_.gif)
_.gif)
Building Customer Loyalty in Destination: A Case Study in Pelangi Island Jakarta
Abstract
This dissertation aims to investigate the level of tourist's destination loyalty and satisfaction towards Pelangi Island. In addition, this study aims to reveal whether there is an influence between brand equity, tourist satisfaction, and decision making on customer loyalty. The results of this study are expected to be useful for managers in planning the development of appropriate tourism development strategies to increase customer loyalty. The research method used quantitative methods using a data collection tool in the form of an online survey questionnaire. In this study, the samples are people who like traveling especially to Thousand Islands, specifically Pelangi Island. The sampling technique used by the author to collect data is non-probability sampling with snowball sampling method and it has obtained 181 respondents. The data obtained were then analysed in form of tables, charts, and graphs. To conclude the study, the author presented the main findings based on the data that has been analysed. Some ideas were also recommended concerning developing the island's brand and product offering.
Keywords
Full Text:
PDFReferences
Armawati, I., Saryadi, S., & Prabawani, B. (2014). Pengaruh Brand Awareness, Brand Image Dan Perceived Quality Terhadap Keputusan Pemakaian Jasa Pada Maskapai Penerbangan Garuda Indonesia. Jurnal Ilmu Administrasi Bisnis, 3(4), 323–331.
Arslan, M., & Zaman, R. (2014). Impact of Brand Image and Service Quality on Consumer Purchase Intention: A Study of Retail Store in Pakistan. 4(22), 2225–2484.
Artuğer, S., Cevdet, B., & İbrahim, Ç. (2013). Artuğer 2013 (Destination Image and Destinatio.pdf. EUropean Journal of Business and Management ISSN, 5(13), 124–136.
Bel, J. L. Le. (2006). Article information :
Blain, C., Levy, S. E., & Ritchie, J. R. B. (2005). Destination branding: Insights and practices from destination management organizations. Journal of Travel Research, 43(4), 328–338. https://doi.org/10.1177/0047287505274646
Boo, S., Busser, J., & Baloglu, S. (2009). A model of customer-based brand equity and its application to multiple destinations. Tourism Management, 30(2), 219–231. https://doi.org/10.1016/j.tourman.2008.06.003
Brace, I. (2004). Questionnaire Design Survey Material for Effective. In Business. https://doi.org/10.5860/CHOICE.42-3520
Braimah, M., & Tweneboah-Koduah, E. Y. (2011). An Exploratory Study of the Impact of Green Brand Awareness on Consumer Purchase Decisions in Ghana. Journal of Marketing Development & Competitiveness, 5(7), 11–18.
Buying, T., Making, D., National, T. C., Contacts, C. C., Psychology, E., & Development, T. (1990). The Role of Destination Image in Tourism : A Review and Discussion. 1978, 2–9.
Byon, K. K., & Zhang, J. J. (2010). Development of a scale measuring destination image. Marketing Intelligence and Planning, 28(4), 508–532. https://doi.org/10.1108/02634501011053595
Çelik, S. (2019). Psychological factors affecting the behavioral intention of the tourist visiting Southeastern Anatolia. March 2020. https://doi.org/10.1108/JHTI-01-2019-0005
Chadwick, P. H., & McGowan, I. R. (1972). Determination of plutonium and uranium in mixed oxide fuels by sequential redox titration. Talanta, 19(11), 1335–1348. https://doi.org/10.1016/0039-9140 (72)80130-9
Chi, H. K. (2009). The Impact of Brand Awareness on Consumer Purchase Intention: The Mediating Effect of Perceived Quality and Brand Loyalty. The Journal of International Management Studies, 4(1), 135–144.
Chieng, F. Y. L., & Lee, G. C. (2011). Customer-Based Brand Equity : a Literature Review. Journal of Arts Science & Commerce, II (January 2011), 33–42.
Çoban, S. (2012). The effects of the image of destination on tourist satisfaction and loyalty: The case of Cappadocia. European Journal of Social Sciences, 29(2), 222–232.
Deesomsak, R., Paudyal, K., & Pescetto, G. (2014). Durham Research Online woodlands. Critical Studies on Security, 2(2), 210–222.
del Bosque, I. R., & San Martín, H. (2008). Tourist satisfaction a cognitive-affective model. Annals of Tourism Research, 35(2), 551–573. https://doi.org/10.1016/j.annals.2008.02.006
Dib, H., & Alhaddad, A. (2014). The hierarchical relationship between brand equity dimensions. European Scientific Journal, 10(28), 183–194.
Ekinci, Y., & Branding, D. (2003). From destination image to destination branding : An emerging area of. Tourism, 1(2), 21–24.
García Reyes, L. E. (2013). 済無No Title No Title. Journal of Chemical Information and Modeling, 53(9), 1689–1699.
Hagan, T. L. (2014). Measurements in quantitative research: How to select and report on research instruments. Oncology Nursing Forum, 41(4), 431–433. https://doi.org/10.1188/14.ONF.431-433
Hosany, S., & Martin, D. (2012). Self-image congruence in consumer behavior. Journal of Business Research, 65(5), 685–691. https://doi.org/10.1016/j.jbusres.2011.03.015
Huh, J. (2006). Destination Branding as an Informational Signal and Its Influence on Satisfaction and Loyalty in the Leisure Tourism Market Destination Branding as an Informational Signal and its Influence on Satisfaction and Loyalty in the Leisure Tourism Market. 257.
Jennings, G. (2005). Perspectives on quality tourism experiences: An introduction. In Quality Tourism Experiences. https://doi.org/10.4324/9780080455778
Julaimi, A. R., & Talib, S. A. (2016). International Tourists Revisit Intention : A Case of the United Arab Emirates. 35–42.
KANINA, M.-P. (2013). Influence of Promotion Mix Strategies on the Growth of. October.
Keller, K. L. (2009). Building strong brands in a modern marketing communications environment. Journal of Marketing Communications, 15(2–3), 139–155. https://doi.org/10.1080/13527260902757530
Khuong, M. N., & Phuong, N. T. (2017). The Effects of Destination Image, Perceived Value, and Service Quality on Tourist Satisfaction and Word-of-Mouth — A Study in Ho Chi Minh City, Vietnam. International Journal of Trade, Economics and Finance, 8(5), 217–224. https://doi.org/10.18178/ijtef.2017.8.5.568
Kingdom, U., Utami, S., & Aceh, B. (2015). The Influence of Customers’ Trust. III (7), 638–653.
Konecnik, M., & Gartner, W. C. (2007). Customer-based brand equity for a destination. Annals of Tourism Research, 34(2), 400–421. https://doi.org/10.1016/j.annals.2006.10.005
Kotler, P., Nebenzahl, I. D., Lebedenko, V., Rainisto, S., Gertner, D., Clifton, R., van Ham, P., Kalniņš, O., Morgan, N., Papadopoulos, N., Supphellen, M., Norrman, K.-E., Melissen, J., Wason, G., Pant, D. R., Hall, D., O’Donovan, D., Johnston, Y., Lodge, C., … Aaker, D. (2004). ‘Where is place branding heading?’ Place Branding, 1(1), 12–35. https://doi.org/10.1057/palgrave.pb.5990002
Kozak, M., & Rimmington, M. (2000). Tourist satisfaction with Mallorca, Spain, as an off-season holiday destination. Journal of Travel Research, 38(3), 260–269. https://doi.org/10.1177/004728750003800308
Kusumadewi, R. (2019). The Role of Marketing and Individual Environment Association in Elevating the Customer Value. Budapest International Research and Critics Institute-Journal (BIRCI-Journal) Vol 2 (4): 451-460.Management, A., & Management, A. (2006). www.econstor.eu.
Mansah, A. (2016). The influences of cultural factor, social factor, personal factor, and psichological factor towards studen ts’ beh avior in choosing optional studies. 182–192.
Martin, H. S., Collado, J., & del Bosque, I. R. (2013). An exploration of the effects of past experience and tourist involvement on destination loyalty formation. Current Issues in Tourism, 16(4), 327–342. https://doi.org/10.1080/13683500.2012.695773
Martin, O. (2000). Tourism Destination Loyalty. 39(AUGUST), 78–84.
Mat-Som, A. P., & Bader-Badarneh, M. (2011). Tourist Satisfaction and Repeat Visitation; Toward a New Comprehensive Model. World Academy of Science, Engineering and Technology, 50, 1106–1113.
Mattila, A. S. (2004). Consumer behavior research in hospitality and tourism journals. International Journal of Hospitality Management, 23(5 SPEC.ISS.), 449–457. https://doi.org/10.1016/j.ijhm.2004.10.001
McKercher, B., & Wong, D. Y. Y. (2004). Understanding tourism behavior: Examining the combined effects of prior visitation history and destination status. Journal of Travel Research, 43(2), 171–179. https://doi.org/10.1177/0047287504268246
Minar, D., & Safitri, A. (2017). Brand Image and Product Quality on Customer Loyalty (Survey in Cekeran Midun). Trikonomika, 16(1), 43. https://doi.org/10.23969/trikonomika.v16i1.420
Mohamad, M., & Ab Ghani, N. I. (2014). The Impact of Tourist Satisfaction on Destination Loyalty among European Tourists Visiting Malaysia. International Journal of Management Sciences, 2(8), 362–371.
Moradi, H., & Zarei, A. (2011). The impact of brand equity on purchase intention and brand preference-the moderating effects of country of origin image. Australian Journal of Basic and Applied Sciences, 5(3), 539–545.
Moutinho, L. (2007). Article information : Abstract and Keywords. In European Journal of Marketing (Vol. 21, Issue 10).
Murray, B. A., & Kline, C. (n.d.). Rural Tourism and the Craft Beer Experience : Factors Influencing Brand Loyalty in Rural North Carolina, USA. Journal of Sustainable Tourism, 23(8–9), 1198–1216. https://doi.org/10.1080/09669582.2014.987146
Pratminingsih, S. (2014). Roles of Motivation and Destination Image in Predicting Tourist Revisit Intention: A Case of Bandung – Indonesia. International Journal of Innovation, Management and Technology, 5(1). https://doi.org/10.7763/ijimt.2014.v5.479
Prayag, G. (2009). Tourists’ evaluations of destination image, satisfaction, and future behavioral intentions-the case of Mauritius. Journal of Travel and Tourism Marketing, 26(8), 836–853. https://doi.org/10.1080/10548400903358729
Puad, A., Som, M., Marzuki, A., Yousefi, M., & Abukhalifeh, N. (2012). Factors Influencing Visitors’ Revisit Behavioral Intentions : A Case Study of Sabah, Malaysia. 4(4). https://doi.org/10.5539/ijms.v4n4p39
Quan, S., & Wang, N. (2004). Towards a structural model of the tourist experience: An illustration from food experiences in tourism. Tourism Management, 25(3), 297–305. https://doi.org/10.1016/S0261-5177 (03)00130-4
Rachbini, W., Hatta, I. H., Pancasila, U., & Evi, T. (2019). DETERMINANTS OF TRUST AND CUSTOMER LOYALTY ON C2C E-MARKETPLACE IN. 10(03), 116–127.
Raza, M., Siddiquei, A., Awan, H., & Bukhari, K. (2012). Relationship between Service Quality, Perceived Value, Satisfaction and Revisit Intention in Hotel Industry. Interdisciplinary Journal of Contemporary Research in Business, 4(8), 788–805.
Romdonny, J., and Rosmadi, M.L.N. (2019). Factors Affecting Customer Loyalty in Products. Budapest International Research and Critics Institute-Journal (BIRCI-Journal Vol 2 (1): 337-343.
Severi, E., & Ling, K. C. (2013). The mediating effects of brand association, brand loyalty, brand image and perceived quality on brand equity. Asian Social Science, 9(3), 125–137. https://doi.org/10.5539/ass.v9n3p125
Smith, A. K. (2002). No Title. October 2000.
Stephens Balakrishnan, M., Nekhili, R., & Lewis, C. (2011). Destination brand components. International Journal of Culture, Tourism and Hospitality Research, 5(1), 4–25. https://doi.org/10.1108/17506181111111726
Susilowati, C. (2018). Perceived Value, eWord-of-Mouth, Traditional Word- of-Mouth, and Perceived Quality to Destination Image of Vacation Tourists. Review of Integrative Business and Economics Research, 7(1), 312–321.
Teller, G. (1980). Impact of culture on structure of Jewish school. Journal of Jewish Education, 48(2), 44–47. https://doi.org/10.1080/15244118008548056
Tong, X., & Hawley, J. M. (2009). Measuring Consumer Based Brand Equity- China. Journal of Product & Brand Management, 18(4), 262–271.
Toyama, M., & Yamada, Y. (2012). The Relationships among Tourist Novelty, Familiarity, Satisfaction, and Destination Loyalty : Beyond the Novelty-familiarity Continuum. 4(6), 10–18. https://doi.org/10.5539/ijms.v4n6p10
Uriely, N. (2005). The tourist experience. Conceptual developments. Annals of Tourism Research, 32(1), 199–216. https://doi.org/10.1016/j.annals.2004.07.008
Weaver, D. B., & Lawton, L. J. (2002). in the Gold Coast Hinterland of Australia. https://doi.org/10.1177/004728750204000305
Widjaja, A., Astuti, W., & Manan, A. (2019). The Relationship between Customer Satisfaction and Loyalty: Evidence on Online Transportation Services in Indonesia. International Journal of Advances in Scientific Research and Engineering, 5(4), 214–222. https://doi.org/10.31695/ijasre.2019.33166
Witko, A. (2003). Edited by Edited by. In World (Vol. 3, Issue February 2004).
Wong, J. Y., & Yeh, C. (2009). Tourist hesitation in destination decision making. Annals of Tourism Research, 36(1), 6–23. https://doi.org/10.1016/j.annals.2008.09.005
Yoon, Y., & Uysal, M. (2005a). An examination of the effects of motivation and satisfaction on destination loyalty : a structural model. 26, 45–56. https://doi.org/10.1016/j.tourman.2003.08.016
Yoon, Y., & Uysal, M. (2005b). An examination of the effects of motivation and satisfaction on destination loyalty: A structural model. Tourism Management, 26(1), 45–56. https://doi.org/10.1016/j.tourman.2003.08.016
Yuksel, A., Yuksel, F., & Bilim, Y. (2010). Destination attachment: Effects on customer satisfaction and cognitive, affective and conative loyalty. Tourism Management, 31(2), 274–284. https://doi.org/10.1016/j.tourman.2009.03.007
Zhang, H., Wu, Y., & Buhalis, D. (2017). 1. Introduction. July.
DOI: https://doi.org/10.33258/birci.v5i2.4793
Article Metrics
Abstract view : 56 timesPDF - 24 times
Refbacks
- There are currently no refbacks.
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.