Mediation Effect of Customer Satisfaction From The Relationship Between System Quality, Information Quality, and Service Quality Towards Interests of Tourist Visiting in East Java Park 3
Mediation Effect of Customer Satisfaction From The Relationship Between System Quality, Information Quality, and Service Quality Towards Interests of Tourist Visiting in East Java Park 3
ISSN No:-2456-2165
Rulli Krisnanda
Lecturer of Tourism Destination
University Merdeka of Malang
Malang, East Java, Indonesia
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ISSN No:-2456-2165
Tourists will usually prioritize visiting Jatim Park 3, service excellence, to employees who wish to apply to Jawa
rather than going to other destinations, this is because of the Timur Park 3.
uniqueness of the rides owned by Jatim Park 3 managers,
which are not found anywhere else. In addition, the security B. User Satisfaction
offered makes tourists sure of their safety. The formulation of According to (Kotler, 2012), Customer Satisfaction is
the problems in this study are 1) Is there an efect of the an expression that consumers have after purchasing or using
quaality system on castomer satisfacsion in JawaTimurPark-3 services in a company. The number of tourists visiting makes
? 2) Is there an effeect of informaation quallity on custommer Jawa Timur Park 3 always try their best so that tourists are
sattisfaction in JawaTimurPark-3 ? 3) Is there an effect of always satisfied with the attractions and facilities provided.
service quallity on custommer satisffaction at JawaTimurPark- Moreover to (Rakhmadian et al., 2017) Customer Satisfaction
3 ? 4) Is there an effect of system quallity on return interest in is action from consumers in the form of responses given to
JawaTimurPark-3? 5) Is there an effect of the quallity of companies regarding the products or services they sell. Jawa
imformation on return interest in JawaTimurPark-3? 6) Is Timur Park 3 always minimizes things that make tourists
there an effect of service quality on return interest in uncomfortable, by providing services that are in accordance
JawaTimurPark-3 ? 7) Is there an effect of customer with standards.
satisffaction on return interest in JawaTimurPark-3 ? 8) Is
there an effect of system quality on customer sattisfaction and C. Return Interest
return intterest in JawaTimurPark-3? 9) Is there an effect of According to (Utomo et al., 2017)(Rakhmadian et al.,
imformation quality on customer satisfaction and return 2017), Return Interest is an impetus for consumers to
interest in JawaTimurPark-3? 10) Is there an effect of quality purchase a product that they have previously used repeatedly.
of service to tourist consumer satisfaction and return interest By giving a positive impression, making Jawa Timur Park 3
in JawaTimurPark-3? sure of the satisfaction of the tourists who visit and are sure
they will come back. Meanwhile, according to (Sari &
II. LITERATURE REVIEW Pangestuti, 2018), Return Interest is an action taken by
consumers in purchasing a product by seeing which product
A. System Quality sells best. With the popularity of Jawa Timur Park Group in
Be guided by opinion (DeLone & McLean, 2003), the eyes of tourists, making Jawa Timur Park 3 under its
System quality is the ability of a company or institution to auspices feels sure that their destination will always be visited
provide the information needed for users, in this case, the by domestic and foreign tourists.
Jawa Timur Park Group which provides information for
tourists. Meanwhile, according to (S.K, Purwanto & III. RESEARCH METHODS
Pawirosumarto, 2016), the system is a measure of the success
of a system in conveying information, which focuses on user A. Research Conceptual
interaction with the existing system, with the number of
tourists interacting, indicating that the Jawa Timur Park Group
has been successful in conveying information
B. Information Quality
According to (Batini, 2016) Information quality is a
description of the situation provided by the company or
institution regarding the latest information and will change
every day. In this case, Jawa Timur Park 3 always provides an
overview of the destination through the Jatim Park Group
website. Moreover (Fendini et al., 2013), The quality of the
system is a measuring tool for companies or institutions
regarding information content aimed at users. Here, Jawa
Timur Park 3 always delivers interesting information, so that Picture 1: Research Conseptual
tourists who read are interested to see. Source: Primary research data, processed (2020)
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the research sample (because the population was unknown) Tabel 1. The results of the path analysis regression model I
was used from the theory (Hair, Jr, 2015) recommends the
number of samples between 5 -10 multiplied by the number
of existing statements. In this study, the number of statements
was 19 items. The researcher used the lowest limit so 5 x 19
= 95. The data analysis technique used descriptive statistical
analysis, path analysis, and hypothesis testing.
C. Definiition Operasional
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Furthermore, to find out the effect of the existing visitors, this can be accepted or tested statistically. This
variables in model II together (simultaneously) the researcher article is in line with the research conducted by (Utomo et al.,
used the F test from the Model II table obtained from the 2017) (Rakhmadian et al., 2017) (Rachmawati et al., 2019)
regression results of model II F, the count was 18,127 with a variable Information quality, variable system quality, and
significant value (0,000) meaning X2, X3, and Z collectively serviice have an influence on user satisfactiion.
have a significant effect on return interest.
D. Effect of variable System Quality on Returrn Interest
G. Hypothesis Testing From the results of the statistical test using the SPSS
program, it is known that the system quality variable has no
Table 3. Calculation of influence (Direct Effect, Indirect effect on Return Interest, it can be interpreted as the fourth
Effect and Total Effect) hypothesis which says that there is no influence between
System Quality on the acceptable Return Interest variable. or
statistically tested. This research contradicts or contradicts the
research conducted by (Hidayatullah, Khouroh, et al., 2020)
Where the research results say that the Quality of the System
is a factor that greatly affects one's satisfaction.
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ISSN No:-2456-2165
produces a greater indirect effect than the direct effect, this Based on the description above, it can be concluded that
means that the System Quality variable affects the Return the Quality of Information and Service Quality has a strong
Interest variable through visitor satisfaction. This means that enough influence to make tourists visit or have a vacation in
the eight hypothesis can be accepted and statistically tested. Jawa Timur Park 3, while the Quality System is not strong
This research contradicts or is not in line with previous enough in influencing tourists to decide to visit Jawa Timur
research conducted by (Kanji, 2002) where the research Park 3. visiting Jawa Timur Park 3 they do not see the quality
produces and shows the system quality variable has a of the system there, tourists pay more attention to the quality
significant effect on repurchase intention through customer of information and service quality provided by Jawa Timur
satisfaction. This is because every tourist who visits does not Park 3 so that these two variables greatly influence the
see the quality or quality that exists as one of the most decision of tourists to determine their visit to Jawa Timur Park
important things in influencing their satisfaction, but there are 3. In addition to the variables studied, other things need to be
other variables that greatly affect tourists in making visits and considered in seeing tourist interest (Shodiq et al.,
cause satisfaction. 2018)(Alvianna, 2017b)(Hidayatullah, 2020). Besides, the
empowerment of pokdarwis also needs to be considered to
I. The Influence of Information Quality on Return Interest grow the local economy around Jatim Park3(Hidayatullah &
through Customer Satisfaction SBW, 2011) (Hidayatullah et al., 2017) (Rachmawati et al.,
From the test results of the direct effect and indirect 2020)(Hariyanti et al., 2020)(Hidayatullah et al., 2018). In
effect, it is known that the variable Customer Satisfaction as a addition to this, technology factors also need to be considered
moderator variable between the variables of Information in managing tourist destinations, considering that currently the
Quality and Interest in returning visits results in an indirect millennial age dominates so that the existence of technology
effect value that is smaller than the direct effect, meaning that and social media in services and information delivery needs to
Information Quality has no effect on Return Interest through be done (Rachmawati et al., 2019)(Zharfaningrum et al.,
visitor satisfaction so that the ninth hypothesis can be 2020)(Amelia, Rizka ; Hidayatullah, 2020)(Neuhofer et al.,
obtained. unacceptable or not statistically tested. Information 2012).
Quality variable has a positive and significant influence on the
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