Article Sidebar

Download
PDF
Statistic
Read Counter : 90 Download : 74

Downloads

Download data is not yet available.

Main Article Content

Abstract

In the tourism sector, tourist satisfaction is the primary determinant for assessing the effectiveness of managing tourism destinations and the long-term viability of tourism enterprises. Tourist satisfaction becomes crucial to discern the influential factors that impact the tourist's satisfaction. This research seeks to elucidate the direct effect of service quality on tourist satisfaction and its indirect effect mediated through memorable travel experiences. This study employed a quantitative research design, utilizing cross-sectional surveys with questionnaire instruments. The validity and reliability of the questionnaire instrument were assessed through a sample of 30 respondents. A total of 204 tourists, selected using an accidental sampling technique, participated in research conducted in Jakarta Old Town. The collected data was subjected to Structural Equation Modeling (SEM PLS). The findings from the tests reveal that service quality exerts a direct and significantly positive impact on tourist satisfaction, and it also exerts an indirect influence mediated through the creation of memorable travel experiences. Hence, it is imperative for the management of Jakarta Old Town to consistently enhance the quality of services to cultivate memorable tourism experiences. These remarkable travel experiences foster an emotional bond that can instigate the development of contentment and other favorable behaviors.

Keywords

Service Quality Memorable Tourism Experience Tourist Satisfaction Positive Behavior Business Sustainability

Article Details

Creative Commons License

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

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

How to Cite
Eviana, N. (2024). Increasing Tourist Satisfaction Through Service Quality: The Mediating Role of Memorable Tourism Experience. Ilomata International Journal of Management, 5(3), 729-742. https://doi.org/10.61194/ijjm.v5i3.1182

References

  1. Afthanorhan, A., Awang, Z., Rashid, N., Foziah, H., & Ghazali, P. L. (2019). Assessing the effects of service quality on customer satisfaction. Management Science Letters, 9(1), 13–24. https://doi.org/10.5267/j.msl.2018.11.004
  2. Bigne, E., Fuentes-Medina, M. L., & Morini-Marrero, S. (2020). Memorable tourist experiences versus ordinary tourist experiences analysed through user-generated content. Journal of Hospitality and Tourism Management, 45(April), 309–318. https://doi.org/10.1016/j.jhtm.2020.08.019
  3. Cangur, S., & Ercan, I. (2015). Comparison of model fit indices used in structural equation modeling under multivariate normality. Journal of Modern Applied Statistical Methods, 14(1), 152–167. https://doi.org/10.22237/jmasm/1430453580
  4. Chan, W. C., Wan Ibrahim, W. H., Lo, M. C., Mohamad, A. A., Ramayah, T., & Chin, C. H. (2021). Controllable drivers that influence tourists’ satisfaction and revisit intention to Semenggoh Nature Reserve: the moderating impact of destination image. Journal of Ecotourism, 0(0), 1–19. https://doi.org/10.1080/14724049.2021.1925288
  5. Chandralal, L., & Valenzuela, F.-R. (2015). Memorable Tourism Experiences: Scale Development. Contemporary Management Research, 11(3), 291–310. https://doi.org/10.7903/cmr.13822
  6. Gholipour Soleimani, A., & Einolahzadeh, H. (2018). The influence of service quality on revisit intention: The mediating role of WOM and satisfaction (Case study: Guilan travel agencies). Cogent Social Sciences, 4(1), 1–14. https://doi.org/10.1080/23311886.2018.1560651
  7. Gomezelj, D. O., & Mihalič, T. (2008). Destination competitiveness-Applying different models, the case of Slovenia. Tourism Management, 29(2), 294–307. https://doi.org/10.1016/j.tourman.2007.03.009
  8. Hair, J. F. J., Hult, G. . M., Ringle, C. M., & Sarstedt, M. (2014). A Primer on Partial Least Squares Structural Equation Modeling. In V. Knight, K. Koscielak, L. Barret, & G. Dickens (Eds.), Sage Publication Inc. Los Angeles: SAGE Publication Inc. https://doi.org/10.1016/j.lrp.2013.01.002
  9. Hair Jr, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2017). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM). In Sage (2nd editio). Los Angeles: SAGE Publication Inc.
  10. Hau, T. C., & Omar, K. (2014). The impact of service quality on tourist satisfaction: The case study of rantau abang beach as a turtle sanctuary destination. Mediterranean Journal of Social Sciences, 5(23), 1827–1832. https://doi.org/10.5901/mjss.2014.v5n23p1827
  11. Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the Academy of Marketing Science, 43(1), 115–135. https://doi.org/10.1007/s11747-014-0403-8
  12. Hussain, R., Al Nasser, A., & Hussain, Y. K. (2015). Service quality and customer satisfaction of a UAE-based airline: An empirical investigation. Journal of Air Transport Management, 42(October), 167–175. https://doi.org/10.1016/j.jairtraman.2014.10.001
  13. Jahmani, A. (2017). The effect of royal Jordanian airline service quality on passengers’ satisfaction. International Journal of Business and Society, 18(S3), 519–530.
  14. Jiang, H., & Zhang, Y. (2016). An investigation of service quality, customer satisfaction and loyalty in China’s airline market. Journal of Air Transport Management, 57, 80–88. https://doi.org/10.1016/j.jairtraman.2016.07.008
  15. Kilic, S. (2016). Cronbach’s alpha reliability coefficient. Journal of Mood Disorders, 6(1), 47. https://doi.org/10.5455/jmood.20160307122823
  16. Kim, J.-H., Ritchie, J. R. B., & McCormick, B. (2012). Development of a scale to measure memorable tourism experiences. Journal of Travel Research, 51(1), 12–25. https://doi.org/10.1177/0047287510385467
  17. Kim, J. H. (2017). The Impact of Memorable Tourism Experiences on Loyalty Behaviors: The Mediating Effects of Destination Image and Satisfaction. Journal of Travel Research, 57(7), 1–15. https://doi.org/10.1177/0047287517721369
  18. Lai, K. P., Yee Yen, Y., & Siong Choy, C. (2020). The effects of service quality and perceived price on revisit intention of patients: the Malaysian context. International Journal of Quality and Service Sciences. https://doi.org/10.1108/IJQSS-02-2019-0013
  19. Lin, C. H., & Kuo, B. Z. L. (2016). The Behavioral Consequences of Tourist Experience. Tourism Management Perspectives, 18, 84–91. https://doi.org/10.1016/j.tmp.2015.12.017
  20. Lindeman, M. I. H., Zengel, B., & Skowronski, J. J. (2017). An exploration of the relationship among valence, fading affect, rehearsal frequency, and memory vividness for past personal events. Memory, 25(6), 724–735. https://doi.org/10.1080/09658211.2016.1210172
  21. Marschall, S. (2012). Tourism and memory. Annals of Tourism Research, 39(4), 2216–2219. https://doi.org/10.1016/j.annals.2012.07.001
  22. Milman, A., & Tasci, A. D. A. (2018). Exploring the experiential and sociodemographic drivers of satisfaction and loyalty in the theme park context. Journal of Destination Marketing and Management, 8(June), 385–395. https://doi.org/10.1016/j.jdmm.2017.06.005
  23. Moon, H., & Han, H. (2018). Destination attributes influencing Chinese travelers’ perceptions of experience quality and intentions for island tourism: A case of Jeju Island. Tourism Management Perspectives, 28(August), 71–82. https://doi.org/10.1016/j.tmp.2018.08.002
  24. Nugraha, K. S. W., Suryaningsih, I. B., & Cahyanti, I. D. (2021). Destination quality, experience involvement and memorable tourism experience: Is it relevant for rural tourism? Management and Marketing, 16(1), 69–85. https://doi.org/10.2478/mmcks-2021-0005
  25. Rasoolimanesh, S. M., Seyfi, S., Rather, R. A., & Hall, C. M. (2022). Investigating the mediating role of visitor satisfaction in the relationship between memorable tourism experiences and behavioral intentions in heritage tourism context. Tourism Review, 77(2), 687–709. https://doi.org/10.1108/TR-02-2021-0086
  26. Rismawati, & Sitepu, E. S. (2021). The Influence of Service Quality , Destination Image , and Memorable Experience on Revisit Intention with Intervening Variables of Tourist Satisfaction. International Journal of Applied Sciences in Tourism and Events, 5(1), 77–87. https://doi.org/http://dx.doi.org/10.31940/ijaste.v5i1.2097
  27. Rusdin, N. A., & Rashid, R. A. (2018). Service quality, satisfaction and revisit intention: A conceptual model. Journal of Tourism, Hospitality & Culinary Arts, 10(2), 1–11.
  28. Setiawan, E. B., Wati, S., Wardana, A., & Ikhsan, R. B. (2020). Building trust through customer satisfaction in the airline industry in Indonesia: Service quality and price fairness contribution. Management Science Letters, 10(5), 1095–1102. https://doi.org/10.5267/j.msl.2019.10.033
  29. Setiawan, R. (2021). The Effect of Service Quality and Service Value on Suroboyo Bus Passenger Satisfaction. IOP Conference Series: Earth and Environmental Science, 830(1). https://doi.org/10.1088/1755-1315/830/1/012005
  30. Sipe, L. J., & Testa, M. R. (2018). From Satisfied to Memorable: An Empirical Study of Service and Experience Dimensions on Guest Outcomes in the Hospitality Industry. Journal of Hospitality Marketing and Management, 27(2), 178–195. https://doi.org/10.1080/19368623.2017.1306820
  31. Sthapit, E., Björk, P., & Coudounaris, D. N. (2022). Airbnb: what determines a memorable experience? Consumer Behavior in Tourism and Hospitality, October. https://doi.org/10.1108/cbth-06-2021-0158
  32. Sun, Y., Ma, H., & Chan, E. H. W. (2018). A model to measure tourist preference toward scenic spots based on social media data: A case of Dapeng in China. Sustainability (Switzerland), 10(1), 1–13. https://doi.org/10.3390/su10010043
  33. Thoo, P. Y., Johari, S., Ismail, M. H., Lee, L. L., & Hasan, M. L. (2019). The relationship between service quality and memorable tourism experience at giant panda conservation centre in zoo Negara Malaysia. International Journal of Recent Technology and Engineering, 7(5), 69–74.
  34. Toudert, D., & Bringas-Rábago, N. L. (2019). Destination food image, satisfaction and outcomes in a border context: tourists vs excursionists. British Food Journal, 121(5), 1101–1115. https://doi.org/10.1108/BFJ-03-2019-0148
  35. Tung, V. W. S., & Ritchie, J. R. B. (2011). Exploring the essence of memorable tourism experiences. Annals of Tourism Research, 38(4), 1367–1386. https://doi.org/10.1016/j.annals.2011.03.009
  36. Wang, D. Y. (2016). More important than ever: Measuring Tourist Satisfaction. In Griffith Institute for Tourism Research (Issue 10).
  37. Ye, S., Wei, W., Wen, J., Ying, T., & Tan, X. (2021). Creating Memorable Experience in Rural Tourism: A Comparison between Domestic and Outbound Tourists. Journal of Travel Research, 60(7), 1527–1542. https://doi.org/10.1177/0047287520951641
  38. Yuliviona, R., Abdullah, M., Alias, Z., & Sefnedi. (2019). The role of muslim tourist satisfaction as a mediating factor in the relationship between Islamic attributes of destination and service quality on desination loyalty. Journal of Environmental Treatment Techniques, 7(4), 808–814.
  39. Yuniarti, Y., Makaginsar, C., Nia Irasanti, S., & Awalia Yulianto, F. (2022). Validity and Reliability of a Questionnaire About Dental and Oral Health. KnE Life Sciences, 2022, 29–35. https://doi.org/10.18502/kls.v7i5.12505
  40. Zboja, J. J., Laird, M. D., & Bouchet, A. (2016). The moderating role of consumer entitlement on the relationship of value with customer satisfaction. Journal of Consumer Behaviour, 15(3), 216–224. https://doi.org/10.1002/cb.1534
  41. Zhang, H., Wu, Y., & Buhalis, D. (2018). A model of perceived image, memorable tourism experiences and revisit intention. Journal of Destination Marketing and Management, 8(June), 326–336. https://doi.org/10.1016/j.jdmm.2017.06.004