Resident Support VS. Service Quality and Values: Impact on Satisfaction and Loyalty in Tidung Island Indonesia

Abstract

Tourist satisfaction and loyalty are crucial for the success of a tourism destination. Managing and administering a destination effectively remains challenging for tourism managers due to the dynamic nature and high variability of consumer demands. The increasing destination preferences among consumers complicate retaining tourists and encouraging repeat visits. While previous studies have investigated consumer satisfaction and loyalty, significant gaps remain, especially considering the unique characteristics of destinations and the insufficient use of resident support as a critical predictor. This study aims to design a tourist satisfaction and loyalty model and test the comparative contributions of resident support, service quality, and perceived value in Indonesia. Hypotheses were tested on Indonesian tourists (N=215) using the partial least squares approach with Smart-PLS 4.0 software. The results confirmed that resident support is not a significant predictor of satisfaction but contributes to tourist loyalty. Meanwhile, perceived value and service quality were confirmed as significant predictors of satisfaction and loyalty. Insights from the mediating effect showed that satisfaction mediates the influence of perceived value and service quality on loyalty but not resident support. This study highlights the importance of focusing on the satisfaction aspects of service quality and perceived value rather than resident support, as this can reduce dissatisfaction and disloyalty behavior among tourists.