Corresponding Author: Aghnia
Yuniarto Putri
Email: [email protected]
INTRODUCTION
The Corona Virus Disease 2019 (COVID-19) pandemic is a
hard blow to the Indonesian national economy, especially the tourism sector.
Currently, around 75 million jobs in the tourism sector are experiencing
shocks, and the tourism industry is at risk of losing income of more than 2.1
trillion US Dollars (Utami & Kafabih,
2021). Tourism is one of the leading sectors that
contributes significantly to the Indonesian economy. Since 2013, tourism has
been the fourth largest foreign exchange contributor after oil and gas, coal,
and palm oil (Dewi et al., 2015). Meanwhile, from data released by the Central
Statistics Agency (BPS), it appears that foreign tourist visits in the first
quarter of 2021 reached 511,440 visits or experienced a drastic decrease of
81.78 percent compared to January to April 2020, which amounted to 2.81 million
visits. Many airlines and travel companies have experienced losses due to the
cessation of international flights caused by the Covid-19 pandemic. Some
parties argue that the government should provide incentives and make policies
that favor the tourism industry, which was suspended during the COVID-19
pandemic.
The development of the tourism sector can contribute
to state revenues in the form of foreign exchange, encourage economic growth,
and improve community welfare. According to (Budiyanti, 2020), the government is one of the parties responsible for
encouraging the tourism sector in Indonesia. This responsibility can be
realized by increasing the competitiveness of the quality and attractiveness of
domestic tourism.
The step that the Indonesian government has taken so
far is to encourage the holding of Meetings, Incentives, Conventions, and
Exhibition (MICE) activities in several tourist destinations to increase the
level of visits there. Apart from that, the government has also gradually
relaxed large-scale social restrictions. This makes it easier for domestic and
foreign tourists to go to their destinations.
This pandemic has also greatly
affected several regions in Indonesia which depend on the tourism sector for
their economies. In Indonesia, Batam is a popular tourist destination often
visited by foreign tourists. It depends on part of its economy from the tourism
sector. Batam Island is one of the islands between the Malacca Strait and the
Singapore Strait. Batam is a city that has changed from an industrial city to a
tourism city, a process that began in 2008 (Arisandi
& Pradana, 2018). In 2015, the tourism sector
contributed to Batam City's Original Regional Income (PAD) of 17.56 percent. Based
on BPS data for 2021, Batam has the highest economic growth in the Riau
Islands, 4.75 percent.
As a city in an island region,
most tourism orientation in Batam is dominated by marine tourism. Batam is a
city in the Riau Islands province with various tourist destinations, such as
resorts, golf courses, sea, and beaches, which always attract domestic and
foreign tourists. According to (Arisandi
Pradana, 2018), most of the marine tourism
objects in Batam City are still managed independently by residents through the
coordination of Village Community Empowerment Institutions. Barelang Bridge,
Ocarina Mega Tourism Area, Sekupang Deer Park, Marina Agrotourism Area, and
various resorts and golf courses in the Nongsa Area are famous tourist
attractions in Batam. The Batam City Culture and Tourism Office has a noble
vision, namely the realization of Batam as an area for developing national
culture and a gateway for tourism in western Indonesia.
Apart from marine tourism,
Batam is also a MICE tourist destination. Batam has fulfilled the requirements
as a MICE tourism destination city because it has adequate accessibility,
attractions, and amenities (3A). Considering the activities often carried out
to increase tourist visits, one of which is exhibitions, the city of Batam has
several adequate accommodations or hotels to guarantee the comfort and safety
of MICE tourists (Sunantri
& Wibowo, 2010) . Because of its location on
the border with Singapore and Malaysia, it is not uncommon for MICE tourists
who visit Batam to be foreign tourists. MICE tourism in Batam has a multiplier
effect on the parties involved in MICE, such as travel agencies, MSMEs, event
organizers, hotels and restaurants, and many more.
Apart from marine tourism and
MICE, Batam is also trying to develop tourist villages; one example is the
Kampung Terih agrotourism. Kampung Terih agrotourism can also attract the
interest of foreign tourists to visit this new tourist destination in Batam.
According to (Rais, 2020), the characteristics and
values of life of the traditional Kampung Terih community are very likely to be
developed as a new tourist attraction. However, unlike MICE tourism, tourist
villages in Batam still need development in 3A, especially accessibility to
tourist villages. This is useful to increase the competitiveness of tourist
villages and make it easier for tourists who want to visit.
Based on Batam City BPS data,
the number of foreign tourist visits to Batam in 2019 and 2020 experienced a
drastic decline of 84.25 percent, from 1,947,943 visits in 2019 to only 306,777
visits in 2020. The government and tourism industry players need to work
together to revive tourism in Batam. (Paramita
& Putra, 2020) It is stated that the tourism
industry will prioritize implementing safety standards that are deemed adequate
to maintain the comfort of tourists visiting during this pandemic. In this
case, the government is also responsible for helping restore tourism in Batam
by increasing its competitiveness compared to other tourist destinations.
The tourism sector needs to
have strong competitiveness in order to survive during this pandemic. The
Travel and Tourism Competitiveness Index (TTCI) can be used to measure a
country's tourism sector's competitiveness. According to (Croes
Kubickova, 2013), TTCI is the most necessary
tool for ranking the competitiveness of a country based on its tourism sector. TTCI is published by the World Economic Forum every
two years. TTCI has four main components: Environmental Empowerment, Tourism
Policy, Infrastructure, and Natural and Cultural Resources. Each component has
several more detailed related subindices within it.
The Tourism Policy component has four sub-indices:
International Openness, Price Competitiveness, Environmental Resilience, and
Travel and Tourism Priorities. As stated on the official website of the
Ministry of Tourism and Creative Economy regarding TTCI, the International
Openness sub-index has three constituent elements, namely Openness to Bilateral
Air Service Agreements, Number of Applicable Regional Trade Agreements, and
Visa Requirements. This research will highlight the International Openness subindex,
especially the Visa Requirements section. Visa requirements referred to in TTCI
are visas required to enter the destination country for a short tourist visit.
Before the COVID-19 pandemic hit, the Indonesian government had issued a policy
of granting visa-free visits to 169 countries for short tourist visits.
According to (Sabon et al., 2018), this policy aims to increase the growth of foreign
tourists to Indonesia, hoping that visits will increase by 19 percent or as
many as 20 million foreign tourists.
To support National Economic Recovery and reduce the
spread of COVID-19, the government, through the Directorate General of
Immigration, Ministry of Law and Human Rights of the Republic of Indonesia has
made adjustments to granting Immigration Visas and Stay Permits. Based on
Minister of Law and Human Rights Regulation Number 34 of 2021, a visa is a
written statement, either manually or electronically, given by an authorized
official to travel to Indonesian territory and is the basis for granting a residence
permit.
The Directorate General of Immigration, as stated in
number 3 (three) of article 1 of Law Number 6 of 2011 concerning Immigration,
has four immigration functions: providing immigration services, law
enforcement, state security, and facilitating community welfare development. In
its implementation, Immigration carries out some of the tasks of state
administration in community service and protection, enforcement of immigration
law, and facilitating support for national economic development. The service aspect,
whether for Indonesian citizens or foreign citizens, cannot be separated from
the geography of the Indonesian territory, which consists of islands that are
close together, even directly bordering neighboring countries. In certain places along the
borderline, there is traditional traffic in and out of Indonesian citizens and
foreigners. In order to improve immigration services at the border,
cross-border agreements can be arranged between the agreeing countries, and efforts
can be made to expand Immigration Checkpoints. In this way, people can avoid entering or leaving
Indonesian territory outside TPI.
During the COVID-19 pandemic, foreigners and their
guarantors can apply for Visit Visas and limited-stay visas to enter Indonesian
territory. This is implemented considering the Visa on Arrival and Free Visit
Visa were eliminated during the pandemic. The Visit Visa Free Policy aims to
improve Indonesia's relations with other countries and make it easier for
foreign tourists to visit Indonesia (Sabon et al., 2018). Meanwhile, during the COVID-19 pandemic, only two
types of visa applications can be made by foreigners and their guarantors:
offshore and onshore. An offshore visa is a visa that is applied for when the
foreigner concerned is still outside Indonesian territory and wants to visit
Indonesia.
Meanwhile, an onshore visa is applied for by holders
of a Visit Stay Permit, Limited Stay Permit, or Permanent Stay Permit whose
validity period has expired and cannot be extended and who cannot return to
their country of origin. They can apply for a visa from the Indonesian
Territory. Both types of visa applications are done online.
In its development, the President of the Republic of
Indonesia, through the Coordinating Minister for Maritime Affairs and
Investment, announced that Bali and the Riau Islands were ready to open
international travel on October 14, 2021. To overcome anxiety regarding foreign
tourists entering Indonesia, the authorities of 15 primary airports in Angkasa
Pura I tried to tighten inspections at various airports, especially
international airports. Apart from that, the government also granted travel
permits using visit visas with visa index B211A to 19 countries, namely Saudi
Arabia, United Arab Emirates, New Zealand, Kuwait, Bahrain, Qatar, China,
India, Japan, South Korea, Liechtenstein, Italy, France, Portugal. , Spain,
Sweden, Poland, Hungary and Norway. These countries were chosen because their numbers of
confirmed COVID-19 cases are at levels one and two. This policy can be used as
an opportunity for Indonesia to attract foreign tourists to revisit Indonesia (Budiyanti,
2020).
The government has decided to allow
citizens from these nineteen countries to come to Indonesia in order to support
PEN in the tourism sector while still considering developments in the situation
handling COVID-19. Tourists from these 19 countries are allowed to come and
enter only the islands of Bali and the Riau Islands by using direct flights
from their countries or cruise ships and yachts.
Foreign tourists who wish to
travel to Indonesia during the COVID-19 pandemic must have a visit visa with
visa index B211A per the Decree of the Minister of Law and Human Rights dated
13 October 2021. To obtain a visit visa, foreign tourists must apply for a visa
before deciding to leave for Indonesia. Previously, requests for visit visas
could be made by foreign citizens (WNA) who wanted to travel to Indonesia
through Indonesian representatives abroad. However, since the pandemic hit and
made it impossible for foreigners to apply for visas offline, the Directorate
General of Immigration has innovated an electronic visa service (e-Visa).
The e-Visa service was
inaugurated by the Minister of Law and Human Rights, Yasonna H. Laoly, on
October 27, 2020, in Jakarta. e-Visa is a service provided by the Visa
Subdirectorate at the Directorate General of Immigration. This e-visa service
was launched to bring a positive message to the outside world that Indonesia
has undergone bureaucratic reform and is ready to become an investment and
tourism destination. The e-Visa service can be accessed via the visa online.
Immigration.go.id page. To cut bureaucracy, foreign tourists no longer need to
go to Indonesian Representatives abroad to pick up a visa or stick a visa
sticker on their passport because the e-visa will be sent directly to the
applicant's email after a verification process lasting 2 (two) working days. In
2021, there will be 478,990 foreigners coming to Indonesia. China had the most
travelers, namely 208,250 people, 54,421 of whom applied for e-Visa with
various visa indices.
An e-Visa can be applied by
first registering by inputting data and uploading personal data requirements. A
tourist visit visa for tourists who will visit Indonesia (offshore) and who are
already in Indonesia but still want to stay in Indonesia (onshore) is submitted
by a corporate guarantor with a travel agency type of business or travel agent
activity. Next, the applicant waits for a notification containing the username
and password. After successful registration, the applicant can apply for e-Visa
approval by 1) logging into the application using the username and password
sent; 2) selecting the type of visa to be applied for, inputting data, and
uploading required documents; 3) making a PNBP payment (make sure the data
input and conditions are correct because if the payment is rejected, it cannot
be withdrawn); and 4) if the application is approved, the applicant will
receive notification via email.
Service quality influences the
satisfaction of tourists visiting an area. Foreign tourists' satisfaction also
influences tourist visits to a particular region or tourist attraction (Kalebos,
2016). The development of
high-quality e-visa products and services is a significant problem that must be
resolved immediately by understanding the perceptions and expectations of
e-visa applicants regarding the services they want. With this research, the government
can pay more attention to the quality of its services so that tourists can feel
more satisfied and that the level of foreign tourist visits can increase. By
understanding the quality of e-visa services, the government and stakeholders
will have a much better opportunity to serve more e-visa applicants and,
indirectly, increase state revenues from the tourism sector. Increasing
tourism-related sector service performance visibility can help tourism
stakeholders formulate policies and allocate resources more effectively (Song et al.,
2012).
Based on the background above,
this research aims to assess the relationship between perceptions of e-visa
services and service quality about e-visa service satisfaction and foreign
tourists' revisit intentions to Batam.
METHOD
This research uses
a quantitative approach emphasizing data analysis on data processed with
statistics. Data collection was carried out cross-sectionally. The research
will be carried out in the Batam area, specifically at the Batam TPI Special
Class I Immigration Office, Travel Documents and Stay Permits Section, and Stay
Permits Section located in the Batam City Public Service Mall. The research
location was determined purposively based on the consideration stated in the
Press Release of the Coordinating Minister for Maritime Affairs and Investment
Number SP-642/HUM/ROKOM/SET.MARVES/X/2021, dated 14 October 2021, stated that
two areas were open for tourists: the Riau Islands and Bali. Batam, Riau
Islands was chosen because its location directly borders Malaysia and
Singapore, so that it will have more cross-border tourists. This research uses
two types of data: qualitative data in the form of respondent profiles and
quantitative data, which is the number of samples in distributing
questionnaires, and the results of respondents' assessments, which are measured
using a Likert scale.
The data sources used in this research
are primary sources and secondary sources. The population in this research is
all foreign tourists already in Indonesian territory but want to remain in
Indonesia during the COVID-19 pandemic and apply for an onshore visa with the
B211A visa index to extend their residence permit in Indonesia. So, the target
population is foreign tourists with a B211A visa index who came to the research
location at the time the research took place. In this research, sampling will be
carried out using the accidental sampling method. Based on the research
instrument used, namely Smart PLS software, the minimum number of research
samples is 30, and the maximum is 100. The data analysis technique used in this
research is hypothesis testing.
RESULTS AND DISCUSSION
Seeing whether a hypothesis can be accepted or
rejected can be done by paying attention to the significance values between
constructs, t-statistics, and p-values. With this technique, measurement
estimates and standard errors are no longer calculated using statistical
assumptions but are based on empirical observations. In the bootstrap
resampling method in this research, the significance value used (two-tailed)
t-value is 1.96 (significance level = 5 percent) with the condition that the
t-statistic value must be greater than 1.96 (Ghozali, 2014 ).
Figure 1. Bootstrap
Resampling Results
Table
1. Research Hypothesis Test Results
|
Items
|
Original Samples
(0)
|
Samples Mean (M)
|
Standard Deviation
(STDEV)
|
T-statistic (|O/STERR|)
|
P-values
|
|
P.E → KW
|
0.562
|
0.559
|
0.124
|
4,547
|
0,000
|
|
KP → KW
|
0.284
|
0.286
|
0.115
|
2,459
|
0.014
|
|
KW → IB
|
-0.179
|
-0.174
|
0.236
|
0.834
|
0.405
|
|
P.E → IB
|
-0.327
|
-0.352
|
0.179
|
1,830
|
0.068
|
|
KP → IB
|
0.507
|
0.516
|
0.171
|
2,927
|
0.003
|
Source: Primary data analysis (2022)
In hypothesis testing using PLS, there are also
indirect effect results. The following are the results of the indirect effect
in the table below.
Table
2. Indirect Effect Test Results
|
Items
|
Original Samples
(0)
|
Samples Mean (M)
|
Standard
Deviation (STDEV)
|
T-statistic (|O/STERR|)
|
P-values
|
|
P.E →
KW → IB
|
-0.111
|
-0.108
|
0.148
|
0.751
|
0.453
|
|
KP →
KW → IB
|
-0.056
|
-0.039
|
0.068
|
0.817
|
0.414
|
Source: Primary data analysis (2022)
Direct and Indirect Effects
of Perception
The results of
hypothesis testing on the influence of perception on tourist satisfaction have
a positive relationship of 0.562. This relationship has a t-statistic value of
4.547, which is more significant than 1.96, and the p-value is 0.000, more
diminutive than 0.05. This way, perception significantly influences tourist
satisfaction, and the first hypothesis is accepted. This means that as the
quality of tourist perception increases, tourist satisfaction will also
increase.
In this research,
there are 6 (six) indicators used as components of perception variables. Then,
perception is divided into 2 (two) types of perception, namely perception of
convenience and perception of usefulness. Perception of ease is reflected by 3
(three) indicators, namely ease of use, perceived enjoyment, and compatibility.
Meanwhile, perceived usefulness is reflected by 3 (three) indicators, namely
usefulness, relative advantage, and result in demonstrability. The results of
data collection show that the ease of use indicator with the statement "I
find it easy to browse the e-Visa website" is the indicator that
contributes most to the perception variable. This is proven by the average
value of 3.96. This means that ease of browsing the e-visa page is a
significant factor in boosting the quality of tourists' perceptions, so this
needs to be maintained or even improved. The perceived ease in navigating the
e-Visa page can be attributed to the characteristics of tourists' educational
level, most of whom have bachelor's and master's degrees. Someone with this
educational background is likely to be used to surfing the Internet and
browsing various pages, making it easier to adapt to the e-Visa page.
These results
follow previous research (Pramana &
Sukresna, 2016), which stated that perception positively affects
consumer satisfaction. The higher the quality of a person's perception, the
higher his satisfaction with the service he has received. Other research also
reveals similar research results that perceptions can influence service quality
(Budiono, 2021). Perception is an attitude that can influence a
person's decision to use a service. So, when tourists positively perceive a
service, they will tend to use it and feel more satisfied after using it. In
this research, the service in question is the e-visa service.
Second, the
coefficient result of the relationship between perception and intention to
revisit is -0.327, which means that perception has a negative relationship with
tourists' intention to revisit. The t-statistic value obtained was 1.830, a
value smaller than 1.96. Then, a p-value of 0.068 was obtained, which was more
significant than 0.05. Based on these results, tourist perceptions do not
affect tourists' revisit intentions. Thus, the fourth hypothesis is rejected.
This means that increasing the quality of perception will not be able to
increase tourists' intentions to visit Batam again.
In this research,
there are 4 (four) indicators used as components of the revisit intention
variable. The four indicators are willingness to revisit, word-of-mouth, more
frequent visits, and usefulness. The results of data collection show that the
usefulness indicator with the statement "I would like to stay more often
in Batam" is the indicator that contributes most to the return intention
variable. This is proven by the average value of 3.81. This means that
usefulness is the aspect that needs to be improved to increase the level of
tourist return visits. One of the respondents in this study suggested
increasing the diversity of tourist attractions in Batam to increase their
desire to visit again. From this statement, the factor that can increase the
desire to visit again is the diversity of attractions at tourist attractions,
not tourist satisfaction with the quality of the e-visa service they receive.
This result is not
in line with previous research conducted by (Jakti et al., 2022), which stated that tourist loyalty is directly or
indirectly influenced by perceptions of tourism service users. A similar
finding was also revealed by (Setiawan, 2019) regarding the relationship between perceptions and
intentions to revisit. (Pramana
& Sukresna, 2016) also indicated a connection between price
perception and consumer loyalty. Another difference is that most previous
studies examined the influence of service user perceptions on services provided
by private entities, such as services in the banking and transportation
sectors. Therefore, this research differs as it focuses on government-owned
electronic services.
Finally, the
results of the first indirect effect test, which examines the influence of
perception on the intention to revisit mediated by tourist satisfaction, show a
coefficient value of -0.111. This indicates that tourist satisfaction has a
negative direction on the relationship between perception and the intention to
revisit. The t-statistic value obtained is 0.751, which is smaller than 1.96, and
the p-value is 0.453, which is greater than 0.05. These results indicate that
tourist satisfaction does not mediate the relationship between perception and
the intention of foreign tourists to revisit Batam. In other words, high
tourist satisfaction does not influence the relationship between perception and
the intention of foreign tourists to revisit Batam.
Based on these results, it is known that the direct influence value is
-0.327, and the indirect influence value is -0.111, indicating that the direct
influence value is smaller than the indirect influence value. This means that
tourist satisfaction is a mediating variable that strengthens the relationship.
The influence of perception on the intention to revisit remains insignificant
after controlling for the mediating variable, although its coefficient value
has increased. Therefore, tourist satisfaction can be referred to as a partial
mediating variable. Tourist satisfaction is considered a partial mediating
variable if, after including tourist satisfaction, the influence of perception
on the intention to revisit, which was previously not significant, remains
non-significant after incorporating tourist satisfaction into the regression
equation model.
These results contradict previous research conducted by (Setiawan, 2019), which stated that
perception affects loyalty. This discrepancy could occur because in Setiawan's
study, only the direct relationship between perception and loyalty was
assessed. No other variables were found to mediate between these two variables.
Meanwhile, in the study by (Jakti et al., 2022), perception was a mediating
variable in the relationship with the intention to revisit. In their research,
as a mediating variable, perception could only serve as a partial mediating
variable, similar to tourist satisfaction in this study.
The Direct and
Indirect Effects of Service Quality
The results of
hypothesis testing on the influence of service quality on tourist satisfaction
yielded a coefficient of 0.284. This coefficient indicates a positive relationship
between service quality and tourist satisfaction. The hypothesis testing also
showed a t-statistic value of 2.459, which is greater than 1.96. The obtained
p-value is 0.014, which is smaller than 0.05. Therefore, it can be concluded
that service quality has a significant positive impact on tourist satisfaction,
and the second hypothesis is accepted. This means that if the perceived service
quality improves, tourist satisfaction will also increase.
In this study, 5
(five) indicators were used to construct the service quality variable. These
indicators are informativeness, accessibility, interactivity, personalization,
and security. The data collection results indicated that the security indicator
with the statement "e-Visa website provides adequate security to protect
my personal information" contributed the most to the service quality
variable. This was evident from the average score of 4.21. This means that
security is a crucial aspect for enhancing e-Visa service quality, and it is
considered necessary to maintain and even improve it. This can be related to
the limited experience of using government electronic services. Based on the
characteristics of the respondents in this study, 60 people had used government
electronic services for less than a year. In this initial stage, a sense of
security is required to build trust among service users.
In relation to
this, the majority of tourists perceive the security aspect of the e-Visa
website as the best quality of the e-Visa service. This significantly enhances
tourist satisfaction after utilizing the e-Visa service. Besides improving
tourist satisfaction, ensuring the security of personal data of e-Visa
applicants can also enhance the positive image and trust in the government
agency as a whole, especially the Immigration department. This aligns with the
initial purpose of launching the e-Visa service innovation, which is to
demonstrate to the world that Indonesia is ready to become an investment and
tourism destination.
The findings of
this research align with previous studies on service quality, such as the one
conducted by (Papadomichelaki
& Mentzas, 2012), which discussed that user satisfaction with
government electronic services is built by defining quality and creating
concepts to evaluate e-Government services. Good service quality can directly
influence the satisfaction of e-Visa service users, particularly foreign
tourists in this case. Similar findings were also reported by (Song et al., 2012) �in their
study on the tourist satisfaction index in Hong Kong. According to their
research, there are 3 (three) supporting aspects of tourist satisfaction in
Hong Kong: transportation services, tourist attractions, and immigration
services. The e-Visa service is one of the many public services offered by the
Immigration department.
Second, the
relationship between service quality and intention to visit again has a test
result of 0.507, indicating a positive relationship between service quality and
tourists' intention to visit again. The t-statistic value obtained was 2.927.
The results show that this value is more significant than 1.96, and the p-value
obtained is 0.003, which indicates the value is smaller than 0.05. With the
results of these tests, it can be concluded that service quality positively
influences tourists' intention to visit again, so that the fifth hypothesis can
be accepted. This means that as the quality of e-visa services for foreign
tourists increases, tourists' desire to visit again will also increase.
In this research, 5
(five) indicators are used as components of service quality variables. The five
indicators are informativeness, accessibility, interactivity, personalization,
and security. The results of data collection show that the security indicator
with the statement "e-Visa website provides adequate security to protect
my personal information" is the indicator that contributes most to the
service quality variable. This is proven by the average value of 4.21. Apart
from that, the indicator that contributes to the service quality variable is
informativeness, with the statement "e-Visa website provides me with
useful information about how to apply e-Visa" being the next indicator
that contributes the most to the service quality variable. This is proven by the
average value of 4. Besides security, tourists using e-visa services also like
the precise information on the e-visa page. In this research, informativeness
means the large amount of information on the e-Visa website that tourists can
access using e-Visa services. This can be attributed to the lack of experience
of most respondents in using government electronic services; the majority have
only used them for less than one year. This means that apart from a sense of
security, clear information regarding the e-visa is also needed to improve the
quality of e-visa services, which will directly influence intentions to return
to visit.
These results align with previous research conducted by (Miskan,
2019), who stated that service
quality positively and significantly affects return visit intentions. Services
in the tourism sector that are of good quality and can fulfill tourists'
desires can lead to tourist satisfaction, which is also expected to increase
tourists' intention to visit again. Research related to service quality was
also conducted by (Kalebos,
2016), who stated that service
quality is the variable that has the most influence on tourist satisfaction,
which is expected to increase tourists' desire to visit again. Meanwhile,
regarding the quality of electronic services owned by the government (Papadomichelaki
& Mentzas, 2012), it has conducted research on
this matter.
In their research, they stated that reliability, ease of use, community
support, and trust are the things that most influence the quality of electronic
services owned by the government. The e-visa page is reliable because it
provides good personal data security and has much helpful information that
tourists need when making an e-visa.
Furthermore, the influence of service quality on tourists' revisit
intentions, mediated through tourist satisfaction, shows a coefficient value of
-0.056. This indicates that tourist satisfaction provides a negative
relationship between service quality and tourists' intention to revisit. The
t-statistic value obtained was 0.817, more diminutive than 1.96, with a p-value
of 0.414, more significant than 0.05. Based on the indirect effect test
results, tourist satisfaction does not mediate the influence between service
quality and intention to visit again. This means that tourist satisfaction does
not impact the relationship between the quality of e-visa services and
tourists' intention to revisit Batam (Tartiani
& Fariscka, 2023).
Based on these results, it is known that the direct influence value is
0.507, and the indirect influence value is -0.056, which indicates that the
direct influence value is greater than the indirect influence value. This means that the tourist satisfaction variable is
a weakening mediating variable. The influence of service quality on the
intention to return to visit becomes insignificant after controlling for
mediating variables because the coefficient value decreases. So, the tourist
satisfaction variable can be called a perfect mediation variable. The tourist
satisfaction variable is declared a perfect mediating variable if, after
entering the tourist satisfaction variable, the influence of the service
quality variable on intention to revisit, which was previously significant,
becomes insignificant after entering the tourist satisfaction variable into the
regression equation model.
These results
conflict with previous research conducted by (Putra et al., 2016) regarding the influence of service quality and
tourist satisfaction on intention to revisit. In this research, service quality
and tourist satisfaction significantly affect the intention to visit again.
Things that might cause differences in results may be because, in this study,
hypothesis testing was carried out using SPSS. In addition, in this study,
tourist satisfaction was not a variable that mediates the relationship between
service quality and revisit intention. So, it is possible to get test results
that differ from those in this study.
Direct Influence on
Tourist Satisfaction
The results of testing the relationship hypothesis between tourist
satisfaction and intention to visit again is -0.179. These results indicate a
negative relationship between tourist satisfaction and intention to revisit.
The t-statistic value obtained was 0.834, more diminutive than 1.96, with a
p-value of 0.405, more significant than 0.05. These results indicate no
influence of tourist satisfaction on intention to revisit, so the third
hypothesis is rejected. Increasing tourist satisfaction may not necessarily
influence the desire of foreign tourists to revisit Batam. This is in line with
the results of the R2 measurement, which states that the revisit intention
variable is influenced by other variables in this study only by 9.6 percent,
which means other variables outside this study influence 90.4 percent.
In this research, 5 (five) indicators are used as components of tourist
satisfaction variables. The five indicators are system quality, fees, service
quality, facilitating conditions, and transparency and accountability. The results of data collection
show that the fee indicator with the statement "I think the e-Visa service
fee is worth the service that I get" is the indicator that contributes the
least to the tourist satisfaction variable. This is proven by the average value
of 3.32. This means fees are the aspect that most needs improvement in e-Visa
services. Many tourists using e-visa services feel that their costs need to be
commensurate with the services they receive. This certainly needs to be
improved in order to increase tourist satisfaction.
These results contradict research (Putra
et al., 2016), which states that tourist
satisfaction is related to tourists' intention to revisit a tourist
destination. This research stated that tourist satisfaction had a positive and
significant effect on foreign tourists' revisit intentions. (Mulyana
& Ayuni, 2016) Their research also revealed
that tourist satisfaction is significantly related to tourist loyalty, in this
case, in the form of the desire to visit again. (Rohman,
2019) even stated emphatically that
the higher tourist satisfaction is directly proportional to their loyalty to a
destination.
However, several studies suggest that tourist satisfaction sometimes
influences the intention to visit again. First, there is research conducted by (Um
et al., 2006), which states that the thing
that has the most influence on the intention to visit again is not tourist
satisfaction but rather the perception of attractiveness or perceived
attractiveness. Then, in research (Karunia
& Setiawan, 2012), satisfaction did not affect
the intention to revisit. So, there is a possibility that tourist satisfaction
does not affect the intention to revisit, as is the result of the hypothesis
test in this study.
CONCLUSION
This research
highlights the importance of e-visa service quality in influencing the
experience of foreign tourists in Batam in the new standard era. Although
tourist perception and satisfaction are essential, the research results confirm
that service quality, especially in personal data security, directly and
significantly impacts tourist satisfaction. Although tourist satisfaction does
not influence revisit intentions, other factors such as distance, cost, and the
COVID-19 pandemic play an essential role in tourists' decision to return.
Therefore, improving service quality, especially in maintaining the security of
user data, must be a top priority to increase Batam's attractiveness as a
tourist destination for foreign tourists.
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