The Iinfluence of Electronic Word-of-Mouth, Service Quality, Destination Image and Satisfaction Toward Revisit Intention (Study on Bukittinggi City, West Sumatera)

Abstract

The purpose of this research are to analyze : (1) the effect of E-WOM on Destination Image of Bukittinggi City (2) the effect of E-WOM on Satisfaction of Bukittinggi City (3) the effect of Service Quality on Destination Image of Bukittinggi City (4) the effect of Service Quality on Satisfaction of Bukittinggi City (5) the effect of Destination Image on Revisit Intention of Bukittinggi City (6) the effect of Satisfaction on Revisit Intention of Bukittinggi city. The type of this research is causative research. The population of this research is the padang society who has visited Bukittinggi City. Total sample of this research was 208 people by using questionnaire. The results of this research show that (1) E-WOM has a significant & positive effect on Destination Image (2) E-WOM has a significant & positive effect on Satisfaction (3) Service Quality has a significant & positive effect on Destination Image (4) Service Quality has a significant & positive effect on Satisfaction (5) Destination Image has a significant & positive effect on Revisit Intention (6) Satisfaction has a significant & positive effect on Revisit Intention. Keyword: Electronic Word-Of-Mouth (e-WOM), Service Quality, Destination Image, Satisfaction,Revisit Intention

Factors Influencing Visitor Satisfaction and Revisit Intention in Lombok Tourism: The Role of Holistic Experience, Experience Quality, and Vivid Memory

“…Similar to the research that is being done [39,40] that customer satisfaction as an intervening variable affects customer satisfaction in restaurants. This is also in line with research [41] that overall satisfaction affects the intention to return.…”

“…The questionnaire employed a Likert scale where respondents were asked to indicate their level of agreement with given statements from 1 (strongly disagree) to 5 (strongly agree), as previously suggested. This scale was used to measure several indicators including: Holistic Experience indicators to assess the overall impression [3,44,45]; Experience Quality indicators to evaluate specific aspects of the quality [5,46,47]; vividness of memory indicators to determine recollection [20,36,48,49]; Wow Tourism indicators to identify memorable experiences [21,41,50,51]; Visitor Satisfaction indicators to evaluate fulfillment [33,[52][53][54][55]; and revisit intention indicators to gauge willingness to return [56][57][58][59]. All measurement scales employed had been used in prior published work and demonstrated established validity and reliability.…”

“…This shows that tourists are satisfied with destinations in Lombok and will make return visits with a significant value or P-value of 0.000. As research conducted that overall satisfaction affects the intention to return [13,[39][40][41]. The creation of a good and positive experience is very useful as a reference for making return visits.…”

Interest in Revisiting Yogyakarta City Among Generation Z

“…Information from E-WoM can help visitors to be satisfied in making decisions based on real views from other users. The results of research by Arasli et al, (2021), Nugraha & Dharmawan Wiguna (2021), Ahlunnazak & Abror (2019) show that eWOM has a significant positive effect on tourist satisfaction. H1: E-WoM has a significant positive effect on tourist satisfaction…”