Enhancing Tourist Visitation Through Establishing Repatronage Behavior
Keywords:
Consumption Emotions, Destination image, Price Rationality, Repatronage Behavior, Satisfaction, Service QualityAbstract
This research uses Osman's (1993) theory, namely the idea of ​​repeat purchases in stores giving rise to the concept of Repatronage Behavior. Over time, this concept was gradually applied to various service industries. Against this background, this research aims to examine the influence of repatronage behavior which is influenced by service quality, consumption emotions, satisfaction and price fairness. The population is tourists who visit the city of Solo with sampling using a purposive sampling method of 100 samples while hypothesis testing uses multiple regression analysis. The results of this research prove that the variables of destination image, consumption emotions, satisfaction have a positive or significant effect on repatronage behavior, while the variables of service quality and price rationality do not have a positive and insignificant effect on repatronage behavior
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Wang, C., & Wu, L., 2012. Customer loyalty and the role of relationship length. Manag. ServQual: An Inter. J. 22 (1), 58-74. http://refhub.elsevier.com/S0969-6989(17)30025-5/sbref81
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Yang, H. W., & Chang, K. F. (2011). A Comparison of Service Experience on Repatronage Intention Between Department Stores and Hypermarkets in Taiwan. African Journal of Business Management. Vol.5, No.19, pp.7818-7827.
Zeithaml, V.A. (1988). Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence. Journal of marketing. Vol. 52, No. 3, pp. 2-22. https://doi.org/10.2307/1251446.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. The Journal of Marketing. Vol.60, No.2, pp.31–46. Retrieved from http://www.jstor.org/stable/10.2307/1251929
Anderson, E. W., Fornell, Claes, & Lehmann, Donald (1994). Customer Satisfaction, Market Share, and Profitability. Journal of Marketing, 58(3), 53-66.
Andreassen , T. W., & Lervik, L. (1999). Perceived Relative Attractiveness Today and Tomorrow as Predictors of Future Repurchase Intention. Journal of Service Research, 2(2), 164-179.
Anggraeni, P.W.P., Antara.M., Sari, R.P.N., (2022). Pengaruh Daya Tarik Wisata Dan Citra Destinasi Terhadap Niat Berkunjung Kemabali Yang Di Mediasi, Jurnal JUMPA, Vol.9 No.1,pp. 179-197
Carpenter, JM, 2008. Consumer shopping value, satisfaction and loyalty in discount retailing. J. Retail. Consum. Serv. 15 (5), 358-363.
Chiou, J. S., & Droge, C. (2006). Service quality, trust, specific asset investment, and expertise: Direct and indirect effects in a satisfaction-loyalty framework. Journal of the academy of marketing science, 34(4), 613.
Cronin, J. J., and Taylor, S. A. (1994). SERVPERF versus SERVQUAL: reconciling performancebased and perceptions-minus-expectations measurement of service quality. Journal of Marketing, 58(1), 125–131.
Dhurup, M., Mafini, C., & Dumasi, T. (2014). The impact of packaging, price and brand awareness on brand loyalty: Evidence from the paint retailing industry. Acta Commercii, 14(1), 1-9
Donovan, R. and Rossiter, J. (1982), “Store atmosphere: an environmental psychology approachâ€ÂÂÂÂÂ, Journal of retailing, Vol. 58, No. 1, pp. 34-57.
Grace, D. and O’Cass, A. (2005). An examination of the antecedents of repatronage intentions across different retail store formats. Journal of Retailing and Consumer Services. Vol. 12, No. 4, pp. 227-243. https://doi.org/10.1016/j.jretconser.2004.08.001.
Gremler, D. D., & Gwinner, K. P. (2000). Customer-employee rapport in service relationships. Journal of Service Research, 3(1), 82-104.
Gustia, A. E., & Putra, T. (2021). Citra Destinasi Pantai Padang Sebagai Daerah Tujuan Wisata di Sumatera Barat. Jurnal Kajian Pariwisata Dan Bisnis Perhotelan, 2(1), 7-12.
Han, H. and Jeong, C. (2013). Multi-dimensions of patrons’ emotional experiences in upscale restaurants and their role in loyalty formation: Emotion scale 51 improvement. International Journal of Hospitality Management, Vol. 32, pp. 59-70. https://doi.org/10.1016/j.ijhm.2012.04.004.
Han, H., Back, K. J., & Barrett, B. (2009). Influencing factors on restaurant customers’ revisit intention: The roles of emotions and switching barriers. International journal of hospitality management. Vol.28, No.4, pp.563-572, https://doi.org/10.1016/j.ijhm.2009.03.005.
Kim, Y. H., & Bae, M. E. (2005). The Effect of Perceived Justice on Customer Satisfaction and Repurchase Intention in the Discount Stores Service Recovery. Journal of Distribution Science. Vol.3, No.1, pp.23-42.
Kim, E. L. (2012). Understanding Hotel Re-patronage Intention: Application of Customer Equity. Purdue University.
Latif, W. B., Islam, M. A., Mohamad, M., Sikder, M. A. H., & Ahmed, I. (2015). A conceptual framework of brand image on customer-based brand equity in the hospitality industry at Bangladesh : tourism management and advertising as moderators. Journal of Scientific Research and Development. Vol.2, No.11, pp.1–16.
Lewis, B. R., & Soureli, M. (2006). The antecedents of consumer loyalty in retail banking. Journal of Consumer Behaviour: An International Research Review. Vol.5, No.1, pp.15-31.
Liao, C., Palvia, P., & Chen, J. L. (2009). Information Technology Adoption Behavior Life Cycle: Toward a Technology Continuance Theory (TCT). International Journal of Information Management. Vol.29, No.4, pp.309-320.
Muis, R.S., Gultom, K.D., Jufrizen., & Azhar,E.M. (2020). Citra Destinasi,Kepuasaan Dan Loyalitas Wisatawan, Jurnal Ilmiah Manajemen Dan Bisnis. Vol.21 No.1, pp. 1-1
Oliver, R.L. (1993). Cognitive, affective, and attribute bases of the satisfaction response. Journal of consumer research. Vol. 20, No. 3, pp. 418-430, https://doi.org/10.1086/209358
Osman, M. Z. (1993). A Conceptual Model of Retail Image Influence on Loyalty Patronage Behavior. International Review of Retail, Distribution and Consumer Research. Vol.3, No.2, pp.133-148.
Prayag, G., Khoo-Latimoore, C. & Sitruk , J. (2015). Causal dining on the French Riviera: examining the relationship beetween visitor’s perceived quality, postive emotions, and behavioral intrntions. Journal of Hospitaly Marketing and Management. Vol. 24, No.1, pp. 24-46. https://doi.org/10.1080/19368623.2014.859114
Ryu, K., Han, H. & Jang, S. (2010). Relationships among hedonic and utilitarian values, satisfaction and behavioral intentions in the fast-casual restaurant industry. International Journal of Contemporary Hospitality Management. Vol. 22, No. 3, pp. 416-432. https://doi.org/10.1108/09596111011035981.
Sánchez-Fernández, R. & Iniesta-Bonillo, M.ÃÂÂÂÂÂ. (2007). The concept of perceived value: a systematic review of the research. Marketing theory. Vol. 7, No. 4, pp. 427-451. https://doi.org/10.1177/1470593107083165.
Sugiyono. (2015). Metode Penelitian Pendidikan Pendekatan Kuantitatif, Kualitatif dan R&D. Bandung: Alfabeta.
Sugiyono. (2018). Metode Penelitian Manajemen. Bandung: Alfabeta.
Sulaiman, S., & Haron, M. S. (2013). Foodscape and Customer’s Future Behavioral Intentions in Casual Dining Restaurant. Journal of Economics, Business and Management. Vol.1, No.1, pp.94–97, http://doi.org/10.7763/JOEBM.2013.V1.22.
Wang, C., & Wu, L., 2012. Customer loyalty and the role of relationship length. Manag. ServQual: An Inter. J. 22 (1), 58-74. http://refhub.elsevier.com/S0969-6989(17)30025-5/sbref81
Westbrook, R.A. & Oliver, R.L. (1991). The dimensionality of consumption emotion patterns and consumer satisfaction. Journal of consumer research. Vol. 18, No. 1, pp. 84-91. https://doi.org/10.1086/209243
Yang, H. W., & Chang, K. F. (2011). A Comparison of Service Experience on Repatronage Intention Between Department Stores and Hypermarkets in Taiwan. African Journal of Business Management. Vol.5, No.19, pp.7818-7827.
Zeithaml, V.A. (1988). Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence. Journal of marketing. Vol. 52, No. 3, pp. 2-22. https://doi.org/10.2307/1251446.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. The Journal of Marketing. Vol.60, No.2, pp.31–46. Retrieved from http://www.jstor.org/stable/10.2307/1251929
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Published
2024-01-31
How to Cite
Yulandari, A. (2024). Enhancing Tourist Visitation Through Establishing Repatronage Behavior. Journal of Management Science (JMAS), 7(1), 588. Retrieved from https://www.exsys.iocspublisher.org/index.php/JMAS/article/view/447
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