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All Journal Warmadewa Management and Business Journal (WMBJ) Jurnal Kepariwisataan Jurnal Bisnis Hospitaliti
I Putu Utama
Sekolah Tinggi Pariwisata Nusa Dua Bali
Arts Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Social Sciences Other

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 1 
PERAN KUALITAS RELASIONAL SEBAGAI ANTESEDEN NIAT PEMBELIAN KEMBALI WISMAN PADA MAKANAN TRADISIONAL BALI I Putu Utama; I Nyoman Rinala
JURNAL BISNIS HOSPITALITI Vol 6 No 1 (2017): Jurnal Bisnis Hospitaliti
Publisher : Pusat Penelitian & Pengabdian kepada Masyarakat, Politeknik Pariwisata Bali

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52352/jbh.v6i1.104

Abstract

This research is motivated by business issues that show menus in star hotels in Bali are generally dominated by foreign food, while Balinese traditional food is only 5% of menu composition. One strategy to increase the popularity of Balinese traditional food can be done by increasing the loyalty of foreign tourists based on the repurchase intention. This study aims to increase the repurchase intention offoreign tourists on Balinese traditional food in star hotels using theory of relationship marketing, theory of reasoned action and theory of expectationsdisconfirmation. Based on the concept of relationship marketing can be identified two variables of relationship quality, namely satisfaction and trust that can be antecedent of repurchase intention. In the research model it is stated that trust can act as an intervening variable on the association of satisfaction and repurchase intention. The purposive sampling method was conducted on 100 foreign tourists who bought Balinese traditional food at four star hotel in Bali in 2017, and data were analyzed by SEM. The results showed satisfaction does not significantly affect the repurchase intention, but satisfaction has a significant effect on trust and trust significantly affect the repurchase intention. Thus, the trust of foreign tourists plays an important role in determining the repurchase intention on Balinese traditional food in star hotels. The results of this study have implications for studies related to relationship marketing and the practical implications for the restaurant business-of star hotel.
PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN DAN LOYALITAS PELANGGAN RESTORAN CEPAT SAJI I Putu Utama; I Gusti Ngurah Agung Suprastayasa; I Nyoman Wiratnaya
JURNAL KEPARIWISATAAN Vol 10 No 2 (2011): Jurnal Kepariwisataan
Publisher : Pusat penelitian dan Pengabdian Kepada Masyarakat Politeknik Pariwisata Bali

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52352/jpar.v10i2.261

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 I Putu Utama
JURNAL KEPARIWISATAAN Vol 10 No 1 (2011): Jurnal Kepariwisataan
Publisher : Pusat penelitian dan Pengabdian Kepada Masyarakat Politeknik Pariwisata Bali

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52352/jpar.v10i1.281

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 %).
Pengujian Variabel Anteseden Loyalitas Destinasi Wisatawan Mancanegara Di Bali I Putu Utama
Warmadewa Management and Business Journal (WMBJ) Vol. 1 No. 1 (2019): Avaiable Online
Publisher : Fakultas Ekonomi Universitas Warmadewa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22225/wmbj.1.1.2019.33-44

Abstract

The aims of this study is to identify antecedent variables in the formation of tourist destination loyalty. The purposive sampling method was carried out on 180 foreign tourists in Bali in 2018, and data were analyzed by SEM. This study consisted of two exogenous variables and three endogenous variables, processed using Structure Equation Modeling (SEM) analysis techniques. Primary data collection is done by a valid and reliable questionnaire. The results of the analysis show that tourist trust is the most important antecedent in forming destination loyalty that plays a mediating role in the relationship of destination image, strategic impact of destination, and satisfaction with destination loyalty. In addition, it is also known that the destination image and strategic impact of the destination have a significant effect on satisfaction and trust. On the relationship of relational quality with destination loyalty it is known that satisfaction has no significant effect on destination loyalty. Trust in addition to having a significant effect on destination loyalty also plays a mediating role in the relationship of satisfaction and destination loyalty. The managerial implication of this finding is that tourist destination managers must maintain tourist trust in order to increase destination loyalty. Tujuan penelitian ini adalah mengidentifikasi variabel-variabel anteseden dalam pembentukan loyalitas destinasi wisata. Metode purposive sampling dilakukan pada 180 wisatawan mancanegara di Bali pada Tahun 2018, serta data dianalisis dengan SEM. Penelitian ini terdiri atas dua variabel eksogen dan tiga variabel endogen, diolah dengan menggunakan teknik analisis Structure Equation Modeling (SEM). Pengumpulan data primer dilakukan dengan kuesioner yang valid dan reliabel. Hasil analisis menunjukkan bahwa kepercayaan wisatawan merupakan anteseden terpenting dalam pembentukan loyalitas destinasi yang memainkan peran mediasi pada hubungan citra destinasi, dampak strategis destinasi, dan kepuasan dengan loyalitas destinasi. Selain itu juga diketahui citra destinasi dan dampak strategis destinasi berpengaruh signifikan terhadap kepuasan dan kepercayaan. Pada hubungan kualitas relasional dengan loyalitas destinasi diketahui kepuasan berpengaruh tidak signifikan terhadap loyalitas destinasi. Kepercayaan selain berpengaruh signifikan terhadap loyalitas destinasi juga memainkan peran mediasi pada hubungan kepuasan dan loyalitas destinasi. Implikasi manajerial atas temuan ini adalah para pengelola destinasi wisata harus mempertahankan kepercayaan wisatawan agar dapat meningkatkan loyalitas destinasi.
Co-Authors I Gusti Ngurah Agung Suprastayasa I Nyoman Rinala Wiratnaya, I Nyoman