The Influence of Servicescape Toward the Customer Experience in Enhancing Tourist Revisit Intention

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Published: Jul 2, 2023
DOI: https://doi.org/10.31580/apss.v11i1.2798
Keywords:
Customer Experience, Generations Y and Z, Scervicescape, Tourist Revisit Intention

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Maria Francisca Lies Ambarwati
Management Department, BINUS Business School Doctor of Research in Management, Bina Nusantara University, Jakarta 11480, Indonesia
https://orcid.org/0009-0000-5264-8915
Idris Gautama So
Management Department, BINUS Business School Doctor of Research in Management, Bina Nusantara University, Jakarta 11480, Indonesia
Sri Bramantoro Abdinagoro
Management Department, BINUS Business School Doctor of Research in Management, Bina Nusantara University, Jakarta 11480, Indonesia
https://orcid.org/0000-0002-8010-6571
Yosef Dedy Pradipto
Management Department, BINUS Business School Doctor of Research in Management, Bina Nusantara University, Jakarta 11480, Indonesia

Abstract

This study aims to analyze the impact of Servicescape on Customer Experience and Tourist Revisit Intention in trendy tourist destinations, utilizing a quantitative approach. The primary data for this study were collected from 160 respondents belonging to Generations Y and Z, who had visited various tourist destinations across multiple locations in Indonesia. The random sampling technique was employed to select the participants. The collected data were processed using SEM-PLS programs. The findings of this study reveal a positive and significant influence of Servicescape on Customer Experience. Additionally, Servicescape demonstrates a positive and significant effect on Tourist Revisit Intention, while Customer Experience also exhibits a positive and significant impact on Tourist Revisit Intention. Furthermore, Servicescape exhibits a positive and significant effect on Tourist Revisit Intention, mediated by Customer Experience. In conclusion, this study highlights that an enhanced level of Customer Experience positively influences Tourist Revisit Intention. Moreover, the higher the level of Customer Experience, the greater the increase in Tourist Revisit Intention.

Article Details

Issue
Vol. 11 No. 1 (2023): ASIA Proceedings of Social Sciences
Section
Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

Author Biographies

Maria Francisca Lies Ambarwati, Management Department, BINUS Business School Doctor of Research in Management, Bina Nusantara University, Jakarta 11480, Indonesia

This study aims to analyze the impact of Servicescape on Customer Experience and Tourist Revisit Intention in trendy tourist destinations, utilizing a quantitative approach. The primary data for this study were collected from 160 respondents belonging to Generations Y and Z, who had visited various tourist destinations across multiple locations in Indonesia. The random sampling technique was employed to select the participants. The collected data were processed using SEM-PLS programs. The findings of this study reveal a positive and significant influence of Servicescape on Customer Experience. Additionally, Servicescape demonstrates a positive and significant effect on Tourist Revisit Intention, while Customer Experience also exhibits a positive and significant impact on Tourist Revisit Intention. Furthermore, Servicescape exhibits a positive and significant effect on Tourist Revisit Intention, mediated by Customer Experience. In conclusion, this study highlights that an enhanced level of Customer Experience positively influences Tourist Revisit Intention. Moreover, the higher the level of Customer Experience, the greater the increase in Tourist Revisit Intention.

Idris Gautama So, Management Department, BINUS Business School Doctor of Research in Management, Bina Nusantara University, Jakarta 11480, Indonesia

This study aims to analyze the impact of Servicescape on Customer Experience and Tourist Revisit Intention in trendy tourist destinations, utilizing a quantitative approach. The primary data for this study were collected from 160 respondents belonging to Generations Y and Z, who had visited various tourist destinations across multiple locations in Indonesia. The random sampling technique was employed to select the participants. The collected data were processed using SEM-PLS programs. The findings of this study reveal a positive and significant influence of Servicescape on Customer Experience. Additionally, Servicescape demonstrates a positive and significant effect on Tourist Revisit Intention, while Customer Experience also exhibits a positive and significant impact on Tourist Revisit Intention. Furthermore, Servicescape exhibits a positive and significant effect on Tourist Revisit Intention, mediated by Customer Experience. In conclusion, this study highlights that an enhanced level of Customer Experience positively influences Tourist Revisit Intention. Moreover, the higher the level of Customer Experience, the greater the increase in Tourist Revisit Intention.

Sri Bramantoro Abdinagoro, Management Department, BINUS Business School Doctor of Research in Management, Bina Nusantara University, Jakarta 11480, Indonesia

This study aims to analyze the impact of Servicescape on Customer Experience and Tourist Revisit Intention in trendy tourist destinations, utilizing a quantitative approach. The primary data for this study were collected from 160 respondents belonging to Generations Y and Z, who had visited various tourist destinations across multiple locations in Indonesia. The random sampling technique was employed to select the participants. The collected data were processed using SEM-PLS programs. The findings of this study reveal a positive and significant influence of Servicescape on Customer Experience. Additionally, Servicescape demonstrates a positive and significant effect on Tourist Revisit Intention, while Customer Experience also exhibits a positive and significant impact on Tourist Revisit Intention. Furthermore, Servicescape exhibits a positive and significant effect on Tourist Revisit Intention, mediated by Customer Experience. In conclusion, this study highlights that an enhanced level of Customer Experience positively influences Tourist Revisit Intention. Moreover, the higher the level of Customer Experience, the greater the increase in Tourist Revisit Intention.

Yosef Dedy Pradipto , Management Department, BINUS Business School Doctor of Research in Management, Bina Nusantara University, Jakarta 11480, Indonesia

This study aims to analyze the impact of Servicescape on Customer Experience and Tourist Revisit Intention in trendy tourist destinations, utilizing a quantitative approach. The primary data for this study were collected from 160 respondents belonging to Generations Y and Z, who had visited various tourist destinations across multiple locations in Indonesia. The random sampling technique was employed to select the participants. The collected data were processed using SEM-PLS programs. The findings of this study reveal a positive and significant influence of Servicescape on Customer Experience. Additionally, Servicescape demonstrates a positive and significant effect on Tourist Revisit Intention, while Customer Experience also exhibits a positive and significant impact on Tourist Revisit Intention. Furthermore, Servicescape exhibits a positive and significant effect on Tourist Revisit Intention, mediated by Customer Experience. In conclusion, this study highlights that an enhanced level of Customer Experience positively influences Tourist Revisit Intention. Moreover, the higher the level of Customer Experience, the greater the increase in Tourist Revisit Intention.

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