The Influence of Service Quality and Tourist Satisfaction on Tourist Loyalty Visiting Garuda Wisnu Kencana Cultural Park Bali

Ni Komang Nia  Noviani; Ni Made Eka  Mahadewi; I Wayan  Mertha; Hanugerah Kristiono  Liestiandre

doi:10.55927/marcopolo.v2i9.11190

Authors

Ni Komang Nia Noviani Program Studi Destinasi Pariwisata, Politeknik Pariwisata Bali
Ni Made Eka Mahadewi Program Studi Destinasi Pariwisata, Politeknik Pariwisata Bali
I Wayan Mertha Program Studi Destinasi Pariwisata, Politeknik Pariwisata Bali
Hanugerah Kristiono Liestiandre Program Studi Destinasi Pariwisata, Politeknik Pariwisata Bali

DOI:

https://doi.org/10.55927/marcopolo.v2i9.11190

Keywords:

Service Quality, Tourist Satisfaction, Tourist Loyalty, SmartPLS

Abstract

The level of service quality provided is the main determinant in meeting tourist expectations and highlighting the excellence of a destination. (Tjiptono, 2002). This study aims to determine the effect of service quality and tourist satisfaction on the loyalty of tourists visiting the Garuda Wisnu Kencana Bali Cultural Park. This study used a sampling method, namely purposive Accidental Sampling, with a total of 150 respondents (Hair et al, 2014). The analysis technique in the study was the Structural Equation Modeling (SEM) model with the Partial Least Square (PLS) approach, and using SmartPLS 4.0 software. The results of the study showed that the tourist satisfaction variable had a significant effect on tourist loyalty (p value Sig = 0.000). The service quality variable had a significant effect on tourist satisfaction (p value Sig = 0.000). The service quality variable had a significant effect on tourist loyalty (p value Sig = 0.000). The tourist satisfaction variable can mediate the effect of service quality on tourist loyalty (p value Sig = 0.000).

Downloads

Download data is not yet available.

References

Ensiklopedia Dunia. (2023). Ensiklopedia Dunia / Kabupaten Badung. Retrieved from Ensiklopedia Dunia

Hair JR, J., Black, W., Babin, b., & Andreson, R. (2014). Multivariate data Analysis.

Kemenparekraf. (2009). UU no 10 Tahun 2009 Tentang Kepariwisataa. UU Nomor 25 tahun 2009, 57, 3.

Kotler, P., & Keller, K. L. (2016) Marketing Management (15th editi)

Nurul vicria. (2023). Analisis Pengaruh Wisatawan Nusantara, Wisatawan Mancanegara, Produk Domestik Regional Bruto Terhadap Pendapatan Asli Daerah Di Provinsi Aceh Tahun 2018-2021

Nining Yuniati. (2018). Profil dan karakteristik Wisatawan Nusantara (studi kasus di Yogyakarta). Jurnal Pariwisata Pesona.

Omoregie, O. K., Addae, J. A., Coffie, S., Ampong, G. O. A., & Ofori, K. S. (2019). Factors influencing consumer loyalty: evidence from the Ghanaian retail banking industry. International Journal of Bank Marketing.

Parasuraman, A., Zeithaml, V.A and Berry, L.L. (1988). “SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality”, Journal of Retailing, Vol. 64 No. 1, pp. 2- 40.

Rahmat Priyanto, Hary Hermawan, Nurhalimah, Suryana (2018). Pengaruh Kualitas Pelayanan terhadap Kepuasan Wisatawan serta Sampaknya terhadap Loyalitas (Studi di Ciater Spa Resort). Upajiwa Dewantara, 1-13

Ridwan, M., & Sukriadi, E. H. (2020). Terhadap Kepuasan pengunjung taman Hutan Raya Ir. H. Djuanda Bandung (The Effect of Tourist Facilities and service Quality on the Satisfaction of Visitors to the Forest Park Ir. H. Djuanda Bandung). 1, 201-214

Rofiah, C., & Whyuni, D. (2017). Kualitas Pelayanan Dan Pengaruhnya Terhadap Loyalitas WisatawanYang Di Mediasi Oleh Kepuasan Di Bank Muamalat Jombang. 12.

Sudrajad, Y. (2023, Juni 13). Kanwil-balinusra-artikel. Retrieved from Kementerian Keuangan Republik Indonesia: https://www.djkn.kemenkeu.go.id

Sinaga & Supriono. 2010. Potensi dan Pengembangan Objek Wisata. Medan: Kertas Karya

Saptutyningsih, E., & Setyaningrum, E. (2019). Penelitian kuantitatif : metode dan alat analisis : dilengkapi dengan contoh proposal penelitian (1st ed.). Gosyen Publishing.

Tjiptono, Fandy. (2002). Strategi Pemasaran, Andi, Yogyakarta

Utama, I. G. B. R. (2014) Pengantar Industri Pariwisata Tantangan dan Peluang Bisnis Kreatif. In Deeppublish.

Wiwik Sulistiyowati, ST., M. T. (2018). Kualitas Pelayanan: Teori dan Aplikasinnya (M. P. Septi Budi Sartika, Ed.; 1st ed.). UMSIDA Press.

Omoregie, O. K., Addae, J. A., Coffie, S., Ampong, G. O. A., & Ofori, K. S. (2019). Factors influencing consumer loyalty: evidence from the Ghanaian retail banking industry. International Journal of Bank Marketing.