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All Journal SEGMEN Jurnal Manajemen dan Bisnis
Deisnasari, Anti
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Economics, Econometrics & Finance

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CUSTOMER EXPERIENCE MANAGEMENT IN LARGE-SCALE EVENTS: UNDERSTANDING THE DETERMINANTS OF INTENTION AT JAKARTA FAIR Widiyanti, Shandra; Ardi, Rudi Prasetyo; Deisnasari, Anti
SEGMEN: Jurnal Manajemen dan Bisnis Vol 22, No 1 (2026): SEGMEN Jurnal Manajemen dan Bisnis
Publisher : FE Program Studi Manajemen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37729/sjmb.v22i1.9250

Abstract

This study investigates how visitor experiences with physical facilities and promotional voucher systems influence their intention to revisit Jakarta Fair, Indonesia's largest annual trade and entertainment event. Through a quantitative survey of 300 visitors conducted between May and June 2024, we examine the relative importance of tangible facility experiences versus promotional incentives in shaping visitor loyalty. Our regression analysis reveals that both independent variables significantly predict revisit intention, accounting for 68.7% of variance. Notably, facility experience demonstrates stronger predictive power with a standardized coefficient of 0.452 compared to promotional vouchers at 0.387. These findings suggest a shift in visitor priorities from price-focused to experience-centered decision making. The research contributes to event management literature by proposing an integrated facility-promotion synergy model applicable to large-scale events in emerging markets
Co-Authors Ardi, Rudi Prasetyo Widiyanti, Shandra