Contribution of Tourism Products in Creating Satisfying Quality of Tourism Services and Tourist Loyalty

  • Tri Palupi ROBUSTIN Faculty of Economic and Bussiness, University of Jember, Indonesia
  • Raden Andi SULARSO Faculty of Economic and Bussiness, University of Jember, Indonesia
  • Imam SUROSO Faculty of Economic and Bussiness, University of Jember, Indonesia
  • Diah YULISETIARINI Faculty of Economic and Bussiness, University of Jember, Indonesia

Abstract

This study aims to determine the effect of tourism product components consisting of attraction, facilities, and accessibility to satisfying quality of tourism services and tourist loyalty in the Regional Office of Jember East Java Province. Objects in the study were conducted at Papuma Beach in Jember Regency, Pulau Merah Beach in Banyuwangi Regency, and White Sand Beach in Situbondo Regency. The sampling technique used purposive sampling and accidental sampling with a sample of 102 respondents. The analytical tool used is path analysis (path analysis) using the help of SPSS Software. The results showed that the beach attractiveness variables and facilities had an influence on tourist loyalty variables both directly and indirectly through the variable Satisfying Quality of Tourism Services. Coastal attractiveness has the greatest indirect influence on tourist loyalty through Satisfying Quality of Tourism Services. This illustrates that the management of good coastal attractiveness in the tourism industry will encourage an increase in Satisfying Quality of Tourism Services which will ultimately encourage increased tourist loyalty. The results of the total influence were obtained that beach facilities had the greatest total influence on tourist loyalty. The results of this study contributed to the management of coastal tourism in the Regional Office of Jember, especially Papuma Beach in Jember Regency, Pulau Merah Beach in Banyuwangi Regency, and Pasir Putih Beach in Situbondo Regency, that the tourism industry should manage tourism product components in terms of maximum service quality, because it will have an impact on tourist satisfaction and loyalty.

References

[1] Al-ababneh, M. 2013. Service quality and its impact on tourist satisfaction. Journal of Contemporary Research in Business, 4 (12): 164-177, Available at: https://journal-archieves31.webs.com/164-177.pdf
[2] Abooali, G, et al. 2015. The importance and performance of the destinations attributes of senior tourists satisfaction. International Journal of Asian Sciences, 5 (6): 355-368.
[3] Arli, E., and Cehyun, G.C. 2014. The effect of service quality perceptions of Turkish cruise tourists on their behavioral intention and satisfaction. International Journal of Management Sciences and Business Research, 3: 2226-8235.
[4] Augusty, F. 2014. Structural equation modeling. Semarang: AGF Books. (in Indonesian)
[5] Chatzigeorgiou, C., and Simeli, I. 2017. Perception of service quality in agrotourism accommodations: Impact on guest loyalty and re-visit intentions. Journal of Tourism, Heritage & Services Marketing, 3(1): 33–41. DOI:http://doi.org/10.5281/zenodo.401375
[6] Chi, C.G.-Q., and Qu, H. 2008. Examining the structural relationships of the destination image, tourist satisfaction and destination loyalty: An integrated approach. Tourism Management, 29(4): 624-636.
[7] Coban, S. 2012. The effect of the image of destination on tourist satisfaction and loyalty: The case of Cappadocia. Europan Journal of Social Sciences, 29(2): 222-232.
[8] Della Corte, V. et al. 2014. Customer satisfaction in tourist destination: The case of tourism offer in the city of Naples. Journal of Investment and Management, 4(1-1):39-50. ISSN: 2328-7713. DOI:https://doi.org/10.11648/j.jim.s.2015040101.16
[9] Eusebio, C., and Vieira, A.L. 2011. Destination attributes, evaluation, satisfaction, and behavioural intentions: A structural modelling approach. International Journal of Tourism Research. DOI:https://doi.org/10.1002/jtr.877
[10] Frangos, C.C., et al. 2015. Tourist loyalty is all about prices, culture and the sun: A multinomial logistic regression of tourist visiting Athens. Procedia-Social and Behavioral Sciences, 175: 32-38.
[11] Fu Chen, C., and Tsai, D.C. 2007. How destination image and evaluative factors affect behavioral intentions. Journal Elsevier Tourism Management, 28: 1115-1122.
[12] Gengqing, C. 2005. A study of developing destination loyalty model. (Dissertation) Submitted to the Faculty of the Graduate College of the Oklahoma State University in Partial Fulfillment of the Requirements for the Degree of Doctor of Philosophy.
[13] Hasan, A. 2015. Tourism marketing. Yogyakarta: CAPS. (in Indonesian)
[14] Kotler, P., and Lane, K.K. 2013. Manajemen pemasaran, Jilid 1 (13). Jakarta: Erlangga.
[15] Li, X., Cheng, C., Kim, H., and Petrick, J.F. 2008. A systematic comparison of first time and repeat visitors via a two-phase online survey, Tourism Management, 29: 278-293.
[16] Mahadzirah, M. 2011. A structural model of destination image, tourist’s satisfaction, and destination loyalty. International Journal of Business and Management Studies, 3 (2): 167-177
[17] Mahadzirah, M., et al. 2012. Tourist evaluation of destination image and future behavioural intention: The case of Malaysia. Journal of Management and Sustainability, 2 (1): 181-189
[18] Manikandan, N., and Rahmatullah, M. 2013. Some issues on the effect of tourism service quality and satisfaction of foreign tourist in Tamilnadu. International Journal Scientific Research, Print ISSN no 2277 - 8179. DOI:https://doi.org/10.15373/22778179
[19] Middleton, et al. 2009. Marketing, travel, and tourism. Routledge, ISBN: 0750686936, 9780750686938 502 p.
[20] Mill, C.R. 1990. Tourism: The international business. Pearson College Div. ISBN: 978-0139262968, 372 p.
[21] Oppermann, M. 2000. Tourism destination loyalty. Journal of Travel Research, 39(1): 78-84.
[22] Raju, G.P. 2000. Tourism marketing and management. First edition, Manglam Publications. Manglam, New Delhi, ISBN: 9788190665094, 289 pp.
[23] Salleh, et al. 2014. Tourist satisfaction and loyalty of the Kapas Island Marine Park: A Structural Equation Model (SEM) analysis. Journal of Geo-Marine Science, 43(9): 1732-1738.
[24] Suanmali, S. 2014. Factors affecting tourist satisfaction: An empirical study in the northern part of Thailand. SHS Web of Conferences Volume 12, 01027, 4th International Conference on Tourism Research SHS Web of Conferences, 9 p. Available at: https://www.researchgate.net/publication/307710162_Factors_Affecting_Tourist_Satisfaction_An_Empirical_Study_in_the_Northern_Part_of_Thailand
Published
2020-01-01
How to Cite
ROBUSTIN, Tri Palupi et al. Contribution of Tourism Products in Creating Satisfying Quality of Tourism Services and Tourist Loyalty. Journal of Environmental Management and Tourism, [S.l.], v. 10, n. 6, p. 1382-1391, jan. 2020. ISSN 2068-7729. Available at: <https://journals.aserspublishing.eu/jemt/article/view/4214>. Date accessed: 29 mar. 2024. doi: https://doi.org/10.14505//jemt.v10.6(38).21.