The influence of customer experience and destination image on interest to return visit
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Jun 29, 2023
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Abstract
This study aims to examine the effect of customer experience and destination image on the intention to return to Kedai Tanah Senja Wonosalam. The explanatory research method is used by collecting data in the field. The research population consisted of all customers of the Tanah Senja Wonosalam Tavern, with a sample of 100 customers. Data analysis was performed using multiple linear regression statistical methods, as well as testing the hypothesis and the coefficient of determination. Based on the results of the study, it was found that there was a significant influence between customer experience and intention to revisit Kedai Tanah Senja. That is, the higher the customer experience, the higher the customer's intention to revisit. In addition, a significant influence was also found between destination image and intention to revisit Kedai Tanah Senja. A high destination image has the potential to influence customers to make repeat visits. Thus, this study concludes that customer experience and destination image play an important role in increasing intention to return to Kedai Tanah Senja Wonosalam.
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How to Cite
Kurniawan, I., & Setyawan, F. (2023). The influence of customer experience and destination image on interest to return visit. Enrichment : Journal of Management, 13(2), 1404-1415. https://doi.org/10.35335/enrichment.v13i2.1416
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Arikunto, S. (2019). Prosedur penelitian suatu pendekatan praktik.
Babin, B. J., & Harris, E. G. (2023). CB Consumer Behaviour. Cengage Canada.
Bascur, C., & Rusu, C. (2020). Customer experience in retail: A systematic literature review. Applied Sciences, 10(21), 7644.
Bason, C., & Austin, R. D. (2019). The right way to lead design thinking. Harvard Business Review, 97(2), 82–91.
Basu, S., & Nagendra, H. (2021). Perceptions of park visitors on access to urban parks and benefits of green spaces. Urban Forestry & Urban Greening, 57, 126959.
Bloomfield, J., & Fisher, M. J. (2019). Quantitative research design. Journal of the Australasian Rehabilitation Nurses Association, 22(2), 27–30.
Bui, V., Alaei, A. R., Vu, H. Q., Li, G., & Law, R. (2022). Revisiting tourism destination image: A holistic measurement framework using big data. Journal of Travel Research, 61(6), 1287–1307.
Collier, E. S., Oberrauter, L.-M., Normann, A., Norman, C., Svensson, M., Niimi, J., & Bergman, P. (2021). Identifying barriers to decreasing meat consumption and increasing acceptance of meat substitutes among Swedish consumers. Appetite, 167, 105643.
Corbisiero, F., & Monaco, S. (2021). Post-pandemic tourism resilience: changes in Italians’ travel behavior and the possible responses of tourist cities. Worldwide Hospitality and Tourism Themes, 13(3), 401–417.
Cosentino, G. (2020). Social media and the post-truth world order. Springer.
Dewi, R. L. (2019). STRATEGI INTEGRATED MARKETING COMMUNICATION DALAM MENINGKATKAN MINAT BELI MELALUI MEDIA SOSIAL INSTAGRAM (STUDI KASUS PADA PT. DUNIA MAKMUR JAYA JAKARTA BARAT TAHUN 2016). Universitas Mercu Buana Jakarta.
Govindarajo, N. S., & Khen, M. H. S. (2020). Effect of service quality on visitor satisfaction, destination image and destination loyalty–practical, theoretical and policy implications to avitourism. International Journal of Culture, Tourism and Hospitality Research, 14(1), 83–101.
Huete Alcocer, N., & López Ruiz, V. R. (2020). The role of destination image in tourist satisfaction: the case of a heritage site. Economic Research-Ekonomska Istraživanja, 33(1), 2444–2461.
Kaushal, V., & Yadav, R. (2021). Understanding customer experience of culinary tourism through food tours of Delhi. International Journal of Tourism Cities, 7(3), 683–701.
Kislali, H., Kavaratzis, M., & Saren, M. (2020). Destination image formation: Towards a holistic approach. International Journal of Tourism Research, 22(2), 266–276.
Kotler, P., Kartajaya, H., & Setiawan, I. (2019). Marketing 3.0: From products to customers to the human spirit. Springer.
Liu, F., Lai, K.-H., Wu, J., & Duan, W. (2021). Listening to online reviews: A mixed-methods investigation of customer experience in the sharing economy. Decision Support Systems, 149, 113609.
McKinney, C. (2020). Information activism: A queer history of lesbian media technologies. Duke University Press.
Mukmin, S. (2022). Beach Are Development Strategy as the Prime Tourism Area in Indonesia. Beach Are Development Strategy as the Prime Tourism Area in Indonesia, 13(2 (58)), 414–426.
Nasir, M., Mohamad, M., Ghani, N., & Afthanorhan, A. (2020). Testing mediation roles of place attachment and tourist satisfaction on destination attractiveness and destination loyalty relationship using phantom approach. Management Science Letters, 10(2), 443–454.
Othman, B. A., Harun, A., De Almeida, N. M., & Sadq, Z. M. (2020). The effects on customer satisfaction and customer loyalty by integrating marketing communication and after sale service into the traditional marketing mix model of Umrah travel services in Malaysia. Journal of Islamic Marketing.
Patwardhan, V., Ribeiro, M. A., Woosnam, K. M., Payini, V., & Mallya, J. (2020). Visitors’ loyalty to religious tourism destinations: Considering place attachment, emotional experience and religious affiliation. Tourism Management Perspectives, 36, 100737.
Pencarelli, T. (2020). The digital revolution in the travel and tourism industry. Information Technology & Tourism, 22(3), 455–476.
Rais, M. A., & Zakiy, M. (2019). Pengaruh Pemberdayaan Psikologis, Locus of Control Internal, Dan Kepemimpinan Pemberdayaan Terhadap Kreativitas Karyawan. Universitas Muhammadiyah Yogyakarta, Yogyakarta.
SISI, S. (2022). Pengaruh Customer Relationship Marketing, Bauran Pemasaran dan Service Performance Terhadap Loyalitas Nasabah pada Bank Sumsel Babel Cabang Syariah Palembang. UIN RADEN FATAH PALEMBANG.
Stylidis, D., Woosnam, K. M., & Tasci, A. D. A. (2022). The effect of resident-tourist interaction quality on destination image and loyalty. Journal of Sustainable Tourism, 30(6), 1219–1239.
Sugiyono. (2017). Metode Penelitian Bisnis. Alfabeta.
Sugiyono, P. D. (2019). Metode Penelitian Kuantitatif, Kualitatif, dan R&D (Sutopo. Bandung: CV. Alfabeta.
Tu, H.-M. (2020). The attractiveness of adaptive heritage reuse: A theoretical framework. Sustainability, 12(6), 2372.
Zaid, S., & PATWAYATI, P. (2021). Impact of customer experience and customer engagement on satisfaction and loyalty: A case study in Indonesia. The Journal of Asian Finance, Economics and Business, 8(4), 983–992.
Zhou, Q., Zhu, K., Kang, L., & Dávid, L. D. (2023). Tea Culture Tourism Perception: A Study on the Harmony of Importance and Performance. Sustainability, 15(3), 2838.
Zulzilah, S., Prihantoro, E., & Wulandari, C. (2019). The influence of destination image, novelty seeking, and information quality in social media: The case of media news company Indonesian tourism on Instagram. AJMC (Asian Journal of Media and Communication), 3(1), 23–32.