Contact Us

INSTITUT PARIWISATA DAN BISNIS INTERNASIONAL.
Jalan Kecak, No. 12, Gatot Subroto Timur - Bali
Phone: +62 361 - 426699
Fax: +62 361 - 426700
Journal Manager Whatsapp: +62 852 2767 9500
Email: [email protected]

* Sorry for not offering email form due to massive spam issue

Tourism 5A, Tourism Satisfaction, and Electronic Word of Mouth in a Small Island Destination

Randy Descarten

Abstract


Electronic Word of Mouth (EWOM) has gained popularity in academia due to its expansion in online communications, such as Websites, social media, and Blogs for travel and recreation purposes. These online activities in tourism can create an advantage for tourist destinations, especially for businesses and tourism service providers. Therefore, there is an urgent need to look into variables that could affect positive conduct on Electronic Word of Mouth among tourists. The primary purpose of this study is to determine the relationship between Tourism 5A's, Tourism Satisfaction, and conduct Electronic Word of Mouth among domestic tourists in Siargao Island, Philippines. The respondents of this study are domestic tourists. Instrumentation was utilizing a 5 Point-Likert Scale. This study utilizing SmartPLS-SEM, results revealed that among the Tourism 5A's, only the Amenities and Activities have a significant relationship to Tourist Satisfaction and could affect by 84.8 percent. On the other hand, Tourist Satisfaction affects EWOM by 65.7 percent.


Keywords


Tourism 5As, Tourist Satisfaction, EWOM, Smart-PLS-SEM.

Full Text:

PDF

References


Akanmu, M. D., Hassan, M. G., & Bahaudin, A. Y. Bin. (2020). A preliminary analysis modeling of the relationship between quality management practices and sustainable performance. Quality Management Journal, 27(1). https://doi.org/10.1080/10686967.2019.1689800.

Amin, I., Yousaf, A., Walia, S., & Bashir, M. (2021). What Shapes E-Learning Effectiveness among Tourism Education Students? An Empirical Assessment during COVID19. Journal of Hospitality, Leisure, Sport and Tourism Education, xxxx, 100337. https://doi.org/10.1016/j.jhlste.2021.100337.

Chen, C.-H. S., Nguyen, B., Klaus, P., & Wu, M.-S. S. (2015). Exploring Electronic Word-of-Mouth (eWOM) in The Consumer Purchase Decision-Making Process: The Case of Online Holidays – Evidence from United Kingdom (UK) Consumers. Journal of Travel & Tourism Marketing, 32(8), 1–18. https://doi.org/10.1080/10548408.2014.956165.

Cuomo, M. T., Tortora, D., Foroudi, P., Giordano, A., Festa, G., & Metallo, G. (2021). Digital transformation and tourist experience co-design: Big social data for planning cultural tourism. Technological Forecasting and Social Change, 162, 120345. https://doi.org/10.1016/j.techfore.2020.120345.

Dwivedi, Y. K., Ismagilova, E., Hughes, D. L., Carlson, J., Filieri, R., Jacobson, J., Jain, V., Karjaluoto, H., Kefi, H., Krishen, A. S., Kumar, V., Rahman, M. M., Raman, R., Rauschnabel, P. A., Rowley, J., Salo, J., Tran, G. A., & Wang, Y. (2021). Setting the future of digital and social media marketing research: Perspectives and research propositions. International Journal of Information Management, 59, 102168. https://doi.org/10.1016/j.ijinfomgt.2020.102168.

Fuentes-Blasco, M., Moliner-Velázquez, B., Servera-Francés, D., & Gil-Saura, I. (2017). Role of marketing and technological innovation on store equity, satisfaction and word-of-mouth in retailing. Journal of Product & Brand Management. https://doi.org/10.1108/JPBM-07-2016-1279/full/html.

Gnanapala, W. A. (2015). Tourists’ perception and satisfaction: Implications for destination management. American Journal of Marketing Research, 1(1), 7–19. https://www.researchgate.net/publication/311706092_Tourists_Perception_and_Satisfaction_Implications_for_Destination_Management.

González-Mansilla, Ó., Berenguer-Contrí, G., & Serra-Cantallops, A. (2019). The impact of value co-creation on hotel brand equity and customer satisfaction. Tourism Management, 75, 51–65. https://doi.org/10.1016/j.tourman.2019.04.024.

Heung, V. C., & Cheng, E. (2000). Assessing tourists’ satisfaction with shopping in the Hong Kong special administrative region of China. Journal of Travel Research, 38(4), 396–404. https://doi.org/10.1177/004728750003800408.

Jalilifar, A., & Moradi, Y. (2019). Tourism Discourse Revisited: an Analysis of Evaluative Strategies in Tourist Brochures From a Systemic Functional Linguistics Perspective. Journal of English Studies, 17, 211–232. https://doi.org/10.18172/jes.3595.

Kanoksilapatham, B., & Suranakkharin, T. (2018). Celebrating Local, Going Global : Use of Northern Thainess-Based English Lessons. The Journal of AsiaTEFL, 15(2), 292–309. https://doi.org/10.18823/asiatefl.2018.15.2.3.292.

Lee, H. M., Chen, T., Chen, Y. S., Lo, W. Y., & Hsu, Y. H. (2020). The effects of consumer ethnocentrism and consumer animosity on perceived betrayal and negative word-of-mouth. Asia Pacific Journal of Marketing and Logistics, 33(3), 712–730. https://doi.org/10.1108/APJML-08-2019-0518.

Lee, S., Jeon, S., & Kim, D. (2011). The impact of tour quality and tourist satisfaction on tourist loyalty: The case of Chinese tourists in Korea. Tourism Management, 32(5), 1115–1124. https://doi.org/10.1016/j.tourman.2010.09.016.

Leivas, R., Laso, J., Abejón, R., Margallo, M., & Aldaco, R. (2020). Environmental assessment of food and beverage under a NEXUS Water-Energy-Climate approach: Application to the spirit drinks. Science of The Total Environment, 720, 137576. https://doi.org/10.1016/j.scitotenv.2020.137576.

Ma, X., de Jong, M., Sun, B., & Bao, X. (2020). Nouveauté or Cliché? Assessment on island ecological vulnerability to Tourism: Application to Zhoushan, China. Ecological Indicators, 113, 106247. https://doi.org/10.1016/j.ecolind.2020.106247.

Omair, A. (2015). Selecting the appropriate study design for your research: Descriptive study designs. Journal of Health Specialties, 3(3), 153. https://doi.org/10.4103/1658-600x.159892.

Papadopoulos, N., Banna, A. El, & Murphy, S. A. (2017). Old country passions: An international examination of country image, animosity, & affinity among ethnic consumers. Journal of International Marketing, 25(3), 61–82. https://doi.org/10.1509/jim.16.0077.

Putri Siahaan, R. Y. K. (2020). The Effectiveness of Public Speaking Learning Media Based on Digital Multimodal in Indonesian Language Courses at Politeknik Pariwisata Medan. Budapest International Research and Critics in Linguistics and Education (BirLE) Journal, 3(4), 2036–2047. https://doi.org/10.33258/birle.v3i4.1435.

Rahman, R., Langner, T., & Temme, D. (2021). Brand love: conceptual and empirical investigation of a holistic causal model. In Journal of Brand Management (Vol. 28, Issue 6). Palgrave Macmillan UK. https://doi.org/10.1057/s41262-021-00237-7.

Ridha, R., & Hidayat, N. K. (2020). Impact of Innovation & Certification to SME Performance in F&B Sector. ADI International Conference Series, 4280, 337–360. https://www.adi-journal.org/index.php/conferenceseries/article/view/372.

Rodrigues, C., Brandão, A., & Rodrigues, C. (2021). Measuring the effects of retail brand experiences and brand love on word of mouth: a cross-country study of IKEA brand love on word of mouth: a cross-country study of IKEA brand. The International Review of Retail, Distribution and Consumer Research, 31(1), 78–105. https://doi.org/10.1080/09593969.2020.1768577.

Rofiah, C. (2020). Pengaruh Electronic Word Of Mouth Terhadap Keputusan Berkunjung Dimediasi Oleh Citra Destinasi. JMD: Jurnal Manajemen Dan Bisnis Dewantara, 3(1), 32–39. https://doi.org/10.26533/jmd.v3i1.527.

Saavedra, E. F. C., Reyes, M. A. M., Trujillo, J. F. B., Alfaro, C. E. R., & Jara, C. I. (2019). Leadership and organizational climate in workers of health facilities of a micro-network in Peru. Revista Cubana de Salud Publica, 45(2). https://www.medigraphic.com/cgi-bin/new/resumenI.cgi?IDARTICULO=89478.

Sallam, M. A. (2014). The Effects of Brand Image and Brand Identification on Brand Love and Purchase Decision Making: The Role of WOM. International Business Research, 7(10), 187. https://doi.org/10.5539/ibr.v7n10p187.

Shafiee, M. M., Tabaeeian, R. A., & Tavakoli, H. (2016). The effect of destination image on tourist satisfaction, intention to revisit and wom: empirical research in foursquare social media. In 2016 10th International Conference on E-Commerce in Developing Countries: With Focus on e-Tourism (ECDC), 1–8. https://doi.org/10.1109/ECDC.2016.7492964.

Sianipar, R., Situmorang, J. M., Goeltom, V. A., & Yulius, K. G. (2021). Factors influencing tourist satisfaction and revisit intention to Cibuntu tourist village during COVID-19 pandemic. JELAJAH: Journal of Tourism and Hospitality, 3(1), 12–24. https://doi.org/10.33830/jelajah.v3i1.1847.

Suryani, I., & Maksum, H. (2020). Positive Contribution of Creativity and Independence to Student Learning Outcomes in Digital Communication Simulation. Journal of Education Research and Evaluation, 4(4), 414. https://doi.org/10.23887/jere.v4i4.29932.

Suwintari, I. G. A. E., Swantari, A., Wirawan, P. E., Jayendra, P. S., & Restiawan, I. G. F. (2023). Analisis Pengembangan Akomodasi Wisata Homestay di Desa Kenderan, Kecamatan Tegalalang, Kabupaten Gianyar. Jurnal Ilmiah Pariwisata; Vol 28 No 1 (2023): Jurnal Ilmiah PariwisataDO - 10.30647/Jip.V28i1.1644, 28(1), 88–99. https://doi.org/10.30647/jip.v28i1.1644.

Tandon, U., Kiran, R., & Sah, A. N. (2018). The influence of website functionality, drivers and perceived risk on customer satisfaction in online shopping: an emerging economy case. Information Systems and E-Business Management, 16(1), 57–91. https://doi.org/10.1007/s10257-017-0341-3.

Tantriana, D., & Widiartanto. (2019). Pengaruh Aksesibilitas, Experiential Marketing Dan Electronic Word Of Mouth (E-wom) Terhadap Keputusan Berkunjung Kembali Melalui Customer Satisfaction Sebagai Variabel Intervening. JIAB: Jurnal Ilmu Administrasi Bisnis, 8(3), 1–11. https://doi.org/10.14710/jiab.2019.24111.

Truong, T. H., & King, B. (2009). An evaluation of satisfaction levels among Chinese tourists in Vietnam. International Journal of Tourism Research, 11(6), 521–535. https://doi.org/10.1002/jtr.726.

Wijaya, I. G. N. S., Pratami, N. W. C. A., Muryatini, N. N., & Yasa, I. G. D. (2022). Pengaruh Electronic Word Of Mouth (E-WOM), Persepsi Risiko, Kepercayaan Pelanggan, dan Keputusan Pembelian E-Commerce Tokopedia. E-Jurnal Manajemen, 11(1), 190–209. https://doi.org/10.24843/EJMUNUD.2022.v11.i01.p10.

Wirawan, I. M. A., Wirawan, D. N., Kurniasari, N. M. D., & Merati, K. T. P. (2020). Travel agent and tour guide perceptions on travel health promotion in Bali. Health Promotion International, 35(1), e43–e50. https://doi.org/10.1093/heapro/day119.

Yang, F. X. (2017). Effects of restaurant satisfaction and knowledge sharing motivation on eWOM intentions: the moderating role of technology acceptance factors. J. Hosp. Tour, 41, 93–127. https://doi.org/10.1177/1096348013515918.

Yusof, Y., Awang, Z., Jusoff, K., & Ibrahim, Y. (2017). The influence of green practices by non-green hotels on customer satisfaction and loyalty in hotel and tourism industry. International Journal of Green Economics, 11(1), 1–14.


Cited by:


DOI: http://dx.doi.org/10.22334/jbhost.v9i1.425

Refbacks

  • There are currently no refbacks.


Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.


Visited Number: Web
Analytics JBHOST Stats