Investigating Domestic Tourists’ Perception of Service Attributes in Indoor Tourist Destination

Authors

  • Anisa Zahwa Akbara Universitas Terbuka, Indonesia
  • Hubertina Karolina Ngarbingan Universitas Terbuka, Indonesia

DOI:

https://doi.org/10.37385/ijedr.v4i2.1980

Keywords:

Importance Performance Analysis, service quality attributes, domestic tourist, indoor tourist destination

Abstract

The tourism industry must be able to adapt to new services in the new normal era and work to regain the trust of tourists who have been subjected to unfavorable conditions since the Covid 19 pandemic. Tourism must be prepared to adapt to new services in the industry in the new normal era and work to regain the trust of tourists. This study aims to examine the importance-performance of service quality attributes and satisfaction of domestic tourists in indoor tourist destination using quantitative descriptive with the Importance Performance Analysis (IPA) technique. A total of 162 domestic tourists from Jakarta Aquarium and Safari were the sample in this study. Data was collected using questionnaire that consist of three attributes and includes 18 service items. The results of the analysis show that of the 18 service items tested, there are five service items that are considered important and show high satisfaction from tourists. Meanwhile, there are four items that are also considered important but show performance that makes tourists dissatisfied. This study demonstrates the relevance of tourist feedback in evaluating service characteristics at tourist destinations. This research provides a framework for developing effective marketing strategies for tourist destinations, especially indoor tourist destinations. When these services meet the needs and wants of tourists, they can generate positive reviews or promotions and act as advocates for these tourist destinations.

 

References

Akbara, A. Z., Chua, B.-L., Han, H., & Raposo, A. (2021). Investigating international students’ perception of foodservice attributes in Malaysian research universities. Sustainability (Switzerland), 13(15). https://doi.org/10.3390/su13158190

Athula Gnanapala, W. K. (2015). Tourists Perception and Satisfaction: Implications for Destination Management. In American Journal of Marketing Research (Vol. 1, Issue 1). http://www.aiscience.org/journal/ajmrhttp://creativecommons.org/licenses/by-nc/4.0/

Ayub Marcelino, J., Sukana, M., Putu Anom, I., Marcelino, J. A., & Sukana, M. (2022). Provision of Tourism Facilities During the Covid-19 Pandemic (Case Study in Bali Zoo, Singapadu Village, Gianyar Regency). 7, 99. https://doi.org/10.24018/ejbmr.2022.7.4.I1361

Echeverri, P., & Salomonson, N. (2017). Bi-directional and stratified demeanour in value forming service encounter interactions. Journal of Retailing and Consumer Services, 36, 93–102. https://doi.org/10.1016/j.jretconser.2017.01.007

El-Said, O. A., & Fathy, E. A. (2015). Assessing university students’ satisfaction with on-campus cafeteria services. Tourism Management Perspectives, 16, 318–324. https://doi.org/10.1016/j.tmp.2015.09.006

Frans Teguh, D., Plt Deputi Bidang Sumber Daya Dan Kelembagaan, M., & Ahli Menteri Bidang Pembangunan Berkelanjutan Dan Konservasi, S. (n.d.). THE FUTURE OF TOURISM AND HOSPITALITY BUSINESS MODEL IN THE NEW NORMAL?: OPPORTUNITY FOR RESILIENCE AND SUSTAINABLE TOURISM.

Illiyyina, I., Rahmi, F. A., Lesmana, R. H., & Kriswibowo, A. (2021). Analysis of Public Trust toward Cleanliness, Health, Safety, and Environmental Sustainability (CHSE) Certification Policy in Surabaya City. Journal of Local Government Issues, 4(2), 121–135. https://doi.org/10.22219/logos.v4i2.16742

Kaura, V., Prasad, C. S. D., & Sharma, S. (2015). Service quality, service convenience, price and fairness, customer loyalty, and the mediating role of customer satisfaction. International Journal of Bank Marketing, 33(4), 404–422. https://doi.org/10.1108/IJBM-04-2014-0048

Kristiana, Y., Patricia, L., & Tanjung, V. D. (n.d.). Peranan Produk dan Promosi Dalam Meningkatkan Minat Kunjungan ke Jakarta Aquarium & Safari. Journal of Event, Travel and Tour Management, 2(1), 38–45. https://doi.org/10.34013/jett.v2i1.701

Liang, X., & Zhang, S. (2009). Investigation of customer satisfaction in student food service: An example of student cafeteria in NHH. International Journal of Quality and Service Sciences, 1(1), 113–124. https://doi.org/10.1108/17566690910945903

Matzler, K., Bailom, F., Hinterhuber, H. H., Renzl, B., & Pichler, J. (2004). The asymmetric relationship between attribute-level performance and overall customer satisfaction: A reconsideration of the importance-performance analysis. Industrial Marketing Management, 33(4), 271–277. https://doi.org/10.1016/S0019-8501(03)00055-5

Mustelier-Puig, L. C., Anjum, A., & Ming, X. (2018). Interaction quality and satisfaction: An empirical study of international tourists when buying Shanghai tourist attraction services. Cogent Business and Management, 5(1), 1–20. https://doi.org/10.1080/23311975.2018.1470890

Ningtiyas, E. A., & Alvianna, S. (2021). Analisis Pengaruh Attraction, Accessibility, Amenity, Ancillary terhadap Minat Berkunjung Wisatawan melalui Loyalitas Wisatawan sebagai Variabel Mediasi. Media Wisata, 19(1), 83–96. https://doi.org/10.36276/mws.v19i1.69

Nurlaila, D., Laras, P., & Suparno, F. (2022). Analysis of Traveller Perceptions and Expectations on Staycation Activities in Cisaat SubangTourist Village West Java in the New Normal Period. In International Journal of Travel (Vol. 1).

Pai, C. H., Ko, K. M., & Santos, T. (2019). A study of the effect of service recovery on customer loyalty based on marketing word of mouth in tourism industry. Revista de Cercetare Si Interventie Sociala, 64, 74–84. https://doi.org/10.33788/rcis.64.6

Sri Ningtias, A., Waluya, B., & Khaerani, R. (2022). Pengaruh Tourism Product Attributes Terhadap Tourist Satisfaction Di Desa Wisata Kertayasa Kabupaten Pangandaran The Influence of Tourism Product Attributes

Downloads

Published

2023-01-31

How to Cite

Akbara, A. Z., & Ngarbingan, H. K. (2023). Investigating Domestic Tourists’ Perception of Service Attributes in Indoor Tourist Destination . International Journal of Economics Development Research (IJEDR), 4(1), 236–247. https://doi.org/10.37385/ijedr.v4i2.1980