PPIM FEB UI Doctoral Promotion, Ilisa Fajriyati, Researching the Effect of Generic and Islamic Attributes on Tourist Satisfaction
Nino Eka Putra – Public Relations of FEB UI
DEPOK – (5/8/2020) The Postgraduate Program in Management (PPIM), Faculty of Economics and Business, Universitas Indonesia, held an open session for Ilisa Fajriyati’s Doctoral Promotion (1506771110) online, on Wednesday (5/8/2020).
The Doctoral Promotion Session was chaired by Prof. Dr. Irwan Adi Ekaputra, with supervisors, Prof. Dr. Adi Zakaria Afiff (Promoter), Gita Gayatri, Ph.D. (Co-Promoter 1), and Sri Rahayu Hijrah Hati, Ph.D. (Co-Promoter 2). The team of examiners consist of, Prof. Firmanzah, Ph.D. (Chief Examiner), Dr. Asnan Furinto, Dr. Ignatius Heruwasto, Dr. Rizal Edy Halim, and Dr. T. Ezni Balqiah.
The dissertation written by the Promovenda entitled “The Effect of Generic and Islamic Attributes on Tourist Satisfaction and its Consequences on Muslim Friendly Tourism: Application of Three-Factor Theory of Customer Satisfaction”.
In order to provide Muslim-friendly tourism and attract Muslim tourists as the main target, destination marketers must not only consider the general (generic) attributes available to the destination, but they must also ensure the availability of attributes that can accommodate the needs of Muslim tourists, namely Islamic attributes.
This study aims to identify and classify generic and Islamic attributes into basic, performance and excitement factors according to the three-factor theory of customer satisfaction, which have different impacts on tourist satisfaction.
Furthermore, this study examines the effect of these three factors on tourist satisfaction and the consequences on behavioral and attitudinal loyalty as well as the negative consequences of complaint and churn intention. In addition, testing was also carried out on the moderating effect of Islamic religiosity on the relationship between Islamic attributes and tourist satisfaction. The survey was conducted with a total sample of 835 Muslim tourists visiting predominantly non-Muslim destinations and Muslim-majority destinations.
The results showed that the difference between the majority of non-Muslim destinations and the majority Muslim destinations lies in the antecedents of satisfaction (in this study the attributes of destinations consist of generic attributes and Islamic attributes). Meanwhile, the consequences of this satisfaction were found to be the same in both types of destinations.
For the majority of non-Muslim destinations, all generic attributes were found to have an effect on tourist satisfaction, on the other hand for Islamic attributes, only the classification of the excitement factors significantly affected their satisfaction. Whereas for the majority of Muslim destinations, from the generic attributes, it was found that the performance and excitement factors and the basic factors of Islamic attributes had an effect on tourist satisfaction.
The consequences of tourist satisfaction in both destinations were found to have a positive and significant effect on behavioral and attitudinal loyalty and negatively affect complaints and churn intentions. The results also found that the moderating effect of religiosity was not significant for either type of destination.
The Leadership Board of the doctoral promotion open session decided, Ilisa Fajriyati (1506771110) passed with honors and succeeded in obtaining the 285th Doctorate in Marketing Management. Congratulations to Dr. Ilisa Fajriyati! (hjtp)
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