Visitor satisfaction model as a leveraging factor for the human resource performance of ecotourism service providers that can stimulate revisit intention: Basis for strengthen some sdgs’ achievement strategy through tourism sector developmet policy
Keywords:
SDGs, hospitality, post-pandemic, public policy, service quality, visitor satisfaction, MSEM.Abstract
Objective: This study investigates the influence of visitor satisfaction, service quality, hospitality, and physical attractiveness of tourist attractions on revisit intention, focusing on the carry-over effect of the COVID-19 pandemic on tourism infrastructure and local economic recovery.
Theoretical Framework: The research is grounded in service quality theory, customer satisfaction models, and revisit intention frameworks. It incorporates the post-pandemic tourism recovery model to understand shifts in visitor behavior and how tourism infrastructure must adapt to support sustainable economic growth.
Method: A quantitative approach using a Mediating Structural Equation Model (MSEM) was employed. Data were collected through questionnaire-based interviews conducted at terrestrial and marine tourism sites. The analysis was conducted using the Smart PLS SEM software.
Results and Discussion: Service quality, visitor satisfaction, and physical attractiveness significantly influenced revisit intention. Satisfaction mediates the effects of service quality and hospitality, whereas physical attractiveness indirectly affects revisit intention. Service quality has the strongest overall impact, highlighting its key role in boosting local economic activity and employment after the pandemic.
Research Implications: This study offers insights into how tourism development can directly contribute to SDG 8 by promoting decent work, inclusive growth, and productive employment. Enhancing service quality and infrastructure resilience is key to revitalizing tourism economies, particularly in vulnerable regions.
Originality/Value: This study advances post-pandemic tourism research by applying an MSEM approach to reveal visitor behavior dynamics and infrastructure needs. It provides valuable strategies for policymakers and tourism managers to foster sustainable high-quality tourism growth.
