Analysis of the Influence of Physical Environment, Service Quality, and Satisfaction on Revisit Intention at Resort in Batam City
DOI:
https://doi.org/10.33649/pusaka.v5i1.115Keywords:
Staycation, Physical Environment, Service Quality, Satisfaction, Revisit IntentionAbstract
The COVID-19 pandemic has negatively affected the tourism and hospitality industry in Indonesia. Many businesses have closed to help keep the virus under control, such as shopping centers and tourist attractions. Staycation can be a profitable business for tourism opportunities during the COVID-19 pandemic. Staycation has increased the popularity of hotels and resorts in Batam City. The study aims to help develop the world of tourism, especially in resort lodging in Batam City by exploring the influence of the physical environment, service quality, and satisfaction on revisit intentions at resorts in Batam City. The study used a quantitative approach by examining various variables and analyzed through a sampling process. The research respondents are local and domestic tourists who have previously had a staycation in Batam City. There were 1,883,244 tourists visiting Batam City in 2018 according to BPS data. The sample size in the population was calculated using the Sloven formula to obtain a sample of 440 respondents using Google Form Questionnaire disseminated through social media. IBM SPSS 25.0 software was used to analyze the collected data and test the hypothesis. The results showed that there is a significant positive influence between the physical environment, service quality, and satisfaction on revisit intention. Resort business owners need to understand the concept of staycation and the importance of improving products, services, and satisfaction to customers in order to create customer revisit intentions.
References
A. Muri Yusuf. (2017). Metode Penelitian Kuantitatif, Kualitatif & Penelitian Gabungan. In Metode Penelitian Kuantitatif, Kualitatif & Penelitian Gabungan.
Abbasi, G. A., Kumaravelu, J., Goh, Y. N., & Dara Singh, K. S. (2021). Understanding the intention to revisit a destination by expanding the theory of planned behaviour (TPB). Spanish Journal of Marketing - ESIC, 25(2), 282–311. https://doi.org/10.1108/SJME12-2019-0109
Ali, H., & Widayati, C. C. (2020). Model of Traveler Satisfaction: The Influence of Perceived Risk, Perceived Value, Travel Motivation to the Interest in Return Visits (A Case Study Jakarta City). International Journal of Disaster Recovery and Business Continuity, 11(3), 1013–1027.
Aliman, N. K., Hashim, S. M., Wahid, S. D. M., & Harudin, S. (2016). Tourists’ Satisfaction with a Destination: An Investigation on Visitors to Langkawi Island. International Journal of Marketing Studies, 8(3), 173. https://doi.org/10.5539/ijms.v8n3p173
Alwi, M. Y., Rahman Kadir, A., & Munir, A. R. (2022). The Effects of Tourism Product, Service Quality, and Health Protocol to Satisfaction and Revisit Intention of Tourist in Three Gilis West Nusa Tenggara. Hasanuddin Journal of Applied Business and Entrepreneurship (HJABE), 5(1).
Alzaydia, Z. (2021). The effect of intangible service quality on retailing during the COVID-19 pandemic in Saudi Arabia. Management Science Letters, 11(8), 2279– 2290. https://doi.org/10.5267/j.msl.2021.4.001
Andajani, E., Rahayu, S., Novika, F., & Tedjakusuma, A. P. (2015). International Tourists’ Motivations and Revisit Intention to Indonesia. Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis, 53(9).
BP Batam. (n.d.). Destinasi Wisata. BADAN PENGUSAHAAN BATAM. https://bpbatam.go.id/tentang-batam/destinasiwisata/
BPS. (2018). Kunjungan Wisatawan Masuk ke Batam 2017-2019. https://batamkota.bps.go.id/indicator/16/99/1/kunjun gan-wisatawan-masuk-ke-batam.html
Chan, S. (2018). FACTORS AFFECTING REVISIT INTENTION WITH CUSTOMER SATISFACTION AS A MEDIATING VARIABLE IN ECO FRIENDLY RESORTS. In JMI (Vol. 9, Issue 1). http://www.jurnal.unsyiah.ac.id/JInoMan
Chan, W. C., Wan Ibrahim, W. H., Lo, M. C., Mohamad, A. A., Ramayah, T., & Chin, C. H. (2020). Controllable drivers that influence tourists’ satisfaction and revisit intention to Semenggoh Nature Reserve: the moderating impact of destination image. Journal of Ecotourism, 21(2), 147–165. https://doi.org/10.1080/14724049.2021.1925288
Cibro, Y. E. Br., & Hudrasyah, H. (2017). FACTORS THAT INFLUENCE CUSTOMER’S INTENTIONS TO REVISIT CAFE: CASE STUDY OF SIETE CAFÉ IN BANDUNG. In Cibro and Hudrasyah / Journal of Business and Management (Vol. 6, Issue 2).
Dinata, I. F., & Setyanto, Y. (2021). Program Pemasaran LIVE style Hotel Flash Sale Traveloka dalam Menarik Konsumen melalui Youtube (Vol. 5, Issue 2).
Hasan, M. K., Abdullah, S. K., Lew, T. Y., & Islam, M. F. (2019). The antecedents of tourist attitudes to revisit and revisit intentions for coastal tourism. International Journal of Culture, Tourism, and Hospitality Research, 13(2), 218–234. https://doi.org/10.1108/IJCTHR-11-2018-0151
Huang, H., Lunhua Mao, L., Wang, J., & Zhang, J. J. (2015). Assessing the relationships between image congruence, tourist satisfaction and intention to revisit in marathon tourism: the Shanghai International Marathon. International Journal of Sports Marketing and Sponsorship, 16(4), 46–66. https://doi.org/10.1108/IJSMS-16-04-2015-B005
Jumraidin, & Liu, L.-W. (2022). ANTECEDENT OF EVENT SATISFACTION TOWARDS REVISIT INTENTION TAMBORA EVENT INDONESIA. Agustus 2022, 1(2). https://doi.org/10.55701/mandalika
Karo, P. K. (2020). Analisis Pengaruh Experiential Marketing Terhadap Tingkat Kepuasan Peserta Sports Event Jakabaring Wonderful Run Palembang. In PUSAKA Journal of Tourism, Hospitality, Travel and Busines Event (Vol. 2, Issue 2). Online.
Kour, P., Jasrotia, A., & Gupta, S. (2021). Understanding the impact of airport service quality on passengers revisit intention amidst covid 19 pandemic.
Lai, K. P., Yee Yen, Y., & Siong Choy, C. (2020). The effects of service quality and perceived price on revisit intention of patients: the Malaysian context. International Journal of Quality and Service Sciences. https://doi.org/10.1108/IJQSS-02-2019- 0013
Lee, H. J. (2022). A Study on the Effect of Customer Habits on Revisit Intention Focusing on Franchise Coffee Shops. Information (Switzerland), 13(2). https://doi.org/10.3390/info13020086
Lee, S., & Jeong, M. (2012). Effects of e-servicescape on consumers’ flow experiences. In Journal of Hospitality and Tourism Technology (Vol. 3, Issue 1, pp. 47–59). https://doi.org/10.1108/17579881211206534
Mat Som, A. P., Marzuki, A., Yousefi, M., & AbuKhalifeh, A. N. (2012). Factors Influencing Visitors’ Revisit Behavioral Intentions: A Case Study of Sabah, Malaysia. International Journal of Marketing Studies, 4(4). https://doi.org/10.5539/ijms.v4n4p39
Metropolis Batam Pos. (2021, December 28). Staycation Hotel di Batam Sangat Diminati. METROPOLIS. https://metro.batampos.co.id/staycation-hotel-dibatam-sangat-diminati/
Mohammed Said Al-Mughairi, H., Bhaskar, P., & khalfan hamood Alazri, A. (2021). The economic and social impact of COVID-19 on tourism and hospitality industry: A case study from Oman. Journal of Public Affairs. https://doi.org/10.1002/pa.2786
Moon, Y., & Armstrong, D. J. (2019). Service quality factors affecting customer attitudes in online-tooffline commerce. In Information Systems and eBusiness Management (Vol. 18, Issue 1). Springer Berlin Heidelberg. https://doi.org/10.1007/s10257- 019-00459-y
Polas, M. R. H., Raju, V., Hossen, S. M., Karim, A. M., & Tabash, M. I. (2020). Customer’s revisit intention: Empirical evidence on Gen-Z from Bangladesh towards halal restaurants. Journal of Public Affairs, 22(3). https://doi.org/10.1002/pa.2572
Rajput, A., & Gahfoor, R. Z. (2020). Satisfaction and revisit intentions at fast food restaurants. Future Business Journal, 6(1). https://doi.org/10.1186/s43093-020- 00021-0
Simpeh, K. N., Simpeh, M., Abdul-Nasiru, I., & Amponsah-Tawiah, K. (2011). Servicescape and Customer Patronage of Three Star Hotels in Ghana’s Metropolitan City of Accra. www.iiste.org
Sohn, H. K., Lee, T. J., & Yoon, Y. S. (2016). Relationship between Perceived Risk, Evaluation, Satisfaction, and Behavioral Intention: A Case of Local-Festival Visitors. Journal of Travel and Tourism Marketing, 33(1), 28–45. https://doi.org/10.1080/10548408.2015.1024912
Stylos, N., Vassiliadis, C. A., Bellou, V., & Andronikidis, A. (2016). Destination images, holistic images and personal normative beliefs: Predictors of intention to revisit a destination. In Tourism Management (Vol. 53). https://doi.org/10.1016/j.tourman.2015.09.006
Suardi. (2020). Pengaruh Kualitas Pelayanan Terhadap Keputusan Memilih Hotel dan Wisma di Kabupaten Pinrang. In PUSAKA Journal of Tourism, Hospitality, Travel and Busines Event (Vol. 2, Issue 1). Online.
Tripadvisor. (2022). Resor di Batam. https://www.tripadvisor.co.id/Hotels-g297717-zff8- Batam_Riau_Archipelago_Riau_Islands_ProvinceHotels.html
Uboegbulam, G. C., & Ezurume, S. O. (2020). PHYSICAL ENVIRONMENT, SERVICE QUALITY AND GUEST REVISIT INTENTION IN PORTHARCOURT HOTELS. In Multidisciplinary Peer Reviewed Journal ISSN (Vol. 6).
Wahyudiono, S. (2022). Increasing the Tourists’ Revisit Intention by Paying Attention to Tourist Satisfaction at The Gong Cave Pacitan Tourist Destination. In Majalah Ilmiah Bijak (Vol. 19, Issue 2). http://ojs.stiami.ac.id
Wisandiko, F. A., & Indarwati, T. A. (2021). Pengaruh Destination Social Responsibility dan Destination Reputation terhadap Revisit Intention dengan Perceived Trust sebagai Variabel Mediasi di Masa Pandemi Covid-19. In Journal of Tourism, Hospitality, Travel and Busines Event (Vol. 3, Issue 2). Online.
Downloads
Published
How to Cite
Issue
Section
License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
