The Role of Customer Experience Mediates the Effect of Service Quality and Price on Switching Intention in Bali Hotels

Gusti Ayu Wulandari, Gusti Ayu Agustina Riski, Ema Desia Prajitiasari

Abstract


This research aims to analyze service quality and price on customer experience and switching intention in hotel services in Bali. The study is an explanatory research about the influence of two independent variables service quality and price to the intervening variable customer experience, and its affect to switching intention as a dependent variable. Population and sampling using purposive sampling technique on 204 hotel customers in Bali. The primary data was taken from the questionnaire distribution  and processed using the path analysis method. The results showed that the variables of service quality and price affect the customer experience of hotel service customers in Bali; service quality and customer experience variables affect switching intention in a negative direction, but the price variable can not influence the switching intention of hotel service users in Bali.


Full Text:

PDF

References


Antón, C., Camarero, C., & Carrero, M. (2007). The mediating effect of satisfaction on consumers’ switching intention. Psychology & Marketing, 24(6), 511–538.

Bansal, H. S., & Taylor, S. F. (1999). The service provider switching model (spsm) a model of consumer switching behavior in the services industry. Journal of Service Research, 2(2), 200–218.

Bonn, M. A., Cho, M., Lee, J. J., & Kim, J. H. (2016). A multilevel analysis of the effects of wine destination attributes on travel constraints and revisit intention. International Journal of Contemporary Hospitality Management.

Chiang, H.-S., & Chen, C.-C. (2014). Exploring switch intention of users’ reading behaviour: An e-book reader case study. The Electronic Library.

Gracia, E., Bakker, A. B., & Grau, R. M. (2011). Positive emotions: The connection between customer quality evaluations and loyalty. Cornell Hospitality Quarterly, 52(4), 458–465.

Han, H. (2015). Travelers’ pro-environmental behavior in a green lodging context: Converging value-belief-norm theory and the theory of planned behavior. Tourism Management, 47, 164–177.

Han, H., & Hwang, J. (2015). Quality of physical surroundings and service encounters, airfare, trust and intention during the flight: Age-group difference (young, middle-aged, and mature). International Journal of Contemporary Hospitality Management.

Harkison, T. (2016). How is the luxury accommodation experience created? Case studies from New Zealand. Auckland University of Technology.

Hayes, D. K., Ninemeier, J. D., & Miller, A. A. (2017). Hotel operations management. Pearson Upper Saddle River, NJ.

Hussein, A. S., Hapsari, R. D. V., & Yulianti, I. (2018). Experience quality and hotel boutique customer loyalty: Mediating role of hotel image and perceived value. Journal of Quality Assurance in Hospitality & Tourism, 19(4), 442–459.

Jabeen, S., Hamid, A. B. A., & Rehman, S. U. (2015). Switching intentions: A case of saudi arabian hypermarkets. International Journal of Economics and Financial Issues, 5(1S).

Jang, S. S., & Namkung, Y. (2009). Perceived quality, emotions, and behavioral intentions: Application of an extended Mehrabian–Russell model to restaurants. Journal of Business Research, 62(4), 451–460.

Johnston, R., & Kong, X. (2011). The customer experience: a roadâ€map for improvement. Managing Service Quality: An International Journal.

Kamaladevi, B. (2010). Customer experience management in retailing. Business Intelligence Journal, 3(1), 37–54.

Keaveney, S. M. (1995). Customer switching behavior in service industries: An exploratory study. Journal of Marketing, 59(2), 71–82.

Khan, I., Garg, R. J., & Rahman, Z. (2015). Customer Service Experience in Hotel Operations: An Empirical Analysis. Procedia - Social and Behavioral Sciences, 189, 266–274. https://doi.org/https://doi.org/10.1016/j.sbspro.2015.03.222

Klaus, P. ‘Phil,’ & Maklan, S. (2013). Towards a Better Measure of Customer Experience. International Journal of Market Research, 55(2), 227–246. https://doi.org/10.2501/IJMR-2013-021

Knutson, B. J., Beck, J. A., Kim, S., & Cha, J. (2009). Identifying the dimensions of the guest’s hotel experience. Cornell Hospitality Quarterly, 50(1), 44–55.

Kotler, P., & Amstrong, G. (2018). Principles of Marketing (17th ed.). Pearson. https://doi.org/10.2307/1245199

Lee, E.-J., & Kim, J.-O. (2011). The service quality perception, purchase satisfaction, recommendation intention, and switching intention of fashion consumers according to the types of internet shopping malls. Journal of the Korean Society of Clothing and Textiles, 35(8), 890–905.

Lemke, F., Clark, M., & Wilson, H. (2011). Customer experience quality: an exploration in business and consumer contexts using repertory grid technique. Journal of the Academy of Marketing Science, 39(6), 846–869.

Liang, L. J., Choi, H. C., & Joppe, M. (2018). Exploring the relationship between satisfaction, trust and switching intention, repurchase intention in the context of Airbnb. International Journal of Hospitality Management, 69, 41–48.

Machmud, R., & Wolok, T. (2020). Model design of influence of service quality on customer satisfaction in regional general hospitals in Gorontalo Province. International Journal of Tourism and Hospitality in Asia Pasific (IJTHAP), 3(3), 63–78.

Nazri, M. H. B. M., Kee, D. M. H., Abd Wahab, M. A. Bin, Subli, A. Bin, bin Mohd Azmi, M. A., Varghese, S., & Sinha, T. (2020). Customer Satisfaction with the Goods and Services Offered By MYDIN. International Journal of Tourism and Hospitality in Asia Pasific (IJTHAP), 3(1), 31–45.

Nelloh, L. A. M., & Liem, C. C. P. (2011). Analisis Switching Intention Pengguna Jasa Layanan Rumah Kos di Siwalankerto: Perspektif Kualitas Layanan dan Kepuasan Pelanggan. Jurnal Manajemen Pemasaran, 6(1), 22–31.

Palmer, A. (2010). Customer experience management: a critical review of an emerging idea. Journal of Services Marketing.

Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1993). More on improving service quality measurement. Journal of Retailing, 69(1), 140–147.

Puccinelli, N. M., Goodstein, R. C., Grewal, D., Price, R., Raghubir, P., & Stewart, D. (2009). Customer experience management in retailing: understanding the buying process. Journal of Retailing, 85(1), 15–30.

Rachmawati, W. A. (2020). Analisis Pengaruh Service Quality, Word of Mouth Comunnication dan Variety Seeking Terhadap Intention to Switch Pada Naabah Bank BRI Syariah Kantor Cabang Semarang Dengan Dissatisfaction Sebagai Variabel Mediasi. IAIN SALATIGA.

Raheel, M., Chughtai, M. S., Raza, S., & Rizwan, M. (2014). Attitude of people towards retention and switching: A study based on Nestle brand in Pakistan. Behaviour, 4(2).

Richard, M. D., Sundaram, D. S., & Allaway, A. W. (1994). Service quality and choice behavior: an empirical investigation. Journal of Restaurant & Foodservice Marketing, 1(2), 93–109.

Sánchez-Casado, N., Artal-Tur, A., & Tomaseti-Solano, E. (2019a). Social media, customers’ experience, and hotel loyalty programs. Tourism Analysis, 24(1), 27–41. https://doi.org/10.3727/108354219X15458295631918

Sánchez-Casado, N., Artal-Tur, A., & Tomaseti-Solano, E. (2019b). Social Media, Customers’ Experience, and Hotel Loyalty Programs. Tourism Analysis, 24(1), 27–41.

Schmitt, B. H. (2010). Customer experience management: A revolutionary approach to connecting with your customers. John Wiley & Sons.

Sözer, E. G., & Civelek, M. E. (2018). How Does Customer Experience Shape the Attitude Towards and Intention to Brand Switching. Journal of Business Research-Turk, 10(1), 856–875.

Tendur, S. T. E. T., Hutabarat, V. V., & Tumbelaka, S. S. X. (2021). Price Perception, Service Quality and Customer Satisfaction (Empirical Study on Cafes at Tondano City). International Journal of Tourism and Hospitality in Asia Pasific (IJTHAP), 4(3), 19–31.

Wang, J.-N., Du, J., Chiu, Y.-L., & Li, J. (2018). Dynamic effects of customer experience levels on durable product satisfaction: Price and popularity moderation. Electronic Commerce Research and Applications, 28, 16–29.

Yulisetiarini, D. (2013). The role of service, price, promotion, place, and comfort on customer satisfaction and switching intention in minimarket at Jember Regency.

Zakiy, M. (2019). The Moderating Effect Of Switching Cost On The Influence Of Price And Service Quality Towards Switching Intention. Third International Conference on Sustainable Innovation.




DOI: https://doi.org/10.32535/jicp.v4i2.1226

Refbacks

  • There are currently no refbacks.


Copyright (c) 2021 Gusti Ayu Wulandari, Gusti Ayu Agustina Riski, Ema Desia Prajitiasari

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

Flag Counter

Published by:

AIBPM Publisher

Editorial Office:

JL. Kahuripan No. 9 Hotel Sahid Montana, Malang, Indonesia
Phone:+62 341 366222
Email: journal.jicp@gmail.com
Website:http://ejournal.aibpmjournals.com/index.php/JICP

Supported by: Association of International Business & Professional Management

If you are interested to get the journal subscription you can contact us at admin@aibpm.org.

ISSN 2622-0989 (Print)
ISSN 2621-993X (Online)

DOI:Prefix 10.32535 by CrossREF

Journal of International Conference Proceedings (JICP) INDEXED:

 

In Process


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