The influence of percieved value and percieved quality on revisit intention with satisfaction as a mediating variable
Keywords:
Perceived value; percieved quality; satisfaction; revisit intention
Abstract
The study aims to analyze the influence of Perceived Value and Perceived Quality on Revisit Intention with Satisfaction as mediation on visitors to The Balcone Hotel. This type of research is explanatory. The population of this study is visitors to The Balcone Hotel who have visited the hotel at least once. The study sample was 210 respondents. The study used a structural equation model (SEM) test with smart-PLS 3.0 software.
The results of this study include: (1) Satisfaction negatively affects Revisit Intention. (2) Perceived Quality has a positive effect on satisfaction. (3) Perceived Value has a positive effect on satisfaction. (4) Perceived Quality has a positive effect on Revisit Intention. (5) Perceived Value negatively affects Revisit Intention. (6) Perceived Quality has a positive effect on Perceived Value. (7) Perceived Value negatively affects Revisit Intention mediated by Satisfation. (8) Perceived Quality negatively affects Revisit Intention mediated by Satisfaction.
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References
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Choi, E. J., & Kim, S. H. (2013). The study of the impact of perceived quality and value of social enterprises on customer satisfaction and re-purchase intention. International Journal of Smart Home, 7(1), 239–252.
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Kim, Y. H., Duncan, J., & Chung, B. W. (2015). Involvement, Satisfaction, Perceived Value, and Revisit Intention: A Case Study of a Food Festival. Journal of Culinary Science and Technology, 13(2), 133–158. https://doi.org/10.1080/15428052.2014.952482
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Lim, W. M., Yong, J. L. S., & Suryadi, K. (2014). Consumers’ Perceived Value and Willingness to Purchase Organic Food. Journal of Global Marketing, 27(5), 298–307. https://doi.org/10.1080/08911762.2014.931501
Lin, C. H. (2014). Effects of Cuisine Experience, Psychological Well-Being, and Self-Health Perception on the Revisit Intention of Hot Springs Tourists. Journal of Hospitality and Tourism Research, 38(2), 243–265. https://doi.org/10.1177/1096348012451460
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Lorde, T., Li, G., & Airey, D. (2016). Modeling Caribbean Tourism Demand: An Augmented Gravity Approach. Journal of Travel Research, 55(7), 946–956. https://doi.org/10.1177/0047287515592852
Meeprom, S., & Silanoi, T. (2020). Investigating the perceived quality of a special event and its influence on perceived value and behavioural intentions in a special event in Thailand. International Journal of Event and Festival Management, 11(3), 337–355. https://doi.org/10.1108/IJEFM-09-2019-0043
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Parker, O. N., & Krause, R. A. (2018). How product quality and affinity toward the firm influence reputation for quality. 78th Annual Meeting of the Academy of Management, AOM 2018. https://doi.org/10.5465/AMBPP.2018.4
Plewa, C., Sweeney, J. C., Michayluk, D., Plewa, C., & Michayluk, D. (2015). Determining value in a complex service setting. https://doi.org/10.1108/JSTP-03-2014-0059
Pramudia, H., & Ira, M. (2017). Hotel Room Division Management. kencana.
Quintal, V. A., & Polczynski, A. (2010). Factors influencing tourists’ revisit intentions. Asia Pacific Journal of Marketing and Logistics, 22(4), 554–578. https://doi.org/10.1108/13555851011090565
Rahahleh, A., Al-Nsour, S., Moflih, M., Alabaddi, Z., Al-Nassar, B., & Al-Nsour, N. (2020). The influence of electronic service quality on relationship quality: Evidence from tourism industry. Management Science Letters, 10(12), 2759–2768. https://doi.org/10.5267/j.msl.2020.4.034
Ranjbarian, B., & Pool, J. K. (2015). The Impact of Perceived Quality and Value on Tourists’ Satisfaction and Intention to Revisit Nowshahr City of Iran. Journal of Quality Assurance in Hospitality and Tourism, 16(1), 103–117. https://doi.org/10.1080/1528008X.2015.966295
Rizwan, M., Javed, P. A., Aslam, J., Khan, R., & Bibi, H. (2014). The relationship of Brand Commitment, Brand Credibility, Perceived Quality, Customer Satisfaction and brand loyalty: an empirical study on Stylo shoes. Journal of Sociological Research, 5(1), 377–404. https://doi.org/10.5296/jsr.v5i1.6572
Sugiyono. (2013). Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Alfabeta.
W Mardikawati, N. F. (2013). Pengaruh Nilai Pelanggan Dan Kualitas Layanan Terhadap Loyalitas Pelanggan. Jurnal Administrasi Bisnis.
Yuan, C., Wang, S., & Yu, X. (2020). The impact of food traceability system on consumer perceived value and purchase intention in China. Industrial Management and Data Systems, 120(4), 810–824. https://doi.org/10.1108/IMDS-09-2019-0469
Schmitt, Berndh H. (2010). Experiential Marketing, How to Get Customer to Sense, Feel, Think, Act, Relate, to Your Company and Brands. New York: The Free Press.
Breiby, M.A. & Slåtten, T. (2018). The role of aesthetic experiential qualities for tourist satisfaction and loyalty. International Journal of Culture, Tourism and Hospitality Research, 12 (1), 1-14.
Abu-Kharmeh, S. (2012). Evaluating the Quality of Health Care Services in the Hashemite Kingdom of Jordan. International Journal of Business and Management, 7(4), 195-205. Retrieved from www.ccsenet.org/journal/index.php/ijbm/article/download/12638/10229.
Zamil, A., Areiqat, A., & Tailakh, N. (2012). The Impact of Health Service Quality on Patients’ Satisfaction over Private and Public Hospitals in Jordan: A Comparative Study. International Journal of Business and Social Science, 4(1), 123-137. Retrieved from http://www.ccsenet.org/journal/index.php/ijms/article/view/13152
(Shawn) Jang, S. C., & Feng, R. (2007). Temporal destination revisit intention: The effects of novelty seeking and satisfaction. Tourism Management, 28(2), 580–590. https://doi.org/10.1016/j.tourman.2006.04.024
Allameh, S. M., Khazaei Pool, J., Jaberi, A., Salehzadeh, R., & Asadi, H. (2015). Factors influencing sport tourists’ revisit intentions. Asia Pacific Journal of Marketing and Logistics, 27(2), 191–207. https://doi.org/10.1108/apjml-12-2013-0159
An, S., Suh, J., & Eck, T. (2019). Examining structural relationships among service quality, perceived value, satisfaction and revisit intention for airbnb guests. International Journal of Tourism Sciences, 19(3), 145–165. https://doi.org/10.1080/15980634.2019.1663980
Aziz, N. A., Ariffin, A. A. M., Omar, N. A., & Evin, C. (2012). Examining the impact of visitors’ emotions and perceived quality towards satisfaction and revisit intention to theme parks. Jurnal Pengurusan, 35, 97–109. https://doi.org/10.17576/pengurusan-2012-35-09
Bourrelys, C. (2007). 1. Introduction. July.
Cen, Y., & Li, L. (2020). Effects of network externalities on user loyalty to online B2B platforms: an empirical study. Journal of Enterprise Information Management, 33(2), 309–334. https://doi.org/10.1108/JEIM-02-2019-0050
Chen, C. F., & Chen, F. S. (2010). Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists. Tourism Management, 31(1), 29–35. https://doi.org/10.1016/j.tourman.2009.02.008
Choi, E. J., & Kim, S. H. (2013). The study of the impact of perceived quality and value of social enterprises on customer satisfaction and re-purchase intention. International Journal of Smart Home, 7(1), 239–252.
Dettori, A., Floris, M., & Dessì, C. (2020). Customer-perceived quality, innovation and tradition: some empirical evidence. TQM Journal, 32(6), 1467–1486. https://doi.org/10.1108/TQM-11-2019-0273
Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E., Black, W. C., & Anderson, R. E. (2018). Multivariate Data Analysis. https://doi.org/10.1002/9781119409137.ch4
Hassan, M., Jambulingam, M., Alam, M. N., & Islam, S. (2019). Redesigning the retention strategy against the emerging turnover of Generation Y: Revisiting the long-standing problems from 20Th to 21St century. Journal of Legal, Ethical and Regulatory Issues, 23(2), 1–16.
Howat, G., & Assaker, G. (2013). The hierarchical effects of perceived quality on perceived value, satisfaction, and loyalty: Empirical results from public, outdoor aquatic centres in Australia. Sport Management Review, 16(3), 268–284. https://doi.org/10.1016/j.smr.2012.10.001
Hyun, S. S., & Han, H. (2012). A model of a patron’s innovativeness formation toward a chain restaurant brand. International Journal of Contemporary Hospitality Management, 24(2), 175–199. https://doi.org/10.1108/09596111211206141
Jeong, Y., & Kim, S. (2020). A study of event quality, destination image, perceived value, tourist satisfaction, and destination loyalty among sport tourists. Asia Pacific Journal of Marketing and Logistics, 32(4), 940–960. https://doi.org/10.1108/APJML-02-2019-0101
Kim, K. H., & Park, D. B. (2017). Relationships Among Perceived Value, Satisfaction, and Loyalty: Community-Based Ecotourism in Korea. Journal of Travel and Tourism Marketing, 34(2), 171–191. https://doi.org/10.1080/10548408.2016.1156609
Kim, Y. H., Duncan, J., & Chung, B. W. (2015). Involvement, Satisfaction, Perceived Value, and Revisit Intention: A Case Study of a Food Festival. Journal of Culinary Science and Technology, 13(2), 133–158. https://doi.org/10.1080/15428052.2014.952482
Kotler, P., Keller, K. L., Manceau, D., & Dubois, B. (2016). Marketing Management, 15e édition. New Jersy. Pearson Education.
kotler. (2012). manajemen pemasaran.
Lim, W. M., Yong, J. L. S., & Suryadi, K. (2014). Consumers’ Perceived Value and Willingness to Purchase Organic Food. Journal of Global Marketing, 27(5), 298–307. https://doi.org/10.1080/08911762.2014.931501
Lin, C. H. (2014). Effects of Cuisine Experience, Psychological Well-Being, and Self-Health Perception on the Revisit Intention of Hot Springs Tourists. Journal of Hospitality and Tourism Research, 38(2), 243–265. https://doi.org/10.1177/1096348012451460
Liu, H., Li, H., DiPietro, R. B., & Levitt, J. A. (2018). The role of authenticity in mainstream ethnic restaurants: Evidence from an independent full-service Italian restaurant. International Journal of Contemporary Hospitality Management, 30(2), 1035–1053. https://doi.org/10.1108/IJCHM-08-2016-0410
Lorde, T., Li, G., & Airey, D. (2016). Modeling Caribbean Tourism Demand: An Augmented Gravity Approach. Journal of Travel Research, 55(7), 946–956. https://doi.org/10.1177/0047287515592852
Meeprom, S., & Silanoi, T. (2020). Investigating the perceived quality of a special event and its influence on perceived value and behavioural intentions in a special event in Thailand. International Journal of Event and Festival Management, 11(3), 337–355. https://doi.org/10.1108/IJEFM-09-2019-0043
Mulyati, Y., Haryeni, & Masruri. (2018). Pengaruh Electronic Word Of Mouth Terhadap Citra Destinasi Serta Dampaknya Pada Minat Dan Keputusan Berkunjung Wisatawan Domestik Pada Destinasi Wisata Kota Bukit Tinggi. Jurnal Ekonomi & Bisnis Dharma Andalas, 20(1), 168–187.
Murwatiningsih, & Amalia Ilda. (2016). Pengaruh Citra Destinasi Dan Nilai Pelanggan Terhadap Loyalitas Pengunjung Melalui Kepuasan Berkunjung. Management Analysis Journal, 5(3), 257–268. http://maj.unnes.ac.id
Parker, O. N., & Krause, R. A. (2018). How product quality and affinity toward the firm influence reputation for quality. 78th Annual Meeting of the Academy of Management, AOM 2018. https://doi.org/10.5465/AMBPP.2018.4
Plewa, C., Sweeney, J. C., Michayluk, D., Plewa, C., & Michayluk, D. (2015). Determining value in a complex service setting. https://doi.org/10.1108/JSTP-03-2014-0059
Pramudia, H., & Ira, M. (2017). Hotel Room Division Management. kencana.
Quintal, V. A., & Polczynski, A. (2010). Factors influencing tourists’ revisit intentions. Asia Pacific Journal of Marketing and Logistics, 22(4), 554–578. https://doi.org/10.1108/13555851011090565
Rahahleh, A., Al-Nsour, S., Moflih, M., Alabaddi, Z., Al-Nassar, B., & Al-Nsour, N. (2020). The influence of electronic service quality on relationship quality: Evidence from tourism industry. Management Science Letters, 10(12), 2759–2768. https://doi.org/10.5267/j.msl.2020.4.034
Ranjbarian, B., & Pool, J. K. (2015). The Impact of Perceived Quality and Value on Tourists’ Satisfaction and Intention to Revisit Nowshahr City of Iran. Journal of Quality Assurance in Hospitality and Tourism, 16(1), 103–117. https://doi.org/10.1080/1528008X.2015.966295
Rizwan, M., Javed, P. A., Aslam, J., Khan, R., & Bibi, H. (2014). The relationship of Brand Commitment, Brand Credibility, Perceived Quality, Customer Satisfaction and brand loyalty: an empirical study on Stylo shoes. Journal of Sociological Research, 5(1), 377–404. https://doi.org/10.5296/jsr.v5i1.6572
Sugiyono. (2013). Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Alfabeta.
W Mardikawati, N. F. (2013). Pengaruh Nilai Pelanggan Dan Kualitas Layanan Terhadap Loyalitas Pelanggan. Jurnal Administrasi Bisnis.
Yuan, C., Wang, S., & Yu, X. (2020). The impact of food traceability system on consumer perceived value and purchase intention in China. Industrial Management and Data Systems, 120(4), 810–824. https://doi.org/10.1108/IMDS-09-2019-0469
Published
2022-06-29
How to Cite
Asidiqhi, A., & Yasri, Y. (2022). The influence of percieved value and percieved quality on revisit intention with satisfaction as a mediating variable. Marketing Management Studies, 2(2), 191-203. https://doi.org/10.24036/mms.v2i2.148
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