Impacts of Tourist Loyalty on Service Providers: Examining the Role of the Service Quality of Tourism Supply Chains, Tourism Logistics, Commitment, Satisfaction, and Trust

Abstract

ABSTRACT In recent years, organizations in the tourism and service industries have fiercely competed to attract tourists and to gain market share and profit. It is challenging for entrepreneurs and the government sector to improve service quality and guidelines for marketing strategies in accordance with the current situation to encourage tourists to revisit a location. Therefore, this study aimed to investigate the relationships between the service quality of the following elements: tourism logistics, tourism supply chains, commitment, satisfaction, and trust. These aspects affect the loyalty of tourists traveling domestically. The study methods include confirmatory factor analysis, structural equation modeling (SEM), and mediating variable analysis. Based on a survey of tourists who traveled via the domestic public transport system, consisting of 1,400 respondents, the research found that the factors commitment, satisfaction, and trust directly impacted tourist loyalty. Factors with a significant indirect impact on tourist loyalty are the service quality of tourism logistics and tourism supply chains. The results contribute to our understanding of how to improve the service quality of tourism logistics and tourism supply chains to increase tourist loyalty.