PENGARUH ELECTRONIC WORD OF MOUTH DAN TOURIST MOTIVATION TERHADAP SATISFACTION SERTA REVISIT INTENTION

Galang Aitarra, Eny Endah Pujiastuti, Hastho Joko Nur Utomo

Abstract


Revisit intention in tourism marketing is the hope of destination managers for the sustainability of their destinations. Revisit intention of tourist areas is influenced by many factors. The problems and objectives of this study are the effect of electronic word of mouth and tourist motivation on satisfaction and revisit intention. The research location is on the beach of Krakal Gunung Kidul, Yogyakarta. Tourists who have visited  the  destination  for  the  first  time  become  the  research  samples.  The  data  collected  from  120 respondents  with questionnaires, dan  analyzed by  SEM AMOS. The conclusion  of this study  shows  that electronic word of mouth and also tourist motivation have a significant effect on satisfaction, electronic word of mouth has a significant effect on revisit intention, either on tourist motivation too, also there was a  significant  effect  from  satisfaction  on  revisit  intention.  The  limitation  of  this  study  which  the  sample criteria is to general, it is need more specific, such as by age, then the bias will be more minimize. Further research hoped that it can examine other variables like attractiveness, facilities and tourist experience.

References


Abubakar, A.M. 2016. Does eWOM influence destination trust and travel intention: a medical tourism perspective. Economic Research Ekonomska Istraživanja, 29 (1): 598-611.

Abubakar, A M., Ilkan, M., Meshall Al-Tal, R., & Eluwole, K.K. 2016. EWOM, Revisit Intention, Destination Trust and Gender. Journal of Hospitality and Tourism Management, 31: 220- 227.

Aprilia, D., Pujiastuti, E.E., & Hadi, L. 2019, Pengaruh Citra destinasi, E-WOM terhadap Kepuasan Wisatawan dan Kepercayaan, Jurnal Dialektika, 4 (1): 85-95.

Aridayanti, D.A., Nyoman, A., Suryawardani, I.G.A.O., & Wiranatha, A.S. 2020, Millennial Tourists in Bali : Motivation, Satisfaction and Revisit Intention, E-Journal of Tourism, 7 (1): 27-36.

Bigne, J. E., Sanchez, M.I., & Andreu, L. 2009. The Role of Variety Seeking in Short and Long Run Revisit Intentions in Holiday Destinations. International Journal of Culture, Tourism and Hospitality Research, 3: 103-15.

Castaneda, J.A., Frias, D.M., & Rodriguez, M.A. 2007. The influence of the Internet on destination satisfaction. Internet Research, 17 (4): 402 -420.

Dayour1, Frederick, & Adongo, Charles Atanga,2015, Why They Go There: International Tourists’ Motivations and Revisit Intention to Northern Ghana, American Journal of Tourism Management 2015, 4(1): 7-17

Destiana, Anisa, Pujiastuti, Eny Endah, & Sadeli, 2019, Pengaruh Destination Image dan Tourist Atraction terhadap Tourist Satisfaction dan Post Visit Behavioral Intention, Journal of Tourism and Creativity, 3 (2):131-150.

Dewi, Ike Janita. 2011. Implementasi dan Implikasi Kelembagaan Pemasaran Pariwisata yang Bertanggungjawab (Responsible Tourism Marketing). Yogyakarta: Pinus Book Publisher

Ghozali, Imam. 2013. Model Persamaan Struktural Konsep dan Aplikasi dengan Program Amos 21.0. Semarang: Badan Penerbit Universitas Diponegoro.

Goyette, Isabelle, Line Ricard, Jasmin, Bergeron, & Francois, Marticotte. 2010. E-WOM Scale: Word-of- Mouth Measurment Scale for e- Services Context. Canadian Journal of Administrative Sciences, 27: 05-23.

Gruen, T. W., Osmonbekov, T., & Czaplewski, A. J. 2006. Ewom: The Impact Of Customer-To-Customer Online Know-How Exchange On Customer Value And Loyalty. Journal of Business Research, 59(4): 449–456

Hamidi. 2007. Metode Penelitian dan Teori Komunikasi, Pendekatan Praktis Penulisan Proposal dan Laporan Penelitian. Malang: UMM Press.

Hennig-Thurau, T., Gwinner, K. P., Walsh, G., & Gremler, D. D. 2004. Electronic Word-Of-Mouth Via Consumer-Opinion Platforms: What MotivatesConsumers To Articulate Themselves On The Internet?Journal of Interactive Marketing, 18(1), 38–52.

Kietzmann, J., & Canhoto, A.2013. Bittersweet! Understanding And Managing Electronic Word Of Mouth. Journal of Public Affairs, 13(2), 146–159

Kim, Yong Sook, & Park, Jin Woo. 2017. A Study on The Impact of Online Word of Mouth for Airlines on Customer Behavior. The Open Transportation Journal, 10 (1):81- 89.

Kotler, P., Bowen, J. T., & Makens, J. C. (2017). Marketing for hospitality and tourism(Seventh). Pearson. Retrieved from http://colleges.ksu.edu.sa/Arabic Colleges/CollegeOfTourism/older2 /tourism/BA Courses/305 tour.doc

Kotler, Philip, & Keller, Kevin Lane.2009. Manajemen Pemasaran, Edisi 13 Jilid 1. Jakarta: Erlangga.

Kuo, Hsiao Ching, & Nakhata, Chinintorn. 2019. The Impact of Electronic Word of Mouth on Customer Satisfaction. Journal of Marketing Theory and Practice, 27.

Lee, T. H., & Fung, Y. H. 2013. Examining how attending motivation and satisfaction affectsthe loyalty for attendees at aboriginal festivals.International Journal of Tourism Research,15(1):18–34.

López-Guzmán, T., Lotero, C. P. U., Gálvez, J. C. P., & Rivera, I. R. (2017). Gastronomic festivals: Attitude, motivation and satisfaction of the tourist. British Food Journal, 119(2):267–283.

Mandala, Rizky Yudistira, & Hudrasyah, Herry. 2016. Analyze the role of tourist motivation toward satisfaction and identification the push and pull motivational factors among bandung tourist. Journal of Business and Management, 5 (4): 518-529.

Mason, M. C., Gos, L., & Moretti, A.2016.Motivations, perceived risk and behaviouralintentions in hard adventure tourism:A natural park case study. Sinergie Italian Journal of Management, 34(100):181–199.

Matute, J., Polo-Redondo, Y., & Utrillas, A. 2016. The Influence Of EWOM Characteristics On Online Repurchase Intention: Mediating Roles Of Trust And Perceived Usefulness. Online Information Review, 40(7): 1090–1110.

Machin, David, Campbell, Micheal J , Tan, Say Beng, & Tan, Sze Huey. 2009. Sample Size Tables for Clinical Studies, Third Edition. Chichester: Wiley Blackwell.

Pitana, I Gede dan Gayatri, Putu G .2005. Sosiologi Pariwisata. Yogyakarta: Andi.

Pratminingsih, Sri Astuti, Rudatin, Christina Lipuringtyas , & Rimenta, Tetty. 2014. Roles of Motivation and Destination Image in Predicting Tourist Revisit Intention: A Case of Bandung – Indonesia. International Journal of Innovation, Management and Technology, 5(1):19-24.

Prayogo, Rangga Restu, Ketaren, Faisal Lafi Sadin, & Hati, Rizky Mustika, 2016. Electronic Word of Mouth, Destination Image, and Satisfaction Toward Visit Intention: An Empirical Study in Malioboro Street, Yogyakarta. Advances in Social Science, Education and Humanities Research (ASSEHR), 81: 209-218.

Pujiastuti, Eny Endah, Hadi,Lukmono, & Zahro, Siti Aminatul, 2020, Analisis Faktor yang Mempengaruhi Behavior Intention, Jurnal Administrasi Bisnis, 9 (1): 55-70.

Pujiastuti, Eny Endah, Nimran, Umar, Suharyono, & Kusumawati, Andriani,2017 Study On Destination Image, Satisfaction, trust and Behavior Intention, RJOAS, 1(61):148-159.

Pujiastuti, Eny Endah, Utomo, Hastho Joko, & Novamayanti, Rizka Hermi. 2020. Millennial tourists and revisit intention, Management Science Letters, 10: 2889–2896.

Setiawan, Putu Yudi. 2014. The Effect of e- WOM on Destination Image,Satisfaction and Loyalty, International Journal of Business and Management Invention, 3 (1):22-29.

Seyanont, Arisara. 2017. Travel Motivation and Intention to Revisit of European Senior Tourists to Thailand, Universal Journal of Management 5(8): 365-372.

Sugiyono. 2012. Metode Penelitian Bisnis. Bandung: Alfabeta

Suhud, Usep dan Wibowo.Arifin, 2016. Predicting Customers Intenton to Revisit a Vintage-Concept Restaurant. Journal of Customer Sciences, 01 (01): 56-69.

Tjiptono, Fandy. 2008. Strategi Pemasaran, Edisi 3. Yogyakarta: Andi.

Tjiptono, Fandy. 2012. Service Management Mewujudkan Layanan Prima, Edisi 2. Yogyakarta: Andi.

Um, S., Chon, K., and Ro, Y. (2006). Antecedents of revisit intention. Annals of Tourism Research, 33 (4), 1141-1158.

Utama, I Gusti Bagus Rai. 2017. Pemasaran Pariwisata. Yogyakarta: Andi.

Utama, I Gusti Bagus Rai, I Nyoman Darma Putra, I Made Suradnya. 2014. Confirmation on The Motivation and Satisfaction Model of Foreign Senior Tourists. International Journal of Scientific & Engineering Research, 5: 1206-1215.

Wang, Yu Hsiu, Jo Han Chiu, Jia Yu Liou, and Yu Shiang Yang. 2015. Recreation Benefit, Recreation Experience, Satisfaction, and Revisit Intention – Evidence from Mo Zai Dun Story Island. Journal of Business & Economic Policy, 2(2): 53-61.

Wu, Chi-Han Ai. Lei-Jiao and Yang. Tao Li . 2015. A study of Revisit Intentions, Customer Satisfaction, Corporate Image, Emotions and Service Quality in the Hot Spring Industry. Journal of China Tourism Research 11(4): 371-401.

Yerizal and Abror , Abror, 2018, The Influence of E-Wom and Image Destination on Revisit Decision Moderated by Trust: A Literature Review, Advances in Economics, Business and Management Research, 64:734-741.

Zeithaml, Valarie A, Mary Jo Bitner & Dwayne D. Gremler, 2009. Services Marketing Integrating Customer Focus Across The Firm, 5th Edition. New York: McGrawHill




DOI: https://doi.org/10.31315/jurnaladmbisnis.v18i1.10452

Refbacks

  • There are currently no refbacks.


Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

 

Jurnal Administrasi Bisnis (JABis)

Published: UPN Veteran Yogyakarta
Managed by: Program Studi Ilmu Administrasi Bisnis
Address: Jl. Babarsari No 2 Tambakbayan, Caturtunggal, Depok, Kabupaten Sleman Yogyakarta 55281
E-mail: jabis@upnyk.ac.id
View My Stats
 
Creative Commons License
Jurnal Administrasi Bisnis (JABis) is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License. (CC - BY - SA 4.0).