The influence of service quality and tourist satisfaction on future behavioral intentions: the case study of borobudur temple as a unesco world culture heritage destination

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The influence of service quality and tourist satisfaction on future behavioral intentions: the case study of borobudur temple as a unesco world culture heritage destination

Utama, Ivyanno - Personal Name; Hidayat, Nila K. - Personal Name;

In the highly competitive tourism industry, improving service quality to gain competitive advantages is one of the keys to sustainable management of culture heritage tourism. Tourist satisfaction is recognized as one of the key judgments that tourists use to measure tourism service, while future behavior intentions are very closely connected with satisfaction. The expression of satisfaction will result in behavioral responses to recommend, say positive things about and revisit the destinations. This study examined the influence of service quality and tourist satisfaction on the future behavioral intentions of local tourists in Borobudur Temple using SERVQUAL model and analyzed with multiple regression analysis. The research was conducted from 28 May - 31 May 2012 at the Borobudur Temple, Magelang. The model was tested using data collected from 200 local tourists. The results revealed that service quality has a positive influence on tourist satisfaction and a positive influence also exists between tourist satisfaction and future behavioral intentions. The result of this study also revealed that tangible was the most influencing dimension of service quality. The results also provide potential guidelines for Borobudur Temple Management to be able to retain the quality of service that is considered very satisfactory by the tourists and will improve the quality of services that are deemed unsatisfactory by the tourists.

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B01215 (wh) Available

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Series Title: -
Call Number: 1215
Publisher: : Swiss German University., 2012
Collation: -
Language: English
ISBN/ISSN: -
Classification: NONE
Content Type: -
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Edition: -
Subject(s): IBA
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