Wahid Hasyim University.

Supranto, J. (2006). Pengukuran Tingkat Kepuasan Pelanggan untuk Menaikkan Pangsa Pasar. Jakarta: PT Asdi Mahasatya.

Tjiptono, F. (2011). Service Quality and Satisfaction (3rd ed.). Yogyakarta: Andi Offset.

Undang-Undang Republik Indonesia Nomor 10 Tahun 2009 tentang Kepariwisataan, Pub. L. No. 10 (2009). Republic of Indonesia.

Valenta, E. (2017, April 23). Laju Wisata Sejarah Sangiran Masih Terkendala Infrastruktur. CNN Indonesia. Retrieved from https://www.cnnindonesia.com/gaya-hidup/20170422214741-269-209502/laju-wisata-sejarah-sangiran-masih-terkendala-infrastruktur

West, R., & Lynn H., T. (2009). Introducing Communication Theory: Analysis and Application (4th ed.). New York: McGraw-Hill.

Wibowo, S. F., Sazali, A., & Rivai, A. K. P. (2016). The Influence of Destination Image and Tourist Satisfaction toward Revisit Intention of Setu Babakan Betawi Cultural Village. Jurnal Riset Manajemen Sains Indonesia, 7(1), 136–156. https://doi.org/10.21009/JRMSI.007.1.08

Widodo, J. (2018). Laporan 4 Tahun Pemerintahan Joko Widodo - Jusuf Kalla. Jakarta.

WTTC. (2018). Travel and Tourism: Economic Impact 2018 Indonesia. London.

Yuniawati, Y., & Finardi, A. D. I. (2016). Pengaruh Customer Experience terhadap Revisit Intention di Taman Wisata Alam Gunung Tangkuban Perahu. Tourism and Hospirality Essentials Journal, 6(1), 983–994.

Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2017). Services Marketing: Integrating Customer Focus Across the Firm (7th ed.). McGraw-Hill.

DOI: https://doi.org/10.35308/source.v6i2.2558