Research Article

Relationship and Impact of Service Quality, Destination Image, on Customer Satisfaction and Revisit Intention to Syariah Destination in Madura, Indonesia

Pribanus Wantara
University of Trunojoyo Madura, Indonesia
* Corresponding author
S. Anugrahini Irawati
University of Trunojoyo Madura, Indonesia
DOI icon 10.24018/ejbmr.2021.6.6.1192

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Submitted 2021-12-03
Published 2021-12-25

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Article Main Content

Madura is one of the sharia tourist attractions in Indonesia, so many local and foreign tourists come to Madura Island to carry out sharia tours by visiting Islamic places such as mosques, tombs of the great Madurese clerics, and halal culinary places. In the conditions of the COVID-19 pandemic which has been going on for one year, government policy has closed these sharia tourist spots. However, since the number of Covid 19 cases, especially on Madura Island, has decreased significantly, the government has allowed opening these sharia tourist spots with the provisions of health protocols. The purpose of this study is to examine the relationship between service quality, destination image, and customer satisfaction on the revisit intention of tourists to tour destination religious in Madura. Data were collected from a questionnaire survey and empirical studies were conducted using structural equation modeling (SEM) to test the hypotheses, as well as the structural relationships between these factors. The results of empirical studies confirm that service quality and destination image make a positive contribution to tourist satisfaction, then that the service quality contribute to the revisit intention, but the destination image does not contribute to the revisit intention, and tourist satisfaction contributes positively to the revisit intention. Furthermore, this study also contributes to the managers of sharia tourist destinations in Madura to analyze the relationship between service quality attributes and destination image to revisit intention by improving the services provided, thereby contributing to increasing the number of tourists, and implementing sustainable service quality policies.

Keywords: customer satisfaction, destination image, service quality, revisit intention, structural equation model, syariah destination

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