Integrative Model of the Implementation of e-WOM, Destination Image and Intention to Behave
Abstract
Abstract
This study aims to examine: the influence of e-WOM and perceptions of quality on customer satisfaction and the effect of customer satisfaction and the image of the destinations on the intention to behave. The sample was 150 tourists visiting Sidomukti water spring in Bandungan Semarang Central Java Indonesia. Analysis of this study uses Structural Equation Modeling and PLS software to process the data. The results showed that: (1) e-WOM and perceptions of quality have a positive and significant influence on customer satisfaction, (2) Customer satisfaction has a positive and significant impact on the intention to behave, and (3) image of the destination has a positive and significant impact on the intention to behave.
References
[1] Aaker, D. 1996. Building Strong Brands. New York: The Free Press.
[2] Alcaniz, E. B., Garcia, I. S., and Blas, S. S. 2005. Relationships among residents’ image, evaluation of the stay and post-purchase behavior. Journal of Vacation Marketing, 11(4): 291-302.
[3] Alegre, J., and Juaneda, C. 2006. Destination Loyalty: Consumers' Economic Behavior. Annals of Tourism Research, 33(3): 684-706.
[4] Angelova, B. 2011. Measuring customer satisfaction with service quality using American Customer Satisfaction (ACSI Model). International Journal of Academic Research in Business and Social Sciences, 1(3): 232-258.
[5] Beeho, A. J., and Prentice, R. C. 1997. Conceptualizing the experiences of heritage tourists. Tourism Management, 18(2): 75-87.
[6] Bigne, J. E., Sanchez, M. I., and Sanchez, J. 2001. Tourism image, evaluation variables and after-purchase behavior: Inter-relationship. Tourism Management, 22(6): 607-616.
[7] Chen, C.-F., and Phou, S. 2013. A Closer Look at Destination: Image, Personality, Relationship, and Loyalty. Tourism Management, 36: 269-278.
[8] Cherifi, B., Smith, A., Maitland, R., and Stevenson, N. 2014. Destination Images of Non-Visitors. Annals of Tourism Research, 49: 190-202.
[9] Chi, C. G.-Q., and Qu, H. 2008. Examining the Structural Relationships of Destination Image, Tourist Satisfaction, and Destination Loyalty: An Integrated Approach. Tourism Management, 29: 624-636.
[10] Chon, K.-S. 1992. Self Image/Destination Image Congruity. Annals of Tourism Research, 19(2): 360-363.
[11] Court, B. C., and Lupton, R. A. 1997. Customer portfolio development: Modeling destination adopters, inactives, and rejecters. Journal of Travel Research, 36(1): 35-43.
[12] Crompton, J. L., and Ankomah, P. K. 1993. Choice set propositions in destination decisions. Annals of Tourism Research, 20: 461-476.
[13] Farida and Ardyan 2018. The Driving Of Customer Loyalty: Relational Approach, Perceived Value and Corporate Image
[14] Farida, N., Naryoso, A., and Ardyan, E. 2017. Model of Relationship Marketing Partnership Between Batik SMEs And Batik Distributors In Central Java, Indonesia. International Journal of Social Ecology and Sustainable Development, 8(4): 1-14.
[15] Fecikova, I. 2004. An Indedx Method for Measurement of Customer Satisfaction. The TQM Magazine, 16(1): 57-66.
[16] Hennig-Thurau, T., and Walsh, G. 2003. Electronic Word of Mouth: Motives for and Consequences of Reading Customer Articulations on the Internet. International Journal of Electronic Commerce, 8(2): 51-74.
[17] Hunt, J. D. 1975. Image as a factor in tourism development. Journal of Travel Research, 13(3): 1-7.
[18] Jalilvand, M. R., and 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): 460-476.
[19] Juaneda, C. 1996. Estimating the probability of return visits using a survey of tourist expenditure in the Balearic Islands. Tourism Economics, 2(4): 339-352.
[20] Kapferer, J.-N. 2008. The New Strategic Brand Management: Creating and Sustaining Brand Equity Long Term. London and Philadelpia: Kogan Page.
[21] Kotler, P., and Keller, K. L. 2012. Marketing Management. New Jersey: Pearson Education, Inc.
[22] Kozak, M. 2001. Repeaters’ behavior at two distinct destinations. Annals of Tourism Research, 28(3): 784-807.
[23] Kozak, M., and Rummington, M. 2000. Tourist satisfaction with Mallorca, Spain, as an off-season holiday destination. Journal of Travel Research, 38(1): 260-269.
[24] Lee, T. H. 2009. A structural model to examine how destination image, attitude, and motivation affect the future behavior of tourists. Leisure Sciences: An Interdisciplinary Journal, 31(3): 215-236.
[25] Meleddu, M., Paci, R., and Pulina, M. 2015. Repeat Behavior and Destination Loyalty. Tourism Management, 50: 159-171.
[26] Pestek, A., and Cinjarevic, M. 2014. Tourist Perceived Image of Local Cuisine: The Case of Bosnian Food Culture. British Food Journal, 116(11): 1821-1838.
[27] Phau, I., Shanka, T., and Dhayan, N. 2010. Destination image and choice intention of university student travellers to Mauritius. International Journal of Contemporary Hospitality Management, 22(5): 758-764.
[28] Phelps, A. 1986. Holiday destination image—the problem of assessment: An example developed in Menorca. Tourism Management, 7(3): 168-180.
[29] Reichheld, F. 1996. The Loyalty Effect: Hidden Force behind Growth, Profits, and Lasting Value. Boston: Havard Business School Press.
[30] Ryu, K., Han, H., and Kim, T. 2005. The relationships among overall quick-casual restaurant image, perceived value, customer satisfaction, and behavioral intentions. International Journal of Hospitality Management, 27(3): 359-469.
[31] Sirgy, M. J., and Su, C. 2000. Destination image, self-congruity, and travel behavior: Toward an integrative model. Journal of Travel Research, 38(4): 340-352.
[32] Wijaya, R., Farida, N., and Andriyansah 2018. Determinants of Repurchase Intentions at Online Stores in Indonesia . International Journal of E-Business Research, 14(3): 95-111.
[33] Yoo, C. W., Sanders, G. L., and Moon, J. 2013. Exploring the effect of e-WOM participation on e-Loyalty in e-commerce. Decision Support System, 55(3): 669-678.
[34] Yuksel, A., Yuksel, F., and Bilim, Y. 2010. Destination attachment: effects on customer satisfaction and cognitive, affective and conative loyalty. Tourism Management, 31: 274-284.
[35] Zeithaml, V. A. 1988. Consumer Perception of Price, Quality, and Value: a Means-End Model and Syntesis of Evidence. Journal of Marketing, 52(3): 2-22.
[2] Alcaniz, E. B., Garcia, I. S., and Blas, S. S. 2005. Relationships among residents’ image, evaluation of the stay and post-purchase behavior. Journal of Vacation Marketing, 11(4): 291-302.
[3] Alegre, J., and Juaneda, C. 2006. Destination Loyalty: Consumers' Economic Behavior. Annals of Tourism Research, 33(3): 684-706.
[4] Angelova, B. 2011. Measuring customer satisfaction with service quality using American Customer Satisfaction (ACSI Model). International Journal of Academic Research in Business and Social Sciences, 1(3): 232-258.
[5] Beeho, A. J., and Prentice, R. C. 1997. Conceptualizing the experiences of heritage tourists. Tourism Management, 18(2): 75-87.
[6] Bigne, J. E., Sanchez, M. I., and Sanchez, J. 2001. Tourism image, evaluation variables and after-purchase behavior: Inter-relationship. Tourism Management, 22(6): 607-616.
[7] Chen, C.-F., and Phou, S. 2013. A Closer Look at Destination: Image, Personality, Relationship, and Loyalty. Tourism Management, 36: 269-278.
[8] Cherifi, B., Smith, A., Maitland, R., and Stevenson, N. 2014. Destination Images of Non-Visitors. Annals of Tourism Research, 49: 190-202.
[9] Chi, C. G.-Q., and Qu, H. 2008. Examining the Structural Relationships of Destination Image, Tourist Satisfaction, and Destination Loyalty: An Integrated Approach. Tourism Management, 29: 624-636.
[10] Chon, K.-S. 1992. Self Image/Destination Image Congruity. Annals of Tourism Research, 19(2): 360-363.
[11] Court, B. C., and Lupton, R. A. 1997. Customer portfolio development: Modeling destination adopters, inactives, and rejecters. Journal of Travel Research, 36(1): 35-43.
[12] Crompton, J. L., and Ankomah, P. K. 1993. Choice set propositions in destination decisions. Annals of Tourism Research, 20: 461-476.
[13] Farida and Ardyan 2018. The Driving Of Customer Loyalty: Relational Approach, Perceived Value and Corporate Image
[14] Farida, N., Naryoso, A., and Ardyan, E. 2017. Model of Relationship Marketing Partnership Between Batik SMEs And Batik Distributors In Central Java, Indonesia. International Journal of Social Ecology and Sustainable Development, 8(4): 1-14.
[15] Fecikova, I. 2004. An Indedx Method for Measurement of Customer Satisfaction. The TQM Magazine, 16(1): 57-66.
[16] Hennig-Thurau, T., and Walsh, G. 2003. Electronic Word of Mouth: Motives for and Consequences of Reading Customer Articulations on the Internet. International Journal of Electronic Commerce, 8(2): 51-74.
[17] Hunt, J. D. 1975. Image as a factor in tourism development. Journal of Travel Research, 13(3): 1-7.
[18] Jalilvand, M. R., and 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): 460-476.
[19] Juaneda, C. 1996. Estimating the probability of return visits using a survey of tourist expenditure in the Balearic Islands. Tourism Economics, 2(4): 339-352.
[20] Kapferer, J.-N. 2008. The New Strategic Brand Management: Creating and Sustaining Brand Equity Long Term. London and Philadelpia: Kogan Page.
[21] Kotler, P., and Keller, K. L. 2012. Marketing Management. New Jersey: Pearson Education, Inc.
[22] Kozak, M. 2001. Repeaters’ behavior at two distinct destinations. Annals of Tourism Research, 28(3): 784-807.
[23] Kozak, M., and Rummington, M. 2000. Tourist satisfaction with Mallorca, Spain, as an off-season holiday destination. Journal of Travel Research, 38(1): 260-269.
[24] Lee, T. H. 2009. A structural model to examine how destination image, attitude, and motivation affect the future behavior of tourists. Leisure Sciences: An Interdisciplinary Journal, 31(3): 215-236.
[25] Meleddu, M., Paci, R., and Pulina, M. 2015. Repeat Behavior and Destination Loyalty. Tourism Management, 50: 159-171.
[26] Pestek, A., and Cinjarevic, M. 2014. Tourist Perceived Image of Local Cuisine: The Case of Bosnian Food Culture. British Food Journal, 116(11): 1821-1838.
[27] Phau, I., Shanka, T., and Dhayan, N. 2010. Destination image and choice intention of university student travellers to Mauritius. International Journal of Contemporary Hospitality Management, 22(5): 758-764.
[28] Phelps, A. 1986. Holiday destination image—the problem of assessment: An example developed in Menorca. Tourism Management, 7(3): 168-180.
[29] Reichheld, F. 1996. The Loyalty Effect: Hidden Force behind Growth, Profits, and Lasting Value. Boston: Havard Business School Press.
[30] Ryu, K., Han, H., and Kim, T. 2005. The relationships among overall quick-casual restaurant image, perceived value, customer satisfaction, and behavioral intentions. International Journal of Hospitality Management, 27(3): 359-469.
[31] Sirgy, M. J., and Su, C. 2000. Destination image, self-congruity, and travel behavior: Toward an integrative model. Journal of Travel Research, 38(4): 340-352.
[32] Wijaya, R., Farida, N., and Andriyansah 2018. Determinants of Repurchase Intentions at Online Stores in Indonesia . International Journal of E-Business Research, 14(3): 95-111.
[33] Yoo, C. W., Sanders, G. L., and Moon, J. 2013. Exploring the effect of e-WOM participation on e-Loyalty in e-commerce. Decision Support System, 55(3): 669-678.
[34] Yuksel, A., Yuksel, F., and Bilim, Y. 2010. Destination attachment: effects on customer satisfaction and cognitive, affective and conative loyalty. Tourism Management, 31: 274-284.
[35] Zeithaml, V. A. 1988. Consumer Perception of Price, Quality, and Value: a Means-End Model and Syntesis of Evidence. Journal of Marketing, 52(3): 2-22.
Published
2018-10-28
How to Cite
FARIDA, Naili.
Integrative Model of the Implementation of e-WOM, Destination Image and Intention to Behave.
Journal of Environmental Management and Tourism, [S.l.], v. 9, n. 4, p. 841-850, oct. 2018.
ISSN 2068-7729.
Available at: <https://journals.aserspublishing.eu/jemt/article/view/2385>. Date accessed: 19 nov. 2024.
doi: https://doi.org/10.14505//jemt.9.4(28).18.
Section
Article
Copyright© 2024 The Author(s). Published by ASERS Publishing 2024. This is an open access article distributed under the terms of CC-BY 4.0 license.