Research Article
Revisit Intention to The Museum Bank Indonesia
@INPROCEEDINGS{10.4108/eai.28-9-2020.2307418, author={Ade Imani Arsyad and Mudji Sabar}, title={Revisit Intention to The Museum Bank Indonesia}, proceedings={Proceedings of the 1st MICOSS Mercu Buana International Conference on Social Sciences, MICOSS 2020, September 28-29, 2020, Jakarta, Indonesia}, publisher={EAI}, proceedings_a={MICOSS}, year={2021}, month={5}, keywords={service quality visitors satisfaction revisit intention}, doi={10.4108/eai.28-9-2020.2307418} }- Ade Imani Arsyad
Mudji Sabar
Year: 2021
Revisit Intention to The Museum Bank Indonesia
MICOSS
EAI
DOI: 10.4108/eai.28-9-2020.2307418
Abstract
Museums are part of the fast-growing world of tourism. Museum Bank Indonesia (BI) is one of the museums professionally managed by Bank Indonesia. However, the number of visitors to the BI Museum has not matched expectations; there are still several complaints about service and visitor’s satisfaction that are not directly proportional to the interest in returning to visit. The number of samples was determined based on the Slovin formula calculation to obtain a total sample size of 275 respondents. The data analysis technique used was PLS-SEM with the SmartPLS version 3.2.8 application. The results showed that Responsiveness and Empathy directly affected Revisit Intention, while Tangibles, Assurance, Reliability, and Visitors Satisfaction had no direct effect on Revisit Intention. This study also proves that visitor’s satisfaction does not have a significant impact on Revisit Intention. Visitors Satisfaction does not mediate the dimensions of Service Quality on Revisiting Interest. The strongest indicator is guide friendliness which correlates with satisfaction with service and interest in visiting the website. For this reason, researchers suggest encouraging museum management to maintain and improve the goodwill of guides and other museum staff as well as developing engagement patterns with visitors that have an impact on Revisit Intention.