Influence of Service Quality and Customer Satisfaction and Loyalty Trust Foreign Tourists Visit the Attractions in East Java Indonesia

Bambang Purwoko Kusumo Bintoro

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Customer Service Quality and Loyalty Diverse Aspects of Tourism Research Consumer Behavior and Marketing Influence

Abstract

The existence of a tourism ambassador in the country can not be separated from the Surabaya history of Ning and Cak as well as window barometer and Indonesia, Surabaya birth Cak and Ning does not take a long time to be followed by other affluent areas that until now have been prevalent throughout Indonesia. Existence Cak and Ning of Surabaya can be said to contribute to the foreign tourists to come to East Java. Moreover, the program "Surabaya Sparkling " able to make Surabaya hotel occupancy increased along with the number of domestic and foreign travelers. All boils down to the quality of services that can provide satisfaction to create trust, which in turn created loyalty foreigners. This study aims to analyze whether the quality of service and customer satisfaction and loyalty affect the confidence of foreign tourists to visit tourist attraction in East Java. The sample in this study amounted to 286 and data processing using Structural Equation Modeling (SEM) supported SPSS version 12 and AMOS version 18. The results of this study are: (1) Quality of service affect the confidence of foreign tourists to visit tourist attraction in East Java, (2) service quality affects customer loyalty international tourists make a visit to a tourist attraction in East Java with confidence as mediation, (3) influence consumer satisfaction confidence of foreign tourists to visit tourist attraction in East Java, (4) consumer satisfaction affects customer loyalty international tourists make a visit to a tourist attraction in East Java with confidence as mediation and ( 5) Confidence affect the loyalty of foreign tourists to visit tourist attraction in East Java.

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References

1992A National Customer Satisfaction Barometer: The Swedish Experience 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses 1990Delivering quality service: balancing customer perceptions and expectations 1993Factors Affecting Trust in Market Research Relationships 1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality 2012Metode Penelitian Bisnis 2006Metode Penelitian Manajemen : Pedoman Penelitian untuk Penulisan Skripsi Tesis dan Desrtasi Ilmu Manajemen 1999LOYALITAS PELANGGAN: SEBUAH KAJIAN KONSEPTUAL SEBAGAI PANDUAN BAGI PENELITI

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