Customer Experience and Facilities to encourage Revisit Intention with Customer Satisfaction as an intervening variable at the Old Town tourist attraction in Surabaya
DOI:
https://doi.org/10.51903/e-bisnis.v18i1.2278Keywords:
Customer Experience, Facilities, Customer SatisfactionAbstract
This research aims to prove and analyze the influence of Customer experience and Facilitiesin influencing interest in returning to visit with Customer Satisfaction as an intervening variable at the Old Town tourist attraction in Surabaya. This type of research is causal-explanatory the population is visitors to the Old Town in Surabaya. The sampling method uses Accidental Sampling which is a group of Non-Probability Sampling. The data collection method uses a questionnaire involving 100 respondents and Smart PLS 4 as the analysis tool. Customer satisfaction has a positive and significant impact on customer satisfaction, facilities have a positive and significant impact on customer satisfaction, customer experience has a positive but not significant impact on customer satisfaction, facilities have a negative and insignificant impact on customer intention, and customer satisfaction has a positive and significant impact on customer satisfaction. Additionally, facilities have a significant impact on customer satisfaction through customer satisfaction, and customer experience has a significant impact on customer satisfaction through customer satisfaction.
References
Ayu Fitriya, S. P., Abdurachman Saleh Situbondo Dwi Perwitasari, U. W., Abdurachman Saleh Situbondo Muhammad Iqbal, U. A., Abdurachman Saleh Situbondo Ayu Dita Windra, U. C., & Abdurachman Saleh Situbondo, U. (2023). Pengaruh Promosi Wisata, Kualitas Pelayanan dan Fasilitas Wisata Terhadap Minat Kunjung Ulang Melalui Kepuasan Pengunjung sebagai variabel intervening pada Wisatawan Kampung Blekok Kabupaten Situbondo. Jurnal Mahasiswa Entrepreneur (JME) FEB UNARS, 2(9), 2116–2131.
Dwi, A., Putri, S., & Farida, N. (2021). Pengarun Fasilitas Wisata dan Kualitas Pelayanan Terhadap Niat Berkunjung Kembali Melalui Kepuasan Pengunjung (Studi Obyek Wisata Goa Kreo Kota Semarang). Jurnal Administrasi Bisnis, X, 781.
Evelyna, F. (2022). Pengaruh Servicescape, Social Media Marketing dan Customer Experience terhadap Minat Berkunjung Kembali (Revisit Intention) pada Objek Wisata Rahayu River Tubing di Kabupaten Kebumen. JBMA : Jurnal Bisnis Manajemen Dan Akuntansi, IX(2).
Kurniawan, R., & Hanifah, R. D. (2023). Pengaruh Fasilitas terhadap Revisit Intention dengan Kepuasan tamu sebagai Variabel Intervening (Studi Kasus: Novotel Jakarta Gajah Mada). ULTIMA Management, 15(1).
Malikhah, S., Fadhilah, M., & Welsa, H. (2023). Meningkatkan Minat Berkunjung Kembali melalui Kepuasan Konsumen sebagai Variabel Intervening pada Pengunjung Domestik Wisata Puncak Becici Yogyakarta. J-MAS (Jurnal Manajemen Dan Sains), 8(2), 1814. https://doi.org/10.33087/jmas.v8i2.1479
Margaretha R. (2024). Strategi Capacity Building dalam Pengelolaan Pariwisata Berkelanjutan di Indonesia . Jurnal Ekonomi Bisnis, Manajemen Dan Akuntansi (Jebma), 04(01).
Mihron, & Nuvriasari, A. (2023). Pengaruh Pengalaman Pelanggan, Store Atmosphere Dan Kualitas Pelayanan Tehadap Loyalitas Pelanggan. JurnalEkobisDewantara, Vol.6.
Muhammad Alfarisyi, & Hijriyantomi Suyuthie. (2024). Pengaruh Destination Image dan Fasilitas Wisata Terhadap Minat Berkunjung Kembali Pada Objek Wisata Pantai Air Bangis Kecamatan Sungai Beremas Kabupaten Pasaman Barat. Jurnal Ilmiah Dan Karya Mahasiswa, 2(4), 83–94. https://doi.org/10.54066/jikma.v2i4.2310
Ningsih, A., & Rika Novita Sari. (2024). Customer value Dan Customer Experience Terhadap Customer satisfaction. JEMSI (Jurnal Ekonomi, Manajemen, Dan Akuntansi), 10(3), 2171–2178. https://doi.org/10.35870/jemsi.v10i3.2610
Nisa Lathifah Nabila, A. (2020). Pengaruh Customer Perceived Value dan Customer Experience Terhadap Revisit Intention pada Objek Wisata The Great Wall of Koto Gadang. JurusanPendidikanEkonomi, 3(3).
Nurarifin, Saputri, V. G., Clarissa A, Pratiwi, A. I., Setiawati N, Larasaty P, & Meilaningsih T. (2024). Laporan Perekonomian Indonesia 2024 (Vol. 42). BPS.
Rafika Fikri, N., Bukhari, A., Fakultas Pertanian Jurusan Agribisnis UNTIRTA, M., Fakultas Pertanian Jurusan Agribisnis UNTIRTA, D., Unggulan Inovasi Perguruan Tinggi Ketahanan Pangan Universitas Sultan Ageng Tirtayasa Jl Raya Jakarta Km, P., & Serang Banten, tan. (2020). Pengaruh Customer Experience Terhadap Revisit Intention Di Wisata Kuliner Bunderan Perumnas Cibeebr Kota Cilegon. Journal of Local Food Security, 1.
Sagita, M. D., & Wulansari, N. (2023). Pengaruh Citra Destinasi dan Fasilitas terhadap Revisit Intention di Kawasan Lembah Harau. YASIN, 3(6), 1252–1264. https://doi.org/10.58578/yasin.v3i6.1629
Satrio Wibowo, M., & Arviana Belia, L. (2023). Partisipasi Masyarakat dalam Pengembangan Pariwisata Berkelanjutan. JMPP, 6(ISUE1).
Susilawati, E., Prastiwi, E. H., & Kartika, Y. (2022). Pengaruh Persepsi Harga, Diskon, Dan Customer Experience Terhadap Loyalitas Pelanggan Produk Fashion Shopee. http://jurnal.stiekma.ac.id/index.php/JAMIN
Syaefulloh. (2023). Pengaruh Service Quality, Relationship Marketing, Customer Experience terhadap Customer Satisfaction (Study pada Pengguna Jasa Wifi Cv. Network Maha Jaya di Desa Bakalan Purwosari). Jurnal Penelitian Manajemen Dan Inovasi Riset, 1(6), 199–183213. https://doi.org/10.61132/lokawati.v1i6.349
Wijianti, F., & Budiarti, E. (2023). Pengaruh Kualitas Produk dan Persepsi Harga trhadap Kepuasan Konsumen pada produk Skintific (Studi Kasus Mahasiswa Universitas 17 Agustus 1945 Surabaya). Neraca Manajemen, Ekonomi, 3. https://doi.org/10.8734/mnmae.v1i2.359
