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All Journal Jurnal Ekonomi dan Bisnis Jagaditha Al Qalam: Jurnal Ilmiah Keagamaan dan Kemasyarakatan Al-Kharaj: Journal of Islamic Economic and Business Edutourism : Journal Of Tourism Reseach Jurnal Kepariwisataan Tulisan Ilmiah Pariwisata (TULIP) Jurnal Gastronomi Indonesia Mamangan Social Science Journal Eduvest - Journal of Universal Studies
Utama, I Putu
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PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN DAN LOYALITAS PELANGGAN RESTORAN CEPAT SAJI Utama, I Putu; Suprastayasa, I Gusti Ngurah Agung; Wiratnaya, I Nyoman
JURNAL KEPARIWISATAAN Vol 10 No 2 (2011): Jurnal Kepariwisataan
Publisher : Pusat penelitian & Pengabdian Kepada Masyarakat Politeknik Pariwisata Bali

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Abstract

This research proposes to confirm the effects of service quality to customert s satisfaction and loyalty in fast food restaurants. The data were collected by applying judmental sampling method, which was applied to 200 customers at outlets of Kentucky Fried Chicken and Mac Donalds in Denpasar and Badung. The variables in this study are service quality as an exogenous variable, custom­ers satisfaction as an interviening variable, and customers loyalty as an endog-enous variable. The responden s perception is indicated in Likert scale of 5, in which I is strongly disagree and 5 is strongly agree with the statements. The data were then analyzed using Structural Equation Modelling (SEM). The ques­tioner consisting of 40 questions were tried out for its validity using Alpha Pearson Correlation and reliability using Cronbach s alpha formulas. Then, the statisti­cal analysis of Structural Equation Modelling showed that direct effect of service quality to customers satisfaction was sign.ificant (85.9%), direct effect of customers satisfaction to customers loyalty was significant (91.5%), direct effect of service quality to customers satisfaction was insign.ificant, and indirect effect of service quality to customers loyalty through customers satisfaction was significant (78.6%).
PENGARUH KUALITAS PELAYANAN TERHAI)AP KEPUASAN DAN NIAT BERPERILAKU LOYAL WISATAWAN MANCANEGARA Utama, I Putu
JURNAL KEPARIWISATAAN Vol 10 No 1 (2011): Jurnal Kepariwisataan
Publisher : Pusat penelitian & Pengabdian Kepada Masyarakat Politeknik Pariwisata Bali

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Abstract

This research proposes to confirm the effects of service quality on guests satis­faction and behavioral intention loyalty. The data were collected by applying purposive sampling method, which was applied to 200 international tourists stay­ing at a number of five-star hotels in Badung regency. The variables in this study are service quality as an exogenous variable, guests satisfaction as an interven­ing variable, and behavioral intention as an endogenous variable. The respond­ents perception is indicated in Likert scale of 5, in which 1 strongly disagrees and 5 strongly agrees with the statements. The data were then analyzed using Struc­tural Equation Modeling (SEM). The questionnaire consisting of 30 questions were tried out for its validity using alpha Pearson Correlation and reliability using Cronbach s alpha. Then, the statistical analysis of Structural Equation Modeling showed that direct effect of service quality to guests' satisfaction was significant ( 7 %), direct effect of guests' satisfaction to behavioral intention loyalty was significant (55.4 %), direct effect of service quality to behavioral intention loyalty was insignificant (19. 1 %), and indirect effect of service quality to behavioral in­tention loyalty through guests satisfaction was significant ( 48 %).
The Moderating Role of Government Regulations in the Influence of Competency of Prospective Indonesian Migrant Workers on Destination Country Placement Sastra, I Gde Leo; Sihombing, Irene Hanna; Utama, I Putu
Jurnal Ekonomi dan Bisnis Jagaditha Vol. 11 No. 2 (2024): Jurnal Ekonomi dan Bisnis Jagaditha (In Press)
Publisher : Universitas Warmadewa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22225/jj.11.2.2024.15-24

Abstract

There is a correlation between the increase in prospective Indonesian migrant workers (PMIs) and the increase in employment law violations. Non-procedural PMIs force themselves on migrant workers without proper permission, violating legalities such as incomplete documents and legal provisions, potentially leading to legal problems. Non-procedural PMIs also tend not to go through the placement selection process with a credible agency. The study aims to examine the role of government regulation in moderating the influence of competence on PMI candidate recruitment. The research population consists of Indonesian migrant workers' distributor agencies spread across nine districts and cities in Bali province. The research sample comprises 10 agencies and 10 recruiters who recruited during the years 2021 and 2022 as candidate migrants to 117 placement companies. Data collection for competence variables, government regulations, and placement using questionnaires that have passed validity and reliability tests is a good measurement scale. We analyzed the research data using the Partial Least Squares Structural Equation Modeling (PLS-SEM) method, aided by SMART-PLS software, to examine the direct impact of competence on placement, the influence of government regulations on placement, and the moderating effect of governmental regulations on the impact of competence on placement. This study showed that (1) competence had a positive and significant effect on placement, which was backed up by strong empirical data; (2) government regulations also had a positive and significant effect on placement, which was backed up by empire data; and (3) the way that government regulations moderated the relationship between competence and placement was hindering.
Peran Citra Destinasi Pada Hubungan E-Wom Dengan Minat Kunjungan Wisatawan Di Pantai Losari, Kota Makassar Sarapang, Vinny Corylitha; Surata, I Ketut; Utama, I Putu
EDUTOURISM Journal Of Tourism Research Vol. 3 No. 02 (2021): HOSPITALITY AND TOURISM
Publisher : Samarinda State Polytechnic

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53050/ejtr.v3i02.182

Abstract

This study sees and analyzes the direct effect of e-WOM on visit intention and destination image, the direct effect of destination image on visit intention, and the indirect effect of e-WOM on visit intention through destination image. The methods of this study used a quantitative approach. I collected data through online questionnaires with a total sample of 200 respondents. The sampling technique used is purposive accidental sampling. Data analysis used the SEM-PLS method. The results showed that e-WOM has no direct effect and an insignificant positive relationship on visit intention, e-WOM has a positive and significant direct effect on destination image, destination image has a positive and significant direct effect on visit intention, and e-WOM has a positive and significant indirect effect on visit intention through destination image or destination image became a mediator between e-WOM and visit intention.
PENGARUH KUALITAS PELAYANAN, KEPUASAN TAMU, DAMPAKNYA TERHADAP NIAT DATANG KEMBALI PADA INTERCONTINENTAL RESORT Sedana, I Nyoman; Zuraida, Lukia; Utama, I Putu
Tulisan Ilmiah Pariwisata (TULIP) Vol 7, No 2: DESEMBER 2024
Publisher : Program Studi S1 Pariwisata, Universitas Muhammadiyah Gorontalo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31314/tulip.7.2.81-86.2024

Abstract

This study aims to determine the effect of service quality on satisfaction and intention to return to Resort guests by using a accidental sampling technique on 160 respondents which were then analyzed using Structural Equation Models (SEM) via Smart-Pls. The results of the study state that 1) service quality has a significant positive effect on customer satisfaction. Where the coefficient is 0.960. 2) customer satisfaction has a positive and insignificant effect on intention to return Where the coefficient is 0.162. 3) service quality has a positive and significant effect on intention to return, Where the coefficient is 0.771. 4) Testing the mediation effect with the VAF value obtained at 16.74% so that there is no mediation effect by the customer satisfaction variable on the relationship between service quality and intention to return. The Resort needs to maintain service quality through the provision of the latest facilities (up to date), improve performance so that services are provided on time so as to maintain guest satisfaction and intention to come back to the InterContinental Bali Resort.
Influence of Service Quality on Word of Mouth Mediated by Tourist Satisfaction at the Budo Tourism Village Homestay Ukus, Flaura Widya; Sihombing, Irene Hanna H.; Utama, I Putu; Arrey, Mbaze-Ebock Vivian
Jurnal Mamangan Vol 13, No 1 (2024): Jurnal Ilmu Sosial Mamangan Accredited 2 (SK Dirjen Ristek Dikti No. 0173/C3/DT
Publisher : LPPM Universitas PGRI Sumatera Barat

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22202/mamangan.v13i1.8201

Abstract

In 2022, tourist visits to the Budo Tourism Village were recorded at 64.000 visitors. This figure exceeds the initial target of the village government and Village-Owned Enterprise Management. However, the large number of tourist visits to Budo Village did not increase the number of guests staying at Budo Village homestays. The limited marketing budget from the government and the village-owned enterprise (Bumdes) as managers makes WOM (word of mouth) as the main promotional strategy for homestay managers in the Budo Tourism Village. Another phenomenon encountered is dissatisfaction of guests who stay overnight due to the quality of service received. The above phenomena are related to the theories of service quality, tourist satisfaction, and word of mouth, and are then examined in more depth regarding the influence of service quality on word of mouth mediated by tourist satisfaction. This type of research is quantitative with data collection techniques using a questionnaire created in the form of a GoogleForm and distributed to 174 respondents who have stayed at nine homestays in the Budo Tourism Village. SEM PLS and SPSS analysis were employed to analyze the data. This research found that service quality has a positive and significant influence on tourist satisfaction and Word of Mouth (WOM). Tourist satisfaction has a positive and significant influence on Word of Mouth (WOM) and is also able to mediate the influence of Service Quality on Word of Mouth (WOM). Homestay managers are advised to concern to service quality, such as tidiness and cleanliness, as well as improving internet networks and the availability of free WiFi. Further research will explore the possibility of developing it not only in homestays but also in cafes, restaurants, and even diving centers.
Peran Mediasi Citra Kuliner pada Pengaruh E-WOM terhadap Niat Beli Wisatawan pada Produk Kuliner UMKM di Ubud, Gianyar, Bali Putra, I Nyoman Cahyendra; Utama, I Putu; Prabawa, I Wayan Sukma Winarya
Al Qalam: Jurnal Ilmiah Keagamaan dan Kemasyarakatan Vol. 19, No. 2 : Al Qalam (Maret 2025)
Publisher : Sekolah Tinggi Ilmu Al-Qur'an (STIQ) Amuntai Kalimantan Selatan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35931/aq.v19i2.4811

Abstract

Permasalahan yang dihadapi oleh UMKM di Ubud terkait dengan ketergantungan pada E-WOM dalam mempromosikan produk mereka tanpa strategi yang memadai, sehingga penting untuk memahami bagaimana citra kuliner dapat mengoptimalkan potensi pemasaran digital. Penelitian ini bertujuan untuk menganalisis pengaruh Electronic Word of Mouth (E-WOM) terhadap niat beli wisatawan pada produk kuliner Usaha Mikro Kecil Menengah (UMKM) di Ubud, Gianyar, Bali, dengan citra kuliner sebagai variabel mediasi.   Penelitian ini menggunakan metode kuantitatif dengan teknik pengumpulan data melalui kuesioner yang disebarkan kepada 80 wisatawan yang mengunjungi Ubud. Data dianalisis menggunakan teknik Structural Equation Modeling (SEM). Hasil analisis menunjukkan bahwa E-WOM memiliki pengaruh signifikan terhadap citra kuliner dengan koefisien korelasi sebesar 0.822, t statistik sebesar 18.161, dan p-value sebesar 0.000. Selain itu, E-WOM juga memiliki pengaruh signifikan terhadap niat beli wisatawan dengan koefisien korelasi sebesar 0.223, t statistik sebesar 9.776, dan p-value sebesar 0.011. Citra kuliner ditemukan memiliki pengaruh signifikan terhadap niat beli wisatawan dengan koefisien korelasi sebesar 0.725, t statistik sebesar 2.033, dan p-value sebesar 0.000. Citra kuliner berperan sebagai pemediasi parsial dalam hubungan antara E-WOM dan niat beli, dengan nilai VAF sebesar 72,7%  dengan nilai korelasi sebesar 0.596, t statistik-9.034 dan p value 0.000.  Kesimpulan dari penelitian ini menekankan pentingnya citra kuliner dalam memediasi pengaruh E-WOM terhadap niat beli wisatawan. Pengelola UMKM di Ubud disarankan untuk lebih fokus membangun citra kuliner serta memanfaatkan platform digital secara optimal. Implikasi praktis dari hasil penelitian ini adalah perlunya strategi pemasaran digital yang efektif, serta kolaborasi dengan stakeholders kuliner untuk membangun citra positif produk kuliner lokal. 
Preposisi Aroma dalam Membangun Branding Pariwisata Indonesia yang Berkelanjutan Nugraha, Harry Dwi; Utama, I Putu; Surata, I Ketut
Al Qalam: Jurnal Ilmiah Keagamaan dan Kemasyarakatan Vol. 19, No. 2 : Al Qalam (Maret 2025)
Publisher : Sekolah Tinggi Ilmu Al-Qur'an (STIQ) Amuntai Kalimantan Selatan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35931/aq.v19i2.4808

Abstract

Penelitian ini mengeksplorasi potensi dan efektivitas komoditas aroma dalam membentuk identitas merek pariwisata Indonesia yang unik dan khas, serta merumuskan strategi pemasaran berbasis aroma untuk segmen pariwisata berkelanjutan. Dengan menggunakan pendekatan kualitatif dan desain deskriptif, penelitian ini mengkaji aroma sebagai elemen unggulan yang dapat menjadi kekuatan kompetitif dalam memperkuat brand identity.    Empat destinasi utama pariwisata yaitu: Bali, Yogyakarta, Solo, dan Jakarta dipilih dengan melibatkan narasumber dari kalangan pemerintah, pelaku bisnis, dan akademisi, yang dipilih melalui metode triangulasi. Pengumpulan data dilakukan melalui wawancara, FGD, observasi langsung, serta kuesioner terstruktur.    Penelitian ini menggunakan teori Resource Based View (RBV) dan analisis Meta-SWOT. Untuk faktor internal (IFAS), penelitian mengacu pada kriteria VRIO (Valuable, Rare, Inimitable, Organization Support), sementara faktor eksternal (EFAS) dianalisis menggunakan pendekatan PESTLE (Political, Economic, Social, Technological, Legal, Environmental) yang diperkaya unsur Sejarah dan Budaya. Penentuan bobot indikator Meta-SWOT dilakukan dengan metode AHP (Analytical Hierarchy Process).    Hasilnya menunjukkan bahwa aroma memiliki potensi besar untuk menjadi keunggulan kompetitif Indonesia dalam menarik minat pasar pariwisata berkelanjutan, serta dapat berperan sebagai identitas merek yang kuat. Strategi pemasaran yang disarankan adalah strategi WO (Weakness-Opportunity), yang menekankan pentingnya memperbaiki kelemahan internal sebelum memanfaatkan peluang di pasar sustainable tourism. 
The Role of Customer Satisfaction on Influence Servicescape on Word of Mouth at A Restaurant at A Zoo in Gianyar Regency Murjana, I Nyoman; Utama, I Putu; Surata, I Ketut
Eduvest - Journal of Universal Studies Vol. 5 No. 4 (2025): Eduvest - Journal of Universal Studies
Publisher : Green Publisher Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59188/eduvest.v5i4.30332

Abstract

The rapid growth of Bali’s culinary industry, particularly in Gianyar’s zoo restaurants, underscores the need to understand how servicescape dimensions influence customer satisfaction and WOM. Despite existing studies on servicescape, limited research addresses zoo-based dining contexts. This study analyzes (1) the impact of servicescape on satisfaction and WOM, (2) satisfaction’s mediating role, and (3) the most influential servicescape dimensions. A quantitative survey of 30 respondents from four zoo restaurants in Gianyar was analyzed using Structural Equation Modeling (SEM) via AMOS. Servicescape significantly boosts satisfaction (path coefficient: 0.492) and WOM (0.302), with satisfaction partially mediating this relationship (Sobel test: 4.1697, *p* < 0.05). Signs/symbols/artifacts had the strongest influence, while ambient conditions were the least impactful. The findings guide zoo restaurants in prioritizing thematic design and functionality to enhance satisfaction and WOM, offering novel insights for niche hospitality settings.
Pemetaan Potensi Wisata Kuliner Di Desa Wisata Sayan Ubud Putra, I Komang Cahyendra; Utama, I Putu; Sihombing, Irene Hanna H.
JURNAL GASTRONOMI INDONESIA Vol 13 No 1 (2025): Jurnal Gastronomi Indonesia
Publisher : Pusat Penelitian & Pengabdian kepada Masyarakat Politeknik Pariwisata Bali

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52352/jgi.v13i1.1505

Abstract

This research aims to map and present the variety of culinary tourism potential in Sayan Tourism Village, Ubud District, Bali Province. Data collection techniques in this research include observation, interviews and documentation. Then analyzed using a descriptive qualitative approach. Based on the research results, this mapping includes several important aspects, namely: Hamlet Names, Halal and Non-Halal Food Categories, Types of Food, Place Names, and Main Menu. Based on the research results, researchers identified 18 halal food menus and 5 non-halal food menus. Apart from that, this research also found that there are 7 types of food in Sayan Tourism Village, consisting of Traditional Balinese, Vegan, Fusion, Asian, Western, Japanese, and Asian Western Fusion. This research provides a comprehensive picture of the culinary variety available in Sayan Tourism Village, which includes not only traditional Balinese food but also various types of international food. This shows the great potential of Sayan Tourism Village as a culinary tourism destination that can attract various tourist segments, both local and international.
Co-Authors Arrey, Mbaze-Ebock Vivian Citra Dewi, Putu Putri Damayanti, Made Purnama I Gusti Ngurah Agung Suprastayasa I Ketut Surata I Nyoman Sedana, I Nyoman I Wayan Sukma Winarya Prabawa Irene Hanna H Sihombing Jayendra, Ida Bagus Gde Kusumayanti, Anak Agung Made Dwi Putri Lukia Zuraida Murjana, I Nyoman Ni Made Eka Mahadewi Nugraha, Harry Dwi Putra, I Komang Cahyendra Putra, I Nyoman Cahyendra Putri Widawati, Ida Ayu Sarapang, Vinny Corylitha Sastra, I Gde Leo Ukus, Flaura Widya Wandira, Ni Komang Ayu Wiratnaya, I Nyoman Witarsana, I Gusti Agung Gede