The Relationship between Tourist Satisfaction on Marketing SIM, Information Quality and Service Quality on Tourist Loyalty in The Colorful Village of Malang City

Anibal Mario Joao Indami Crames; Bestio Putra Pratama; Arini Ladystia

doi:10.26905/jt.v3i1.10270

The Relationship between Tourist Satisfaction on Marketing SIM, Information Quality and Service Quality on Tourist Loyalty in The Colorful Village of Malang City

Anibal Mario Joao Indami Crames, Bestio Putra Pratama, Arini Ladystia

Abstract

Malang City Tourism has become one of the tourist destinations favored by visitors, with a good Marketing SIM from tourist destinations, the quality of information provided by these tourist destinations, and the quality of service when tourists visit these tourist destinations. The purpose of this study was to analyze the impact of the existence of a marketing sim, information quality, and service quality on tourist loyalty in the Colorful Village of Malang City through tourist satisfaction. The population in this study were all people who had visited Kampung Warna Warni Malang City, with a total sample of 105 respondents and in this study the data analysis technique used was path analysis. The results of this study found that marketing SIM and service quality had a direct effect on tourist loyalty, while information quality did not have a direct effect on tourist loyalty. The results of this study also showed that marketing SIM, information quality and service quality had an effect on tourist loyalty through tourist satisfaction which can be interpreted that tourist satisfaction really mediates in this study. The conclusion that can be drawn is that tourists who are loyal to the tourist destination of the Colorful Village of Malang City are tourists who are satisfied with the marketing SIM, quality of information, and quality of service in the Colorful Village of Malang City.

Keywords

Marketing Information Systems; Information Quality; Service Quality; Tourist Loyalty; Tourist Satisfaction

Full Text:

PDF

References

Afrina, M., Ibrahim, A., & Simarmata, T. (2016). Pengembangan Sistem Informasi Pariwisata Kota Palembang Berbasis Mobile Android. Sriwijaya Journal of Information Systems.

Alvianna, S., Waris, A., & et al. (2023). Sekilas Destinasi Kota Malang.

Anibal MJ N’dami, C. ;, Syarif, H. ;, Stella, A. ;, Muhammad Danang, S. ;, & Rulli, K. (2021). Prespective of Tourism Development in Bijagos Island ( Guinea-Bissau ) As Well As Community Economic Growth. 9(1), 3766–3773.

Erpurin, W. (2019). Pengaruh Sistem Informasi Pemasaran Dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada Hotel éL Royale Bandung. JIM UPB (Jurnal Ilmiah Manajemen Universitas Putera Batam). https://doi.org/10.33884/jimupb.v7i2.1253

Hair, Jr, J. F. (2015). Essentials of Business Research Methods. In Essentials of Business Research Methods. https://doi.org/10.4324/9781315704562

Hanif, A., Kusumawati, A., & Mawardi, M. (2016). Pengaruh Citra Destinasi Terhadap Kepuasan Wisatawan Serta Dampaknya Terhadap Loyalitas Wisatawan (Studi pada Wisatawan Nusantara yang Berkunjung ke Kota Batu). Jurnal Administrasi Bisnis S1 Universitas Brawijaya.

Hermawan, B. (2011). Pengaruh Kualitas Produk Terhadap Kepuasan, Reputasi Merek Dan Loyalitas Konsumen Jamu Tolak Angin Pt. Sido Muncul. Jurnal Manajemen Teori Dan Terapan| Journal of Theory and Applied Management. https://doi.org/10.20473/jmtt.v4i2.2415

Hernandhi, D. T., Astuti, E. S., & Priambada, S. (2018). Desain Sistem Informasi Pemasaran Berbasis Website Untuk Promosi ( Studi Kasus pada Kedai Ayam Geprak & Sambal Bawang Malang ). Jurnal Administrasi Bisnis.

Hidayatullah, S., Rachmawati, I. K., Aristanto, E., Waris, A., & Patalo, R. G. (2020). Peran Sistem Informasi Pemasaran, Kualitas Pelayanan dan Entrepreneurial marketing serta Kepuasan Terhadap Loyalitas Generasi Milenial Berkunjung ke Tempat Wisata. Jurnal Ilmiah Bisnis Dan Ekonomi Asia. https://doi.org/10.32812/jibeka.v14i1.184

Hidayatullah, Syarif, Alvianna, Stella, & Estikowati, E. (2023). Metodologi Penelitian Pariwisata.

Kartikasari, P. (2017). Pengaruh Kualitas Sistem Informasi Cyber Campus Terhadap Kepuasan dan Loyalitas Mahasiswa STIKOM Surabaya. JATISI (Jurnal Teknik Informatika Dan Sistem Informasi).

Lapalelo, B. (2015). Pengaruh Sistem Informasi Pemasaran Dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Dan Loyalitas Pelanggan (Studi Pada Pt Hasjrat Abadi Manado). Jurnal Administrasi Publik UNSRAT.

Listyawati, I. H. (2019). Pengaruh Fasilitas Wisata, Citra Destinasi, dan Kepusan Terhadap Loyalitas Wisatawan. Jurnal Manajemen Administrasi.

Ningtiyas, E. A. et al. (2021). Analisis Pengaruh Attraction, Accessibility, Amenity, Ancillary terhadap Minat Berkunjung Wisatawan melalui Loyalitas Wisatawan sebagai Variabel Mediasi. Media Wisata, 19(1), 83–96. https://doi.org/10.36276/mws.v19i1.69

Normasari, S. (2013). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan, Citra Perusahaan Dan Loyalitas Pelanggan Survei padaTamu Pelanggan yang Menginap di Hotel Pelangi Malang. Jurnal Administrasi Bisnis S1 Universitas Brawijaya.

Oroh, S., Mananeke, L., & Sangkaeng, S. (2015). Pengaruh Citra, Promosi Dan Kualitas Pelayanan Objek Wisata Terhadap Kepuasan Wisatawan Di Objek Wisata Taman Laut Bunaken Sulawesi Utara. Jurnal Riset Ekonomi, Manajemen, Bisnis Dan Akuntansi. https://doi.org/10.35794/emba.v3i3.10113

Patalo, R. G., Rachmawati, I. K., Alvianna, S., Hidayatullah, S., Universitas, ), Malang, M., Teknologi, I., Bisnis, D., & Malang, A. (2021). Analisis Kualitas Sistem Dan Kualitas Informasi Terhadap Kepuasan Pengguna Sosial Media Instagram Pada Akun @bbtnbromotenggersemeru. Seminar Nasional Kepariwisataan #2, 2(1).

Putra Pratama, B., Hidayatullah, S., Alvianna, S., Astuti, W., & Krisnanda, R. (2021). Mediation Effect of Customer Satisfaction from the Relationship between System Quality, Information Quality, and Service Quality towards Interests of Tourist Visiting in East Java Park 3. International Journal of Innovative Science and Research Technology, 6(1), 95–100. www.ijisrt.com95

Putro, S., Semuel, H., & Brahmana, R. (2014). Pengaruh Kualitas Layanan Dan Kualitas Produk Terhadap Kepuasan Pelanggan Dan Loyalitas Konsumen Restoran Happy Garden Surabaya. Jurnal Manajemen Pemasaran.

Rachmawati, I. K., Handoko, Y., Nuryanti, F., Wulan, M., & Hidayatullah, S. (2019). Pengaruh kemudahan, kepercayaan pelanggan dan kualitas informasi terhadap keputusan pembelian online. Seminar Nasional Sistem Informasi 2019.

Rakhmadian, M., Hidayatullah, S., Respati, H., & Malang, U. M. (2017). Analisis Kualitas Sistem Dan Kualitas Informasi Terhadap Kepuasan Pemakai Sistem Informasi Akademik Dosen. Seminar Nasional Sistem Informasi, September, 665–675.

Rukmiyati, N. M. S., & Budiartha, I. K. (2016). Pengaruh Kualitas Sistem Informasi, Kualitas Informasi, Dan Perceived Usefulness Terhadap Kepuasan Pengguna Akhir Software Akuntansi (Studi Empiris Pada Hotel Berbintang Di Provinsi Bali). E-Jurnal Ekonomi Dan Bisnis Universitas Udayana.

Saputra, F. I. (2013). Kualitas Layanan, Citra dan Pengaruhnya terhadap Loyalitas melalui Kepuasan Pelanggan ( Studi Pada PT Bank Bni 46 Sentra Kredit Kecil Surabaya ). Aplikasi Manajemen.

Saway, W. V., Alvianna, S., Estikowati, Lasarudin, A., & Hidayatullah, S. (2021). Dampak Atraksi, Amenitas dan Aksesibilitas Pantai Pasir Putih Kabupaten Manokwari terhadap Kepuasaan Wisatawan Berkunjung. Pariwisata Budaya: Jurnal Ilmiah Pariwisata Agama Dan Budaya, 6(1), 1–8.

Setyowati, E. (2017). Pengaruh Kualitas Pelayanan, Harga, Dan Citra Merek Terhadap Loyalitas Pelanggan Dengan Kepuasan Pelanggan Sebagai Variabel Pemediasi. Jurnal Manajemen Dayasaing. https://doi.org/10.23917/dayasaing.v18i2.4507

Sugiyono. (2017). Sugiyono. Penelitian.

Vidianto, F. (2016). Analisis Pengaruh Kualitas Layanan Jasa Wisata Terhadap Loyalitas Melalui Kepuasan Wisatawan Pada Obyek Wisata Bromo Probolinggo. Universitas Jember Digital Repository.

Wati, E. F., Jaya, T. I., & Sudrajat, B. (2016). Pengaruh Kualitas Sistem, Kualitas Informasi, Kualitas Layanan Terhadap Kepuasan Dan Loyalitas Pelanggan Warnet : Studi Kasus Warnet Sarang Bangsawan, Parung Serab. ICIT Journal. https://doi.org/10.33050/icit.v2i1.19

Widhiarsa, O. (2019). Analisis Tingkat Kepuasan Konsumen Terhadap Kualitas Pelayanan Hotel. In Journal of Chemical Information and Modeling (Vol. 53, Issue 9).

DOI: https://doi.org/10.26905/jt.v3i1.10270