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All Journal Tulisan Ilmiah Pariwisata (TULIP) Journal of Applied Sciences in Travel and Hospitality
Lukia Zuraida
Politeknik Pariwisata Bali
Social Sciences

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PENGARUH KUALITAS PELAYANAN, KEPUASAN TAMU, DAMPAKNYA TERHADAP NIAT DATANG KEMBALI PADA INTERCONTINENTAL RESORT I Nyoman Sedana; Lukia Zuraida; I Putu Utama
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.
The Role of Tour Guides in Enhancing Revisit Intentions of Couple Tourists to Bali I Putu Koisuki Suriana; Lukia Zuraida; Ni Putu Evi Wijayanti
Journal of Applied Sciences in Travel and Hospitality Vol. 9 No. 1 (2026): JASTH: Journal of Applied Sciences in Travel and Hospitality
Publisher : Unit Publikasi Ilmiah, P3M, Politeknik Negeri Bali

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31940/jasth.v9i1.100-116

Abstract

This study examines the role of tour guides in enhancing the intention of couples to revisit Bali, using the framework of experiential marketing theory. The research aims to understand how human-touch elements provided by tour guides influence the travel experience and subsequent revisit intentions of couples visiting Bali. A descriptive, qualitative research design was employed, utilising a purposive sampling technique. Data were collected through in-depth, semi-structured interviews and observations with 16 couples of foreign tourists from diverse countries, including Europe, Asia, Australia, and the United States, aged 24-40 years, who had utilised tour guide services during their visit to Bali. Inductive thematic analysis was conducted using NVivo 12 software to analyse data based on the Experiential Marketing framework, encompassing five dimensions: Sense, Feel, Think, Act, and Relate. The findings reveal that tour guides play multidimensional roles as sensory interpreters, emotional architects, cultural translators, experiential facilitators, and social connectors. Four key functions emerged: facilitators overcoming language and cultural barriers, knowledge transfer agents providing deep destination insights, emotional support providers creating memorable experiences, and social catalysts enhancing security and connectedness. The analysis demonstrates that successful tour guides simultaneously address the sensory, emotional, cognitive, behavioural, and social needs of couple travellers, creating holistic experiences that significantly influence revisit intentions. Human-touch elements remain critical differentiators in tourism experiences, particularly for couples seeking personal and intimate travel encounters that cannot be replicated through digital alternatives. Practically, tourism stakeholders should strengthen tour guide training in emotional intelligence, storytelling, intercultural communication, and personalized service strategies.
Co-Authors I Nyoman Sedana I Putu Koisuki Suriana I Putu Utama Ni Putu Evi Wijayanti