Articles
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
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DOI: 10.32535/ijabim.v4i3.686
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
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DOI: 10.24843/MATRIK:JMBK.2022.v16.i02.p06
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.
STRATEGI MENINGKATKAN DAYA SAING UMKM KERAJINAN TANGAN “INDRA BAMBU TIGAWASAâ€
N P Khrisnia Suandari;
Ni Komang Karisma Dewi;
I Putu Gde Sukaatmadja;
Ni Nyoman Kerti Yasa
Jurnal Bakti Saraswati (JBS): Media Publikasi Penelitian dan Penerapan Ipteks Vol. 12 No. 1 (2023): Jurnal Bakti Saraswati
Publisher : Lembaga Penelitian dan Pengabdian Masyarakat (Institute for Research and Community Empowerment) Universitas Mahasaraswati Denpasar Bali
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Kajian ini bertujuan untuk mengidentifikasi kekuatan, kelemahan, peluang, dan ancaman serta strategi pengelolaan terbaik pada UMKM kerajinan tangan Indra Bambu Tigawasa. Pendekatan yang digunakan untuk menentukan posisi bisnis kerajinan tangan Indra Bambu Tigawasa ialah analisis SWOT yang hasilnya dirangkum dalam Tabel External Factors Analysis Summary (EFAS) dan Tabel Internal Factors Analysis Summary (IFAS). Hasil penelitian menunjukkan bahwa nilai bobot Tabel Internal Factors Analysis Summary (IFAS) sebesar 2,803 (posisi lemah) dan External Factors Analysis Summary (EFAS) 2,852 (posisi sedang). Pada matriks Internal External (IE) strategi yang harus dilakukan adalah pertahankan dan pelihara.
PENGARUH CITRA PERUSAHAAN TERHADAP WOM DAN LOYALITAS NASABAH (STUDI PADA NASABAH BANK BPD. BALI DI DENPASAR)
I Putu Danika Angga Putra;
Ni Nyoman Kerti Yasa;
I Putu Gde Sukaatmadja
Forum Manajemen Vol 13 No 2 (2015): Jurnal STIMI Vol. 13 No. 2 - 2015
Publisher : STIMI Handayani Denpasar
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DOI: 10.61938/fm.v13i2.108
The purpose of this study was to determine the influence of corporateimage on WOM dan customer loyality. The population in this study were allcustomer of Bank BPD Bali at Denpasar city. Sampling method used is purposivesampling, in order to obtain as many as 130 respondents. Analysis technique usedis Structural Equation Model (SEM). The results showed that the corporate imagehave a significant positive effect on WOM, dan corporate image have positive dansignificant effect on the intention to customer loyalty dan WOM have significant effecton customer loyalty. With this study, expected to be useful for the party leadership S2FE program Unud in enhancing the corporate image of the Bank BPD Bali, positiveWOM Bank BPD Bali, dan customer loyalty.
Peran Citra Destinasi Berkearifan Lokal Memediasi Atribut Destinasi dan Kualitas Layanan Terhadap Niat Berkunjung Kembali
Ni Putu Khrisnia Suandari;
Ni Nyoman Kerti Yasa;
I Putu Gde Sukaatmadja
Ekuitas: Jurnal Pendidikan Ekonomi Vol. 11 No. 2 (2023)
Publisher : Fakultas Ekonomi Universitas Pendidikan Ganesha
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DOI: 10.23887/ekuitas.v11i2.67810
The aim of this research is to explain the role of destination image with local wisdom in mediating the influence of destination attributes and service quality on intention to return to tourist villages in Buleleng Regency. The population of this research is domestic tourists who have visited tourist villages in Buleleng Regency. The sample size used was 115 domestic tourists using a purposive sampling method. The analysis technique used is Path Analysis using SEM-PLS. The research results show that destination attributes have a positive and significant effect on the image of a destination with local wisdom and intention to visit again. Service quality has a positive and significant effect on the image of a destination with local wisdom and intention to visit again. Likewise, the image of a destination with local wisdom has a positive and significant effect on intention to visit again. Furthermore, destination image with local wisdom is able to partially mediate the influence of destination attributes and service quality on intention to revisit.
Peran Citra Destinasi Berkearifan Lokal Memediasi Atribut Destinasi dan Kualitas Layanan Terhadap Niat Berkunjung Kembali
Suandari, Ni Putu Khrisnia;
Yasa, Ni Nyoman Kerti;
Sukaatmadja, I Putu Gde
Ekuitas: Jurnal Pendidikan Ekonomi Vol. 11 No. 2 (2023)
Publisher : Fakultas Ekonomi Universitas Pendidikan Ganesha
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DOI: 10.23887/ekuitas.v11i2.67810
The aim of this research is to explain the role of destination image with local wisdom in mediating the influence of destination attributes and service quality on intention to return to tourist villages in Buleleng Regency. The population of this research is domestic tourists who have visited tourist villages in Buleleng Regency. The sample size used was 115 domestic tourists using a purposive sampling method. The analysis technique used is Path Analysis using SEM-PLS. The research results show that destination attributes have a positive and significant effect on the image of a destination with local wisdom and intention to visit again. Service quality has a positive and significant effect on the image of a destination with local wisdom and intention to visit again. Likewise, the image of a destination with local wisdom has a positive and significant effect on intention to visit again. Furthermore, destination image with local wisdom is able to partially mediate the influence of destination attributes and service quality on intention to revisit.
THE ROLE OF USER SATISFACTION IN MEDIATING THE EFFECT OF PERCEIVED EASE OF USE AND PERCEIVED USEFULNESS ON REUSE INTENTION (STUDY OF TIKET.COM USERS IN DENPASAR CITY)
Paramananda, Komang Agus Sathya;
Sukaatmadja, I Putu Gde
International Journal of Social Service and Research Vol. 4 No. 7 (2024): International Journal of Social Service and Research
Publisher : Ridwan Institute
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DOI: 10.46799/ijssr.v4i7.858
The purpose of this study is to determine the influence of perception of ease of use and perception of benefits on reuse intention through user satisfaction and determine the role of user satisfaction in mediating the relationship between perceived ease and perceived usefulness and reuse intention. The research was conducted in the city of Denpasar, aimed at e-commerce users Tiket.co. The results of the t-test show that perceived ease of usage has a positive and significant effect on the reuse intention and user satisfaction of the platform users. In addition, user satisfaction is able to mediate this relationship, and is a mediator in this process.
THE INFLUENCE OF SATISFACTION AND E-WOM ON REUSE INTENTIONS MEDIATED BY BRAND TRUST: (Study of Ruangguru Tutoring Students in Denpasar City)
Siwi Manganti;
Ni Wayan Sri Suprapti;
I Gst. A. Kt. Gd. Suasana;
I Putu Gde Sukaatmadja
INTERNATIONAL JOURNAL OF ECONOMIC LITERATURE Vol. 2 No. 12 (2024): December
Publisher : Adisam Publisher
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Indonesia is a country that has challenges in improving the quality of education, therefore there is a need for initiatives from the private sector to improve the quality of education. Ruangguru is present as an online and offline tutoring service, aiming to improve education in Indonesia so that it is better than before. This research aims to examine the influence of student satisfaction and the positive influence of electronic word of mouth (E-WOM) on students' reuse intention. Ruangguru tutoring, by considering the role of brand trust in the city of Denpasar. The population in this research are all Ruangguru students located in Denpasar City with a sample of 160 respondents through non-probability sampling. Data were collected using a questionnaire in the form of a Google form, data were processed using SEM-PLS using SmartPLS Version 3 software. The results of the analysis showed that satisfaction had a positive and significant effect on reuse intention and brand trust, E-WOM had a positive and significant effect on reuse intention and brand trust, and brand trust is able to mediate the effect of satisfaction and E-WOM on reuse intention.
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
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Download Original
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Original Source
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Check in Google Scholar
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DOI: 10.32535/ijabim.v4i3.686
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.
The Role of Brand Image in Mediating the Influence of E-Wom and Product Quality on Repurchase Intention: Study on the Memories Coffee Shop in Denpasar City
Prema Atma Jaya;
I Putu Gde Sukaatmadja
International Journal of Management Research and Economics Vol. 3 No. 1 (2025): February : International Journal of Management Research and Economics
Publisher : Institut Teknologi dan Bisnis (ITB) Semarang
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DOI: 10.54066/ijmre-itb.v3i1.2730
This study aims to test and explain the role of brand image in mediating the influence of electronic word of mouth and product quality on repurchase intention of Kedai Kopi Kenangan in Denpasar City. The population used includes the people of Denpasar City who have purchased Kedai Kopi Kenangan products and the number of samples is 120 respondents using purposive sampling techniques distributed using questionnaires and analyzed using the SPSS application tool version 26.0. The results of this study indicate that electronic word of mouth has a significant positive effect on repurchase intention. Product quality has a significant positive effect on repurchase intention. Electronic word of mouth has a significant positive effect on brand image. Product quality has a significant positive effect on brand image. Brand image has a significant positive effect on repurchase intention. Electronic word of mouth has a significant positive effect on repurchase intention with brand image mediation. Product quality has a significant positive effect on repurchase intention with brand image mediation. The theoretical implications of this study provide evidence for the development of consumer behavior science and marketing management science. The practical implications of this study can be used as consideration and input for marketers at Kedai Kopi Kenangan in Denpasar City in increasing repurchase intention.