Visitor Satisfaction Research Articles

Consumer Satisfaction towards the 9 Marketing Mix Elements (9P) of Fresh Strawberries at the Strawberry Picking Agro-Tourism of Lumbung Stroberi in Raharjo Village-Owned Enterprise Batu City East Java

Lumbung Stroberi is one of the agriculture-based agro-tourism which is a business unit of Bumdes Raharjo, Batu City, Malang. Since its establishment in 2019, Lumbung Strawberry has focused on selling products and services. Product sales are packaged strawberries while services are educational tourism with the concept of picking strawberries. Business developments show that consumer behavior determines the sales and marketing success of this educative tourism. Therefore, this research aims to determine the level of consumer satisfaction with the marketing mix for strawberry products in Lumbung Straberi Bumdes Raharjo. This research uses a descriptive quantitative approach and was conducted in June - August 2022. This research used a descriptive quantitative approach and was conducted in December 2021-February 2022. This research used an online questionnaire with the Google Form tool. The research method used is Importance Performance Index and Customer Satisfaction Index. The research respondents were 60 people using purposive sampling method and processed using SPSS 26 and Microsoft Excel. This study uses an error tolerance or alpha of 0.5. There are 3 variables used in this research, namely Marketing Mix Performance Level (X1) and Marketing Mix Importance Level (X2) as independent variables and Consumer Satisfaction (Y1) as the dependent variable. The research results show that the overall level of consumer satisfaction (based on the CSI value) is 0.82 and is in the range of 0.81-1.00, which indicates that the visitor satisfaction index is the "Very Satisfied" criterion. This value is included in the good category. This explains that the majority of consumers are very satisfied with the performance of the marketing mix attributes (9P) carried out by Lumbung Straberi in general.

PENGARUH PROMOSI WISATA, KUALITAS PELAYANAN DAN FASILITAS WISATA TERHADAP MINAT KUNJUNG ULANG MELALUI KEPUASAN PENGUNJUNG SEBAGAIVARIABEL INTERVENING PADA WISATAWANKAMPUNG BLEKOK KABUPATEN SITUBONDO

The purpose of this study was to analyze and test the influence of tourism promotion, service quality and tourist facilities on repeat visit intentions through visitor satisfaction as an intervening variable in tourists from Blekok Village, Situbondo Regency. The population in this study is visitors or tourists from Kampung Blekok. The sampling method is determined by probability sampling. Data analysis and hypothesis testing in this study used the Structural Equation Model - Partial Least Square (PLS-SEM).
 The results of the direct influence hypothesis test using the Smart PLS 3.0 application, indicate that tourism promotion has a significant effect on visitor satisfaction. Service quality has a significant effect on visitor satisfaction. Tourism facilities have a significant effect on visitor satisfaction. Tourism promotion has a significant effect on intention to revisit. Service quality has no significant effect on intention to revisit. Tourist facilities have no significant effect on intention to revisit. Visitor satisfaction has a significant effect on intention to revisit. Tourism promotion has a significant effect on intention to revisit through satisfaction. Service quality has a significant effect on intention to revisit through visitor satisfaction. Tourism facilities have a significant effect on intention to revisit through visitor satisfaction.

Covid-19 and Revisit Intention: Evaluation of Destination Social Responsibility, Visitor Satisfaction, Perceived Value, and Fear Arousal

Purpose –This study is an attempt to understand the changes in consumer behavior in the tourism industry related to the pandemic affecting society. This study aimed to evaluate the direct and indirect effects of destination social responsibility (DSR) on the revisit intention of visitors who once visited Turkey before the Covid-19 pandemic breakthrough. Moreover, this research aimed to investigate fear arousal as a moderating effect between tourists' intention of repeat visits and its associated antecedents due to COVID-19.Design/methodology/approach –The research model was examined empirically by targeting 388 tourists from 10 different countries. Structural equation modeling (SEM) was used to analyze the gathered data.Findings –The outcomes of the study demonstrated that DSR is positively and remarkably affected by TS and PV. Also, the results showed that PV has a mediating impact on revisit intention. On the other hand, findings showed that TS has not a remarkable and positive effect on revisit intention. Moreover, the results revealed that FA has a moderation effect on the relationship between DSR-RI, TS-RI, and PV-RI.Discussion –A finding that emerged at the end of this study and contradicted previous studies was obtained. It is a generally accepted phenomenon in the literature that tourist satisfaction has a positive and significant effect on revisit intention. Results show that fear of COVID-19 affects perceived value, tourist satisfaction, and revisit intention differently. Tourist satisfaction and perceived value are undoubtedly two important mediating variables. This contributes to the tourism literature on tourist behaviors.

Evaluasi Komposisi Elemen Lanskap Kandang Peragaan Taman Margasatwa Ragunan Berbasis Preferensi Pengunjung

The shifting of the zoo perspective, from entertainment to being more conservation-oriented has brought positive impacts to environmental conservation. However, it also brought conflict where the need in improving animal welfare contradicted the efforts in increasing visitor satisfaction. This research aimed to evaluate the landscape element of zoo exhibits based on visitor preference as an alternative way to pursue a balance between this conflict. This research was conducted in Ragunan Zoo, Indonesia from 2019 to 2022. Two phases of the questionnaire were conducted during the research. The first questionnaire with a total of 99 respondents resulted that tiger, giraffe, and elephant became the most favorite animals. In opposite, snake, crocodile, and long-tailed macaque became the least favorite animals. In addition, the favorite landscape elements of the zoo’s exhibits were trees, water features, and woods/ log piles; while the least favorite landscape elements were stones, toys (environmental enrichment), and shrubs/climber plants. An in-depth questionnaire was conducted with a total of 37 respondents to understand the preference of landscape elements for visitor satisfaction and animal welfare through exhibit design model simulation. The study found that most respondents showed a positive value on high naturalistic exhibit design for animal welfare. However, the value of high naturalistic exhibits was lower when it comes to visitor satisfaction. It indicated that the presence of trees might reduce visitor’s visibility and overall satisfaction. The result of favorite and least favorite landscape elements slightly varies compared to the first questionnaire. Trees and water features became a consistent favorite landscape element, while toys became the least favorite one. However, the result was the opposite in the shrubs/climber plants element, as in this questionnaire, this element had a positive result in the most of evidence. In the case of stone and wood, the result might vary on animal species and the total area of the zoo’s exhibit.

AN ADVENTURE TOURISM STORY IN THE BRANDING PROCESS: HOT AIR BALLOON MANAGEMENT SUCCESSES IN CAPPADOCIA

Purpose- Adventure tourism has gained significant popularity in recent years, and its effective branding has become crucial for destinations to attract visitors. This research paper explores the role of hot air balloon management in the branding process of Cappadocia, a region renowned for its unique geological formations and rich cultural heritage. Cappadocia's hot air balloon rides have emerged as one of the most sought-after adventure tourism experiences in the world. Methodology- This study aims to investigate the factors contributing to the success of hot air balloon management in the branding process of Cappadocia.Using a qualitative research approach, data was collected through in-depth interviews with key stakeholders, including hot air balloon operators, local authorities, and tourists. The findings reveal several key factors that have led to the remarkable success of hot air balloon management in Cappadocia's branding efforts. First, the natural landscape of Cappadocia, with its stunning rock formations and fairy chimneys, provides a unique and picturesque backdrop for hot air balloon rides, creating an unforgettable experience for tourists. Additionally, the collaboration and cooperation among local stakeholders, including government bodies, tourism organizations, and hot air balloon operators, have played a crucial role in maintaining a high level of safety standards, operational efficiency, and visitor satisfaction. Findings- Furthermore, the marketing strategies employed by hot air balloon operators, such as social media campaigns, strategic partnerships, and targeted promotions, have effectively positioned Cappadocia as a must-visit adventure tourism destination globally. The seamless integration of hot air balloon rides into the broader tourism offerings of Cappadocia, including cave hotels, historical sites, and cultural experiences, has enhanced the region's overall branding and tourism appeal. Conclusion- This research paper highlights the importance of effective management practices in adventure tourism destinations and provides valuable insights for destination managers, policymakers, and tourism stakeholders seeking to develop and enhance adventure tourism branding. The findings contribute to the existing literature on adventure tourism management and offer practical recommendations for other destinations aiming to leverage their unique attractions in the branding process. Keywords: Adventure tourism, branding, hot air balloon management, Cappadocia, destination marketing, stakeholder collaboration JEL Codes: N7,N9,Z32

AN EVALUATION OF FACTORS AFFECTING TOURIST SATISFACTION WITH SERVICE QUALITY: CASE STUDY OF SAM MOUNTAIN NATIONAL TOURIST AREA IN AN GIANG PROVINCE, VIETNAM

This study was conducted at the National Tourist Area (NTA) of Sam Mountain in Chau Doc City, An Giang Province, Vietnam. The study surveyed 150 tourists using a questionnaire to assess the factors affecting visitor satisfaction with the quality of tourist services in the Sam Mountain NTA. The responses from the questionnaire were encoded and analyzed using Cronbach’s Alpha reliability coefficient, the EFA exploratory factor, and regression analysis using SPSS 26.0. The research results showed that out of the four studied factors: Labour, type, infrastructure and tourist environment, labour had the most significant impact on tourists’ satisfaction when visiting the Sam Mountain NTA. The study also found that environmental factors had the least impact on tourist satisfaction. Addressing this issue requires local authorities at all levels to work together to implement solutions to improve the quality of services and meet tourists’ satisfaction levels when coming to the Sam Mountain NTA.

OVERARCHING OVERTONES: ORACLES ON CAREER CHRONICLES OF WOMEN IN INDIAN HOTEL INDUSTRY

The hospitality sector has been witnessing tremendous changes of late in terms of gender diversity with the increased participatory role of women at all levels of the workforce. The global food and beverage, and lodging industries have been proactively getting women on board down the years, recognising their important role in enhancing visitor satisfaction translating into repeat visits. This trend is however more widespread and popular in developed countries. India’s unique cultural values, social traditions, conventional customs, gender stereotyping, conservative attitudes and religious beliefs have all been challenging age-old obstacles that have largely hindered the greater employment and integration of women in the hospitality sector’s labour market. It is only from the 1960s that the women workforce in the Indian precincts saw limited presence and then slowly grew in numbers. This analytical research paper actively seeks to explore and highlight the trajectory of women employees in the hotel industry. Accurate and objective data for this investigative analysis is obtained from several leading five-star hotels in Chennai. Insights into the hospitality sector are obtained through interaction with a number of women holding managerial positions. The gathered data is decoded, and variables that help it are extracted. This research study on the work trends, changing industry dynamics and administrative challenges encountered by women in the hospitality sector can help establish gender parity by promoting a greater number of women to join the ranks and raise the profile of women in the hotel industry.

Analysis of Factors Influencing Re-Visit Intentions and Recommending Post-Pandemic Marine Tourism Destinations in Lampung Province

This study aims to examine the factors that influence tourists' decisions to revisit ecotourism destinations in Lampung province. The factors under investigation include the attractiveness of tourism, quality of service, information sources, and visitor satisfaction. The research employs a quantitative approach, utilizing a questionnaire that was distributed to 153 tourists who had previously visited a marine ecotourism destination. The Structural Equation Model (SEM) was then applied using Smart-PLS 4.0.8.6 to analyze the data. The results show that quality of service, hospitality, and social capital have a significant direct impact on visitor satisfaction, as well as on tourists' intentions to return and recommendations for the destination. There is also a significant indirect effect of these variables on the recommendation of tourism through visitor satisfaction and intention to return.

The Linkage between Modern HR Management and Activities to Improve Performance in Tourism Development Trends in the Republic of Kosovo

The intention of this research is to expand process leaders' contributions leveraging modern human resources procedures and practices for the advancement of the performance of tourist enterprises in the field of Kosovar tourism. Determining and measuring the variables with the greatest impact and those with the least impact is one of the determinants of the level of staff performance in the tourism sector. The results show that relationships in the coordination of management actions have a favorable impact on raising the bar for work outcomes and accomplishments as well as the growth of these human resources in Kosovar businesses. Human resources from Kosovar tourism enterprises should be considered a strategic development partner. As a result of the implementation of the methods and processes of the development of the successful global employee, the satisfaction of visitors and tourists with the products and services offered is also confirmed. This scientific research will serve as a good scientific reference base for tourism enterprises, the managers of these enterprises as well as the levels of policy-making at both the central and regional, that the recognition of influencing factors and the implementation of contemporary management methods, yet, forcefully encourages the productivity and advancement of staff.

Assessing Visitor Satisfaction and Service Quality at Impos Beach

Assessing Visitor Satisfaction and Service Quality at Impos Beach

Literature Review: Halal Culinary Marketing Strategy To Improve The Competitiveness MSMEs In Indonesia

Micro, Small, and Medium Enterprises (MSMEs) are one of the main pillars of the Indonesian economy, including the culinary sector. Food is considered one of the significant aspects that affect visitor satisfaction with a destination, especially Muslims. Local food that is currently trending is enough to increase its own interest in the community, especially Muslims, namely Warung Pecel based on Sharia or Halal. It is one type of MSME that combines the principles of shari'ah with their business activities. The purpose of this literature review is to identify marketing strategies that can be used to increase the competitiveness of Sharia pecel pinstripe rice stalls. This research uses the literature review method of journals from ScienceDirect, Researchgate, and Google Scholar. The results of the literature review show that there are 15 articles explaining several marketing strategies that can be applied to increase the competitiveness of Sharia pecel rice stalls. Relevant marketing strategies include the application of digital marketing, market segmentation, and appropriate targeting, branding and product differentiation, network marketing and strategic alliances, use of social media, value-based marketing, effective marketing promotion and communication, and experience marketing. In addition, by understanding the values of Sharia and promoting them effectively, Warung Pecel can differentiate itself from competitors and create a unique experience for customers. The limitation of the study which samples of MSMEs with pecel stalls.

ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI KEPUASAN PENGUNJUNG MELALUI MINAT BERKUNJUNG SEBAGAI VARIABEL INTERVENING PADA KANTOR POS CABANG ASEMBAGUS

The development of delivery services from year to year is increasingly becoming a concern of the wider community. Intense competition and the increasing number of delivery service companies that have sprung up at this time make the owner or manager must be able to create a strategy to be able to compete and be superior to his competitors. The purpose of this study is to determine the factors that influence visitor satisfaction through interest in visiting as an intervening variable at the Asembagus Branch Post Office. The population in this study were all visitors to the Asembagus Branch Post Office. Random sampling method (simple probability sampling) without regard to strata in the population in this study. Data analysis and hypothesis testing in this study used the Structural-partial Least square equation model (PLS-SEM).
 The results of the hypothesis test have a direct effect using the smart PLS
 3.0 application, indicating that service quality has a significant positive effect on visiting interest. Location has a significant negative effect on interest in visiting. Service quality has a significant positive effect on visitor satisfaction. Location has a significant negative effect on visitor satisfaction. Interest in visiting consumers has a significant positive effect on visitor satisfaction. Service quality has a significant positive effect on visitor satisfaction through interest in visiting. Location has a significant negative effect on visitor satisfaction through interest in visiting.

A Study on the Differences in Regional Attractiveness of Recognized Local Stories

Regional visit satisfaction of visitors can be increased by raising the regional attractiveness of recognized local stories. The purpose of current study is to explore the internal suitability of a confidence level for analyzing impacts to recognized local stories’ regional attractiveness empirically and the Cronbach’s alpha for the questions related to recognized local stories elements of a regional attractiveness showed good internal suitability with 0.905 and 0.874. As a result of proceeding with a regression analysis for verifying a study model, the power (the factors which are uniqueness, portrayal, understandability, and sensibility) of the recognized stories suggested from the study model and the regional attractiveness (the factors which are education, significance, and experientiality) are selected as they affect significant impacts. Local brand creations and expansions can be important cultural values for vitalizing a local economy via the study of the relationships (differences) between recognized local stories and regional attractiveness. In this study, the validity of each measure’s variable used for the study's basic static analysis and each scale construction, and the credibility whether the measures variables are consisting of latent variables consistently were verified. And it is experimented if the recognized story's regional attractiveness relationships (differences) can be applied to this study by suggesting the hypothesis adoption status via regression analysis verifying causal impacts between variables. These were very meaningful in this study. Because if we study that regional story content elements are very effective in regional activation by increasing regional attractiveness for visitors then it might be able to be systemized theoretically and be used for practical businesses.

HOTEL DESTINATION IMAGE AND HALAL - FRIENDLY SERVICE AND STAFF ON REVISIT INTENTION:A SYSTEMATIC LITERATURE REVIEW

ABSTRACTThis study aims to systematically identify, review, and assess the literature on the image of destination hotels and halal staff services in order to increase intention to return to hotels in Indonesia and provide an agenda for future research. The current study assesses existing revisit intentions on the topic, reveals limitations and gaps in the current literature, and suggests potential studies to further advance knowledge in this area. This research uses Systematic Literature Review. This study uses the keywords destination hotel image, halal staff service and intention to return. The research found 236 articles in the search using Science Direct and the help of other applications such as Mendeley, VOSViewer which were then filtered into 33 selected articles to be analyzed descriptively. Content analysis, assisted by Microsoft Excel, is used for review and analysis purposes. The findings show that affective destination image is positively related to intention to revisit and recommend , as well as to construct a series of product/service offering scenarios and then test the product/service offering scenario that best meets visitor expectations and also increases visitor satisfaction levels and their intention to return. Keywords: hotel destination i mage ; halal-friendly services and staff; re visit intention ; systematic literature review

Multisensory Stimuli, Restorative Effect, and Satisfaction of Visits to Forest Recreation Destinations: A Case Study of the Jhihben National Forest Recreation Area in Taiwan.

The perceived quality of the restorative environment of forest resources should be a key consideration for forest recreational areas in managing ecosystem services to provide health benefits to visitors. However, previous studies on utilizing forests as a resource for restorative services have rarely explored the simultaneous integration of on-site sensory experiences from a multisensory perspective or evaluated visitor satisfaction from a service-oriented standpoint. Therefore, this study aimed to understand the association among multisensory stimuli, perceived restorativeness, and satisfaction with visits to forest recreation areas and clarify the mediating role of perceived restorativeness in the relationship between multisensory stimuli and satisfaction. This study deployed a questionnaire and collected 458 valid responses from visitors to the Jhihben National Forest Recreation Area in Taiwan. Structural equation modeling was conducted to test the study hypotheses. The results indicated that visual sensations, auditory sensations, olfactory sensations, and tactile sensations had significant positive effects on perceived restorativeness and satisfaction and that perceived restorativeness also had a significant positive effect on satisfaction. Perceived restorativeness played a partial mediating role in this causal model. This study verified the psychological model of the relationships among a natural setting's multisensory stimuli, perceived restorativeness, and satisfaction. In practice, the findings of this study offer guidance for forest recreation areas to develop strategies for ecological services, encompassing the establishment of restorative environmental management and visitor service management approaches.

Era New Normal Terhadap Tingkat Kepuasan Pengunjung Pada Masa Pandemi Covid-19 di Pariwisata Pantai Pasir Putih Bira Bulukumba

This study aims to determine the new normal era on the level of visitor satisfaction in tourism on the white sand beach of Bira Bulukumba. This research uses quantitative methods. Data collection techniques used were observation and questionnaires. The population in this study was 64,191. The sampling method used is Isaac and Michael's table with a simple random sampling technique, as many as 346 people. The data obtained from the research results were processed using the SPSS 25 application which consists of validity and reliability tests, descriptive data analysis techniques and inferential analysis. The results showed that the new normal was in the good category, the level of satisfaction was in the very good category. The results of inferential analysis show that there is a significant effect between the new normal on the level of visitor satisfaction at the White Sand Beach Tourism of Bira Bulukumba.

ANALISIS KUALITAS PELAYANAN PERPUSTAKAAN TERHADAP KEPUASAN PENGUNJUNG PADA PERPUSTAKAAN SEKOLAH KRISTEN BASIC

Competition in the field of educational services, one of which relies on the ability of school libraries to provide satisfactory service quality to library visitors as service users. To measure the tangible or intangible quality of service, the level of visitor satisfaction can be measured. Libraries should regularly measure visitor satisfaction as an evaluation material to improve the quality of their services. This study was conducted to determine the influence of tangible, reliability, responsiveness, assurance, and empathy dimensions of service quality provided by the Basic Christian School library on visitor satisfaction. This study is a quantitative research model using the Service Quality method and linear regression. Service Quality is one of the methods used to measure visitor satisfaction with the quality of school library services. The measurement in the Service Quality method is divided into 5 dimensions: tangible, reliability, responsiveness, assurance, and empathy. In addition, regression analysis is conducted to determine the level of relationship between independent and dependent variables in this study. The research instrument used consists of 30 items of service quality and visitor satisfaction questionnaires adapted from Basuki (2019). The respondents in this study were 154 students from Basic Christian Junior High School and High School. The results of the study showed that variables with positive coefficients had an impact on increasing visitor satisfaction.

Visitors’ satisfaction towards indoor environmental quality in Australian hotels and serviced apartments

Tourism is Australia’s fourth-largest exporting sector, yet insufficient research has been done on how satisfied guests are with the indoor environmental quality (IEQ) of Australian guest homes. This project utilised web-mining, natural language processing and aspect-based sentiment analysis to analyse visitors’ IEQ satisfaction in Australian tourist accommodations across ten tourism cities. By analysing 543,213 IEQ-related reviews from 1397 hotels and serviced apartments with two-stars and above at the Booking.com, guests’ text comments were classified by semi-supervised word-embedding based models into nine IEQ dimensions. Using a cutting-edge custom-trained bidirectional context-aware deep sequence model, sentiment scores were computed to estimate the degree of IEQ satisfaction. Results showed that guests were most dissatisfied with facilities, cleanliness and maintenance, and acoustics. IEQ dissatisfaction reduced as the buildings’ star ratings rose, except for thermal, lighting, exterior view, and layout and design dimensions. There was a small effect of seasonal fluctuations on the levels of dissatisfaction with thermal conditions, indoor air quality, and cleanliness and maintenance. All IEQ dimensions, excluding indoor air quality, showed small effects on the percentage of dissatisfied visitors across climate zones. During the pandemic, there was a significant decline in the guests’ evaluation scores. Notwithstanding, the IEQ satisfaction was scarcely affected by COVID-19, except for indoor air quality, cleanliness and maintenance, and facilities. This study’s findings can serve as a rationale for the Australian hospitality industry to enhance visitor satisfaction.

Negotiating stakeholder solutions to complex visitor management problems: the case of traffic management in the Kruger National Park

Increasing visitor numbers in wildlife tourism destinations creates a number of issues in relation to visitor management. Developing traffic and visitor policies, while taking into consideration the varying desires and needs of different visitor and organisational stakeholder groups, is a daunting task. Using the situation in the Kruger National Park (KNP) in South Africa, this paper demonstrates how through the combined use of focus groups and the Delphi technique, negotiated stakeholder solutions can be reached between seemingly opposed wildlife tourism and conservation user groups. Traffic congestion has been a major problem in the southern section of the Kruger National Park and has contributed towards reduced visitor satisfaction with the wildlife watching experience in the Park. Focus group discussions with nine different stakeholder groups identified major traffic related problems that participants agreed needed to be addressed and an extensive range of suggestions for improving perceived traffic congestion problems. Applying a Delphi process to these suggestions resulted in a high level of consensus across all stakeholder groups regarding actions management should take to address traffic problems in the Park.

Elevating the park experience: Exploring asymmetric relationships in visitor satisfaction at Canadian national parks

Elevating the park experience: Exploring asymmetric relationships in visitor satisfaction at Canadian national parks