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.
