FACTORS AFFECTING REVISIT INTENTION WITH CUSTOMER SATISFACTION AS A MEDIATING VARIABLE IN ECO FRIENDLY RESORTS

Syafruddin Chan

Abstract

this study aimed to observe the effect of concern environment, physical and social environment as an independent variable that affects revisit intention with customer satisfaction as a mediating variable. Questionnaires distributed in eco-friendly resort in Sabang Zone, Indonesia, which is a recreational diving center in western part of Indonesia, using probability sampling techniques. Data were collected and then be analyzed using covariance Based SEM, AMOS. Hypothesis test results proved that there were positive and significant influence among five variables examined in the study, both directly and indirectly.

 

Key words Environment Concern, Physical Environment, Social Environment, Revisit Intention and Customer Satisfaction.

 Full Text:

PDF

References

Ali, F., Omar, R., & Amin, M. (2013). of the relationships between physical environment, perceived value, image and behavioural Intentions: A SEM approach towards Malaysian resort hotels. Journal of Hotel and Tourism Management. Retrieved from http://fac.ksu.edu.sa/sites/default/files/ali_omar_and_amin_2013.pdf

Bitner, M. (1992). Servicescapes: The impact of physical surroundings on customers and employees. The Journal of Marketing. Retrieved from http://www.jstor.org/stable/1252042

BPKS Working Paper (2015). Focusing on Tourism to Develop Sabang FTZ Economy. BPKS Sabang, Aceh, Indonesia.

Brady, M., Cronin, J., & Brand, R. (2002). Performance-only measurement of service quality: a replication and extension. Journal of Business Research. Retrieved from http://www.sciencedirect.com/science/article/pii/S0148296300001715

Brécard, D., Hlaimi, B., Lucas, S., & Perraudeau, Y. (2009). Determinants of demand for green products: An application to eco-label demand for fish in Europe. Ecological. Retrieved from http://www.sciencedirect.com/science/article/pii/S0921800909003061

Carlson, J., & O’Cass, A. (2010). Exploring the relationships between e-service quality, satisfaction, attitudes and behaviours in content-driven e-service web sites. Journal of Services Marketing. Retrieved from http://www.emeraldinsight.com/doi/abs/10.1108/08876041011031091

Chen, N., & Funk, D. (2010). Exploring destination image, experience and revisit intention: A comparison of sport and non-sport tourist perceptions. Journal of Sport & Tourism. Retrieved from http://www.tandfonline.com/doi/abs/10.1080/14775085.2010.513148

Chen, T., & Chai, L. (2010). Attitude towards the environment and green products: consumers’ perspective. Management Science and Engineering. Retrieved from http://search.proquest.com/openview/a7ca39a001ee597761e03ab0306b9908/1?pq-origsite=gscholar&cbl=40275

Cherian, J., & Jacob, J. (2012). Green marketing: A study of consumers’ attitude towards environment friendly products. Asían Social Science. Retrieved from http://search.proquest.com/openview/c38160fa7de4089c0c9cb18e591a472a/1?pq-origsite=gscholar&cbl=307076

Flint, D. J., Blocker, C. P., & Boutin, P. J. (2011). Customer value anticipation, customer satisfaction and loyalty: An empirical examination. Industrial Marketing Management, 40(2), 219–230. http://doi.org/10.1016/j.indmarman.2010.06.034

Foster, C. (2004). Gendered retailing: a study of customer perceptions of front-line staff in the DIY sector. International Journal of Retail & Distribution. Retrieved from http://www.emeraldinsight.com/doi/pdf/10.1108/09590550410549329

Han, H., & Ryu, K. (2009). The roles of the physical environment, price perception, and customer satisfaction in determining customer loyalty in the restaurant industry. Journal of Hospitality & Tourism Research. Retrieved from http://journals.sagepub.com/doi/abs/10.1177/1096348009344212

Hassan, F., & Hj, R. (n.d.). Segmenting Nature~ based Tourists and Perception of Servicescape at Tainan Negara (National Park Malaysia). Scholar.dkyobobook.co.kr. Retrieved from http://scholar.dkyobobook.co.kr/searchDetail.laf?barcode=4010023244673

Huang, J., & Hsu, C. (2010). The impact of customer-to-customer interaction on cruise experience and vacation satisfaction. Journal of Travel Research. Retrieved from http://journals.sagepub.com/doi/abs/10.1177/0047287509336466

Huang, S., & Hsu, C. (2009). Effects of travel motivation, past experience, perceived constraint, and attitude on revisit intention. Journal of Travel Research. Retrieved from http://journals.sagepub.com/doi/abs/10.1177/0047287508328793

Jauhari, V., & Manaktola, K. (2007). Exploring consumer attitude and behaviour towards green practices in the lodging industry in India. International Journal of. Retrieved from http://www.emeraldinsight.com/doi/pdf/10.1108/09596110710757534

Juhari, N., Ali, H., & Khair, N. (2012). The shopping mall servicescape affects customer satisfaction. 3rd International Conference on. Retrieved from https://www.researchgate.net/profile/Hishamuddin_Ali/publication/267406194_THE_SHOPPING_MALL_SERVICESCAPE_AFFECTS_CUSTOMER_SATISFACTION/links/546c91720cf21e510f63e2b6.pdf

Kassim, N., & Abdullah, N. A. (2010). The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e-commerce settings: A cross cultural analysis. Asia Pacific Journal of Marketing. Retrieved from http://www.emeraldinsight.com/doi/abs/10.1108/13555851011062269

Kim, S., & Park, E. (2014). First-time and repeat tourist destination image: the case of domestic tourists to Weh Island, Indonesia. Anatolia, (May 2015), 1–13. http://doi.org/10.1080/13032917.2014.984233

Knutson, B., Stevens, P., Wullaert, C., & Patton, M. (1990). LODGSERV: A service quality index for the lodging industry. Journal of Hospitality. Retrieved from http://jht.sagepub.com/content/14/2/277.short

Kuminoff, N., Zhang, C., & Rudi, J. (2010). Are travelers willing to pay a premium to stay at a" green" hotel? Evidence from an internal meta-analysis of hedonic price premia. Agricultural & Resource. Retrieved from https://pdfs.semanticscholar.org/97b0/21569be64ae9aeffc28a0ea30b968c3fe3d2.pdf

Kusumawati, I., & Huang, H.-W. (2015). Key factors for successful management of marine protected areas: A comparison of stakeholders׳ perception of two MPAs in Weh island, Sabang, Aceh, Indonesia. Marine Policy, 51, 465–475. http://doi.org/10.1016/j.marpol.2014.09.029

Ladhari, R. (2010). Developing e-service quality scales: A literature review. Journal of Retailing and Consumer Services. Retrieved from http://www.sciencedirect.com/science/article/pii/S0969698910000615

Libai, B., Bolton, R., Bügel, M., & Ruyter, K. De. (2010). Customer-to-customer interactions: broadening the scope of word of mouth research. Journal of Service. Retrieved from http://jsr.sagepub.com/content/13/3/267.short

Mahamad, O., & Ramayah, T. (2010). Service quality, customer satisfaction and loyalty: a test of mediation. International Business Research. Retrieved from http://search.proquest.com/openview/759d887ce8d1f80d5375570a65f217bb/1?pq-origsite=gscholar

Matzler, K., Bailom, F., Hinterhuber, H., & Renzl, B. (2004). The asymmetric relationship between attribute-level performance and overall customer satisfaction: a reconsideration of the importance–performance analysis. Industrial Marketing. Retrieved from http://www.sciencedirect.com/science/article/pii/S0019850103000555

Mihelis, G., Grigoroudis, E., Siskos, Y., Politis, Y., & Malandrakis, Y. (2001). Customer satisfaction measurement in the private bank sector. European Journal of Operational Research, 130(2), 347–360. http://doi.org/10.1016/S0377-2217(00)00036-9

Nyaga, N. (n.d.). Assessing the tourist destination image and its effect on tourist Revisit Intentions in Rwanda. Academia.edu. Retrieved from http://www.academia.edu/download/33052274/John_paper.docx

Paco, A. Do, & Raposo, M. (2009). “Green” segmentation: an application to the Portuguese consumer market. Marketing Intelligence & Planning. Retrieved from http://www.emeraldinsight.com/doi/abs/10.1108/02634500910955245

Rahbar, E., & Wahid, N. A. (2011). Investigation of green marketing tools’ effect on consumers’ purchase behavior. Business Strategy Series. Retrieved from http://www.emeraldinsight.com/doi/abs/10.1108/17515631111114877

Ramsaran-Fowdar, R. (2007). Developing a service quality questionnaire for the hotel industry in Mauritius. Journal of Vacation Marketing. Retrieved from http://journals.sagepub.com/doi/abs/10.1177/1356766706071203

Raza, M., Siddiquei, A., & Awan, H. (2012). Relationship between service quality, perceived value, satisfaction and revisit intention in hotel industry. Journal of Contemporary …. Retrieved from https://www.researchgate.net/profile/Muhammad_Raza42/publication/275035518_Relationship_between_service_quality_perceived_value_satisfaction_and_revisit_intention_in_hotel_industry/links/5564199708ae9963a11ef9ff.pdf

Ryu, K., & Han, H. (2011). New or repeat customers: How does physical environment influence their restaurant experience? International Journal of Hospitality Management. Retrieved from http://www.sciencedirect.com/science/article/pii/S0278431910001350

Som, A., Marzuki, A., & Yousefi, M. (2012). Factors influencing visitors’ revisit behavioral intentions: a case study of Sabah, Malaysia. International Journal of. Retrieved from http://www.ccsenet.org/journal/index.php/ijms/article/view/15499

Um, S., Chon, K., & Ro, Y. (2006). Antecedents of revisit intention. Annals of Tourism Research. Retrieved from http://www.sciencedirect.com/science/article/pii/S0160738306000685

Wall, E., & Berry, L. (2007). The combined effects of the physical environment and employee behavior on customer perception of restaurant service quality. Cornell Hotel and Restaurant Administration. Retrieved from http://cqx.sagepub.com/content/48/1/59.short

Yim, C., Tse, D., & Chan, K. (2008). Strengthening customer loyalty through intimacy and passion: Roles of customer–firm affection and customer–staff relationships in services. Journal of Marketing Research. Retrieved from http://journals.ama.org/doi/abs/10.1509/jmkr.45.6.741

DOI: https://doi.org/10.24815/jmi.v9i1.11416

Refbacks

  • There are currently no refbacks.