Revisit Intention and Satisfaction: The Role of Electronic Word of Mouth and Perceived Risk

Abstract

What potential tourists do these days before going on a tourist destiation is to consider several factors such as electronic word of mouth about the place they are going to visit. Electronic word of mouth (eWOM) is the exchange of consumer information about a tourist destination via the internet. This research also examines the perceived risk felt by potential tourists before visiting a tourist destination. The aim of this research is to analyze the influence of electronic word of mouth and perceived risk on satisfaction, as well as the influence of satisfaction on the intention to revisit tourist destinations. This research uses a non-probability sampling method with judgmental sampling technique with a sample size of 100 respondents. The data analysis technique in this research uses SEM PLS (Partial Least Square) with Warp PLS 8.0 software. The research results show that: (1) Electronic word of mouth has a positive and significant effect on satisfaction of 0.63; (2) Perceived risk has a negative and significant effect on tourist satisfaction of -0.22; (3) Electronic word of mouth has a positive and significant effect on revisit intention of 0.32; (4) Perceived risk has no significant effect on revisit intention of 0.11; (5) Tourist satisfaction has a positive and significant effect on tourists’ intention to revisit by 0.50.