The Effect of Perceived Service Quality, Perceived Value, Destination Image, Attitude to Visiting Behavior, Tourist Satisfaction on Tourist Loyalty

Islamy, Muhammad Reza; Trisnawati, Juliani Dyah; Rahayu, Siti

doi:10.24123/jeb.v3i1.4827

Cited by 3 publications

(3 citation statements)

References 19 publications

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“…A good destination image will increase tourist visits because the image influences visiting decisions and intentions to make repeat visits [6]. Factors contributing to image formation include improved quality and reliability, trustworthiness, usability and benefits, service, risk perception, and pricing [8][9][10][11][12][13]. The dimensions used to measure destination image are friendly behavior, security posts, tourist activities, tourist information, tourist maps, cleanliness, tourist facilities, restaurants, lodging, art activities, and souvenirs [14][15][16].…”

Section: Introductionmentioning

confidence: 99%

Examining the Impact of Destination Image on Tourist Satisfaction and Loyalty at Lake Toba, Indonesia

Arif,

Hasibuan,

Purnama

et al. 2024

IJSDP

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This study aims to test the influence of destination image on tourist loyalty satisfaction in Lake Toba, Indonesia. This study uses an explanatory research approach. The population of this study is all Domestic Tourists visiting the Lake Toba Region. Determination of the number of samples using the formula and obtained as many as 96 respondents. Primary data collection is done by questionnaire (questionnaire). The data analysis method used is Partial Least Square (PLS) based Structural Equation Modelling (SEM). The study results show that cognitive, unique, and affective images positively and significantly affect on tourist satisfaction in tourist destinations in the Lake Toba Region.

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Section: Introductionmentioning

confidence: 99%

Examining the Impact of Destination Image on Tourist Satisfaction and Loyalty at Lake Toba, Indonesia

Arif,

Hasibuan,

Purnama

et al. 2024

IJSDP

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show abstract

Section: Introductionmentioning

confidence: 99%

“…This dimension of expectancy theory will help destination management officers to identify the critical motivation factors to influence the ERB of tourists at the coastal destination. (Lee, 2007;Ali, 2015;Talwar et al, 2021;Islamy, 2022). This research will also address the existing literature gap by proposing a comprehensive model explaining the motives behind the behavioural change in tourists towards the environment.…”

Section: Introductionmentioning

confidence: 99%

Understanding environmentally responsible behavior of tourists at coastal tourist destinations

Aziz

Niazi

2023

SRJ

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Purpose Tourists’ irresponsible behaviours (e.g. damaging flowers, writing and painting on the walls and throwing waste material in the water and around the sea site) damage the coastal environment. The irresponsible behaviour of tourists has raised concerns about the sustainability of the coastal tourism environment. The purpose of this study is to identify and explain the behavioural patterns of tourists that can influence the environmentally responsible behaviours (ERBs) of tourists, particularly in the context of coastal tourism. The study aims to provide a theoretical and practical explanation of destination image and perceived destination value (PDV) in shaping ERB with the mediating role of destination social responsibility (DSR) among tourists at the coastal touring destination. Design/methodology/approach The study used a quantitative research design and data were gathered from the five beaches in Karachi. Structured equation model was used to analyse the direct and mediating effect while stepwise regression was used to analyse the moderating effect of DSR. The results of the direct effect showed that cognitive image has a significant effect on the affective image, while the insignificant effect on conative image and ERB. While the affective image has a significant effect on conative and ERB, and finally, results showed a significant effect of conative image on ERB. Results of the study revealed that PDV significantly mediated the relationship between cognitive, affective and conative destination image and ERB. Finally, the study’s results revealed that DSR has significantly moderated the relationship between affective, conative destination image, PDV and ERB. Findings The results are divided into three categories, direct effect, mediating effect and moderating effect. The results of the direct effect showed that cognitive image has a significant effect on the affective image, while the insignificant effect on conative image and ERB. While affective image has a significant effect on conative and ERB, and finally, results showed a significant effect of conative image on ERB. It is found in the results that PDV significantly mediated the relationship between cognitive, affective and conative destination image and ERB. Finally, the study’s results revealed that DSR has significantly moderated the relationship between affective, conative destination image, PDV and ERB. Research limitations/implications First, data has been collected from a single geographic area of Pakistan. Therefore, cross-country data are required to compare the ERB of tourists. Second, only local respondents are considered in the study; future studies may include foreign tourists as well. Finally, data has been collected during one month in summer, which may have measured the experience of only summer. The respondent may have different perceived values and destination images during winter. The future study may split data collection into summer and winter to cover diverse perceptions of tourists. Social implications It is almost impossible for coastal destinations to achieve a competitive advantage without attaining sustainable coastal environments. Clean and green beaches and responsible behaviour towards marine mammals can only be achieved through tourists’ ERB. This study has major contributions towards society by reserving the natural environment of coastal areas. Originality/value This research will significantly contribute to the existing literature by extending the ERB knowledge through the theoretical lens of cognitive-affective-conative models and social expectancy theory. Moreover, PDV as a mediator and DSR as a moderator will enhance the understanding of ERB and extend the existing literature. Further research has provided a strong understanding of how cognitive, effective and conative image helps in influencing the ERB of tourists. Moreover, research will benefit destination managers and policymakers to enhance the image and perceived value of touring destinations. Finally, this study is a unique attempt to present a comprehensive model which could be applicable to diverse situations and areas.

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Understanding the mediating effect of switching costs on service value, quality, satisfaction, and loyalty

Ha,

Nguyen,

Doan

2023

Humanit Soc Sci Commun

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This work examines the connections between service quality (SQ), service value (SV), customer satisfaction (CS), and customer loyalty (CL) within the healthcare industry. In addition, we seek to provide empirical evidence regarding the impact of different types of switching barriers, including procedural, financial, and relational costs, on these relationships. This is because switching costs are the key factors for maintaining and developing the relationship with the customer. The paper uses the Partial Least Squares Structural Equation Modeling (PLS-SEM) method for assessing the structure of - and examining - the valid data sample of 300 people, who have all experienced service from private healthcare in Ho Chi Minh City (HCMC), Vietnam. This paper is the first to study the three-dimensional switching costs (SC) (procedural, financial, and relational) as mediators of the CS-CL, and SV-CL relationships together in the private healthcare sector. The significant contributions of this paper include: (1) procedural, financial, and relational switching costs which have a determinant impact on customer loyalty (CL). Moreover, loyalty is also achieved through value given, and the pleasure of clients in the healthcare sector, (2) while customer satisfaction (CS) is a mediator of service value (SV) and CL, SV intervenes between the SQ and CS, (3) procedural/financial switching costs partially mediate the effects of the SV, CS, and CL relationships. Both academic contributions and managerial recommendations are provided by the results of this research in order to enrich the literature, and also to suggest that companies build stronger relationships with their customers and thus retain them.

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The Effect of Perceived Service Quality, Perceived Value, Destination Image, Attitude to Visiting Behavior, Tourist Satisfaction on Tourist Loyalty

Cited by 3 publications

References 19 publications

Examining the Impact of Destination Image on Tourist Satisfaction and Loyalty at Lake Toba, Indonesia

Examining the Impact of Destination Image on Tourist Satisfaction and Loyalty at Lake Toba, Indonesia

Understanding environmentally responsible behavior of tourists at coastal tourist destinations

Understanding the mediating effect of switching costs on service value, quality, satisfaction, and loyalty

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