E-Word Of Mouth For Tourism Futures: A Case in Travel Agency

Authors

  • Dinarsiah Chendraningrum Politeknik Negeri Bandung

DOI:

https://doi.org/10.35313/jtos.v1i2.11

Keywords:

digital media, e-word mouth, tour package

Abstract

The development of technology, especially digital media, has encouraged one of the tourism business industries, namely Jacktour, to use the Tripadvisor website to introduce and sell tour packages. Online reviews on websites are crucial to form an e-word mouth that is easy to access by future tourists. This study aims to determine both positive and negative tourist reviews regarding tour packages purchased from Jack Tour. The attributes of the tour packages include tourist attractions, people in charge (PIC), accessibility, transportation, accommodation, restaurants, prices, and final impressions. A qualitative descriptive method was applied to this research; data was collected from Jacktour on the Tripadvisor website. The sampling technique used purposive sampling. From 431 tourist populations, 325 tourists became the sample. From the results of the research, PIC (Person in Charge) is very important and is often reviewed positively or negatively. At the same time, in the impression aspect, tourists are satisfied with the services provided by Jacktour and will recommend it to others.

References

Alvianna, S., Patalo, R. G., Hidayatullah, S., & Rachmawati, I. K. (2020). Pengaruh Attraction, Accessibillity, Amenity, Ancillary Terhadap Kepuasan Generasi Millenial Berkunjung ke Tempat Wisata. Junak Kepariwisataan, 4, 53–59. https://doi.org/10.34013/jk.v4i2.41

Amega Indra Theresa, A. S., Suardana, I. W., & Sasrawan Mananda, I. G. (2015). Peranan Person in Charge Dalam Penyelenggaraan Mice Di Bicc the Westin Resort. Jurnal IPTA, 3(2), 19. https://doi.org/10.24843/ipta.2015.v03.i02.p04

Ananda, A., Fujianti, A. R., Nugraha, A. S., & Susanto, E. (2021). Movie Induced Tourism in the Young Millennials Tourist Segment. Journal of Tourism Sustainability (JTOS), 1, 9–15. https://doi.org/10.35313/jtos.v1i1.1

Anwar, I., & Satrio, B. (2015). PENGARUH HARGA DAN KUALITAS PRODUK TERHADAP KEPUTUSAN PEMBELIAN. Jurnal Ilmu Dan Riset Manajemen, 4.

Buhalis, D. (2019). Technology in tourism-from information communication technologies to eTourism and smart tourism towards ambient intelligence tourism: a perspective article. Tourism Review, 75(1), 267–272. https://doi.org/10.1108/TR-06-2019-0258

Cenni, I., & Goethals, P. (2017). Negative hotel reviews on TripAdvisor: A cross-linguistic analysis. Discourse, Context and Media, 16, 22–30. https://doi.org/10.1016/j.dcm.2017.01.004

Fiatiano, E. (2009). Perencanaan Paket Wisata atau Tur. Korespondensi, 22(2), 171–178.

Ghazi, K. M. (2018). Guests ’ Motives to Write Positive and Negative Hotel Reviews on Trip Advisor Guests ’ Motives to Write Positive and Negative Hotel Reviews on Trip Advisor. Journal of Tourism & Hospitality, 6:3(October), 10.4172/2167-0269.1000283. https://doi.org/10.4172/2167-0269.1000283

Hansen, S. J. R., Zhu, J., Karch, J. M., Sorrento, C. M., Ulichny, J. C., & Kaufman, L. J. (2016). Bridging the Gap between Instructional and Research Laboratories: Teaching Data Analysis Software Skills through the Manipulation of Original Research Data. Journal of Chemical Education, 93(4), 663–668. https://doi.org/10.1021/acs.jchemed.5b00710

Hasugian, P. S. (2018). Perancangan Website Sebagai Media Promosi Dan Informasi. Journal Of Informatic Pelita Nusantara, 3(1), 82–86.

Isdarmanto, I. (2020). Strategi Branding Pengembangan Industri Pariwisata 4.0 Melalui Kompetitif Multimedia di Era Digital. Journal of Tourism and Creativity, 4(1), 1. https://doi.org/10.19184/jtc.v4i1.14383

Martin, Z. (2018). The Digital Future of the Tourism & Hospitality Industry By Martin Zsarnoczky Spring 2018. Boston Hospitality Review, Spring(June), 1–9.

Mayasari, W. M., & Budiatmo, A. (2017). Pengaruh atribut Produk Wisata dan Word Of Mouth Terhadap Keputusan Berkunjung pada Objek Wisata Taman Margasatwa Semarang. Jurnal Administrasi Bisnis, 6, 1–8.

Nuriata. (2014). Paket Wisata, Penyusunan dan Perhitungan Harga. Alphabeta.

Nurlaila, S. S., Susanto, E., & Afgani, K. F. (2021). The Identification of Potential Rafting Tourism Products in Citepok Village , Sumedang Regency , West Java Province. Journal of Tourism Sustainability (JTOS), 1(1), 32–42. https://doi.org/10.35313/jtos.v1i1.3

Prawira, M. F. A., & Budisetyorini, B. (2021). Fishing Tourism Business Planning Strategy To Increase People’s Income in Lancang Island, Kepulauan Seribu. Journal of Tourism Sustainability, 1(1), 1–8. https://doi.org/10.35313/jtos.v1i1.2

Putri, L. N., Sutadji, D. S., & Susanto, E. (2019). E-Catalogue Pola Perjalanan Wisata Bahari Di Kawasan Wisata Pulau Pisang Dan Labuhan Jukung, Kabupaten Pesisir Barat, Provinsi Lampung. Barista : Jurnal Kajian Bahasa Dan Pariwisata, 6(2), 66–78. https://doi.org/10.34013/barista.v6i2.183

Rose, S., Hair, N., & Clark, M. (2011). Online Customer Experience: A Review of the Business-to-Consumer Online Purchase Context. International Journal of Management Reviews, 13(1), 24–39. https://doi.org/10.1111/j.1468-2370.2010.00280.x

Seixas, B., Smith, N., & Mitton, C. (2017). The Qualitative Descriptive Approach in International Comparative Studies: Using Online Qualitative Surveys. International Journal Of Health Policy and Management, 7(9)(https://dx.doi.org/10.15171%2Fijhpm.2017.142), 778–781.

Siringoringo, R. (2019). Text Mining dan Klasterisasi Sentimen Pada Ulasan Produk Toko Online. 2(April).

Sugiyono. (2016). Metode Penelitian Kuantitatif, Kualitatif dan R&D. Alfabeta.

Susanto, E., Novianti, S., Rafdinal, W., Prawira, M. F. A., & Septyandi, C. B. (2020). Visiting Tourism Destination : Is It Influenced by Smart Tourism Technology ? Journal of Indonesian Tourism and Development Studies, 8(3), 145–155. https://doi.org/10.21776/ub.jitode.2020.008.03.04

Syafaruddin, Z. (2016). Pengaruh komunikasi Electronic Word Of Mouth Terhadap Kepercayaan (Trust) dan Niat Beli (Purchase Intention) Serta Dampaknya Pada Keputusan Pembelian (Survey Pada Konsumen Online Shopping Zafertech.Com). Jurnal Bisnis Dan Manajemen, 3(1)(https://doi.org/10.26905/jbm.v3i1.75), 65–72.

Taecharungroj, V., & Mathayomchan, B. (2019). Analysing TripAdvisor reviews of tourist attractions in Phuket, Thailand. Tourism Management, 75(April), 550–568. https://doi.org/10.1016/j.tourman.2019.06.020

Utari, D. R. (2017). Pengembangan Atraksi Wisata Berdasarkan Penilaian Dan Preferensi Wisatawan Di Kawasan Mangrove Karangsong, Kabupaten Indramayu. Jurnal Manajemen Resort Dan Leisure, 14(2), 83–99. https://doi.org/10.17509/jurel.v14i2.9243

Weddington, A., & Porter. (2021). Developing social presence in online learning among nurses: Exploration of the community of inquiry models domain of social using a qualitative descriptive design. Elsevier, 52(https://doi.org/10.1016/j.nepr.2021.103000).

Downloads

Published

2022-12-27