Membangun Rantai Pembelian Ulang Wisatawan
DOI:
https://doi.org/10.36276/mws.v8i2.191Keywords:
rebuying-quality, rebuying-quality-satisfaction change, trust, structural equation modelAbstract
Satisfaction and rebuying become the key factor influencing the advantage and growth of tourism companies in a long term. This research test the model of the relation of quality perception, satisfaction, and rebuying tourist market which a mediated by trust.
The questioner was used to collect the data from 300 respondents, test the validity and reliability confirmation with the coefficient of Cronbach alpha. Analyse the data to test the hypothesis this research used a structural equation model healthily to collect the data. The result of the empirical study indicates that a whole found a causality relation at four accurate a company, satisfaction directly influenced by the perception of quality and rebuying mediated by trust of a customer to the company.
This research implication indicates that the company owning higher level tourist satisfaction storey; level will be easier to customer becomes the devoted to doing the rebuying, therefore strengthen the ability and improve its speciality go together with the customer service, will make the company do not only limited to able to hold out attacked from serangan competitor but also able to grow healthily industrial market service which hyper-competition.
References
Albert Caruana, Arthur H. Money, Pierre R.Berthon 2000.Service quality and satisfaction - the moderating role of value. European journal of marketing, 2000, P.1338
Ali Hasan, 2012. Sustainable Tourism Marketing. Bahan Kulih Mahasiswa. Bahan Kuliah Mahasiswa Program Studi Hospitality. Handok.Yogyakarta: hlm. 50..........., 2009.Marketing Media Presindo. hal 58 - 60
Beckett, Antony. 2000. Strategic and Marketing Implication of Consumer Behaviour in servies. Journal of Service Industries, (7) 2000, p (9)
Bruhn,Manfred;Grund,Michael,2000. Theory, development and implementation of national customer satisfaction indices; Total Quality Management
Chiung-Ju Liang; Wen-Hung Wang: 2004. Attributes, benefits, customer satisfaction and behavioral loyalty. An integrative research of financial services industry in Tainwan. Journal of Services Research, 2004.
Cronin, Jr. J.J., Brady, M.K. and Hult, G.T.M. 2000. Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, (7) 2000.pp. 193-217.
Edvardsson, Bo; Johnson, Michael D, 2000. Gustafsson, Anders; Strandvik, Tore The effects of satisfaction and loyalty on profits and growth: products versus services. Total Quality Management, 2000.
Henning-Thurau, T., Gwinner, K.P., Gremier, D.D. 2002. Understanding relationship marketing outcomes: an integration of relational benefits and ralationship quality. Journal of service Research, 4 (3), pp. 230-47.
Jaisshankar Ganesh, Mark J Arnold, Kristy E Reynolds. 2000. Understanding the customer base of service providers: An examination of the differences between switchers and stayers. Journal of Marketing, (7) 2000 p. 65.
Mittal, Vikas; Kamakura, Wagner A 2001. Satisfaction, Repurchase Intent, and Repurchase Behavior : Investigating the Moderating Effect of Customer Characteristics. Journal of Marketing Research. (2) 2001. P 131.
Olsen, Svein Ottar. 2002. Comparative Evaluation and the Relationship Between Quality, Satisfaction, and Repurchase Loyalty. Journal of the Academy of Marketing Science, Summer 2002, p 24.
Roman, Sergio, 2003. The Impact of Ethical Sales Behaviour on Customer Satisfaction, Trust and Loyalty to the Company: An Empitical study in the Financial Services Industry. Journal of Marketing Management, 2003.
Smith, A. and Reynolds, N. 200i. Measuring cross-cultural service quality. International Marketing Review, 2001, pp. 450-481.
Szymanski, David M.; Henard, David H, 2001. Customer Satisfaction: A Meta-Analysis of the Empirical Evidence. Journal of the Academy of Marketing Science, 2001.
Van Montfort, Kees; Masurel, Enno; Van Rijn, Ingrid, 2000. Service Satisfaction: An Empirical Analysis of Consumer Satisfacton in Financial Service. Service Industries Journal, 2000.
Zeithaml, Valarie A, 2000. Service Quality, Profitability, and the Economic Worth of Customers: What We know and What We Need to learn. Journal of the Academy of Marketing science, 2000.
Downloads
Published
Issue
Section
License
Copyright (c) 2021 Yudi Setiaji
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Media Wisata applies a Creative Commons Attribution-ShareAlike 4.0 International License (CC BY-SA 4.0) to all articles published in the journal.
Under this license, readers and other users are permitted to share, copy, redistribute, remix, transform, and build upon the published work, including for commercial purposes, provided that the applicable license conditions are respected.
Copyright Ownership
Authors retain the copyright of their published work.
By submitting a manuscript to Media Wisata, authors grant the journal the right of first publication of the article.
The right of first publication is granted on the condition that the article is simultaneously made available under the Creative Commons Attribution-ShareAlike 4.0 International License (CC BY-SA 4.0).
The copyright ownership of the article remains with the authors unless otherwise agreed in a separate written agreement.
Creative Commons Attribution-ShareAlike 4.0 International License
The CC BY-SA 4.0 license permits users to:
- Share — copy and redistribute the material in any medium or format; and
- Adapt — remix, transform, and build upon the material for any purpose, including commercial purposes.
These permissions are subject to the following conditions:
Attribution
Users must provide appropriate credit to the original author(s), provide a link to the applicable license, and indicate whether changes were made.
Attribution must be provided in a reasonable manner and must not suggest that the original author(s) or Media Wisata endorse the user or the use of the work.
ShareAlike
If users remix, transform, or build upon the material, the resulting contribution must be distributed under the same CC BY-SA 4.0 license.
No Additional Restrictions
Users may not apply legal terms or technological measures that legally restrict others from exercising the rights granted by the CC BY-SA 4.0 license.
The full license terms are available through the official Creative Commons website.
Author Rights
Authors retain the right to:
- use their published work for teaching, research, and other scholarly purposes;
- share and disseminate their published work through legitimate academic and professional channels;
- deposit and share the published article through institutional repositories, subject to applicable repository policies;
- use the article or substantial parts of it in future scholarly works, books, dissertations, or other academic publications, provided that the original publication in Media Wisata is appropriately acknowledged; and
- enter into separate non-exclusive agreements concerning the distribution or reuse of their work, provided that the original publication in Media Wisata is acknowledged.
Self-Archiving and Online Dissemination
Authors are permitted and encouraged to share their work online before, during, and after the submission and publication process, including through:
- institutional repositories;
- personal or institutional websites;
- academic profiles and networks; and
- other legitimate scholarly communication platforms.
When sharing a published article, authors are encouraged to provide a link to the official Media Wisata article page and acknowledge the original publication.
Third-Party Material
Authors are responsible for ensuring that all third-party materials included in their manuscripts, such as photographs, figures, tables, instruments, datasets, or other copyrighted materials, are appropriately attributed and used with the necessary permission or under a license that permits such use.
The CC BY-SA 4.0 license applied to an article does not automatically apply to third-party materials that are separately identified as being subject to different copyright or licensing conditions.
Author Responsibilities
Authors are responsible for ensuring that:
- the submitted manuscript is original;
- they have the necessary rights to submit and publish the manuscript;
- all sources and third-party materials are properly acknowledged;
- required permissions for copyrighted materials have been obtained; and
- publication of the manuscript does not infringe the rights of any third party.
Relationship with Open Access
Media Wisata provides immediate and free access to its published articles in accordance with its Open Access Policy.
The open access status of the journal and the CC BY-SA 4.0 license are intended to facilitate the lawful dissemination, reuse, and scholarly impact of published research while preserving authorship and attribution.
License Statement
Unless otherwise stated, all articles published by Media Wisata are licensed under:
Creative Commons Attribution-ShareAlike 4.0 International License (CC BY-SA 4.0).
For the complete license terms, please refer to the official Creative Commons license information.
