Sustainable Hospitality and Revisit Intention in Tourism Services

Abstract

Abstract Hospitality has an important role for the sustainability of tourism services. Efforts to measure the sustainability of hospitality are relevant for dealing with this. This research aims to study the factors related to hospitality and measure the index of hospitality sustainability. The study was conducted at the tourist destination Sumberawan, Singosari district, Malang regency. The study involved 38 students as respondents. Variables of hospitality, invitation, comfort, empathy, satisfaction, and revisit intention were explored through a survey. Path modeling - part least square (PM-PLS) and multi-dimension scale (MDS) is used in the study. The results showed that hospitality is significantly influenced by comfort and empathy. Hospitality also affects satisfaction, and then satisfaction affects revisit intention. Furthermore, satisfaction becomes a mediating relationship between hospitality and revisit intention. All variables included in the category of less sustainable, with a sustainability index of 37.11, 40.84 and 37.57. Five indicators to improve the sustainability index are customers treated kindly, friendly employees, fulfillment of service standards, return visits to tourist sites, and willingness to recommend others.