BIMP-EAGA Journal for Sustainable Tourism Development

SUSTAINABLE SERVICE QUALTY MODEL (SSQ) AND CUSTOMER LOYALTY: MUSLIM-FRIENDLY HOSPITALITY SERVICES (MFHS) IN MALAYSIA

Muhamad Azrin Nazri — 2024-06-14

The growing hospitality industry poses more challenges to competition that leads towards the importance of expanding customer base. One of the segments in the industry is Halal tourism which is tremendously developing. The sector should realize the importance of being aware of Muslim market’ needs and religious sensitivities by offering them quality products and services. Providing sustainable quality services is indispensable for the success of companies in the long run and enable them towards strong positioning strategy in the context of Muslim Friendly Hospitality Services (MFHS) companies. Although service quality is one of the most researched area in marketing because of its impact on success factors but most service quality measurement models have been developed in a western context and may not be suitable for generalizing to non-western, particularly Islamic contexts. Despite the awareness of importance on sustainable service quality, only few studies on sustainable service quality appear in the literature. Therefore, the research’s main objectives are to investigate factors of sustainable service quality in influencing satisfaction and loyalty in MFHS sector in Malaysia. The interview and survey will be adopted. The SPSS and SEM AMOS will be used for data analysis. The findings will be prepared and reported.

PERCEIVED RISKS ON TOURIST DESTINATION LOYALTY IN CAVITE CITY SHAPED BY FOOD SATISFACTION

Jhana Mari B. Lastimoso — 2024-06-14

The study explores the relationship between tourists’ satisfaction with local food and loyalty to Cavite City, Philippines. While shedding light on the mediating role of perceived risks, encompassing COVID-19, man-made and natural related risks, in shaping this relationship. Destination loyalty pertains to the strong desire of tourists to revisit and recommend a destination, whereas satisfaction with local food triggers heightened participation in gastronomic experiences and nurtures destination loyalty, thereby motivating repeat visits. On the other hand, the research also assesses how perceived risks influence the link between tourists’ food satisfaction and loyalty to the destination. These perceived risks, spanning COVID-19, man-made, and natural risks, may influence tourists’ decision-making and behavior, impacting their willingness to dine out and destination preferences. Utilizing STATA version 1 for analysis, the findings indicate that tourists were generally satisfied with the food offerings in Cavite City, and this satisfaction was positively associated with their loyalty to the destination. On the other hand, perceived risks did not significantly affect the link between food satisfaction and destination loyalty. Destinations can effectively attract and retain tourists in a highly competitive landscape by ensuring satisfaction and fostering loyalty through risk mitigation measures.

PERLIS MUSLIM-FRIENDLY TOURISM AS SPECIAL INTEREST TOURISM

Mazni Saad — 2024-06-14

This study delves into the perceptions of Perlis tourism operators regarding Perlis Muslim Friendly Tourism, intending to assess its potential to attract more tourists to the state. Specifically, it aims to evaluate the views of tourism operators regarding the idea of proposing Perlis Muslim Friendly Tourism. Despite its advantageous location near popular destinations like Langkawi Island and Thailand, Perlis significantly trails other Malaysian states in tourism development. This study gathers insights through an online survey, garnering responses from 22 participants. The findings reveal a mixed perception of Perlis Muslim Friendly Tourism, yet an overall positive inclination toward the concept. Furthermore, the study identifies several gaps that impede Perlis' tourism growth. It emphasizes the necessity for close collaboration between the Perlis state government and the Perlis Islamic Religious and Malay Customs Council (MAIPS) to address these challenges effectively and unlock the state's untapped tourism potential. Through concerted efforts, Perlis can leverage its unique assets and strategic location to emerge as a thriving tourist destination in Malaysia.

THE INFLUENCE OF ENVIRONMENTAL ATTITUDE AND DESTINATION IMAGE ON SELECTING SUSTAINABLE TOURISM DESTINATION

Zaleha Mohamad — 2024-06-14

In recent years, the tourism industry has been considered as a significant sector to most countries in the global including Malaysia. However, each of the tourists has their own pattern to determine their own preferences particularly on tourism destination. The objective of this study was to explore the main factors of influencing tourists on selecting sustainable tourism destination. Data for this study were collected from former customers and potential customers of Sumai Hotel & Apartment Sdn Bhd. Data collection was conducted in tourist spots in Terengganu and through social media platform. This study involved of 367 respondents from aged 18 years old and above. A purposive sampling approach was implemented to select each of the samples. All respondents were instructed to fill out the questionnaire through face-to-face and online survey. Therefore, this data from 367 domestic tourists were analysed using Statistical Packages for the Social Sciences (SPSS).

THE MEDIATING ROLE OF PERCEIVED TOURISM IMPACTS ON THE RELATIONSHIP BETWEEN RESIDENTS’ PLACE IMAGE AND SUPPORT FOR TOURISM DEVELOPMENT IN RANAU, SABAH

Geok Ling Chua — 2024-06-21

This study aimed to investigate mediating effect of perceived tourism impacts on the relationship between residents’ place image and support for tourism development in Ranau, Sabah. Social Exchange Theory (SET) has been confirmed as a theory for predicting the support of residents towards tourism development. The sample used in this study are residents located at Ranau, Sabah that took part in answering the questionnaires. The variables involved in this study are support for tourism development as the dependent variable, residents’ place image as the independent variable, while perceived tourism impacts (economic, environmental, and socio-cultural) as the mediators. Partial Least Squares (PLS) is used as a tool to process data analysis in this study. The result of this study revealed that all direct relationships hypotheses (H1, H2, H4, H5 and H7) are supported, excluding H3 and H6 found non-significant relationship. Lastly, there is mediating effect of perceived economic and socio-cultural impacts of tourism (H8 and H10) on residents’ place image and support for tourism development in Ranau, Sabah, whereas perceived environmental impacts of tourism (H9) showed no mediating effect.

TRAVEL MOTIVATION AMONG DOMESTIC LEISURE TOURISTS IN THE PHILIPPINES

Jann Ahrri Nhyiel Castañeda — 2024-07-05

This study analysed how demographic factors affect travel motivations among domestic leisure tourists in the Philippines The study used a quantitative descriptive approach and applied survey questionnaires strategy, with 386 respondents using independent T-test, and ANOVA to analysed the data. The results discovered that demographic factors had no effect on the travel motivations of domestic leisure tourists in the Philippines, which included intellectual, social, mastery competency, and stimulus avoidance. Seasonality and the duration of the study should be taken into account in future research since the time research participants travelled was restricted due to the COVID-19 pandemic. Future studies should consider utilizing qualitative techniques to investigate various travel-related motives that were not covered in this study. To assist businesses and agencies involved in tourism to choose to take into account additional underlying factors that could stimulate a tourist's interest in visiting.

DIGITAL STORYTELLING AND CULTURAL HERITAGE IN SARAWAK DESTINATION

Qin Yi Lee — 2024-07-05

This study explores the potential of storytelling as a tool for promoting and preserving the rich cultural heritage of Sarawak, Malaysia. Despite its cultural wealth, Malaysia's heritage is underrepresented due to limited digital promotion. The research addresses this by developing a framework for creating compelling storylines that integrate cultural heritage with tourist experiences. The study employs case study qualitative research methods, identifying best practice examples of digital storytelling, evaluating digital cultural heritage portfolios in Sarawak, and identifying suitable local and regional traditions for tourism promotion. The research contributes to the theory and practice of destination marketing, providing guidelines for tourism marketers, web designers, IT professionals, and heritage administrators. It also offers insights to government and policymakers on the link between effective digital media use and tourist experiences. The study promotes sustainable tourism practices and encourages co-creation between tourists and destinations, making a significant contribution to both theoretical knowledge and practical applications within the realm of tourism marketing.

TOURIST’S LOYALTY IN CAVITE CITY, PHILIPPINES FASHIONED BY LOCAL FOOD SATISFACTION

Jhana Mari B. Lastimoso — 2024-07-05

The study investigates the relationship between tourists' satisfaction with local cuisine and their loyalty to Cavite City, Philippines, as a tourist destination, while also exploring the mediating role of perceived risks, including Covid-19, man-made events, and natural disasters, in shaping this relationship. Destination loyalty reflects tourists' desire to revisit and recommend a destination, while food satisfaction encourages participation in gastronomic experiences and supports destination loyalty, leading to repeat visits. Moreover, perceived risks are measured to understand tourists' decision-making and behaviour, influencing their willingness to dine out and shaping their destination preferences. The study employs a quantitative approach and reveals that tourists exhibited high levels of interest and engagement in local culinary experiences, significantly influencing their decision to visit the destination. Utilizing STATA version 1 for analysis, the findings indicate that tourists were generally satisfied with the food offerings in Cavite City, and this satisfaction was positively associated with their loyalty to the destination. On the other hand, perceived risks did not significantly affect the link between food satisfaction and destination loyalty. The study suggests that destination managers and policymakers could leverage the city's gastronomic experiences to enhance tourist satisfaction and foster greater destination loyalty.