THE INFLUENCE OF LAND TRANSPORTATION SERVICE QUALITY TOWARDS CUSTOMER SATISFACTION AND IT'S IMPACT ON TOURISM DESTINATION VISIT INTENTION

Abstract

Purpose - The purpose of this research is to find out the influence of service quality dimension which are tangible, reliability, and empathy on customer satisfaction and its impact on customer loyalty and revisit intention for land transportation on Tourism destination. Design/Methodology/Approach - This research use quantitative research to analysis data with instrument an online and offline questionnaire of 25 statements. Purposive sampling method was chosen for choosing the respondent and this research gain 256 respondents. It was focused on people who likes traveling using land transportation. Statistical software is used to test the hypothesis using Structural Equation Modeling (SEM) Findings - The research found that only one dimension of service quality influence customer satisfaction is tangible and the other dimension which are reliability and empathy do influence customer satisfaction. And there is a significant influence of customer satisfaction toward revisit intention. Originality/Value - The study regarding the influence of land transportation service quality towards customer satisfication and it's impact in tourism destination has not been done before. Moreover, there is limited study investigating the service quality towards customer satisfaction and visit intention.