簡易檢索 / 詳目顯示

回結果列表
研究生： 潘愛霓
Paramipuspa, Anindya Novari Ayu
論文名稱： Assessing the Effects of Tourists’ Cultural Sensitivity, Cultural Distance and Satisfaction on Tourist’s Intention to Revisit and Recommend to Others
Assessing the Effects of Tourists’ Cultural Sensitivity, Cultural Distance and Satisfaction on Tourist’s Intention to Revisit and Recommend to Others
指導教授： 林豪傑
Lin, Hao-Chieh
學位類別： 碩士
Master
系所名稱： 管理學院 - 國際經營管理研究所碩士班
Institute of International Management (IIMBA--Master)
論文出版年： 2011
畢業學年度： 99
語文別： 英文
論文頁數： 72
外文關鍵詞： Foreign Tourist, Cultural Sensitivity, Cultural Distance, Satisfaction, Intention to Revisit and Recommend.
相關次數： 點閱：46  下載：3 
分享至:
查詢本校圖書館目錄 查詢臺灣博碩士論文知識加值系統 勘誤回報

    • Tourism is becoming an important industry for Indonesia during the last decade. Efforts to raise revenues from tourism industries have been doubled but Indonesia is so far still lag behind compared to other ASEAN countries. Number of foreigners visiting Indonesia is still much smaller than those of other ASEAN countries such as Thailand, Singapore, and Malaysia.
    The study will examine the effect cultural sensitivity and cultural distance on satisfaction and how satisfaction mediates the effects of these two variables on intention to revisit and intention to recommend to others. A survey of 300 foreigners was conducted at the city of Yogyakarta. The data of the survey was analyzed by using Pearson correlation, confirmatory factor analysis (CFA), and structural equation model (SEM).
    Results indicate that cultural sensitivity and cultural distance have significant positive effects on satisfaction and intention to revisit and to recommend to others. Having these findings, tourism managers should realize the importance of both promoting cultural assets and uniqueness and improving service quality on increasing foreign visitors. In addition, the government of Indonesia should also develop program efforts to facilitate foreign visitors to manage cultural differences so that they can enjoy cultural values and assets during their stay in Indonesia.

    TABLE OF CONTENTS ACKNOWLEDGEMENTS I ABSTRACT II TABLE OF CONTENTS III LIST OF TABLES VI LIST OF FIGURES VII CHAPTER ONE INTRODUCTION 1 1.1 Research Background and Motives. 1 1.2 Research Structure. 6 1.3 Research Contributions. 7 1.3.1 Research Gap I Cultural Sensitivity. 8 1.3.2 Research Gap II Cultural Sensitivity and Cultural Distance toward Satisfaction and Future Behavior Intention. 10 CHAPTER TWO LITERATURE REVIEW 13 2.1 Theoretical Background: Cross-Cultural Adaption Theory. 13 2.2 Definitions for Relevant Research Variables. 15 2.2.1 Cultural Sensitivity. 15 2.2.2 Cultural Distance. 17 2.2.3 Intention to Revisit. 18 2.2.4 Intention to Recommend. 18 2.2.5 Satisfaction as Moderator. 19 2.3 Developments of Research Hypotheses. 20 2.3.1 Relationships between Cultural Sensitivity and Satisfaction. 20 2.3.2 Relationships between Cultural Distance and Satisfaction. 21 2.3.3 Relationships between Satisfaction and Intention to Revisit. 22 2.3.4 Relationships between Satisfaction and Intention to Recommend. 23 2.3.5 Relationships between Cultural Sensitivity, Cultural Distance, Satisfaction, Intention to Revisit and Recommend to Others. 24 CHAPTER THREE RESEARCH DESIGN AND METHODOLOGY 26 3.1 Research Model. 26 3.2 Description of Sample. 27 3.3 Summary of Hypotheses. 27 3.4 Measure and Definition of Variables. 28 3.4.1 Cultural Sensitivity. 29 3.4.2 Cultural Distance. 30 3.4.3 Tourism Satisfaction. 30 3.5 Control Variables. 32 3.5.1 Age. 32 3.5.2 Gender. 32 3.5.3 Education. 32 3.5.4 Nationality. 32 3.5.5 Annual Personal Income. 33 3.5.6 Travel Party. 33 3.5.7 Destination Image. 33 3.6 Method of Analysis. 34 3.6.1 Descriptive Statistics. 34 3.6.2 Pearson Correlation Analysis. 34 3.6.3 Confirmatory Factor Analysis (CFA). 35 3.6.4 Reliability Analysis. 36 3.6.5 Structure Equation Model Analysis (SEM). 36 CHAPTER FOUR RESEARCH RESULTS 38 4.1 Descriptive Analysis. 38 4.1.1 Data Collection. 38 4.1.2 Characteristics of Respondents. 38 4.2 Descriptive and Pearson Analysis. 40 4.3 Confirmatory Factor Analysis. 41 4.4. Structural Equation Model (SEM). 49 4.5. Hierarchical Regression Analysis for Cultural Sensitivity as a Moderator 55 CHAPTER FIVE CONCLUSION AND SUGGESTIONS 58 5.1. Discussion. 58 5.1.1 Theoretical Implications. 58 5.1.2 Managerial Implications. 60 5.2 Limitations and Future Directions. 61 REFERENCES 64 APPENDICES 69 Appendix 1: Questionnaire 69 LIST OF TABLES Table 3-1 Definitions of variables 28 Table 4-1 Characteristics of respondents (N=300) 39 Table 4-2 Pearson correlation coefficient 40 Table 4-3 Confirmatory factor analysis results for Cultural Sensitivity 43 Table 4-4 Confirmatory factor analysis results for Cultural Distance 44 Table 4-5 Confirmatory factor analysis results for Satisfaction 46 Table 4-6 Confirmatory factor analysis results for Intention to Revisit 47 Table 4-7 Confirmatory factor analysis results for Intention to Recommend 48 Table 4-8 Confirmatory factor analysis results for Destination Image 49 Table 4-10 Structural equation model results 52 Table 4-11 Mediating effect results 55 Table 4-12 Hierarchical regression analysis for satisfaction as a moderator 56 Table 5-1 Summary of hypothesis 58 LIST OF FIGURES Figure 3-1. Framework of constructs, hypotheses and control variables 26 Figure 4-2. Structural equation model of this study 51

    Alegre, J., & Garau, J. (2009). Tourist satisfaction and dissatisfaction Annals of Tourism Research, 37(1), 52-73.
    Anton, J. (2007). Sustainable tourism in the Yogyakarta Special Region, Indonesia: Challenge and opportunity. Paper presented at the The EATOF Academic Symposium. Retrieved January 8th 2011, from www.eatof.org/data/symposium/Janianton.pdf
    Arthur, A. N. S., & Mensah, V. J. (2006). Urban management and heritage tourism for sustainable development: The case of Elmina Cultural Heritage and Management Programme in Ghana. Management of Environmental Quality: An International Journal, 17(3), 299-312.
    Assaker, G., Vinzi, E. V., & O’Connor, P. (2010). Examining the effect of novelty seeking, satisfaction, and destination image on tourists’ return pattern: A two factor, non-linear latent growth model. Tourism Management, 1-12.
    Babiker, E. I., Cox, J., & Miller, P. (1980). The measurement of cultural distance and its relationship to medical consultations, symptomatology and examination performance of overseas students at Edinburgh University. Social Psychiatry, 15, 109-116.
    Baker, D., & Crompton, J. (2000). Quality, satisfaction and behavioural intentions. Annals of Tourism Research, 27(3), 785-804.
    Baloglue, S., & Erickson, R. (1998). Destination loyalty and switching behavior of travelers: A Markov analysis. Tourism Analysis, 2, 119-127.
    Basala, S., & Klenosky, D. (2001). Travel-style preferences for visiting a novel destination: A conjoint investigation across the novelty-familiarity continuum. Journal of Travel Research, 40(2), 172-183.
    Bigne, E., Sanchez, I., & Sanchez, J. (2001). Tourism image, evaluation variables and after purchase behaviour: Inter-relationship. Tourism Management, 22, 607-616.
    Bitner, J. M., & Hubbert, A. (1994). Encounter satisfaction versus overall satisfaction versus service quality: The consumer’s voice. In Service Quality: New Directions in Theory and Practice, 72–94.
    Boulding, W., Karla, A., Staelin, R., & Zeithaml, V. (1993). A dynamic process model of service quality: from expectations to behavioral intentions. Journal of Marketing Research, 30, 7-27.
    Callen, J., Braithwaite, J., & Westbrook, J. (2007). Cultures in hospitals and their influence on attitudes to, and satisfaction with, the use of clinical information systems. Social Science and Medicine, 65, 635-639.
    Chen, C. F., & Chen, F. S. (2010). Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists. Tourism Management, 31, 29-35.
    Chen, G. M., & Starosta, W. (1996). Intercultural communication competence: A synthesis. Communication Yearbook, 19, 353-384.
    Chen, P.-J., & Kerstetter, D. (1999). International students' image of rural Pennsylvania as a travel destination. Journal of Travel Research, 37, 256-266.
    Cohen, E. (1996). The sociology of tourism: Approaches, issues, and findings. London: Routledge.
    Court, B., & Lupton, R. (1997). Customer portfolio development: modelling destination adopters, inactives and rejecters. Journal of Travel Research, 36(1), 35-43.
    Crompton, J. (1979). Motivations for pleasure vacation. Annals of Tourism Research, 6, 408-424.
    Cronin, J., Brady, M., & Hult, T. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2), 193-218.
    Dahles, H. (2001). Tourism, heritage and national culture in Java: Dilemmas of a local community. Retrieved January 8th 2011, from http://books.google.com/books?id=-bWbLcvnL4kC&printsec=frontcover&dq=Cultural+attractions+and+European+tourism&source=bl&ots=c2xmXLyBX_&sig=qFK8LXUYOE9aV1DJkovUuYN8Inc&hl=en&ei=W_EQTZj-MoOIvgOKjsCDDg&sa=X&oi=book_result&ct=result&resnum=2&ved=0CB4Q6AEwAQ
    Dahles, H., & Bras, K. (1999). Entrepreneurs in romance: Tourism in Indonesia. Annals of Tourism Research, 26(2), 267-293.
    Devesa, M., Laguna, M., & Palacios, A. (2010). The role of motivation in visitor satisfaction: Empirical evidence in rural tourism. Tourism Management, 31, 547-552.
    Dougherty, E., Fulton, D., & Anderson, D. (2003). The influence of gender on the relationship between wildlife value orientations, beliefs, and the acceptability of lethal deer control in Cuyahoga Valley National Park. Society and Natural Resouces, 16(7), 603-623.
    Early, C., & Mosakowski, E. (2004). Cultural intelligence. Harvard Business Review, 82(10), 1-8.
    Echtner, C., & Ritchie, B. (1993). The measurement of destination image: An empirical assessment. Journal of Travel Research, 31(3), 2-13.
    Engel, J., Blackwell, R., & Miniard, P. (1990). Consumer behaviour (6th ed.). Chicago: The Dryden Press.
    Fakeye, P., & Crompton, J. (1991). Image differences between prospective, firsttime, and repeat visitors to the Lower Rio Grand Valley. Journal of Travel Research, 30(2), 10-16.
    Feng, R., & Jang, S. S. (2007). Temporal destination revisit intention: The effects of novelty seeking and satisfaction. Tourism Management, 28, 580-590.
    Font, R. A. (2000). Mass tourism and the demand for protected natural areas: A travel cost approach. Journal of Environmental Economics and Management, 39(1), 97-116.
    Gorgorio, N., & Planas, N. (2005). Cultural distance and identities-in-construction within the multicultural mathematics classroom. Zentralblatt für Didaktik der Mathematik, 37(2), 64-71.
    Hair, J., Anderson, R., Tatham, R., & Black, W. (2006). Multivariate data analysis (5th ed.). New Jersey: Prentice-Hall.
    Henderson, J. (2003). Managing tourism and islam in Peninsular Malaysia. Tourism Management, 24, 447-456.
    Hui, K. T., Wan, D., & Ho, A. (2007). Tourists' satisfaction, recommendation and revisiting Singapore. Tourism Management, 28, 965-975.
    Jackson, M. (2001). Cultural influences on tourist destination choices of 21 pacific rim nations. Paper presented at the CAUTHE national research conference.
    Jurowski, C., & Gursoy, D. (2004). Distance effects on residents' attitudes toward tourism Annals of Tourism Research, 31(2), 296-312.
    Kim, Y. Y. (2001). Becoming intercultural: An integrative theory of communication and cross-cultural adaption. Retrieved May 15th 2011, from http://books.google.com/books?hl=en&lr=&id=3WU48VkOOvIC&oi=fnd&pg=PR9&dq=cross-cultural+satisfaction+theory&ots=AXzwnYVMhj&sig=fm6gWubWZeoq-tDKvINhciQMxuU#v=onepage&q&f=false
    Kozak, M., & Rimmington, M. (2000). Tourist satisfaction with Mallorca, Spain, as an off-season holiday destination. Journal of Travel Research, 38, 260-269.
    Lee, C. K., Yoon, Y. S., & Lee, S. K. (2007). Investigating the relationships among perceived value, satisfaction, and recommendations: The case of the Korean DMZ. Tourism Management, 28, 204-214.
    Litvin, S., Crotts, J., & Frank, H. (2004). Cross-cultural tourist behaviour: A replication and extension involving Hofstede’s uncertainty avoidance dimension. International Journal of Tourism Research, 6, 29-37.
    Loganathan, N., & Ibrahim, Y. (2010). Forecasting international demand in Malaysia using Box Jenskin Sarima Application. South Asian Journal of Tourism and Heritage, 3(2), 50-60.
    MacCannell, D. (1976). The tourist: A new theory of the leisure class. London: Macmillan.
    Master, H., & Prideaux, B. (2000). Culture and vacation satisfaction: a study of Taiwanese tourists in South East Queensland. Tourism Management, 21, 445-449.
    McGehee, N. G. (2002). Alternative tourism and social movements Annals of Tourism Research, 29(1), 124-143.
    McKercher, B., & Cros, H. (2003). Testing a cultural tourism typology. International Journal of Tourism Research, 5, 45-58.
    Money, B., & Crotts, J. (2003). The effect of uncertainty avoidance on information search, planning, and purchases of international travel vacations. Tourism Management, 24, 191-202.
    Moutinho, L. (1987). Consumer behaviour in tourism. European Journal of Marketing, 21(10), 5-44.
    Neal, J., Sirgy, J., & Uysal, M. (1999). The role of satisfaction with leisure travel/tourism services and experience in satisfaction with leisure life and overall life. Journal of Business Research, 44, 153-163.
    Ng, I. S., Lee, A. J., & Soutar, G. (2007). Tourists’ intention to visit a country: The impact of cultural distance. Tourism Management, 28, 1497–1506.
    O'Leary, S., & Deegan, J. (2003). People, pace, place: Qualitative and quantitative images of Ireland as a tourism destination in France Journal of Vacation Marketing, 9(3), 213-226.
    Oh, H. C., Muzaffer, U., & Weaver, P. (1995). Product bundles and market segments based on travel motivations: A canonical correlation approach. International Journal of Hospitality Management, 14(2), 123-137.
    Ohio Department of Health. (2004). Cultural sensitivity and cultural competency in assisting survivors of sexual assault. Ohio: U.S. Department of Health and Human Serviceso. Document Number)
    Oliver, R. (1997). Satisfaction: A behavioral perspective on the consumer. New York: McGraw-Hill.
    Oliver, R., & Swan, J. (1989). Equity and disconfirmation perceptions as influences on merchant and product satisfaction. Journal of Consumer Research, 16, 372-383.
    Oom do Valle, P., Silva, A. J., Mendes, J., & Guerreiro, M. (2006). Tourist satisfaction and destination loyalty intention: A structural and categorical analysis. International Journal of Business Science and Applied Management, 1(1), 25-44.
    Petrick, J., Morais, D., & Norman, W. (2001). An examination of the determinants of entertainment vacationers' intentions to revisit. Journal of Travel Research, 40, 41-48.
    Pizam, A., & Ellis, T. (1999). Customer satisfaction and its measurement in hospitality enterprises. International Journal of Contemporary Hospitality Management 11(7), 326-339.
    Richards, G. (2001). Cultural attractions and European tourism. from http://books.google.com/books?id=-bWbLcvnL4kC&printsec=frontcover&dq=Cultural+attractions+and+European+tourism&source=bl&ots=c2xmXLyBX_&sig=qFK8LXUYOE9aV1DJkovUuYN8Inc&hl=en&ei=W_EQTZj-MoOIvgOKjsCDDg&sa=X&oi=book_result&ct=result&resnum=2&ved=0CB4Q6AEwAQ#v=onepage&q&f=false
    Shen, S., Schüttemeyer, A., & Braun, B. (2009). Visitors’ intention to visit world cultural heritage sites: An empirical study of Suzhou, China. Journal of Travel and Tourism Marketing, 26(7), 722-734.
    Smith, N., & Soojung, J. (2002). Increasing cultural sensitivity in evaluation practice: A south korean illustration. Studies in Educational Evaluation, 28, 61-69.
    Solomon, M. (1996). Consumer Behavior (3rd ed.). New Jersey: Prentice-Hall: Upper Saddle River.
    Sousa, M. C., & Bradley, F. (2006). Cultural distance and psychic distance: Two peas in a pod? Journal of International Marketing, 14(1), 49-70.
    Tepeci, M., & Bartlett, B. (2002). The hospitality industry culture profile: A measure of individual values, organizational culture, and person–organization fit as predictors of job satisfaction and behavioral intentions. Journal of Hospitality Management, 21(2), 151-170.
    The Pacific Asia Travel Association [PATA]. (1995). Tracking Asian outbound travel trends. Travel Industry Monitor, 63, 4-6.
    Turner, L., Reisinger, Y., & McQuilken, L. (2002). How cultural differences cause dimensions of tourism satisfaction. Journal of Travelling and Tourism Marketing, 11(1), 79-101.
    Um, S., Chon, K., & Ro, Y. (2006). Antecedents of revisit intention. Annals of Tourism Research, 33(4), 1141-1158.
    Urry, J. (1991). The tourist gaze. London: Sage Publications Ltd.
    Williams, P., & Soutar, G. (2009). Value, satisfation and behavioral intentions in an adventure tourism context. Annals of Tourism Research, 36(3), 413-438.
    Winkelman, M. (1994). Cultural shock and adaptation. Journal of Counseling and Development, 73, 121-126.
    Woodside, A. G., & Dubelaar, C. (2002). A general theory of tourism consumption systems: A conceptual framework and an empirical exploration. Jounal of Travel Research, 41, 120-132.
    Woodside, A. G., Randolph, J. T., & MacDonald, R. (1997). Measuring linkage-advertising effects on customer behavior and net revenue: Using quasi-experiments of advertising treatments with novice and experienced product-service users. Canadian Journal of Administrative Sciences, 14(2), 214-228.
    Xia, W., Jie, Z., Chaolin, G., & Feng, Z. (2009). Examining antecedents and consequences of tourist satisfaction: A structural modeling approach. Tsinghua Science and Technology, 14(3), 397-406.
    Xu, D., & Shenkar, O. (2002). Institutional distance and the multinational enterprise. The Academy of Management Review, 27(4), 608-618.
    Yi, Y. (1990). A critical review of consumer satisfaction. Review of Marketing, 68-123.
    Yoon, Y., & Uysal, M. (2005). An Examination of the effects of motivation and satisfaction on destination loyalty: A structural model. Tourism Management, 26, 45-56.

    下載圖示 校內：立即公開
    校外：立即公開
    QR CODE