The mediating role of electronic word-of-mouth on the relationship between tourism product quality, service quality and tourist revisit intention: A case study

Abstract

The development of the tourism industry in a number of areas is increasing, especially in the city of Semarang. Kreo Cave Tourism Object in Semarang City is a natural tourism object that has tourism potential with the beauty of its natural scenery, Kreo Cave is located in the middle of the Jatibarang reservoir, as well as wild monkeys that thrive which are icons in the Kreo Cave tourism objects in Semarang City. This research is motivated by the decline in the number of visitors to the Kreo Cave tourist attraction in recent years. The purpose of this study was to explain the influence of the quality of tourism products and service quality on the revisit intention through electronic word-of-mouth. The type of research used is explanatory research. Data collection technique used a questionnaire, with the sampling technique using purposive sampling. The number of samples was 100 respondents who have visited the Kreo Cave tourism object, Semarang City. Quantitative analysis technique used Partial Last Square (PLS) which is estimated using the WarpPLS 7.0 program. The research found that Electronic Word-of-mouth significantly mediates the effect of Quality of Tourism Products and Quality of Services on Revisit Intention.