The Role of Customer Values in Increasing Tourist Satisfaction in Gianyar Regency, Bali, Indonesia

• 발행기관: 한국유통과학회
• 저자명: Ida Bagus CEMPENA Ida Ayu Sri BRAHMAYANTI Erwin Dyah ASTAWINETU Feliks Anggia B. K. PANJAITAN Ida Ayu Nuh KARTINI Hotman PANJAITAN
• 간행물 정보: 『The Journal of Asian Finance, Economics and Business(JAFEB)』Vol. 8 No.8, 553~563쪽, 전체 11쪽
• 주제분류: 경제경영 > 경제학
• 파일형태: PDF
• 발행일자: 2021.08.30

영문 초록

Customer value has long been believed to be a direct trigger for increased tourist satisfaction, but as a mediating variable, it still needs to be proven further. This paper aims to examine the causal relationship between research variables, as well as to examine the role of customer value as a mediating variable in the relationship between service quality, brand quality, tourism products, customer value, and tourist satisfaction with tourists’ objects. The population is tourists who visit tourist sites/destinations in the Gianyar Regency on the island of Bali, Indonesia, and the sample size is 270 respondents, selected through random sampling. Structural equation modeling (SEM), a multivariate statistical analysis technique, is used to analyze the causal relationships between variables. The results show that the model is accepted, and customer value is proven to be a positive mediating variable. The results also show that service quality, brand quality, and tourism products have an effect on customer value. This provides insight into the practical implications for tourism managers to increase the brand quality of tourist attractions as well as increase the professionalism and quality of tour guide services. This, in turn, will increase customer value and increase tourist satisfaction.

목차

1. Introduction

2. Literature Review and Hypotheses

3. Research Methods

4. Results

5. Discussion

6. Conclusion

키워드

Service Quality Brand Quality Tourism Products Customer Value Tourist Satisfaction