Effect of Develop Strategy, Ethical Climate, on Quality Service to Customer Experience With Local Wisdom as a Moderating Variable

Abstract

Research objective is to analyze whether local wisdom can moderate service quality with several variables involved, including developing strategy, service quality, customer experience, dimensions involved in this research are identifying the customer needs improvement strategy, and how the role of the government in supporting service quality by looking at the dimensions of interaction, education, entertainment, escapism, esthetic, network and outcomes. Local wisdom is a part of moderation in this research to be able to see the extent of the role of government and star hotels to respond wisely that has been passed down by its predecessors. Research method used in this study is the quantitative method and survey techniques. Number of samples needed in this study were 98 respondents given in the form of direct questionnaires and also through electronic media. Respondent was head and director of star hotel in Riau Islands. Processing was performed using Smart PLS. Results of this study are getting better if service quality is significantly positive with local wisdom and able to development of strategies to better support the tourism industry. Managerial implications in this study are to provide better information for relevant agencies in order to be able to maintain as a friendly national identity and also cultural and ancestral heritage by being positive in supporting the tourism industry.

The Influence of Servi̇ce Quali̇ty, Experi̇ence, Desti̇nati̇on Image Wi̇th Sati̇sfacti̇on Medi̇ati̇on on Touri̇sts Vi̇si̇ti̇ng Batam Ci̇ty

“…Service quality is also a measure of how well the level of service provided is in accordance with the expectations desired by the customer. Service quality is the company's expectation to fulfill its wants and expectations Hasan et al (2020).…”

“…The more visitors are satisfied with the goal, the more possibilities for the visitor; to revisit in the future Mujihestia et al (2018). Tourist Satisfaction is the result (output) of the natural expanse of the environment and a sense of awe is an important and most anticipated feeling for tourists visiting a place and results in tourists' satisfaction and quality and emotional values have a positive impact on tourist satisfaction Hasan et al (2020).…”