How Customer Engagement Leads to Word-of-Mouth and Continuance Intention? The Mediating Role of Satisfaction
Abstract
With active participation from halal tourism visitors, managers can comprehend visitors’ needs and expectations. This information can be utilized to enhance services and adapt to tourism requirements. The purpose of this study is to examine the effect of customer engagement on satisfaction, as well as its effect on both continuance intention and word-of-mouth (WOM). Additionally, this study examines the mediation of satisfaction on the effect of customer engagement on continuance intention and the effect of customer engagement on WOM. A survey was conducted to test these effects, involving 250 visitors of Al-Aqsa Holy Tower Mosque, Kudus, Indonesia. Structural equation modeling was employed to analyze the data in this study. The analysis results reveal that customer engagement influences satisfaction, which subsequently affects WOM and continuance intention. In addition, satisfaction mediates the effect of customer engagement on continuance intention and the effect of customer engagement on WOM. These findings indicate that tourism managers can leverage customer engagement to sustain the development of their tourism industry.
References
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Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to Use and How to Report The Results of PLS-SEM. European Business Review, 31(1), 2–24. https://doi.org/10.1108/EBR-11-2018-0203
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Heung, V. C. S., & Quf, H. (2015). Journal of Travel & Tourism Hong Kong as a Travel Destination : An Analysis of Japanese Tourists ’ Satisfaction Levels , and The Likelihood of Them Recommending Hong Kong to Others. January, 57–80. https://doi.org/10.1300/J073v09n01
Hossain, M. S., Hossain, M. A., Al Masud, A., Islam, K. M. Z., Mostafa, M. G., & Hossain, M. T. (2023). The Integrated Power of Gastronomic Experience Quality and Accommodation Experience to Build Tourists’ Satisfaction, Revisit Intention, and Word-of-Mouth Intention. Journal of Quality Assurance in Hospitality and Tourism, 00(00), 1–27. https://doi.org/10.1080/1528008X.2023.2173710
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Indonesia.go.id. (2022). Segala Upaya Untuk Kebangkitan Pariwisata. https://indonesia.go.id/kategori/pariwisata/4273/segala-upaya-untuk-kebangkitan-pariwisata?lang=1?lang=1?lang=1?lang=1?lang=1#:~:text=Menurut Menparekraf pergerakan wisatawan nusantara ini akan menjadi,tinggi dari perkiraan capaian 2021%2C yaitu sebesar 4
Indrajaya, S. (2019). Culinary Tourism Analysis at Restaurants with Tourism Satisfaction Mediation. European Research Studies Journal, XXII(Issue 3), 312–321. https://doi.org/10.35808/ersj/1473
Jalilvand, M. R., Salimipour, S., Elyasi, M., & Mohammadi, M. (2017). Factors Influencing Word of Mouth Behaviour in The Restaurant Industry. Marketing Intelligence and Planning, 35(1), 81–110. https://doi.org/10.1108/MIP-02-2016-0024
Jiang, Y., & Lau, A. K. W. (2021). Roles of Consumer Trust and Risks on Continuance Intention in the Sharing Economy: An Empirical Investigation. Electronic Commerce Research and Applications, 47(March), 101050. https://doi.org/10.1016/j.elerap.2021.101050
Khan, I., Hollebeek, L. D., Fatma, M., Islam, J. U., & Riivits-Arkonsuo, I. (2020). Customer Experience and Commitment in Retailing: Does Customer Age Matter? Journal of Retailing and Consumer Services, 57(July), 102219. https://doi.org/10.1016/j.jretconser.2020.102219
Kumar, N., Panda, R. K., & Prakash, K. C. (2022). Precedence Analysis of Customer Engagement Dimensions for Tourism Destinations: An Evidence-Based Modeling Using RIDIT-GRA Approach. Journal of Hospitality and Tourism Insights, June. https://doi.org/10.1108/JHTI-12-2021-0340
Lai, I. K. W., Liu, Y., & Lu, D. (2021). The Effects of Tourists’ Destination Culinary Experience on Electronic Word-of-Mouth Generation Intention: The Experience Economy Theory. Asia Pacific Journal of Tourism Research, 26(3), 231–244. https://doi.org/10.1080/10941665.2020.1851273
Lei, S. I., Ye, S., Wang, D., & Law, R. (2020). Engaging Customers in Value Co-Creation Through Mobile Instant Messaging in The Tourism and Hospitality Industry. Journal of Hospitality and Tourism Research, 44(2), 229–251. https://doi.org/10.1177/1096348019893066
Liempepas, I., Meichael, & Siihombing, S. O. (2019). Analisis Faktor – Faktor Yang Mempengaruhi Niat Penggunaan Berkelanjutan : Studi Empiris Pada Mobile Banking Bca. Jurnal Riset Manajemen Sains Indonesia (JRMSI ), 10(2), 306–336.
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Man Hong, L., & Alisliza Perak, P. A. (2022). The Factors that Influence Customer Purchase Intention: The Tale of Zalora Malaysia. JMK (Jurnal Manajemen Dan Kewirausahaan), 7(3), 78. https://doi.org/10.32503/jmk.v7i3.2645
Maqableh, M., Jaradat, M., & Azzam, A. (2021). Exploring the Determinants of Students’ Academic Performance at University Level: The Mediating Role of Internet Usage Continuance Intention. Education and Information Technologies, 26(4), 4003–4025. https://doi.org/10.1007/s10639-021-10453-y
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Published
2023-10-02
How to Cite
BURHANUDIN, Burhanudin; WINDY, Raden Roro; BOKHARI, Syed Muntasir Husain.
How Customer Engagement Leads to Word-of-Mouth and Continuance Intention? The Mediating Role of Satisfaction.
JMK (Jurnal Manajemen dan Kewirausahaan), [S.l.], v. 8, n. 3, p. 166-181, oct. 2023.
ISSN 2656-0771.
Available at: <https://ejournal.uniska-kediri.ac.id/index.php/ManajemenKewirausahaan/article/view/4071>. Date accessed: 05 feb. 2025.
doi: https://doi.org/10.32503/jmk.v8i3.4071.
Section
Artikel Ilmiah
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
