The Role of Tourists' Emotional Experiences in Recommending Tourist Attractions: A Case Study of Tourist Satisfaction on Onrust Island
DOI:
https://doi.org/10.31334/abiwara.v3i2.2243Keywords:
Emotional Experience, satisfaction, recommendationAbstract
Onrust Island, which is located in the Thousand Islands, is one of the islands that has a high historical value and is declared a protected historic site. Besides museums, on this island there are ruins of a fort, a windmill, cannon, some hajj quarantine building, and graves of VOC legacy. Even though the government has now opened this island as a historical tourist destination, to date, not many people are interested in visiting the island. This research is aimed at answering the questions of what causes Onrust Island to be less recommended by tourists to visit and what solutions must be taken so that Onrust Island can become a recommended tourist destination based on tourist emotional experience. This is a qualitative research with a case study approach. Data collection used semi-structured interviews with 5 domestic travelers and 5 foreign travelers. The aim is to see if there are differences of opinions between domestic travelers and foreign travelers about Onrust Island. The results of this study indicate that the dimensions of tourism product quality consisting of attractions of objects, information, public facilities, human resources, services, cleanliness and accessibility greatly determine the satisfaction or dissatisfaction of tourists. This study also proves that tourists who visit Onrust Island still found a negative emotional experience that is related to dissatisfaction which will result in unwillingness to make recommendations to visit the island.
References
Ali Kazemi et al., (2013). “Analyzing the Effect of Customer Equity on Repurchase Intentionsâ€. International Journal of Academic Research in Business and Social Sciences, Vol. 3, No. 6 ISSN: 2222-6990.
Aprilia, D., Pujiastuti, E. E., & Hadi, L. (2019). Pengaruh Citra Destinasi, E-Wom, Terhadap Kepuasan Wisatawan Dan Kepercayaan (Studi Pada Wisatawan yang berkunjung Tebing Breksi Daerah Istimewa Yogyakarta) Jurnal Dialektika, Volume 4, Nomor 1, 85-95. Februari 2019
Baker, D. A., & Crompton, J. L. (2000). Quality, satisfaction and behavioural intentions. Annals of tourism research, 27(3), 785-804.
Bigné, J. E., Sánchez, M. I., & Sánchez, J. (2001). Tourism image, evaluation variables and after purchase behaviour: Inter-relationship. Tourism Management, 22(6), 607–616.
Coudounaris, D.N., & Sthapit, E. (2017). Antecedents of memorable tourism experience related to behavioral intentions. Psychol. Mark, 34, 1084–1093.
Farida, Y., & Zakky, Z. (2017). Customer Satisfaction In An SME: A Customer Perspective In Perceived Value And Local Brand Image. Rjoas, 11(November), 330–336. https://doi.org/10.18551/rjoas.2017- 11.42
Girish Prayag, Chris Ryan. (2012).Antecedents of Tourists’ Loyalty to Mauritius The Role and Influence of Destination Image, Place Attachment, Personal Involvement, and Satisfaction. May 2012. Journal of Travel Research 51(3):342-356.
Hasan, A. (2015). Tourist Marketing. Yogyakarta : CAPS (Center For Academic Publishing Service).
Jung, D., & Cho, M. -H. (2015). A discovery of the positive travel experience in pre-trip, on-site and post-trip stage. The Routledge Handbook of Health Tourism. New York: Routledge.
Kemenparekraf. (2019). Siaran Pers: Pariwisata Diproyeksikan Jadi Penyumbang Devisa Terbesar Lima Tahun ke Depan. Retrieved Februari 10, 2020, from: https://www.kemenparekraf.go.id/post/siaran-pers-pariwisatadiproyeksikan-jadi- penyumbang-devisa-terbesar-lima-tahun-ke-depan
Kotler, Philip. (2011). Review of Marketing Research: Special Issue. Marketing Legends
ISBN: 978-0-85724-897-8, eISBN: 978-0-85724-898-5, ISSN: 1548-6435. Publication
date: 13 July 2011
Kotler P. & Armstrong G. (2006). Principles of marketing, (11th Ed.) Upper Saddle River: New Jersey: Prentice-Hall.
Kotler, P., & Keller, K. L. (2008). Manajemen pemasaran. Edisi 13. Jilid 1. Jakarta: PT. Gelora Aksara Pratama Erlangga
Lee, C. K, Yoon, Y. S., and Lee, S. K. (2007). “Investigating the relationships among perceived value, satisfaction, and recommendations: The case of the Korean DMZâ€. Tourism Management, 28 (2): 204- 214.
Lewis, Robert.C.Chambers, Richard.E.Chako, Harsha.E (2000). Marketing Leadership in Hospitality: Foundations and Practices. Van Nostrand Reinhold.
Liangi, S. N., D. Susanto. (2010). Analisa Pengaruh Kepuasan atas Atribut Destinasi Wisata Rohani Terhadap ReVisiting Commitment Pengunjung Di Pertapaan Putri Karmel Tumpang Malang, Tugas Akhir, Universitas Kristen Petra, Surabaya.
Lupiyoadi, Rambat dan Ikhsan, Ridho Bramulya. (2015). Praktikum Metode Riset Bisnis, Jakarta: Salemba Empat
Mahadi, Khairul dan Tuwanku M Ridha. (2012) Strategi Pemanfaatan Kawasan Bersejarah Sebagai Kawasan Wisata Studi Kasus: Pulau Onrust, Kabupaten Kepulauan Seribu. Jurnal Planesa Volume 3, Nomor 2 November 2012.
Miles, Matthew B dan Huberman, A. Michael. 1992. Analisis dan Kualitatif: Buku Sumber tentang Metode-Metode Baru. Jakarta: UI Press
Pine II, B.J.; & Gilmore, J.H. (1999). Experience economy: Work is theatre and every business a stage. Boston: Harvard Business School Press
Polit, D. and Hungler, B. (1997). Essentials of nursing research: methods, appraisal, and utilization (4th ed). J.B.Lippincott Company: Philadelphia, Pennsylvania, USA.
Pujiastuti, E. E., Utomo, H. J N., & Novamayanti, R. H. (2020b). Millennial tourists and revisit intention. Management Science Letters, 10, 2889–2896.
Pujiastuti, E. E., Nimran, U.; Suharyono, S., & Kusumawati, A. (2017a). The antecedents of behavioral intention regarding rural tourism destination. Asia Pacific Journal of Tourism Research, 22 (11), 1170-1181.
Razak, Abdur, Suprihardjo Rimadewi. (2013). “Pengembangan Kawasan Pariwisata Terpadu di Kepulauan Seribu†Jurnal Teknik Pomits Vol. 2, No. 1.
Sangadji, E. M., & Sopiah. (2013). Perilaku Konsumen. Yogyakarta: CV. Andi.
Oliver, R. L. (1981). Satisfaction: A behavioural perception on the customer. New York: McGraw-Hill.
Silas, Johan. (1996). Kampung Surabaya Menuju Metropolitan. Surabaya. Yayasan Keluarga Bhakti Surabaya dan Surabaya Post, Surabaya, 1996,
Sugiyono. (2010). Metode Penelitian Pendidikan Pendekatan Kuantitatif, kualitatif, dan R&D. Bandung: Alfabeta.
Sulistiyani, Endang. (2010). “Membangun Loyalitas Wisatawan Melalui Peningkatan Kualitas Obyek Wisata, Promosi dan Kepuasan Wisatawan di Kawasan Wisata Tawangmangu Karanganyarâ€. Jurnal Pengembangan Humaniora, Vol. 10, No. 3, hlm. 161-165.
Titz, K., (2008). Experiential consumption: Affect—emotions—hedonism. Butterworth- Heinemann. Oxford, England.
Tjiptono, Fandy (2008). Strategi Pemasaran, Edisi III, Yogyakarta : CV. Andi Offset.
Tjiptono, Fandy dan Anastasia Diana. (2003). Total Quality Management. Edisi. Revisi.
Yogyakarta: Andi Offset.
Tung, V. W. S., & Ritchie, J. B. (2011). Exploring the essence of memorable tourism experiences. Annals of tourism research, 38(4), 1367-1386.
Wang, Y.-H., Wang, Y.-H., Chiu, J.-H., Liou, J.-Y., & Yu-ShiangYang. (2015). Recreation Benefit, Recreation Experience, Satisfaction, and Revisit Intention – Evidence from Mo Zai Dun Story Island. Journal of Business & Economic Policy,
(2), 53-61.
Yin, R. K. (2006). Case Study Methods. In J. L. Green, G. Camilli, & P. B. Elmore (Eds.), Handbook of complementary methods in education research (pp. 111–122). Lawrence Erlbaum Associates Publishers.
Yoeti, Oka A. (2008). Perencanaan dan Pengembangan Pariwisata. Jakarta: Pradnya Paramita. Zeithaml, V.A., M.J. Bitner, D.D. Gremler. (2013). Services Marketing: Integrating Customer
Focus Across the Firm. 6th Ed. Boston : Mc.Graw-Hill.
Zhang, H., Wu, Y., & Buhalis, D. (2018). A Model of Perceived Image, Memorable Tourism Experiences and Revisit Intention. Journal of Destination Marketing & Management, 8, 326-336.
Government Policies:
Decree of the Governor of DKI Jakarta N. CB. 11/2/16/1972, pertaining to Onrust Island, that is declared a protected historic island
Decree of the Governor of DKI Jakarta No: 134 of 2002, pertaining to Onrust Archaeological Park, that was designated as a UPT within the Department of Culture and Museums of DKI Jakarta Province.
Downloads
Published
Issue
Section
License
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
Copyright Notice
Please find the rights and licenses in Abiwara : Jurnal Vokasi Administrasi Bisnis. By submitting the article/manuscript of the article, the author(s) agree with this policy. No specific document sign-off is required.
1.License
The non-commercial use of the article will be governed by the Creative Commons Attribution license as currently displayed on Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
2.Author(s)' Warranties
The author warrants that the article is original, written by stated author(s), has not been published before, contains no unlawful statements, does not infringe the rights of others, is subject to copyright that is vested exclusively in the author and free of any third party rights, and that any necessary written permissions to quote from other sources have been obtained by the author(s).
3.User Rights
Abiwara : Jurnal Vokasi Administrasi Bisnis, spirit is to disseminate articles published are as free as possible. Under the Creative Commons license, Abiwara : Jurnal Vokasi Administrasi Bisnis permits users to copy, distribute, display, and perform the work for non-commercial purposes only. Users will also need to attribute authors and Abiwara : Jurnal Vokasi Administrasi Bisnis on distributing works in the journal and other media of publications.
4.Co-Authorship
If the article was jointly prepared by more than one author, any authors submitting the manuscript warrants that he/she has been authorized by all co-authors to be agreed on this copyright and license notice (agreement) on their behalf, and agrees to inform his/her co-authors of the terms of this policy. Abiwara : Jurnal Vokasi Administrasi Bisnis will not be held liable for anything that may arise due to the author(s) internal dispute. Abiwara : Jurnal Vokasi Administrasi Bisnis will only communicate with the corresponding author.
5.Miscellaneous
Abiwara : Jurnal Vokasi Administrasi Bisnis will publish the article (or have it published) in the journal if the article’s editorial process is successfully completed. Abiwara : Jurnal Vokasi Administrasi Bisnis editors may modify the article to a style of punctuation, spelling, capitalization, referencing and usage that deems appropriate. The author acknowledges that the article may be published so that it will be publicly accessible and such access will be free of charge for the readers as mentioned in point 3.
Every accepted manuscript should be accompanied by "Copyright Transfer Agreement" prior to the article publication.
