How electronic word of mouth (e-WOM) triggers intention to visit through destination image, trust and satisfaction: the perception of a potential tourist in Japan and Indonesia

Abstract

PurposeThe purpose of the paper is to analyze the different results between the effects of electronic word of mouth (e-WOM) on the perception of potential tourist in Japan and Indonesia regarding destination image, destination trust, satisfaction and their intention to visit.Design/methodology/approachThis research method is a structural model. Based on the existing literature review, several variables were obtained which were then analyzed by WarpPLS 6.0 software. The sampling method applied in this study is the purposive sampling technique. Samples of 200 potential tourists were collected in Indonesia and 100 potential tourists were collected in Japan. The population in this study was a potential tourist in Indonesia and Japan, with the following criteria: An Indonesian citizen, age between 19 and 60 years, who has never visited Japan and a Japanese citizen who has never visited Indonesia and have ever read or conduct online discussions regarding Japan and Indonesia as a tourist destination.FindingsThe results of the analysis of the two respondents in Japan and Indonesia prove that e-WOM has a positive effect on the image of the destination and intention to visit but not on the confidence of the destination. Destination image was also proven to significantly mediate the influence of e-WOM on intention to visit. These findings bring important implications for the theory and practice of tourism marketing.Originality/valueTheoretically, the result could be used as a reference for further research about the comparison between the effect e-WOM on destination image, destination trust and intention to visit of potential tourist in developed countries and developing countries. Practically, the result could be used as a consideration for the tourism industry and authority in both countries when formulating the destination marketing strategy.Peer reviewThe peer review history for this article is available at: https://publons.com/publon/10.1108/OIR-03-2019-0111

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“…Berbagai penelitian menyebutkan bahwa e-WOM memiliki korelasi kuat dengan industri pariwisata. Misalnya pengaruh e-WOM terhadap intensi seseorang melakukan wisata kesehatan atau wisata medis (Abubakar and Ilkan, 2016), pengaruh e-WOM terhadap intensi seseorang untuk berkunjung ke destinasi wisata (Jalilvand & Samiei, 2012), peran e-WOM dalam meningkatkan jumlah kunjungan wisata ke kebun anggur (Strickland and Williams, 2022), dan e-WOM memiliki pengaruh langsung terhadap citra destinasi dan keinginan untuk berkunjung (Setiawan et al, 2021). Untuk itu, WOM dan e-WOM memainkan peran penting pada layanan yang memiliki kualitas kepercayaan tinggi seperti industri pariwisata (Jalilvand & Samiei, 2012).…”

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“…Comments and reviews from tourists significantly impact tourist expectations and decisions (Lam, Ismail, & Lee, 2020). Positive comments can increase trust and interest in visiting a tourist destination, as can negative comments (Setiawan et al, 2021). (Goyal & Taneja, 2023) state that tourists tend to trust peer reviews more than advertisements or promotions.…”