The influence of service quality on revisit intention: The mediating role of WOM and satisfaction (Case study: Guilan travel agencies)

Soleimani, Ali; Einolahzadeh, Hannaneh

doi:10.1080/23311886.2018.1560651

Cited by 39 publications

(36 citation statements)

References 50 publications

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“…In addition, service quality has a direct impact on customer's satisfaction, and there is a direct positive relationship between customer's satisfaction and positive word of mouth. Therefore, travel agencies should ensure that they provide superior service quality that incorporates six dimensions: reliability, responsiveness, assurance, intangibility, security and safety and communicationas investigated in current research -to increase customer satisfaction leading to the intention of making return visits (Gholipour Soleimani and Einolahzadeh, 2018). Revisit intention are directly affected by satisfaction, attractiveness, accommodation services, cultural contact and perceived risk.…”

Section: Review Intentionmentioning

confidence: 97%

Muslim tourist perceived value on revisit intention to Bandung city with customer satisfaction as intervening variables

Juliana

Putri

Wulandari

et al. 2021

JIMA

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Purpose This study aims to investigate the influence of Muslim tourist perceived value (MTPV) on Muslim millennials’ intention to revisit Bandung (Indonesia) with customer satisfaction as an intervening variable. Design/methodology/approach Using quantitative methods, this study analyzed responses to a questionnaire distributed to 250 respondents from all over Indonesia. To test the hypothesis, the data were analyzed through Path Analysis using SPSS 24.I software. Findings The results suggest that MTPV has a significant effect on revisit intention to the city. This finding affirms that Islamic values and customer satisfaction are very important in encouraging millennial Muslims to revisit Bandung (Indonesia). Practical implications To increase Muslim millennials’ intention to revisit Bandung (Indonesia), tourist perceived value and satisfaction are central factors. The government's role is central in promoting halal tourism through various platforms, such as social media, seminars, workshops inter alia to increase MTPV and satisfaction rate toward the city. In addition, stakeholders in tourism sector should raise the awareness to support and encourage halal tourism through certifications of halal products and tourism services, and view halal tourism as a promising sector of tourism. Originality/value This study is the first to study the effects of Muslim tourists perceived value on revisit intention of millennial Muslims to Bandung (Indonesia) with customer satisfaction as an intervening variable. This study reveals the strengths and weaknesses of the perceived value of Muslim tourists in influencing millennial Muslims to revisit the city.

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Section: Review Intentionmentioning

confidence: 97%

Muslim tourist perceived value on revisit intention to Bandung city with customer satisfaction as intervening variables

Juliana

Putri

Wulandari

et al. 2021

JIMA

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“…The concept of customer satisfaction is closely linked to comparisons of the customer's experience and their expectations (Guntoro & Hui, 2013). Consequently, it has been shown to have a direct influence on consumer behaviour (Jung & Seock, 2017) and is closely related to WOM interactions (Soleimani & Einolahzadeh, 2018). Several studies have demonstrated a strong correlation between customer satisfaction and WOM (Garcia et al, 2020;Huete-Alcocer, 2017;Yen & Wang, 2020).…”

Section: Description Of the Illustrative Examplementioning

confidence: 99%

Operationalizing Customer-perceived Value as an Emergent Variable: Empirical Evidence from Mobile Food Ordering and Delivery Applications

Dirsehan,

Kadıoğlu

2023

Journal of Creating Value

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Customer-perceived value (CPV) has been a focal point in marketing literature, typically modelled as a reflective construct centred on the balance of benefits over costs, which in turn influences consumer satisfaction and subsequent behaviour. However, recognizing the multifaceted nature of CPV and its dependency on specific contexts, this study introduces a novel methodological approach by treating CPV as an emergent artifact. In doing so, we provide an alternative means to conceptualize and operationalize CPV, accommodating its diverse determinants across different sectors. Using data from an online survey of users of mobile food and delivery applications (MFODAs), we demonstrate the application and utility of this methodological shift, employing partial least squares path modelling (PLS-PM) to validate our approach. This study underscores the potential for marketing scholars to adapt and tailor the CPV construct based on the nuances of individual industries, offering both academic and practical insights into its formulation and implications.

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“…Destination development is marketed to tourists so that they are interested in understanding and encouraging their intention to visit again. This becomes more efficient because the cost of retaining visitors is much low er than the cost of attracting new visitors at the same time (Seetanah et al, 2020;Soleimani and Einolahzadeh, 2018).…”

Section: Revisit Intentionmentioning

confidence: 99%

Is It True That Lombok Deserves to Be a Halal Tourist Destination in the World? A Perception of Domestic Tourists

Rahmawati¹,

Oktora²,

Ratnasari³

et al. 2021

GTG

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Lombok is a tourist destination that presents interesting diversity for tourists. During its development, Lombok has applied the concept of halal tourism which includes services, serving halal food, spiritual needs, communication, and other matters related to ha lal branding. This study focuses on informants' perceptions of the relationship between tourism index, experience quality, and revisit intention of tourist destinations in Lombok. The study was conducted by surveying 87 tourists who came from Indonesia, specifically Muslims, those who have stayed in Lombok and have visited at least in the last 24 months. The most suitable informant unit in the sample is purposive. We use the PLS analysis model to simplify data processing. The findings of the study are divided into 3 hypotheses which explain that the season index has a significant effect on experience quality. Furthermore, experience quality has a significant effect on revisit intention, and the tourism index has no significant effect on revisit intention. The novelty of this study lies in the uniqueness of the object, analysis model, and variables that have been designed so that it is very interesting in its presentation and is a distinct difference from other studies.

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The influence of service quality on revisit intention: The mediating role of WOM and satisfaction (Case study: Guilan travel agencies)

Cited by 39 publications

References 50 publications

Muslim tourist perceived value on revisit intention to Bandung city with customer satisfaction as intervening variables

Muslim tourist perceived value on revisit intention to Bandung city with customer satisfaction as intervening variables

Operationalizing Customer-perceived Value as an Emergent Variable: Empirical Evidence from Mobile Food Ordering and Delivery Applications

Is It True That Lombok Deserves to Be a Halal Tourist Destination in the World? A Perception of Domestic Tourists

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