Relationship and Impact of Service Quality, Destination Image, on Customer Satisfaction and Revisit Intention to Syariah Destination in Madura, Indonesia

Abstract

Madura is one of the sharia tourist attractions in Indonesia, so many local and foreign tourists come to Madura Island to carry out sharia tours by visiting Islamic places such as mosques, tombs of the great Madurese clerics, and halal culinary places. In the conditions of the COVID-19 pandemic which has been going on for one year, government policy has closed these sharia tourist spots. However, since the number of Covid 19 cases, especially on Madura Island, has decreased significantly, the government has allowed opening these sharia tourist spots with the provisions of health protocols. The purpose of this study is to examine the relationship between service quality, destination image, and customer satisfaction on the revisit intention of tourists to tour destination religious in Madura. Data were collected from a questionnaire survey and empirical studies were conducted using structural equation modeling (SEM) to test the hypotheses, as well as the structural relationships between these factors. The results of empirical studies confirm that service quality and destination image make a positive contribution to tourist satisfaction, then that the service quality contribute to the revisit intention, but the destination image does not contribute to the revisit intention, and tourist satisfaction contributes positively to the revisit intention. Furthermore, this study also contributes to the managers of sharia tourist destinations in Madura to analyze the relationship between service quality attributes and destination image to revisit intention by improving the services provided, thereby contributing to increasing the number of tourists, and implementing sustainable service quality policies.

Exploring the Pathways to Tourist Loyalty in Pakistani Tourism Industry: The Role of Destination Image, Service Quality, E-WOM, and Social Media

“…However, the study of SQ, TS, and loyalty in the context of the tourism industry in a developing nation has yet to produce conclusive results. Contrary to Widayati et al's [35] assertions, the likelihood of a revisit or referral from a traveler with a positive BTI is independent of the quality of their trip. According to Li et al [56], PSQ did not influence TL's attitude towards the Cox's Bazar beach in Bangladesh, but it did influence their satisfaction.…”

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Service-Dominant Logic: A Model of Service Satisfaction and Its Antecedents

“…Furthermore, Ordanini & Parasuraman (2011) found that both innovation radicalness and innovation volume positively affect service satisfaction. Having a new service concept, new customer interaction, new value system/business partners, new revenue model, new organizational delivery system, and new technological delivery system leads to greater service satisfaction (Ofosu-Boateng & Acquaye, 2020;Wantara & Irawati, 2021). Thus, this study hypothesizes: H8: Service innovation has a positive effect on service satisfaction.…”

Comparative Study of Intercity Transport Companies In Benin City, Nigeria

“…This approach has very broad service attributes and is very practical for use in various service companies. This instrument was created to measure the quality of services such as hotels (Rao & Sahu), hospitals (Agbonifoh & Agbonifoh, 2015), telephone companies, transport companies, insurance companies, banks (Parasuraman et al, 1991) and tourism (Wantara, & Irawati, 2021). According to Bello & Majebi (2018), the SERVQUAL model can be employed to measure service quality in all the service based industries.…”