Model Elektronik Word of Mouth: Citra Destinasi, Kepuasan  dan Loyalitas Wisatawan

Muhammad Ras Muis; Dedek Kurniawan Gultom; Jufrizen Jufrizen; Muhammad Elfi Azhar

doi:10.30596/jimb.v21i1.3694

Model Elektronik Word of Mouth: Citra Destinasi, Kepuasan dan Loyalitas Wisatawan

Muhammad Ras Muis, Dedek Kurniawan Gultom, Jufrizen Jufrizen, Muhammad Elfi Azhar

Abstract

This study aims to analyze the effect of e-WOM on destination image, tourist satisfaction, and tourist loyalty. Analyze the influence of destination image on tourist satisfaction and loyalty, and analyze the effect of satisfaction on tourist loyalty. This research approach is an associative approach. The location of this study was conducted in the tourist destination of the Lake Toba Region in North Sumatra. The population in this study is domestic tourists. This population was chosen, because theoretically and empirically it has various characteristics that are appropriate to the topic and purpose of the study. While the sample size is 145 tourists. Data collection techniques are a list of questions and interviews. The analytical method used in this study is the Structural Equation Model with data processing using the Lisrel 8.0 computer program. The results showed that E-WOM affected Destination Image, Tourist Satisfaction, and Tourist Loyalty, Destination Image influenced Tourist Satisfaction and Tourist Loyalty and Tourist Satisfaction influenced Tourist Loyalty.

Keywords

E-Wom, Destination Image, Satisfaction, Tourist Loyalty

Full Text:

PDF

References

Abubakar, A. M., & Ilkan, M. (2016). Impact of online WOM on destination trust and intention to travel: A medical tourism perspective. Journal of Destination Marketing & Management, 5(3), 192201.

Ahlunnazak, A. I., & Abror. (2019). The Iinfluence of Electronic Word-Of-Mouth, Service Quality, Destination Image and Satisfaction Toward Revisit Intention (Study on Bukittinggi City, West Sumatera). EcoGen, 2(2), 92102.

Aliman, N. K., Hashim, S. M., Wahid, S. D. M., & Harudin, S. (2016). Tourists Satisfaction with a Destination: An Investigation on Visitors to Langkawi Island. International Journal of Marketing Studies, 8(3), 173188.

Allameh, S. M., Pool, J. K., Jaberi, A., Salehzadeh, R., & Asadi, H. (2015). Factors influencing sport tourists revisit intentions. Asia Pacific Journal of Marketing and Logistics, 27(2), 191207.

Andriani, K., Fitri, A., & Yusri, A. (2019). Analyzing Influence of Electronic Word of Mouth (EWOM) Towards Visit Intention with Destination Image as Mediating Variable: A Study on Domestic Visitors of Museum Angkut in Batu, Indonesia. Eurasia: Economics & Business, 1(19), 5057.

Arici, N. ., & Ger, E. (2018). The Antecedents of Revisit Intention in Medical Businesses. ??letme Ara?t?rmalar? Dergisi (Journal of Business Research), 10(2), 740757.

Assaker, G., Vinzi, V. E., & OConnor, P. (2011). Examining the effect of novelty seeking, satisfaction, and destination image on tourists return pattern: A two factor, non-linear latent growth model. Tourism Management, 32(4), 890901.

Azhar, M. E., Jufrizen, Prayogi, M. A., & Sari, M. (2018). The Role of Marketing Mix and Service Quality on Tourist Satisfaction and Loyalty at Samosir. Journal of Tourism, 26.

Baloglu, S., & McCleary, K. (1999). A model of destination image formation. Annuals of Tourism Research, 26(4), 868897.

Berry, L. L. (2000). Cultivating service brand equity. Journal of the Academy of Marketing Science, 28(1), 128137.

Bigne, J., Sanchez, M., & Sanchez, J. (2001). Tourism image, evaluation variables and after purchase behaviour: Interrelationship. Tourism Management, 22(6), 607616.

Bronner, F., & Hoog, R. de. (2010). Vacationers and eWOM: Who Posts, and Why, Where, and What? Journal of Travel Research, 50(1), 1526.

Castaneda, J. A., Montoso, F. J., & Luque, T. (2007). The dimensionality of customer privacy concern on the internet. Online Information Review, 31(4), 420439.

Chan, A., Hsu, C. H. C., & Baum, T. (2015). The impact of tour service performance on tourist satisfaction and behavioral intentions: a study of Chinese tourists in Hong Kong. Journal of Travel & Tourism Marketing, 32(12), 1833.

Chen, C.-F., & Chen, F.-S. (2010). Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists. Tourism Management, 31(1), 2935.

Chen, C.-F., & Phou, S. (2013). A Closer Look at Destination: Image, Personality, Relationship and Loyalty. Tourism Management, 36, 269278. https://doi.org/10.1016/j.tourman.2012.11.015

Chen, C.-F., & Tsai, D. C. (2007). How destination image and evaluative factors affect behavioral intentions ? Tourism Management, 28(4), 11151122.

Chen, C. M., Lee, H. T., Chen, S. H., & Huang, T. H. (2011). Tourist behavioral intentions in relation to service quality and customer satisfaction in Kinmen National Park, Taiwan. International Journal of Tourism Research, 13(5), 416432.

Chi, C. G.-Q., & Qu, H. (2008). Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach. Tourism Management, 29(4), 624636.

Chiu, W., Zeng, S., & Cheng, P. S.-T. (2016). The influence of destination image and tourist satisfaction on tourist loyalty: a case study of Chinese tourists in Korea. International Journal of Culture, Tourism and Hospitality Research, 10(2), 223234.

oban, S. (2012). The Effects of the Image of Destination on Tourist Satisfaction and Loyalty: The Case of Cappadocia. European Journal of Social Sciences, 29(2), 222232.

Dellarocas, C. (2003). The digitization of word of mouth: promise and challenges of online feedback mechanisms. Manag. Sci, 49, 14071424. https://doi.org/10.1287/mnsc. 49.10.1407.17308

Dwivedi, M. (2009). Online Destination Image of India: A Consumer Based Perspective. International Journal of Contemporary Hospitality Management, 21(2), 226232.

Fakeye, P. C., & Crompton, J. (1991). Image Differences Between Prospective, First-Time, and Repeat Visitors to the Lower Rio Grande Valley. Journal of Travel Research, 30(2), 1016. https://doi.org/10.1177/004728759103000202

Feli, R., & Azizi, A. D. (2016). Examining the Effects of Word of Mouth on Loyalty of Tourists towards Tourism Destination with Mediating Role of Destination Personality and Tourists Satisfaction. Journal of Administrative Management, Education and Training (JAMET), 12(2), 177188.

Gartner, W. C. (1989). Tourism image: Attribute measurement of state tourism products using multidimensional scaling techniques. Journal of Travel Research, 28(2), 1620.

Ghozali, I. (2008). SEM Metode Alternatif dengan PLS. Semarang: Badan Penerbit Universitas Diponegoro.

Govers, R., & Go, F. M. (2004). Projected Destination Image Online: Website Content Analysis of Pictures and Text. Information Technology & Tourism, 7(2), 7389.

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), 449456.

Gultom, D. K. (2017). Pengaruh bauran pemasaran jasa terhadap citra destinasi dan kepuasan wisatawan serta implikasinya terhadap loyalitas wisatawan. Jurnal Riset Sains Manajemen, 1(2), 139150.

Guntoro, B., & Hui, T. K. (2013). Travel Satisfaction and Revisit Intention of Chinese Visitors: The Case of Singapore. Advances in Hospitality and Leisure, 9, 947.

Hanif, A., Kusumawati, A., & Mawardi, M. K. (2016). Pengaruh Citra Destinasi Terhadap Kepuasan Wisatawan Serta Dampaknya Terhadap Loyalitas Wisatawan (Studi pada Wisatawan Nusantara yang Berkunjung ke Kota Batu). Jurnal Administrasi Bisnis (JAB), 38(1), 4452.

Hennig-Thurau, T., Gwinner, K. P., Gwinner, K. P., & Gremler, D. D. (2004). Electronic word-of-mouth via consumeropinion platforms: what motivates consumers to articulate themselves on the Internet? Journal of Interactive Marketing, 18(1), 3852.

Jalilvand, M. R., & Samiei, N. (2012). The Effect of Electronic Word of Mouth on Brand Image and Purchase Intention: An empirical study in the automobile industry in Iran. Marketing Intelligence & Planning, 30(4), 111.

Jalilvand, M. R., Semiei, N., Dini, B., & Manzari, P. Y. (2012). Examining the structural relationships of electronic word of mouth, destination image, tourist attitude toward destination and travel intention: An integrated approach. Journal of Destination Marketing & Management, 1(12), 134143.

Khuong, M. N., & Phuong, N. T. (2017). The Effects of Destination Image, Perceived Value, and Service Quality on Tourist Satisfaction and Word-of-Mouth A Study in Ho Chi Minh City, Vietnam. International Journal of Trade, Economics and Finance, 8(5), 217224.

Kiyani, T. M., Niazi, M. R. U. K., Rizvi, R. A., & Khan, I. (2012). The Relationship Between Brand Trust, Customer Satisfaction and Customer Loyalty (Evidence From Automobile Sector of Pakistan). Interdisciplinary Journal of Contemporary Research in Business, 2(489502).

Ladhari, R., & Michaud, M. (2015). Management eWOM effects on hotel booking intentions , attitudes , trust , and website perceptions. International Journal of Hospitality Management, 46, 3645.

Li, M., Cai, L. A., Lehto, X. Y., & Huang, J. (Zhuowei). (2010). A missing link in understanding revisit intention the role of motivation and image. Journal of Travel & Tourism Marketing, 27(4), 335348.

Lin, C.-J. (2014). Chinese Tourists in Taiwan: Motivation and Satisfaction. World Journal of Management, 5(1), 2035.

Litvin, S. W., Goldsmith, R. E., & Pan, B. (2008). Electronic word-of-mouth in hospitality and tourism management. Tourism Management, 29(3), 458468.

Loureiro, S. M. C., & Gonzlez, F. J. M. (2008). The Importance of Quality, Satisfaction, Trust, and Image in Relation to Rural Tourist Loyalty. Journal of Travel & Tourism Marketing, 25(2), 117136.

Lovelock, C. H., & Wright, L. K. (2007). Manajemen Pemasaran Jasa. Jakarta: PT Indeks.

Marso, & Gunawan, S. (2018). Destination image and its consequences in the perspective of four-stage loyalty model (an empirical evidence from visitors of Tarakan City, Indonesia). Problems and Perspectives in Management, 16(2), 269278.

Matute, J., Polo-Redondo, Y., & Utrillas, A. (2016). The influence of EWOM characteristics on online repurchase intention. Online Information Review, 40(7), 10901110.

Mechinda, P., Serirat, S., Anuwichanont, J., & Gulid, N. (2010). An Examination Of Tourists Loyalty Towards Medical Tourism In Pattaya, Thailand. International Business & Economics Research Journal, 9(1), 5570.

Motameni, A. ., Moradi, H., & Hemati, A. (2010). Effect of brand personality on customer loyalty. Business Administration Perspective, 37, 99106.

Muala, A. Al. (2017). The Impact of Destination Image on Tourist Destination Loyalty in Jordan Tourism: The Mediating Effect of Perceived Trust. EPRA International Journal of Economic and Business Review, 5(2), 117124.

Munhurrun, P. R., Seebaluck, V. N., & Naidoo, P. (2015). Examining the structural relationships of destination image, perceived value, tourist satisfaction and loyalty: case of Mauritius. Procedia - Social and Behavioral Sciences, 175, 252259.

Oliver, R. L. (2010). Satisfaction: A Behavioral Perpective on The Customer. New York: McGraw-Hill.

Oppermann, M. (2000). Tourism Destination Loyalty. Journal of Travel Research, 39(1), 7884.

Palacio, M. A. B., & Martn-Santana, J. D. (2004). Factor Influencing Destination Image. Annals of Tourism Research, 31(3), 657681.

Pan, B., MacLaurin, T., & Crotts, J. C. (2007). Travel blogs and the implications for destination marketing. Journal of Travel Research, 46(1), 3445.

Panjaitan, F., & Simarmata, J. (2016). The Influence of Destination and Transportation on Tourist Satisfaction and its Impact on the Loyalty of the Tourists Visiting the North Sumatera Lake Toba. In 1st International Conference on Tourism Gastronomy and Tourist Destination (ICTGTD 2016) (pp. 170173).

Pratminingsih, S. A., Rudatin, C. L., & Rimenta, T. (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), 1924.

Prayag, G. (2009). Tourists Evaluations of Destination Image, Satisfaction, and Future Behavioral Intentions the Case of Mauritius. Journal of Travel & Tourism Marketing, 26(8), 836853.

Prayag, G., Hosany, S., Muskat, B., & Chiappa, G. Del. (2017). Understanding the Relationships between Tourists Emotional Experiences, Perceived Overall Image, Satisfaction, and Intention to Recommend. Journal of Travel Research, 56(1), 4154.

Prayag, G., & Ryan, C. (2011). Antecedents of Tourists Loyalty to Mauritius: The Role and Influence of Destination Image, Place Attachment, Personal Involvement, and Satisfaction. Journal of Travel Research, 51(3), 342356.

Prayogo, R. R., Ketaren, F. L. S., & Hati, R. M. (2016). Electronic Word Of Mouth, Destination Image, And Satisfaction Toward Visit Intention : An Empirical Study In Malioboro Street, Yogyakarta. In 1st International Conference on Social and Political Development (ICOSOP 2016) (pp. 209218).

Puh, B. (2014). Destination Image and Tourism Satisfaction: The Case of a Mediterranean Destination. Mediterranean Journal of Social Sciences, 5(13), 538544.

Putra, S. P. A. M. (2016). Pengaruh E-Wom Terhadap Citra Destinasi, Kepuasan dan Loyalitas (Studi Pada Kunjungan Wisatawan di DIY). MODUS, 29(2), 201218.

Putri, R. A., Farida, N., & Dewi, R. S. (2015). Pengaruh Citra Destinasi Fasilitas Wisata dan Experiental Marketing Terhadap Loyalitas Melalui Kepuasan: Studi Pada Pengunjung Domestik Taman Wisata Candi Borobudur. Jurnal Ilmu Administrasi Bisnis, 4(1), 111.

Qu, H., Kim, L. H., & Im, H. H. (2011). A model of Destination Branding:Integrating the Concepts of the Branding and Destination Image. Tourism Management, 32(3), 465476.

Radiman, R., Gunawan, A., & Wahyuni, S. F. (2018). The Effect of Marketing Mix, Service Quality, Islamic Values and Institutional Image on Students Satisfaction and Loyalty. Expert Journal of Marketing, 6(2), 95105.

Rizky, R. M., Kusdi, R., & Yusri, A. (2017). The Impact of E-Wom on Destination Image, Attitude Toward Destination and Travel Intention. RJOAS, 1(61), 94104.

Roostika, R. (2012). Destination Branding and Its Influence on Tourists Satisfaction and Loyalty. Jurnal Manajemen Teknologi, 11(1), 6074.

San-Martn, S., Prodanova, J., & Jimnez, N. (2015). The impact of age in the generation of satisfaction and WOM in mobile shopping. Journal of Retailing and Consumer Services, 23(18).

Santoso, S. (2019). Examining Relationships between Destination Image, Tourist Motivation, Satisfaction, and Visit Intention in Yogyakarta. Expert Journal of Business and Management, 7(1), 8290.

Setiawan, P. Y. (2014). The Effect of e-WOM on Destination Image, Satisfaction and Loyalty. International Journal of Business and Management Invention, 3(1), 2229.

Severt, D., Wang, Y., Chen, P.-J., & Chen, P.-J. (2007). Examining the motivation, perceived performance, and behavioral intentions of convention attendees: Evidence from a regional conference. Tourism Management, 28, 399408.

Shoemaker, S., & Lewis, R. C. (1999). Customer loyalty: The future of hospitality marketing. International Journal of Hospitality Management, 18(4), 345370.

Sianturi, T. (2004). Degradasi Danau Toba. Jurnal Penelitian Bidang Ilmu Pertanian, 2(1), 13.

Stylos, N., A.Vassiliadis, C., Bellou, V., & Andronikidis, A. (2016). Destination images, holistic images and personal normative beliefs: Predictors of intention to revisit a destination. Tourism Management, 53(4060).

Surya, E. D., Rini, E. S., & Setiawan, N. (2017). The Effect of Halal Destination Image and Visitors Satisfaction on Tourist Loyalty (Object In Bukit Tinggi City Of West Sumatera). In 1st Economics and Business International Conference 2017 (EBIC 2017) (pp. 558564).

Suryani, W., Nurbaity, A., Rini, E. S., & Sembiring, B. K. (2018). Analysis of Satisfaction and Loyalty of Tourist Based on The Local Wisdom in North Sumatra (a Study at the Leading Tourists Area in North Sumatra). International Journal of Civil Engineering and Technology (IJCIET), 9(8), 247259.

Suwarduki, P. R., Yulianto, E., & Mawardi, M. K. (2016). Pengaruh Electronic Word Of Mouth Terhadap Destination image Serta Dampaknya Pada Minat And Keputusan Berkunjung (Survei Pada Followers Aktif Akun Instagram Indtravel Yang Telah Mengunjungi Destinasi Wisata Di Indonesia. Jurnal Administrasi Bisnis (JAB), 37(2), 110.

Triandewo, M. A., Jasfar, F., & Hady, H. (2018). The Effect of Experience Economy and Destination Image on Loyalty in Cultural Tourism in Cyprus with Moderating Variable of Need for Cognition. International Journal of Research in Science and Engineering, 6(2), 1943.

Ummasyaroh, & Setiawan, H. (2018). Effects of Destination Image, Tourist Motivation, Service Quality and Perceived Value on Tourist Satisfaction and Loyalty. Sriwijaya International Journal of Dynamic Economics and Business, 2(3), 225236.

Uslu, A., & Karabulut, A. N. (2018). Touristic Destinations Perceived Risk and Perceived Value as Indicators of E-Wom and Revisit Intentions. International Journal of Contemporary Economics and Administrative Sciences, 8(2), 3763.

Wang, Y.-C. (2015). A study on the infl uence of electronic word of mouth and the image of gastronomy tourism on the intentions of tourists visiting Macau. Tourism, 63(1), 6780.

Whang, H., Yong, S., & Ko, E. (2016). Pop culture, destination images, and visit intentions: Theory and research on travel motivations of Chinese and Russian tourists. Journal of Business Research, 69(2), 631641.

Yerizal, Y., & Abror, A. (2018). The Influence of E-Wom and Image Destination on Revisit Decision Moderated by Trust: A Literature Review. In 2nd Padang International Conference on Education, Economics, Business and Accounting (PICEEBA-2 2018) (pp. 734741).

Yoo, C. W., Kim, Y. J., & Sanders, G. L. (2015). Information & Management The impact of interactivity of electronic word of mouth systems and E-Quality on decision support in the context of the emarketplace. Information & Management, 52(4), 496505.

Zhang, H., Fu, X., Cai, L., & Lu, L. (2014). Destination image and tourist loyalty: A meta-analysis. Tourism Management, 40, 213223.

DOI: https://doi.org/10.30596/jimb.v21i1.3694

Refbacks

There are currently no refbacks.

Jurnal Ilmiah Manajemen Dan Bisnis is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

ISSN 1693-7619 (print) | ISSN 2580-4170 (online)

View My Stats