CUSTOMER-PERCEIVED VALUE IN CREATING CUSTOMER SATISFACTION AND REVISIT INTENTION IN SHARIA HOTELS
Abstract
The purpose of this study was to identify the relationship between Islamic service quality, Muslim Customer Perceived Value (MCPV), customer satisfaction, and revisit intention on sharia hotels in Bandung. A systematic random sampling was used to draw sample of 255 customers. The hotel includes Orange Home Sharia, Sharia Narapati Hotel, Cottage Daarul Jannah, Daarul Mutmainah, and MQ Guest House. This research used Structural Equation Modeling to measure the variables of service quality (Gayatri, 2013) and Muslims Customer Perceived Value (MCPV) (Eid and Gohary, 2015) to measure the perceived value variables. Eleven hypotheses were developed and tested using a sample of 255 Muslim tourists. Exploratory and confirmatory factor analysis was used to test the validity of the measures, while the structural equation modeling in hypotheses testing. The strength of the relationship between the constructs indicates that features of the suggested MCPV model are crucial to achieving Muslim customer retention in the tourism industry. Findings also suggest that the availability of the suggested Islamic attributes value, along with conventional value dimensions, could satisfy Muslim tourists when they buy a tourism packageReferences
Akhter. (2010). Service Attribute Satisfaction and Actual Repurchase Behavior: The Mediating Influence of Overall Satisfaction and Purchase Intention. Journal of Satisfaction, Dissatisfaction and Complaning Behavior.
Battour, M. M. (2012). The Mediating Role of Tourist Satisfaction: A Study of Muslim Tourists in Malaysia. Journal of Travel & Tourism Marketing , 279 - 297.
Choi, T. Y. (2001). Determinants of Hotel Guests’ Satisfaction and Repeat Patronage in the Hong Kong Hotel Industry. International Journal of Hospitality Management, 277 - 297.
Cronin, J., & Taylor. (1992). Measuring Service Quality: A Reexamination and Extension. Journal of Marketing , 55 - 68.
Day E, C. M. (2000). Value Assessment: the Antecedent of Customer Satisfaction. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior , 52 - 60.
Duman, T. (2011). Value of Islamic Tourism Offering: Perspectives from the Turkish Experience. World Islamic Tourism Forum. Kuala Lumpur, Malaysia: Global Islamic Tourism Organization.
Eid, R., & El-Gohary, H. (2015). The Role of Islamic Religiosity on the Relationship between Perceived Value and Tourist Satisfaction. Tourism Management , 477 - 488.
Gaffar, V., Setiyorini, & Othman. (2013). Tourism Stakeholdes Analysis in The Implementation of Islamic Quality Standards (IQS) for Hotels in Indonesia and Malaysia. Bandung: UPI.
Heskett JL, S. W. (1997). The Service Profit Chain. New York: The Free Press.Mazursky, P. A. (1983). A Longitudinal Assessment of Consumer Satisfaction/Dissatisfaction: The Dynamic Aspect of the Cognitive Process. Journal of Marketing Research , 393 - 404.
Ozdemir I, M. O. (2012). The Expectations of Muslim Religious Customers in the Lodging Industry: The Case of Turkey. Current Issues in Hospitality and Tourism Research and Innovation , 323 - 328.
Raza, M. S. (2012). Relationship between Service Quality, Perceived Value,Satisfaction and Revisit Intention in Hotel Industry. Interdisciplinary Journal of Contemporary Research in Business , 788-805.
Sanchez J, C. J. (2006). Perceived Value of the Purchase of a Tourism Product. Tourism Management , 394 - 409.
Singh. (2006). The Importance of Customer Satisfaction in Relation to Customer Loyalty and Retention. UCTI Working Paper (pp. 1 - 6). Malaysia: UCTI.
Sofyan, R. (2012). Prospek Bisnis Pariwisata Syariah. Jakarta: Republika.Spiteri JM, D. P. (2004). Customer Value, Overall Satisfaction end-user Loyalty and Market Performance in Detail Intensive Industries. Industrial Marketing Management , 675 - 687.
Zamani-Farahani H, H. J. (2010). Islamic Tourism and Managing Tourism Development in Islamic Societies: The Cases of Iran and Saudi Arabia. International Journal of Tourism Research , 79 - 89.
Zulkharnain, A. &. (2012). Muslim Guest Perception of Value Towards Syariah Concept Hotel. Current Issues in Hospitality and Tourism Research and Innovations.
Journal of Islamic Monetary Economics and Finance is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
