The Influence of Service Quality, Satisfaction, on Behavioral Intention: A Study on the Tourism Destination of Gili Iyang Island, Sumenep, Indonesia

The study aimed to predict the effect of service quality, visitor satisfaction on visitor
behavioral intention to the tourism destination of Pulau Gili Iyang, Sumenep. A 22 item
scale (under five dimensions namely tangibility, reliability, responsiveness, assurance,
empathy) of service quality developed by Parasuraman (1988) was used to access the
service quality of the tourism destination of Pulau Gili Iyang, Sumenep. A self-structured
questionnaire was administered for measuring visitor satisfaction and visitor behavior
intention of Pulau Gili Iyang, Sumenep. Data collection was made with the help of 196
respondents having fulfilled the inclusion criteria of research. Purposive sampling technique
for data collection. The hypothetical model was evaluated by the help of structural equation
modeling and the result was a good model fit. The result concludes that service quality has a
positive and direct effect on visitor satisfaction, service quality has a positive and direct
effect on behavior intention, and visitor satisfaction has a positive and direct effect on
behavioral intention.<br>
Keywords: Service quality, satisfaction, behavioral intention, Gili Iyang Island Autoregressive Model
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