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Customer Satisfaction and Behavioral Intentions in Tourism: A Literature Review Wayan Ardani; Ketut Rahyuda; I Gusti Ayu Ketut Giantari; I Putu Gde Sukaatmadja
International Journal of Applied Business and International Management Vol 4, No 3 (2019): December 2019
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (291.674 KB) | DOI: 10.32535/ijabim.v4i3.686

Abstract

Purpose: The relationship between customer satisfaction and behavioral intentions in tourism has drawn significant attention for both practitioners and academicians as it is the key factor in winning market share in the tourism industry. The aim of this paper is to present a systematic research of the literature on the topic of customer satisfaction and behavioral intentions in tourism, highlighting the role of both the antecedents and the consequences of satisfaction that have been included in previous research. Methodology: The systematic literature review (SLR) of articles that have been published related to customer satisfaction and behavioral intention in tourism from various journals from 1990 up to 2018. Findings: The result of this study revealed that service quality is the most important antecedents of satisfaction in tourism. Meanwhile, the consequences are mainly characterized by loyalty. Nevertheless, the relationship between customer satisfaction and loyalty does not seem always so linear, as there are customers who revisit to the tourist destination, while others prefer to visit to new destinations despite, they were satisfied Practical implications: It is expected that this study will provide a better understanding of satisfaction towards a tourist destination, so marketing strategy can be composed and implemented in order to increase tourist satisfaction. This article can be as reference for future studies on satisfaction and customer behavioral intentions in tourism.
Social Capital and Innovation as Competitive Advantage of Creative Industry in Boosting Market Share Pande Ketut Ribek; Ni Wayan Sri Suprapti; I. Gusti Ayu Ketut Giantari; I Putu Gde Sukaatmadja
Matrik : Jurnal Manajemen, Strategi Bisnis, dan Kewirausahaan Volume 16 Nomor 2 Tahun 2022
Publisher : Faculty of Economics and Business Udayana University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24843/MATRIK:JMBK.2022.v16.i02.p06

Abstract

This study aims to determine social capital and innovation in increasing competitive advantage to achieve marketing performance in the traditional sculpture industry in Indonesia. The quantitative method with the population in this study is a sculpture entrepreneur in Gianyar and a sample of 130 entrepreneurs. The analysis technique uses SEM-PLS 3.0. The results of the study show that social capital and continuous innovation have a positive and significant effect on competitive advantage, social capital has a non-significant positive effect on marketing performance, innovation has an insignificant positive effect on marketing performance, competitive advantage has a significant positive effect on marketing performance, competitive advantage fully mediates social capital.
PERAN BRAND IMAGE MEMEDIASI PENGARUH GREEN MARKETING TERHADAP KEPUTUSAN PEMBELIAN SENSATIA BOTANICALS DI DENPASAR Ni Made Sinta Erisma Dewi; i Gusti Ayu Ketut Giantari
JUIMA : JURNAL ILMU MANAJEMEN Vol. 12 No. 2 (2022): JUIMA : JURNAL ILMU MANAJEMEN
Publisher : Program Studi Manajemen Fakultas Ekonomi dan Bisnis Universitas Mahasaraswati Denpasar

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Abstract

Public concerns about environmental problems encourage changes in consumer behavior. People are becoming more selective in choosing the products to be consumed in order to minimize the negative effects on the environment. Including in choosing skincare with environmentally friendly ingredients. This studied aim to explain the roles of branding images mediating an influences of the green markering in the purchasing descision on Sensatia Botanicals at Denpasar City. The research was conducting using 100 respondents taken using purposive sampling. Data analyse technique uses Path Analyze which is an equipped with a Sobel Test to test on role of mediation. The results showed that 1) Green marketing had a positive and significant influence on the purchasing decision of Sensatia Botanicals in Denpasar City, 2) Green marketing has a positif and significants impact on brand images at Denpasar City, 3) Brand image had a positive and significant impact on decisions. purchase of Sensatia Botanicals at Denpasar City, 4) Brand Images is positively and significantly able to mediate an effect of green marketing on the purchassing decision of Sensatia Botanicals in Denpasar City. The implications of Sensatia Botanicals' research results are expected to be able to consistently maintain a green marketing and maintain brand image to increase sales.
ANALISIS KEPUASAN KONSUMEN BERBASIS IMPORTANCE PERFORMANCE ANALYSIS (IPA) PADA GERAI RITEL ALFAMART DI KOTA DENPASAR Ni Made Dwi Ratna Cahyanti; Desak Made Ramya Pranihita Sukma; Komang Prasetya Wahyu Nugraha; I Gusti Ayu Ketut Giantari
JUIMA : JURNAL ILMU MANAJEMEN Vol. 13 No. 1 (2023): JUIMA : JURNAL ILMU MANAJEMEN
Publisher : Program Studi Manajemen Fakultas Ekonomi dan Bisnis Universitas Mahasaraswati Denpasar

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Abstract

the purpose of this study is to find out how big the gap is from the level of consumer interest and service performance of Alfamart in Denpasar City. This research uses descriptive research with a quantitative approach. The sampling method that will be used in this study is non- probability with purposive sampling technique. The number of respondents who filled out the survey was 104 individuals who met the sample criteria to be used. The data analysis technique used is the Importance Performance Analysis (IPA) method which shows the relationship between the level of importance and the level of performance. The correlation of each item to the total score of each statement for variables/attributes Tangible, Responsiveness, Reliability, Assurance, Empathy, all yields an r-table above 0.361 with a significance value of 0.06 (6 persen). Thus, the entire statement of research variable items is valid and reliable. This means that overall all indicators that are considered important are in accordance with customer expectations so that there is no need to prioritize a particular indicator. Suggestions that can be given to Alfamart retail outlets in Denpasar City Alfamart retail outlets in Denpasar City must maintain the attributes that are located in Quadrant II so that consumers still feel satisfied
Studi Kepuasan Konsumen Berbasis Importance Performance Analysis pada E-Commerce Shopee Ni Nyoman Santi Irayani Putri; Ni Nyoman Triana Prima Dewi; I Wayan Dode Sudiartana; I Gusti Ayu Ketut Giantari
Forum Manajemen Vol 21 No 2 (2023): Jurnal Forum Manajemen
Publisher : STIMI Handayani Denpasar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61938/fm.v21i2.523

Abstract

Shopee is a mobile application-based online buying and selling e-commerce that is developing in Indonesia as the first consumer-to-consumer (C2C) marketplace. This study aims to find out how much Shopee's service quality is to determine customer satisfaction. This study uses a quantitative descriptive research, by measuring the level of conformity between customer expectations and company performance. The population in this study are Shopee application users throughout Indonesia. The sample in this study were Shopee application users who had purchased a product at least once within three months. The sampling method used purposive sampling method. The number of respondents who filled out the survey was 86 respondents. Data analysis techniques use the Importance Performance Analysis (IPA) method in which this method shows the relationship between the level of importance and performance. The level of importance and performance is measured based on the average value given by each respondent on each indicator. The correlation of each item to the total score of each statement for the variables/attributes of Efficiency, Fulfillment, System Availability, Privacy, Responsiveness, Compensation, Contact. All of them produce rtables above 0.361 with a significance value of 0.060 (6%). Thus, the entire statement of research variable items is valid and reliable. This means that overall all the indicators that are considered important are in accordance with consumer expectations so that there is no need to prioritize a particular indicator.
PERAN RESPON EMOSI DALAM MEMEDIASI PENGARUH KETIDAKPUASAN KONSUMEN TERHADAP PERPINDAHAN MEREK Kadek Aria Satriawan; I Gusti Ayu Ketut Giantari
Forum Manajemen Vol 15 No 2 (2017): Jurnal STIMI Vol. 15 No. 2 - 2017
Publisher : STIMI Handayani Denpasar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61938/fm.v15i2.166

Abstract

Purpose of this research is to explain the emotional response’s role in mediating the correlation between consumer dissatisfaction with brand switching to Teh Botol Sosro’s consumers to be Teh Pucuk Harum. This research was performed to consumers in Denpasar City by using questionnaire that was taken directly. Sample size used is 130 respondents with purposive sampling method. Data analysis technique used are path and sobel test. Research result shows that consumer dissatisfaction and emotional responses has significant and positive influence to the brand switching. The practice implication obtained from this research is that the Producer of Teh Botol Sosro should lessen the taste of jasmine aroma and add some sweet taste so it will implicate to the consumer’s satisfaction.
Perilaku Belanja Impulsif Secara Online Ni Luh Putu Erma Mertaningrum; I Gusti Ayu Ketut Giantari; Ni Wayan Ekawati; Putu Yudi Setiawan
Jurnal Ilmu Sosial dan Humaniora Vol 12 No 3 (2023)
Publisher : Universitas Pendidikan Ganesha

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23887/jish.v12i3.70463

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Penelitian ini bertujuan untuk melakukan identifikasi studi-studi terdahulu atau literatur tentang perilaku belanja impulsif yang dilakukan secara online. Penelitian ini menggunakan metode kualitatif melalui narrative literature review. Adapun literatur yang digunakan berbasis data Scopus dengan rentang waktu terbit pada tahun 2019 hingga 2023. Pengumpulan data dilakukan dengan menyaring judul dan abstrak, dan selanjutnya di analisis sesuai dengan tema penelitian. Hasil peneliian menunjukkan bahwa terdapat literatur yang dianalisis dari tahun 2019 hingga 2023 berfokus pada perilaku impulsif yang dilakukan secara online, dimana nilai-nilai intrinsik individu seperti nilai utilitarian dan nilai hedonis dapat merangsang pembelian secara online. Dari kedua nilai tersebut nilai hedonis memberikan dorongan lebih besar terhadap pembelian impulsif. Hasil penelitian ini diharapkan mampu memberikan pemahaman terkait motivasi konsumen dalam melakukan pembelian secara impulsif, sehingga dapat dijadikan acuan dalam mengembangkan strategi pemasaran yang lebih efektif untuk meningkatkan perilaku belanja impulsif konsumen. Penelitian ini melakukan analisis pada artikel-artikel yang membahas pembelian impulsif online pada e-commerce, s-commerce, dan toko online secara umum. Penelitian ini juga menganalisis artikel-artikel yang menguji pengaruh faktor pembentuk perilaku belanja impulsif baik secara internal, eksternal, maupun artikel yang meneliti kedua sekaligus.  Selain itu pada penelitian ini juga membahas pengimplementasian ajaran Tri Kaya Parisudha dalam mendorong perilaku belanja impulsif.
Green Loyalty – Empirical Experience from a Systematic Literature Review I Made Surya Prayoga; I Gusti Ayu Ketut Giantari; Putu Yudi Setiawan; I Gusti Ngurah Jaya Agung Widagda K
Jurnal Ilmu Sosial dan Humaniora Vol 13 No 1 (2024)
Publisher : Universitas Pendidikan Ganesha

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23887/jish.v13i1.74845

Abstract

Our research aims to analyze the factors determining green loyalty based on a systematic literature review (SLR) according to the Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRISMA) statement. We asked three research questions: The main factors that determine green loyalty, The most widely used theories in building empirical research models on green loyalty, and how often do traditional elements, such as values, image, knowledge, satisfaction, trust, practice, and quality perceived, emerges in empirical research on eco-loyalty. The SLR search of the three databases yielded 571 publications. The snowballing method produced 78 records. After removing duplicates, 330 records were obtained, and in the final stage, only 19 articles were used in the systematic literature review. Based on the analysis results, seven main factors influence green loyalty. The Social Exchange Theory is the grand theory most widely used in building research models. The implications of this research will explain how green loyalty is currently a very urgent and important topic to research, as well as make it easier for researchers to see gaps as opportunities in building research models, especially those related to green loyalty.  
Formulation of Business Strategy And It’s Implications On Marketing Strategy At Dynasty Resort Post Pandemic Srianggareni, Ni Made; Kartika, Yulia Elsa; Sunu, Gede Gangga Wiweka; Paramananda, Komang Agus Sathya; Giantari, I Gusti Ayu Ketut; Widagda, I Gusti Ngurah Jaya Agung
Journal Of Management Analytical and Solution (JoMAS) Vol. 3 No. 3 (2023): Journal Of Management Analytical and Solution
Publisher : TALENTA Publisher, Universitas Sumatera Utara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32734/jomas.v3i3.12601

Abstract

Tourism activities in the hospitality sector are paralyzed by the Covid-19 pandemic. This phenomenon resulted in a decrease in profits that impacted Menjangan Dynasty Resort. So, a marketing strategy is needed to increase profits sustainably. This research was conducted to identify internal and external variables, determine business position with IFAS-EFAS matrix and marketing strategy implications. Data were collected through interviews with eight managers and direct observation of the object of research. The data analysis technique used SWOT analysis and IFAS-EFAS matrix. The results of this study show that internal variables are identified based on strengths and weaknesses, and external variables based on opportunities and threats that largely affect the sustainability of the company. The current business position in quadrant V (Hold & Maintain) and the future in quadrant II (Grow & Build) are both at a moderate level. The implication on marketing strategy leads to the activation of relationship marketing.
Customer Satisfaction and Behavioral Intentions in Tourism: A Literature Review Wayan Ardani; Ketut Rahyuda; I Gusti Ayu Ketut Giantari; I Putu Gde Sukaatmadja
International Journal of Applied Business and International Management Vol 4, No 3 (2019): December 2019
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijabim.v4i3.686

Abstract

Purpose: The relationship between customer satisfaction and behavioral intentions in tourism has drawn significant attention for both practitioners and academicians as it is the key factor in winning market share in the tourism industry. The aim of this paper is to present a systematic research of the literature on the topic of customer satisfaction and behavioral intentions in tourism, highlighting the role of both the antecedents and the consequences of satisfaction that have been included in previous research. Methodology: The systematic literature review (SLR) of articles that have been published related to customer satisfaction and behavioral intention in tourism from various journals from 1990 up to 2018. Findings: The result of this study revealed that service quality is the most important antecedents of satisfaction in tourism. Meanwhile, the consequences are mainly characterized by loyalty. Nevertheless, the relationship between customer satisfaction and loyalty does not seem always so linear, as there are customers who revisit to the tourist destination, while others prefer to visit to new destinations despite, they were satisfied Practical implications: It is expected that this study will provide a better understanding of satisfaction towards a tourist destination, so marketing strategy can be composed and implemented in order to increase tourist satisfaction. This article can be as reference for future studies on satisfaction and customer behavioral intentions in tourism.
Co-Authors A.A.S. Kartika Dewi Ade Ruly Sumartini Adnyani, I G. A. Dewi Albertino Persadanta Ginting Almez Krisopras Angga Cahya Qurananda Ariasih, Ni Made Putri Ayu Stia Rini Ayudhia, Ni Putu Amrita Devi Azyyati Umi Hariyanti Chrisna Riane Opod Christa, Usup Riassy cynthia saisaria mandasari Daniel Pereira Desak Ketut Sintaasih Desak Made Putriasih Desak Made Ramya Pranihita Sukma Desak Made Ramya Pranihita Sukma Dewa Nyoman Wiesdya Danabrata Parsana Dharmanatha, I Gede Bagus Dwijaya Embara, Cecilia Triana Dewi Lestari Erri Nugraha Deri G B Suryakusuma Ksatriadiningrat Gunananda Gede Andika Krisna Gede Bayu Rahanatha Gede Gangga Wiweka Sunu Gusti Ayu Winda Ryantari H. Rahyuda Henny Rahyuda I Dewa Gde Agung Ekaprana I Gede Adi Sucitha I Gede Gilang Permana I Gst. Ngurah Jaya Agung Widagda K. I Gusti Ayu Astarina I Gusti Ayu Tirtayani I Gusti Ngurah Jaya Agung Widagda I Kadek Dwi Prasmana I Ketut Rahyuda I Ketut Sujana I Made Bagas Adi Suputra I Made Dana I Made Dwi Putra Arimbawa I Made Dwiki Agustama I Made Jatra I Made Nugraha Santosa I Made Satya Mardhiastina Putra I Made Surya Prayoga I Made Wardana I Nyoman Nurcaya I Nyoman Nurcaya I Putu Agus Purnama Adi Putra I Putu Gde Sukaatmadja I Putu Hari Budi Utama I Putu Hari Budi Utama I Putu Hari Budi Utama I Putu Satya Wijaya I Wayan Dode Sudiartana I Wayan Pandit Praschita I Wayan Pide Aditra Salinas I Wayan Santika I.B.K. Surya Ida Ayu Chandra Surya Novita Devi Ida Bagus Sudiksa Ida Bgs Hendra Prawira Kusuma Jasmine Maharani Novriari Kadek Agus Yoga Andreana Kadek Aria Satriawan Kadek Trisna Dewi Kartika, Yulia Elsa Komang Agus Satria Pramudana Komang Prasetya Wahyu Nugraha Krismawintari, N.P.D. Made Amilia Laksmi Putri Made Dani Suryadewi Made Dwi Utari Made Kembar Sri Budhi Made Pradnyan Permana Usadi Made Wara Sastra Maharani, Putu Kintan Mahayanti Fitriandari Marini, Ni Putu Lidya Mario Barreto Muhammad Nasihin N.N.K. Yasa N.W Ekawati Ni Ketut Seminari Ni Luh Ade Purnami Swari Ni Luh Ayu Yuliantari Ni Luh Diah Ayu Wardani Ni Luh Diah Ayu Wardani Ni Luh Dona Astriyanti Ni Luh Gede Kintan Pratiwi Ni Luh Indiani Ni Luh Putu Erma Mertaningrum Ni Luh Widya Uttari Ni Made Asti Aksari Ni Made Dwi Ratna Cahyanti Ni Made Sinta Erisma Dewi Ni Made Sri Rastini . Ni Made Vera Pramesti Ni Made Wahyuni Ni Made Wulandari Kusumadewi Ni Nyoman Kerti Yasa Ni Nyoman Santi Irayani Putri Ni Nyoman Suaryani Linda Novita Ni Nyoman Triana Prima Dewi Ni Putu Amrita Devi Ayudhia Ni Putu Anggun Udayani Ni Putu Ayu Aditya Wedayanti Ni Putu Dessy Ari Apriliani Ni Putu Dila Pradnyani Ni Putu Eka Aprilisya Ni Putu Siska Deviana D Ni Wayan Ekawati Ni Wayan Ekawati Ni Wayan Sri Suprapti Nyoman Cendana Putra Nyoman Gede Aditya Jay Medhika Pande Ketut Ribek Pande Maha Kharisma Paramananda, Komang Agus Sathya Putra, I Putu Ogi Sayoga Putri, Made Dwika Cahya Putu Aryanti Putri Kencana Putu Dian Sintya Dewi Putu Kintan Maharani Putu Mertayasa Putu Ratih Argita Dewi Putu Yudi Setiawan Qolbina Ulfah Rahmayanti, Putu Laksmita Dewi Srianggareni, Ni Made Sucitha, I Gede Adi Tjok Gde Raka Sukawati Udayani, Ni Putu Anggun Viona Fenella Wayan Ardani Widagda, I Gusti Ngurah Jaya Agung Widiantari, Dewa Ayu Made Dwi Hendri