Ririn Tri Ratnasari and Sri Gunawan and Dina Fitrisia Septiarini and Sylva Alif Rusmita and Kusuma Chandra Kirana (2020) Customer Satisfaction Between Perceptions of Environment Destination Brand and Behavioural Intention. International Journal of Innovation, Creativity and Change, 10 (12). pp. 472-487. ISSN 2201-1323, 2201-1315

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Abstract

This study was to determine the intention of foreign and domestic tourists, as to making another tourist visit to the island of Lombok after the earthquake there. It was also to find out whether tourists’ intention to visit Lombok again is influenced by its brand as an environmental destination; directly or indirectly. This is important to drawing up a policy model for efforts to increase tourist numbers, in the face of international Halal tourism after the earthquake in Lombok. A quantitative exploratory approach was used, with a questionnaire find out the perceptions of respondents. The criteria of respondents are Muslim foreign and domestic / Indonesian tourists who have visited Lombok in the last 3 years. The research was carried out with a closed-ended question structure for 400 new respondents. Muslim domestic tourists who had visited Lombok in the last three years were sought. Non-probability sampling was used. The researchers could not list all members of the population. Path Analysis was then used. The environmental destination brand of Lombok island directly influences customer satisfaction and behavioural intention. Customer satisfaction also directly influences behaviour, secondarily to the destination and brand of Lombok island.

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