Faktor Mempengaruhi Sikap Pelanggan Dan Niat Melawat Semula Di Inap Desa Kundasang, Sabah
Abstract
Kajian mengenai niat menginap semula telah menarik perhatian penting daripada pengkaji lepas dan para sarjana. Secara khusus, kajian ini menyiasat secara empirikal pengaruh persepsi ketulenan, persepsi nilai, persepsi risiko, komunikasi elektronik dari mulut ke mulut, dan kepekaan harga terhadap niat mengunjungi semula homestay di Kundasang, Sabah. Kesan pengantara sikap tinggal di inap desa terhadap hubungan antara pembolehubah telah diuji. Data yang dikumpul daripada 178 pelawat homestay dianalisis menggunakan pendekatan pemodelan persamaan struktur kuasa dua terkecil separa (PLS-SEM) yang disokong oleh SmartPLS. Hasilnya mendedahkan bahawa persepsi ketulenan, risiko dan komunikasi elektronik dari mulut ke mulut secara signifikan mempengaruhi niat lawatan semula, manakala nilai persepsi dan sensitiviti harga tidak mempunyai kesan yang ketara. Tambahan pula, didapati bahawa sikap pelanggan menjadi pengantara hubungan antara nilai yang dirasakan, kepekaan harga, dan niat melawat semula.
References
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Chan, W. (2001). Customer Satisfaction and Behavioral Intentions: Impact of Tour Service Performance on Group Cohesion. Hong Kong: The Hong Kong Polytechnic University.
Chen, S. (2012)., Symptoms of Stress Related to The Characteristics of Customer Service In Warehouse Superstores, Journal of Retailing and Consumer Services, Vol. 19 No. 2, pp. 202-210.
Chew, E. Y., & Siti Aqilah Jahari. (2014). Destination image as a mediator between perceived risks and revisit intention: A case of post-disaster Japan. Tourism Management, 40, 382-393.
Chhabra, D., Healy, R., & Sills, E. (2003). Staged authenticity and heritage tourism. Annals of Tourism Research, 30 (3), 702–719.
Chiu, C. M., Wang, E. T., Fang, Y. H., & Huang, H. Y. (2014). Understanding customers' repeat purchase intentions in B2C e-commerce: The role of utilitarian value, hedonic value, and perceived risk. Information Systems Journal, 24 (1), 85-114.
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Fuchs, M., & Weiermair, K. (2003). New Perspectives of Satisfaction Research in Tourism Destination. Tourism Review, 58 (3), 6-14.
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Jalilvand, M. R., & Samiei, N. (2012). The effect of electronic word of mouth on brand image and purchase intention: An empirical study in the automobile industry in Iran. Marketing Intelligence & Planning, 30 (4), 460-476.
Johnson, M.S., Garbarino, E. and Sivadas, E. (2006), Influences of customer differences of loyalty, perceived risk and category experience on customer satisfaction ratings, International Journal of Market Research, Vol. 48 No. 5, pp. 601-622
Kashyap, R., & Bojanic, D. C. (2000). A structural analysis of value, quality, and price perceptions of business and leisure travelers. Journal of Travel Research, 39 (1), 45–51.
Kim, S. J., Wang, R. J.-H., Maslowska, E., & Malthouse, E. C. (2016). “Understanding a fury in your words”: The effects of posting and viewing electronic negative word-of-mouth on purchase behaviors. Computers in Human Behavior, 54, 511-521.
Kotler, P., Keller, K. L., Ancarani, F., & Costabile, M. (2014). Marketing Management (14 ed.). Pearson.
Kozak, M., & Rimmington, M. (2000). Tourist Satisfaction with Mallorca, Spain, as an Off-season Holiday Destination. Journal of Travel Research, 38, 260- 269.
Liang, L. J., Choi, C. H., & Joppe, M. (2018). Understanding Repurchase Intention of Airbnb Consumers: Perceived Authenticity, Electronic Word-of-Mouth, and Price Sensitivity. Journal of Travel & Tourism Marketing, 35 (1), 73- 89.
Litvin, S. W., Goldsmith, R. E., & Pan, B. (2008). Electronic word-of-mouth in Hospitality and Tourism Management. Tourism Management, 29 (3), 458-468.
MacCannell, D. (1973). Staged authenticity: Arrangements of social space in tourist settings. American Journal of Sociology, 79 (3), 589–603.
Maznah Mat Kasim, Kalsom Kayat, Razamin Ramli, & Rohaini Ramli. (2016). Sustainability Criteria for the Malaysia Homestay Program. International Review of Management and Marketing, 6 (S7), 250-255.
McKinnon, D. (2008). Introduction to Statistical Mediation Analysis. New York: Erlbaum.
Oglethorpe, J. E., & Monroe, K. B. (1987). Risk perception and risk acceptability in consumer behavior: Conceptual issues and an agenda for future research. AMA Winter Marketers Educators’ Conference, (pp. 255–260).
Oliver, R. L. (2010). Satisfaction: A Behavioural Perspective on Consumer. ME Sharpe.
Olsen, S.O. (2002)., Comparative evaluation and the relationship between quality, satisfaction, and repurchase loyalty, Journal of the Academy of Marketing Science, Vol. 30 No. 3, pp. 240-249.
Opermann, M. (2000). Tourism Destination Loyalty. Journal of Travel Research, 39, 78-84.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1998). Servqual. Journal of Retailing, 64 (1), 12-40.
Petrick, J. F. (2005). Are loyal visitors desired visitors. Tourism Management, 25, 463-470.
Quintal, V. A., & Polczynski, A. (2010). Factors influencing tourists' revisit intentions. Asia Pacific Journal of Marketing and Logistics, 22 (4), 554-578.
Sekaran, U., & Bougie, U. (2009). Research Methods for Business: A Skill Building Approach. United Kingdom: John Wiley & Sons Ltd.
Silverstein, Michael J., Neil Fiske, and John Butman. (2005)., Trading Up: Why Consumers Want New Luxury Goods and How Companies Create Them, New York: Portfolio.
Smith, D., Menon, S., & Sivakumar, K. (2005). Online Peer and Editorial Recommendations, Trust, and Choice in Virtual Market. Journal of Interactive Marketing, 19 (3), 15-37.
Steiner, C. J., & Reisinger, Y. (2006). Understanding existential authenticity. Annals of Tourism Research, 33 (2), 299–318.
Stephen, A. T., & Lehmann, D. R. (2009). Why do people transmit word-of-mouth? The effect of recipient and relationship charactersitics on transmission behaviors. New York: Columbia.
Tian-Cole, S. and Cromption, J. (2003), A conceptualization of the relationships between service quality and visitor satisfaction, and their links to destination selection, Leisure Studies, Vol. 22 No. 1, pp. 65-80.
Trusov, M., Bucklin, R. E., & Pauwels, K. (2009). Effects of word-of-mouth versus Traditional Marketing: Findings from internet Social Networking Site. Journal of Marketing, 73 (5), 90-102.
Tussyadiah, I. P., & Pesonen, J. (2015). Impacts of peer-to-peer accommodation use on travel patterns. Journal of Travel Research, 1-19.
Um, S., Chon, K., & Ro, Y. (2006). Antecedents of Revisit Intention. Annals of Tourism Research, 33 (4), 1141-1158.
Van Doom, J., Lemon, K. N., Mass, S., Pick, D., Pimer, P., & Verhoef, P. C. (2010). Customer engagement behavior: Theoretical foundations and research directions. Journal of Service Research, 13 (3), 253-266.
Wang, N. (1999). Rethinking authenticity in tourism experience. Annals of Tourism Research, 26 (2), 349–370.
Wilkie, William L. (1994), Consumer Behavior, New York: John Wiley & Sons
Wu, W. Y., & Chang, M. L. (2007). The role of risk attitude on online shopping: Experience, customer satisfaction, and repurchase intention. Social Behavior and Personality, 35 (4), 453–468.
Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and value: a means- end model and synthesis of evidence. Journal of Marketing, 52 (3), 2-22.
Zhu, F., & Zhang, X. (2010). Impact of online consumer reviews on sales: The moderating role of product and consumer characteristics. Journal of Marketing, 74 (2), 133-14
Ajzen, I. (1991). The Theory of Planned Behavior. Organizational behavior and human decision processes, 50 (2), 179-211.
Arndt, J. (1967). Role of Product-Related Conversations in the Diffusion of New Product. Journal of Marketing Research, 4 (August), 291-295.
Baker, D., & Crompton, J. (2000). Satisfaction, and Behavioral Intentions. Annals of Tourism Research, 27, 785-804.
Bataineh, A. Q. (2015). The Impact of Perceived e-WOM on Purchase Intention: The Mediating Role of Corporate Image. International Journal of Marketing Studies, 7 (1), 126-137.
Baur, R. A. (1960). Consumer behavior as risk taking. In R. S. Hancock, Dynamic marketing for a changing world. Chicago: American Marketing Association.
Bigne, J. E., Sanchez, M. I., & Sanchez, J. (2001). The role of variety seeking in short and long run revisit intentions in holiday destinations. Tourism Management, 22 (6), 607-616.
Blazevic, V., Hammedi, W., Garnefeld, I., Rust, R., Keiningham, T., Andreassen, T., Carl, W. (2013). Beyond traditional word-of-mouth: an expanded model of customer-driven influence. Journal of Service Management, 24 (3), 294-313.
Bowen, D. (2001). Antecedents of Consumer Satisfaction and Dissatisfaction (SC/D) on Long-Haul Inclusive Tours: A Reality Check on Theoretical Considerations. Tourism Management, 22, 49-61.
Chan, W. (2001). Customer Satisfaction and Behavioral Intentions: Impact of Tour Service Performance on Group Cohesion. Hong Kong: The Hong Kong Polytechnic University.
Chen, S. (2012)., Symptoms of Stress Related to The Characteristics of Customer Service In Warehouse Superstores, Journal of Retailing and Consumer Services, Vol. 19 No. 2, pp. 202-210.
Chew, E. Y., & Siti Aqilah Jahari. (2014). Destination image as a mediator between perceived risks and revisit intention: A case of post-disaster Japan. Tourism Management, 40, 382-393.
Chhabra, D., Healy, R., & Sills, E. (2003). Staged authenticity and heritage tourism. Annals of Tourism Research, 30 (3), 702–719.
Chiu, C. M., Wang, E. T., Fang, Y. H., & Huang, H. Y. (2014). Understanding customers' repeat purchase intentions in B2C e-commerce: The role of utilitarian value, hedonic value, and perceived risk. Information Systems Journal, 24 (1), 85-114.
Choi, Y.H. and Choo, H.J. (2016), Effects of Chinese consumers’ relationship benefits and satisfaction on attitudes toward foreign fashion brands: the moderating role of country of salesperson, Journal of Retailing and Consumer Services, Vol. 28, pp. 99-106.
Cohen, J., & Cohen, P. (2003). Applied Multiple Regression/ Correlation analysis for the behavioral Sciences. Mahwah, NJ: Erlbaum.
Dodds, W. B., & Monroe, K. B. (1985). The effect of brand and price information on subjective product evaluations. ACR North American Advances, 12 (1), 85– 90.
Ekinci, Y., Dawes, P.L. and Massey, G.R. (2008), An extended model of the antecedents and consequences of consumer satisfaction for hospitality services, European Journal of Marketing, Vol. 42 Nos 1/2, pp. 35-68.
Fuchs, M., & Weiermair, K. (2003). New Perspectives of Satisfaction Research in Tourism Destination. Tourism Review, 58 (3), 6-14.
Grayson, K., & Martinec, R. (2004). Consumer perceptions of iconicity and indexicality and their influence on assessments of authentic market offerings. Journal of Consumer Research, 31 (2), 296-312.
Guttentag, D. (2013). Airbnb: Disruptive innovation and the rise of an informal tourism accommodation sector. Current Issues in Tourism, 18 (12), 1-26.
Hair, J. F., Ringle, G. T., & Sarstedt, C. M. (2017). A Primer on Partial Least Squares Structural Equation Modelling (PLS-SEM) (2nd ed.). Thousand Oaks: Sage.
Harris, L.C. and Goode, M.M. (2004), The four levels of loyalty and the pivotal role of trust: a study of online service dynamics, Journal of Retailing, Vol. 80 No. 2, pp. 139-158.
Hellier, P. K., Geursen, G. M., Carr, R. A., & Rickard, J. A. (2003). Customers repurchase intention: a general structural equation model. European Journal of Marketing, 37 (11/12), 1762-1800.
Jalilvand, M. R., & Samiei, N. (2012). The effect of electronic word of mouth on brand image and purchase intention: An empirical study in the automobile industry in Iran. Marketing Intelligence & Planning, 30 (4), 460-476.
Johnson, M.S., Garbarino, E. and Sivadas, E. (2006), Influences of customer differences of loyalty, perceived risk and category experience on customer satisfaction ratings, International Journal of Market Research, Vol. 48 No. 5, pp. 601-622
Kashyap, R., & Bojanic, D. C. (2000). A structural analysis of value, quality, and price perceptions of business and leisure travelers. Journal of Travel Research, 39 (1), 45–51.
Kim, S. J., Wang, R. J.-H., Maslowska, E., & Malthouse, E. C. (2016). “Understanding a fury in your words”: The effects of posting and viewing electronic negative word-of-mouth on purchase behaviors. Computers in Human Behavior, 54, 511-521.
Kotler, P., Keller, K. L., Ancarani, F., & Costabile, M. (2014). Marketing Management (14 ed.). Pearson.
Kozak, M., & Rimmington, M. (2000). Tourist Satisfaction with Mallorca, Spain, as an Off-season Holiday Destination. Journal of Travel Research, 38, 260- 269.
Liang, L. J., Choi, C. H., & Joppe, M. (2018). Understanding Repurchase Intention of Airbnb Consumers: Perceived Authenticity, Electronic Word-of-Mouth, and Price Sensitivity. Journal of Travel & Tourism Marketing, 35 (1), 73- 89.
Litvin, S. W., Goldsmith, R. E., & Pan, B. (2008). Electronic word-of-mouth in Hospitality and Tourism Management. Tourism Management, 29 (3), 458-468.
MacCannell, D. (1973). Staged authenticity: Arrangements of social space in tourist settings. American Journal of Sociology, 79 (3), 589–603.
Maznah Mat Kasim, Kalsom Kayat, Razamin Ramli, & Rohaini Ramli. (2016). Sustainability Criteria for the Malaysia Homestay Program. International Review of Management and Marketing, 6 (S7), 250-255.
McKinnon, D. (2008). Introduction to Statistical Mediation Analysis. New York: Erlbaum.
Oglethorpe, J. E., & Monroe, K. B. (1987). Risk perception and risk acceptability in consumer behavior: Conceptual issues and an agenda for future research. AMA Winter Marketers Educators’ Conference, (pp. 255–260).
Oliver, R. L. (2010). Satisfaction: A Behavioural Perspective on Consumer. ME Sharpe.
Olsen, S.O. (2002)., Comparative evaluation and the relationship between quality, satisfaction, and repurchase loyalty, Journal of the Academy of Marketing Science, Vol. 30 No. 3, pp. 240-249.
Opermann, M. (2000). Tourism Destination Loyalty. Journal of Travel Research, 39, 78-84.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1998). Servqual. Journal of Retailing, 64 (1), 12-40.
Petrick, J. F. (2005). Are loyal visitors desired visitors. Tourism Management, 25, 463-470.
Quintal, V. A., & Polczynski, A. (2010). Factors influencing tourists' revisit intentions. Asia Pacific Journal of Marketing and Logistics, 22 (4), 554-578.
Sekaran, U., & Bougie, U. (2009). Research Methods for Business: A Skill Building Approach. United Kingdom: John Wiley & Sons Ltd.
Silverstein, Michael J., Neil Fiske, and John Butman. (2005)., Trading Up: Why Consumers Want New Luxury Goods and How Companies Create Them, New York: Portfolio.
Smith, D., Menon, S., & Sivakumar, K. (2005). Online Peer and Editorial Recommendations, Trust, and Choice in Virtual Market. Journal of Interactive Marketing, 19 (3), 15-37.
Steiner, C. J., & Reisinger, Y. (2006). Understanding existential authenticity. Annals of Tourism Research, 33 (2), 299–318.
Stephen, A. T., & Lehmann, D. R. (2009). Why do people transmit word-of-mouth? The effect of recipient and relationship charactersitics on transmission behaviors. New York: Columbia.
Tian-Cole, S. and Cromption, J. (2003), A conceptualization of the relationships between service quality and visitor satisfaction, and their links to destination selection, Leisure Studies, Vol. 22 No. 1, pp. 65-80.
Trusov, M., Bucklin, R. E., & Pauwels, K. (2009). Effects of word-of-mouth versus Traditional Marketing: Findings from internet Social Networking Site. Journal of Marketing, 73 (5), 90-102.
Tussyadiah, I. P., & Pesonen, J. (2015). Impacts of peer-to-peer accommodation use on travel patterns. Journal of Travel Research, 1-19.
Um, S., Chon, K., & Ro, Y. (2006). Antecedents of Revisit Intention. Annals of Tourism Research, 33 (4), 1141-1158.
Van Doom, J., Lemon, K. N., Mass, S., Pick, D., Pimer, P., & Verhoef, P. C. (2010). Customer engagement behavior: Theoretical foundations and research directions. Journal of Service Research, 13 (3), 253-266.
Wang, N. (1999). Rethinking authenticity in tourism experience. Annals of Tourism Research, 26 (2), 349–370.
Wilkie, William L. (1994), Consumer Behavior, New York: John Wiley & Sons
Wu, W. Y., & Chang, M. L. (2007). The role of risk attitude on online shopping: Experience, customer satisfaction, and repurchase intention. Social Behavior and Personality, 35 (4), 453–468.
Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and value: a means- end model and synthesis of evidence. Journal of Marketing, 52 (3), 2-22.
Zhu, F., & Zhang, X. (2010). Impact of online consumer reviews on sales: The moderating role of product and consumer characteristics. Journal of Marketing, 74 (2), 133-14
Published
2023-03-31
How to Cite
ALI, Syarifah Hanum; SULIMAT, Kamiliah @ Kamaliah.
Faktor Mempengaruhi Sikap Pelanggan Dan Niat Melawat Semula Di Inap Desa Kundasang, Sabah.
International Journal of Advanced Research in Education and Society, [S.l.], v. 5, n. 1, p. 103-116, mar. 2023.
ISSN 2682-8138.
Available at: <https://myjms.mohe.gov.my/index.php/ijares/article/view/21985>. Date accessed: 29 sep. 2023.
Section
Articles
