Emotional Experience On E Wom Swiss Bell Silae Hotel In Palu City, Central Sulawesi
Abstract
Service Quality (SQ), Customer Satisfaction (CS), and Positive Emotional Experience (PEE) have the effect of increasing the positive eWOM of hotel visits. Positive eWOM is a review of the experience felt by consumers who have had a good experience after staying at a hotel. The aim of the research is to test whether Service Quality, Customer Satisfaction (CS), and Positive Emotional Experience, have an influence on increasing positive eWOM visits to Swiss Bel Hotel Silae Palu, based on the Traveloka hotel reservation application site. The aim of the research is the influence of customer satisfaction on eWOM Swiss Bel Hotel Silae Palu. identify the influence of service quality on eWOM of Swiss Bel Hotel Silae Palu. What is the influence of positive emotional experience on eWOM Swiss Bel Hotel Silae Palu. Service quality is important for companies facing competition in the market, satisfying consumer needs and desires, paying attention to service quality (Maulana, 2016). Using quantitative uses numerical measurements. The influence of the Independent Variable on the Dependent Variable is concluded, Customer Satisfaction of the Swiss Bell Silae Hotel in Palu City, has a significant influence on the eWOM of the Swiss Bell Silae Hotel in Palu City. Service Quality provided by the Swiss Bell Silae Hotel in Palu City has a significant influence on the eWOM of the Swiss Bell Silae Hotel in Palu City, Positive Emotional Experience of Swiss Bell Silae Hotel customers in Palu City has a significant influence on Customer Satisfaction of the Swiss Bell Silae Hotel in Palu City. Positive Emotional Experience of Swiss Bell Silae Hotel customers in Palu City has a significant influence on the eWOM of Swiss Bell Silae Hotel in Palu City.
Downloads
References
[2]. Abd-Elaziz, M. E., Aziz, W. M., Khalifa, G. S., & Abdel-Aleem, M. (2015b). Determinants of Electronic word of mouth (EWOM) influence on hotel customers' purchasing decisions. JOURNAL OF FACULTY OF TOURISM AND HOTELS, FAYOUM UNIVERSITY, 9(2/2), 194–223.
[3]. Alfredo Dwitama Soenawan, E. S. M. (2015). The Influence of Product Quality, Service Quality and Price on Consumer Purchasing Decisions at D' Stupid Baker Spazio Graha Family Surabaya. Hospitality Management Program, Faculty of Economics, Petra Christian University Email:, 395–409.
[4]. Ali, F., Hussain, K., & Omar, R. (2016). Diagnosing customers experience, emotions and satisfaction in Malaysian resort hotels. European Journal of Tourism Research, 12, 25–40.
[5]. Arianto, N. (2018). The Influence of Service Quality on Visitor Satisfaction and Loyalty in Using Rizen Kedaton Bogor Hotel Services. Journal of Competitive Marketing, 1(2), 83–101. https://doi.org/10.32493/jpkpk.v1i2.856
[6]. Bi, J. W., Liu, Y., Fan, Z. P., & Zhang, J. (2020). Exploring asymmetric effects of attribute performance on customer satisfaction in the hotel industry. Tourism Management,77 (October 2019),104006. https://doi.org/10.1016/j.tourman.2019.104006
[7]. Bigné, J. E., Andreu, L., & Gnoth, J. (2005). The theme park experience: An analysis of pleasure, arousal and satisfaction. Tourism Management, 26(6), 833–844. https://doi.org/10.1016/j.tourman.2004.05.006
[8]. Chandra, S. M. (2015). The Influence of Service Quality, Promotion and Location on Consumer Decisions to Use the Baliem Pilamo Hotel in Wamena. EMBA Journal: Journal of Economics, Management, Business And Accounting Research, 3(3), 959–970. https://doi.org/10.35794/emba.v3i3.9771
[9]. Choi, T. Y., & Chu, R. (2001). Determinants of hotel guests' satisfaction and repeat patronage in the Hong Kong hotel industry. International Journal of Hospitality Management, 20(3), 277–297. https://doi.org/10.1016/S0278-4319(01)00006-8
[10]. Coghlan, A., Buckley, R., & Weaver, D. (2012). A framework for analyzing awe in tourism experiences. Annals of Tourism Research, 39(3), 1710–1714. https://doi.org/10.1016/j.annals.2012.03.007Cronin, J. J., & Taylor, S. A. (1992). Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, 56(3), 55.https://doi.org/10.2307/1252296
[11]. del Bosque, I. R., & San Martín, H. (2008). Tourist satisfaction a cognitive-affective model. Annals of Tourism Research, 35(2), 551–573. https://doi.org/10.1016/j.annals.2008.02.006
[12]. Dixit, S., Jyoti Badgaiyan, A., & Khare, A. (2019). An integrated model for predicting consumer’s intention to write online reviews. Journal of Retailing and Consumer Services, 46(October),112–120. https://doi.org/10.1016/j.jretconser.2017.10.001
[13]. Dolnicar, S., Coltman, T., & Sharma, R. (2015). Do Satisfied Tourists Really Intend to Come Back? Three Concerns with Empirical Studies of the Link between Satisfaction and Behavioral Intention. Journal of Travel Research, 54(2), 152– 178. https://doi.org/10.1177/0047287513513167.
[14]. Dr. Salatun Asakdiyah, M.. S. (2020). Building business innovation through Electronic Word of Mouth (E-WOM) in the New Normal Era.
[15]. Gede, L., Kusuma, L., & Unud, F. P. (2016). Analysis of the factors that encourage tourists through mobile booking on the Traveloka site. Com Erni Muliana I Made Kusuma Negara. 4 (1), 79-85.
[16]. Gede Mahendra, I. (2015). The influence of service quality on consumer satisfaction at the Griya Sunset Kuta Hotel. E-Journal of Management of Udayana University, 4 (2), 253644.
[17]. Goldsmith, R. E., & Horowitz, D. (2006). Measuring Motivations for Online Opinion Seeking. Journal of Interactive Advertising, 6(2), 2–14. https://doi.org/10.1080/15252019.2006.10722114
[18]. Grolier Electronic Publishing. (1995). academic american encyclopedia. In academic american.
[19]. Gronroos, C. (1984). A Service Quality Model and its Marketing Implications. European Journal of Marketing,18(4),36–44. https://doi.org/10.1108/EUM0000000004784
[20]. Hetharie, J. A. (2011). The role of positive emotions as a mediator of the shop environmental stimulus and social factors for impulse buying tendency in the sun Department Store Ambon City. Journal of Management Application, 10 (4), 890–898.
[21]. Hosany, S., Prayag, G., Van Der Veen, R., Huang, S. (Sam), & Deesilatham, S. (2017). Mediating Effects of Place Attachment and Satisfaction on the Relationship between Tourists’ Emotions and Intention to Recommend. Journal of Travel Research, 56(8), 1079–1093. https://doi.org/10.1177/0047287516678088
[22]. Jeong, E. H., & Jang, S. C. S. (2011). Restaurant experiences triggering positive electronic word-of-mouth (eWOM) motivations. International Journal of Hospitality Management, 30(2),356–366. https://doi.org/10.1016/j.ijhm.2010.08.005
[23]. Jing, G., & Yoo, I. S. (2013). An Empirical study on the Effect of E-Service Quality to Satisfaction. International Journal of Management Sciences and Business Research, 2(10), 25–31.
[24]. Kharisadi Wibisana, V. K. H. (2011). Analysis of Hotel Experience in Relationship to Positive Ewom Motivation in Surabaya. 331-339.
[25]. Kim, J. H., & Ritchie, J. R. B. (2014). Cross-Cultural Validation of a Memorable Tourism Experience Scale (MTES). Journal of Travel Research, 53(3), 323– 335. https://doi.org/10.1177/0047287513496468
[26]. Kim, T. (Terry), Kim, W. G., & Kim, H. B. (2009). The effects of perceived justice on recovery satisfaction, trust, word-of-mouth, and revisit intention in upscale hotels. Tourism Management, 30(1),51–62. https://doi.org/10.1016/j.tourman.2008.04.003
[27]. Ladhari, R., & Michaud, M. (2015). EWOM effects on hotel booking intentions, attitudes, trust, and website perceptions. International Journal of Hospitality Management, 46, 36–45. https://doi.org/10.1016/j.ijhm.2015.01.010
[28]. Lii, Y. shuh, & Lee, M. (2012). The joint effects of compensation frames and price levels on service recovery of online pricing error. Managing Service Quality: An International Journal,22(1),4–20. https://doi.org/10.1108/09604521211198083
[29]. Lis, B., & Neßler, C. (2014). Electronic word of mouth. Business and Information Systems Engineering, 6(1), 63–65. https://doi.org/10.1007/s12599-013-0306-0
[30]. Litvin, S. W., Goldsmith, R. E., & Pan, B. (2008). Electronic word-of-mouth in hospitality and tourism management. Tourism Management, 29(3), 458–468. https://doi.org/10.1016/j. tourman.2007.05.011
[31]. Manoppo, F. (2013). Service quality, and servicescape effect on customer satisfaction at the Gran Puri Manado Hotel. Journal of Economic, Management, Business and Accounting Research, 1 (4), 1341–1348. https://doi.org/10.35794/emba.v1i4.2913
[32]. Maulana, A. S. (2016). The influence of service quality and price on customer satisfaction of PT. Toi. Journal of Economics Volume, 7 (2), 113-125.
[33]. Normasari, S. (2013). The effect of service quality on customer satisfaction, company image and loyalty Customers Survey Survey Customers who stay overnight at Hotel Pelangi Malang. Journal of Business Administration S1 Universitas Brawijaya, 6 (2), 77767.
[34]. O’Connor, P. (2010). Managing a hotel’s image on Tripadvisor. Journal of Hospitality Marketing and Management, 19(7), 754–772. https://doi.org/10.1080/19368623.2010.508007
[35]. Oh, H., & Kim, K. (2017). Customer satisfaction, service quality, and customer value: years 2000-2015. International Journal of Contemporary Hospitality Management, 29(1), 2–29. https://doi.org/10.1108/IJCHM-10-2015-0594
[36]. Oliver, R. L. (2003). of the Satisfaction Response. 20(December 1993).
[37]. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49(4), 41. https://doi.org/10.2307/1251430
[38]. Park, E. J., Kim, E. Y., & Forney, J. C. (2006). A structural model of fashion- oriented impulse buying behavior. Journal of Fashion Marketing and Management, 10(4), 433–446. https://doi.org/10.1108/13612020610701965.
[39]. Permatasari, I., Arifin, Z., & Sunarti, S. (2017). The influence of hedonic consumption and positive emotional mediator on Impulsive Purchase (Survey of Fashion Product Buyers in Malang Town Square City of Malang). Journal of Business Administration S1 Universitas Brawijaya, 43 (2), 1–9.
[40]. Prayag, G., Hosany, S., Muskat, B., & Del Chiappa, G. (2017). Understanding the Relationships between Tourists’ Emotional Experiences, Perceived Overall Image, Satisfaction, and Intention to Recommend. Journal of Travel Research, 56(1), 41–54. https://doi.org/10.1177/0047287515620567
[41]. Ratnasari, D. (2015). Effect of Expectation and Service Performance Level on the Level of Community Satisfaction through Discount As an Intervening Variable (Study of the Surabaya City Population and Civil Registry Office). Policy and Public Management Volume, 3 (April), 1–12. http://www.journal.unair.ac.id/download-fullpapers-dp092f91905Full.pdf
[42]. Risqonadhimi, H., Bayu, I. M., & SE, D. (2017). Journal of Analysis of Service Quality Impact Analysis in Shaping Customer Satisfaction on Precious Studio Semarang. Management Science and Research.
[43]. Rizal, H., Yussof, S., Amin, H., & Chen-Jung, K. (2018). EWOM towards homestays lodging: extending the information system success model. Journal of Hospitality and Tourism Technology, 9(1), 91–105. https://doi.org/10.1108/JHTT-12-2016-0084
[44]. Sánchez-García, I., & Currás-Pérez, R. (2011). Effects of dissatisfaction in tourist services: The role of anger and regret. Tourism Management, 32(6), 1397– 1406. https://doi.org/10.1016/j.tourman.2011.01.016
[45]. Sari, F., & Pangestuti, E. (2018). The Effect of Electronic Word of Mouth (E-WOM) on the interest of visiting and the decision to visit (study of Coban Rais BKPH Pujon). Journal of Business Administration, 54 (1), 189-196.
[46]. Serra-Cantallops, A., Ramon-Cardona, J., & Salvi, F. (2018). The impact of positive emotional experiences on eWOM generation and loyalty. Spanish Journal of Marketing - ESIC, 22(2), 142–162. https://doi.org/10.1108/SJME- 03-2018-0009
[47]. Serra-Cantallops, A., Ramón Cardona, J., & Salvi, F. (2020). Antecedents of positive eWOM in hotels. Exploring the relative role of satisfaction, quality and positive emotional experiences. International Journal of Contemporary Hospitality Management, 32(11), 3457–3477. https://doi.org/10.1108/IJCHM- 02-2020-0113
[48]. Serra Cantallops, A., & Salvi, F. (2014). New consumer behavior: A review of research on eWOM and hotels. International Journal of Hospitality Management, 36, 41–51. https://doi.org/10.1016/j.ijhm.2013.08.007.
[49]. Siddiq, A. (2014). The Effect of Product Knowledge and Brand Image on Samsung Laptop Purchasing Decisions (Survey to Jakarta ITKLIK Consumers). Journal of Marketing Management, 2 (2), 1–7. https://doi.org/10.9744/Paradan.8.2.47-54.
[50]. Study, P., Management, M., Business, F., Kristen, U., & Discourse, D. (2018). Effect of Electronic Word of Mouth (Ewom), Brand Image, Brand Trust and Customer Satisfaction Against Purchase Intention Traveloka .Com. 13160016.
[51]. Suarsa, S. H. (2020). Effect of Electronic Word of Mouth (EWOM) on the Online Travel Agent (OTA) Traveloka on the decision to stay at Topas Galeria Hotel, Bandung. Eqien: Journal of Economics and Business, 7 (1), 50-56. https://doi.org/10.34308/eqien.v7i1.112
[52]. Sun, L. B., & Qu, H. (2011). Is there any gender effect on the relationship between service quality and word-of-mouth? Journal of Travel and Tourism Marketing, 28(2), 210–224. https://doi.org/10.1080/10548408.2011.546215.
[53]. Susepti, A., & et al. (2017). The influence of service quality on hotel guest satisfaction and loyalty. Journal of Business Administration, 50 (5), 3–4.
[54]. Susilo, H. (2018). Analysis of the effect of prices, service quality, promotion, and trust in consumer satisfaction with the decision to visit as an intervening variable at the Amanda Hills Bandungan Hotel. Maharaja Astrasen Institute of Management and Technology Journal of IT & Management, 4 (4).
[55]. Susilo, H., Haryono, A. T., & Mukery, M. (2018). Analysis of the effect of prices, service quality, promotion, and trust in consumer satisfaction with the decision to visit as an intervening variable at the Amanda Hills Bandungan Hotel. Journal of Unpad Management, 4 (4), 1-20. http://jurnal.unpand.ac.id/index.php/ms/article/view/989.
[56]. Swanson, S. R., & Hsu, M. K. (2009). Critical incidents in tourism: Failure, recovery, customer switching, and word-of-mouth behaviors. Journal of Travel and Tourism Marketing, 26(2),180–194.https://doi.org/10.1080/10548400902864800
[57]. Tsao, W. C., & Hsieh, M. T. (2012). Exploring how relationship quality influences positive eWOM: The importance of customer commitment. Total Quality Management and Business Excellence, 23(7–8), 821–835. https://doi.org/10.1080/14783363.2012.661137
[58]. Uslu, A. (2020). The relationship of service quality dimensions of restaurant enterprises with satisfaction, behavioural intention, eWOM, and the moderating effect of atmosphere. Tourism & Management Studies, 16(4), 23– 35. https://doi.org/10.18089/tms.2020.160303.
[59]. Utomo, C. E. W., & Prasetyo, A. (2018). Sustainable Tourism Development: Innovation, Technology and Local Wisdom. 1-300.
[60]. Valentino Pencture, L., Sugianto, M., Remyaasa, M., Hospitality Management, P., Management Studies, P., & Economics, F. (2019). Purchase intention at three -star hotels in Bali. Journal of Hospitality Management, 5 (1), 26-35. https://doi.org/10.9744/jmp.5.1.26.
[61]. Walsh, G., Shiu, E., Hassan, L. M., Michaelidou, N., & Beatty, S. E. (2011). Emotions, store-environmental cues, store-choice criteria, and marketing outcomes. Journal of Business Research, 64(7), 737–744. https://doi.org/10.1016/j.jbusres.2010.07.008.
[62]. Wibowo, F. Hi. L. D. (2018). The influence of service quality on visitor loyalty through visitor satisfaction (study At the Banyuwangi Public Service Mall, East Java). In Doctoral Dissertation, Maulana Malik Ibrahim State Islamic University.
[63]. Widiati, Ali Hasan and N. (2019). Effect of Electronic Word of Mouth on Facebook Social Media on the Decision of Visiting the Nglanggeran Tourism Village Gunungkidul.Journal of Chemical Information and Modeling, 53(9), 1689–1699.
[64]. Wilkins, H., Merrilees, B., & Herington, C. (2010). The determinants of loyalty in hotels. Journal of Hospitality Marketing and Management, 19(1), 1–21. https://doi.org/10.1080/19368620903327626
[65]. Yang, F. X. (2017). Effects of Restaurant Satisfaction and Knowledge Sharing Motivation on eWOM Intentions: The Moderating Role of Technology Acceptance Factors. Journal of Hospitality and Tourism Research, 41(1), 93– 127. https://doi.org/10.1177/1096348013515918
[66]. Yen, C. L. A., & Tang, C. H. H. (2019). The effects of hotel attribute performance on electronic word-of-mouth (eWOM) behaviors. International Journal of Hospitality Management, 76(January 2018), 9–18. https://doi.org/10.1016/j.ijhm.2018.03.006
[67]. Zhang, J. J., & Mao, Z. (2012). Image of All Hotel Scales on Travel Blogs: Its Impact on Customer Loyalty. Journal of Hospitality Marketing and Management, 21(2), 113–131. https://doi.org/10.1080/19368623.2011.615017
[68]. Zhang, Z., Zhang, Z., & Law, R. (2014). Positive and Negative Word of Mouth about Restaurants: Exploring the Asymmetric Impact of the Performance of Attributes. Asia Pacific Journal of Tourism Research, 19(2), 162–180. https://doi.org/10. 1080/10941665.2012.735680.
Copyright (c) 2024 International Journal of Science, Technology & Management
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.