The Influence of Affective Image, Attractiveness, Hedonism, Psychological Well-Being, and Shopping Experience on Revisit Intention
Downloads
This study examines the influence of affective image, attractiveness, hedonism, psychological well-being, and shopping experience on revisit intention of visitors at Tunjungan Plaza Surabaya, one of the largest and most influential shopping centers in Indonesia. By analyzing these factors, the study explores how emotional and behavioral elements impact consumer decisions to return to a shopping destination. The research was conducted using a quantitative survey method, targeting visitors who had shopped at Tunjungan Plaza within the last year. Data was collected from purposive sampling, with 207 valid responses analyzed using multiple linear regression with SPSS 27. The results show that effective image, attractiveness, hedonism, psychological well-being, and shopping experience affected revisit intention significantly. The shopping experience had the strongest impact, with all variables contributing uniquely to predicting visitor loyalty. The managerial implication includes understanding the key factors influencing revisit intentions. Management can provide facilities and services to meet the visitors’ needs and expectations. Additionally, designing shopping experiences that evoke diverse sensations and utilizing technological advancements can improve customer satisfaction. Management should also create a fun and engaging atmosphere to reduce stress and boredom among visitors. This study provides new insights into the dynamics of visitor behavior in the context of shopping malls, especially in developing countries like Indonesia. It highlights the critical role of emotional and experiential factors in influencing customer loyalty and revisitation to shopping centers.
Abbasi, G., Kumaravelu, J., Goh, Y.-N., & Singh, K. (2021). Understanding the intention to revisit a destination by expanding the theory of planned behaviour (TPB). Spanish Journal of Marketing - ESIC, ahead-of-p. https://doi.org/10.1108/SJME-12-2019-0109
Abdul Hazif Abdul Hamid | Mohd Rosli Mohamad. (2020). Validating Theory of Planned Behavior with Formative Affective Attitude to Understand Tourist Revisit Intention. International Journal of Trend in Scientific Research and Development, 4(2), 594–598. https://doi.org/10.31142/ijtsrd30059
Akgün, A., Ayar Şentürk, H., Keskin, H., & Onal, I. (2019). The relationships among nostalgic emotion, destination images and tourist behaviors: An empirical study of Istanbul. Journal of Destination Marketing & Management, 16. https://doi.org/10.1016/j.jdmm.2019.03.009
Allameh, S., Pool, J., Jaberi, A., Salehzadeh, R., & Asadi, H. (2014). Factors influencing sport tourists’ revisit intentions: The role and effect of destination image, perceived quality, perceived value and satisfaction. Asia Pacific Journal of Marketing and Logistics, 27, 191–207. https://doi.org/10.1108/APJML-12-2013-0159
Bayih, B. E., & Singh, A. (2020). Modeling domestic tourism: motivations, satisfaction and tourist behavioral intentions. Heliyon, 6(9), e04839. https://doi.org/https://doi.org/10.1016/j.heliyon.2020.e04839
Bernd Schmitt. (2015). Marketing experiencial: Un nuevo marco para Diseño y Comunicaciones. 10, 19–27.
Borges, R., Mondini, V., Domingues, M. J., & Lavarda, C. E. (2016). Journal of Marketing , Communication and New Media Identification of Items Used in Scales to Measure Hedonism Identificación de los Artículos Usados en Escalas para Medir el Hedonismo 1 . INTRODUCTION The individual ’ s rationality is a widely accepted ap. Identification of Items Used in Scales to Measure Hedonism, 4(December), 30–45.
Brida, J. G., Disegna, M., & Vachkova, T. (2013). Visitor satisfaction at the museum: Italian versus foreign visitors. TOURISM, 16, 167–186.
Calvo-Porral, C., & Lévy-Mangín, J. P. (2018). Pull factors of the shopping malls: an empirical study. International Journal of Retail and Distribution Management, 46(2), 110–124. https://doi.org/10.1108/IJRDM-02-2017-0027
Chen, C., Teng, Z., Lu, C., Hossain, M., & Yuantao, F. (2021). Rethinking Leisure Tourism: From the Perspective of Tourist Touch Points and Perceived Well-being. SAGE Open, 11, 215824402110591. https://doi.org/10.1177/21582440211059180
Chen, X., Cheng, Z. feng, & Kim, G. B. (2020). Make it memorable: Tourism experience, fun, recommendation and revisit intentions of Chinese outbound tourists. Sustainability (Switzerland), 12(5), 1–24. https://doi.org/10.3390/su12051904
Chew, Y. T., & Jahari, S. (2014). Destination image as a mediator between perceived risks and revisit intention: A case of post-disaster Japan. Tourism Management, 40, 382–393. https://doi.org/10.1016/j.tourman.2013.07.008
CHIEN, M. (2017). An empirical study on the effect of attractiveness of ecotourism destination on experiential value and revisit intention. Applied Ecology and Environmental Research, 15, 43–53. https://doi.org/10.15666/aeer/1502_043053
Creative, P., Current, T., & In, I. (2021). Promoting Creative Tourism: Current Issues in Tourism Research. In Promoting Creative Tourism: Current Issues in Tourism Research. https://doi.org/10.1201/9781003095484
Ćulić, M., Vujicic, M., Kalinic, C., Dunjić, M., Stankov, U., Kovačić, S., Vasiljevic, D., & Anđelković, Ž. (2021). Rookie Tourism Destinations—The Effects of Attractiveness Factors on Destination Image and Revisit Intention with the Satisfaction Mediation Effect. Sustainability, 13, 5780. https://doi.org/10.3390/su13115780
Fared, M. A., Darmawan, D., & Khairi, M. (2021). Contribution of E-Service Quality To Repurchase Intention With Mediation of Customer Satisfaction: Study of Online Shopping Through Marketplace. Journal of Marketing and Business Research, 1(2), 93–106. https://doi.org/10.56348/mark.v1i2.37
Febriyanti, A. R., Ratnasari, R. T., & Wardhana, A. K. (2022). The Effect of Economic Growth, Agricultural Land, and Trade Openness Moderated By Population Density on Deforestation in OIC Countries. Quantitative Economics and Management Studies, 3(2).
Foster, J., & Mclelland, M. (2014). Retail atmospherics: The impact of a brand dictated theme. Journal of Retailing and Consumer Services, 22. https://doi.org/10.1016/j.jretconser.2014.07.002
Ghifara, A. S., Iman, A. N., Wardhana, A. K., Rusgianto, S., & Ratnasari, R. T. (2022). The Effect of Economic Growth, Government Spending, and Human Development Index toward Inequality of Income Distribution in the Metropolitan Cities in Indonesia. Daengku: Journal of Humanities and Social Sciences Innovation, 2(4), 529–536.
Gilbert, D., & Abdullah, J. (2004). Holidaytaking and the Sense of Well-being. Annals of Tourism Research, 31, 103–121. https://doi.org/10.1016/j.annals.2003.06.001
Godovykh, M., & Tasci, A. D. A. (2020). Customer experience in tourism: A review of definitions, components, and measurements. Tourism Management Perspectives, 35, 1–10. https://doi.org/10.1016/j.tmp.2020.100694
Gragnano, A., Simbula, S., & Miglioretti, M. (2020). Work–life balance: weighing the importance of work–family and work–health balance. International Journal of Environmental Research and Public Health, 17(3), 9–11. https://doi.org/10.3390/ijerph17030907
Harun, A., Obong, A., Bin, A., & Lily, J. (2018). The Effects of Destination Image and Perceived Risk on Revisit Intention: A Study in the South Eastern Coast of Sabah, Malaysia. E-Review of Tourism Research, 15, 540–559.
Hasan, M. K., Ismail, A. R., & Islam, M. F. (2017). Tourist risk perceptions and revisit intention: A critical review of literature. Cogent Business and Management, 4(1). https://doi.org/10.1080/23311975.2017.1412874
Hazif, H., & Mohamad, M. (2020). Validating Theory of Planned Behavior with Formative Affective Attitude to Understand Tourist Revisit Intention. International Journal of Scientific Research, 4, 594–598. https://doi.org/10.31142/ijtsrd30059
Hedhli, K., Chebat, J.-C., & Sirgy, M. (2015). Shopping well-being.
Hedhli, K., Zourrig, H., & Chebat, J.-C. (2016). Shopping well-being: Is it just a matter of pleasure or doing the task? The role of shopper’s gender and self-congruity. Journal of Retailing and Consumer Services, 31, 1–13. https://doi.org/10.1016/j.jretconser.2016.03.002
Hernandez, R., Bassett, S. M., Boughton, S. W., Schuette, S. A., Shiu, E. W., & Moskowitz, J. T. (2023). Psychological Well-being and Physical Health: Associations, Mechanisms, and Future Directions. 10(1), 18–29. https://doi.org/10.1177/1754073917697824.Psychological
Huang, H., Mao, L. L., Wang, J., & Zhang, J. (2015). Assessing the relationships between image congruence, tourist satisfaction and intention to revisit in marathon tourism: the Shanghai International Marathon. International Journal of Sports Marketing and Sponsorship, 16, 46–66. https://doi.org/10.1108/IJSMS-16-04-2015-B005
Hultman, M., Kazeminia, A., & Ghasemi, V. (2015). Intention to visit and willingness to pay premium for ecotourism: THE impact of attitude, materialism, and motivation. Journal of Business Research, 68. https://doi.org/10.1016/j.jbusres.2015.01.013
Hussain, K. (2015). Influence of Experiences on Memories, Satisfaction and Behavioral Intentions: A Study of Creative Tourism. Journal of Travel & Tourism Marketing, 33. https://doi.org/10.1080/10548408.2015.1038418
Iman, A. N., Wardhana, A. K., Rusgianto, S., & Ratnasari, R. T. (2022). Venture vs Investment, Which Type of Financing was more Demanded by Agriculture, Forestry, and Aquaculture Sector? Daengku: Journal of Humanities and Social Sciences Innovation, 2(5), 587–595.
Juliansyah, A. F., Putri, A. E., Suryadana, M. L., Endyana, C., & Wardhana, A. K. (2021). Global Muslim Response to Bandung Halal Tourism Branding. International Journal of Applied Sciences in Tourism and Events, 5(2), 197–206. https://doi.org/https://doi.org/https://doi.org/10.31940/ijaste.v5i2.197-206
Kalantari Shahijan, M., Rezaei, S., & Amin, M. (2018). Qualities of effective cruise marketing strategy: Cruisers’ experience, service convenience, values, satisfaction and revisit intention. International Journal of Quality & Reliability Management, 35, 0. https://doi.org/10.1108/IJQRM-07-2017-0135
Kesari, B., & Atulkar, S. (2016). Satisfaction of mall shoppers: A study on perceived utilitarian and hedonic shopping values. Journal of Retailing and Consumer Services, 31, 22–31. https://doi.org/10.1016/j.jretconser.2016.03.005
Khan, M., Chelliah, S., & Ahmed, S. (2017). Factors influencing destination image and visit intention among young women travellers: role of travel motivation, perceived risks, and travel constraints. Asia Pacific Journal of Tourism Research, 22. https://doi.org/10.1080/10941665.2017.1374985
Lemes, M. T., Nunes, J. R., Nunes, P. A., & Oliveira, S. S. (2014). Contribuição do ecoturismo e educação ambiental em um balneário localizado no município de Nobres (MT). Revista Brasileira de Ecoturismo (RBEcotur), 7(1), 151–167. https://doi.org/10.34024/rbecotur.2014.v7.6317
Lim, W. M. (2014). Antecedents and consequences of customer hedonism in hospitality services. Journal of Hospitality Marketing & Management, 23, 626–651. https://doi.org/10.1080/19368623.2014.846838
Lin, C.-H. (2012). Effects of Cuisine Experience, Psychological Well-Being, and Self-Health Perception on the Revisit Intention of Hot Springs Tourists. Journal of Hospitality & Tourism Research, 38, 243–265. https://doi.org/10.1177/1096348012451460
Lo, A., & Jim, C. Y. (2015). Protest response and willingness to pay for culturally significant urban trees: Implications for Contingent Valuation Method. Ecological Economics, 114, 58–66. https://doi.org/10.1016/j.ecolecon.2015.03.012
Loestefani, V., Poan, R., Suwitorahardjo, B., & Wardhana, A. K. (2022). Service Quality and Product Quality as An Influence on Customer Loyalty at Naturalis Koffie. FIRM Journal of Management Studies, 7(2), 211–236.
Luo, J. M., Lam, C., & Wang, H. (2021). Exploring the Relationship Between Hedonism, Tourist Experience, and Revisit Intention in Entertainment Destination. SAGE Open, 11, 1–11. https://doi.org/10.1177/21582440211050390
Malhotra, N., Nunan, D., & Birks, D. (2017). Marketing Research: An Applied Approach.
Moliner-Tena, M. A., Monferrer-Tirado, D., Estrada-Guillen, M., & Vidal-Meliá, L. (2023). Memorable customer experiences and autobiographical memories: From service experience to word of mouth. Journal of Retailing and Consumer Services, 72, 103290. https://doi.org/https://doi.org/10.1016/j.jretconser.2023.103290
Morozov, M. A., & Morozova, N. S. (2016). Attractive tourist destinations as a factor of its development. Journal of Environmental Management and Tourism, 7. https://doi.org/10.14505/jemt.v7.1(13).10
Muhaimin, H., Herachwati, N., Hadi, C., Wihara, D. S., & Wardhana, A. K. (2023). Entrepreneurship Leadership: Fostering An Entrepreneurial Spirit In Students During Pandemic Covid-19 (Case Study In Tebuireng Boarding School East Java). Journal of Namibian Studies: History Politics Culture, 33, 5597–5610.
Nguyen-Viet, B., Dang, H., & Nguyễn, H. (2020). Revisit intention and satisfaction: The role of destination image, perceived risk, and cultural contact. Cogent Business & Management, 7. https://doi.org/10.1080/23311975.2020.1796249
Nusairat, N., Al-Hammouri, Q., Al-Ghadir, H., Ahmad, A., & Abuhashesh, M. (2020). Fitness Centers Ambience-Customer Behavioral Intentions Relationship: The Mediating Role of Customer Emotional States. International Journal of Business and Management, 15, 93. https://doi.org/10.5539/ijbm.v15n9p93
Ortegón-Cortázar, L., & Royo-Vela, M. (2019). Nature in malls: Effects of a natural environment on the cognitive image, emotional response, and behaviors of visitors. European Research on Management and Business Economics, 25(1), 38–47. https://doi.org/10.1016/j.iedeen.2018.08.001
Patwary, A., & Rashid, B. (2016). The Impacts of Hospitality Services on Visit Experience and Future Visit Intention of Student Travelers. International Journal of Business and Technopreneurship, 6, 107–125.
Pinto, S., Fumincelli, L., Mazzo, A., Caldeira, S., & Martins, J. (2016). Comfort, well-being and quality of life: Discussion of the diferences and similarities among the concepts. Porto Biomedical Journal, 2. https://doi.org/10.1016/j.pbj.2016.11.003
Pratiwi, A. C., Wardhana, A. K., & Rusgianto, S. (2022). Application of Vector Error Correction Model on Macroeconomic Variables toward Changes in the Composite Stock Price Index. Daengku: Journal of Humanities and Social Sciences Innovation, 2(2), 219–229.
Prayag, G., Hosany, S., Muskat, B., & Del Chiappa, G. (2017). Understanding the Relationships between Tourists Emotional Experiences, Perceived Overall Image, Satisfaction, and Intention to Recommend. Journal of Travel Research, 56. https://doi.org/10.1177/0047287515620567
Qanita, A. (2020). Analisis Layanan Belanja Kriing Pasar Tradisional Sumenep Di Tengah Pandemi Covid-19 Dengan Metode Swot Dan Qspm. Airlangga Journal of Innovation Management, 1(2), 160. https://doi.org/10.20473/ajim.v1i2.21259
Qosim, N., Ratnasari, R. T., Wardhana, A. K., Fauziana, H., & Barkah, T. T. (2023). Eight Years of Research Related to the Green Sukuk in the Global Stock Exchange Market to Support the Implementation of SDG: A Bibliometric Review. Journal of Islamic Economic and Business Research, 3(2), 161–180.
Radder, L., & Han, X. (2015). An Examination Of The Museum Experience Based On Pine And Gilmore’s Experience Economy Realms. Journal of Applied Business Research, 31, 455–470. https://doi.org/10.19030/jabr.v31i2.9129
Riduwan, R., & Wardhana, A. K. (2022). Effect of industrial digitalization on total halal meat production in Java. Journal of Halal Product and Research, 5(1), 24–31.
Ro, Y., & Chon, K. (2006). Antecedents of Revisit Intention. Annals of Tourism Research - ANN TOURISM RES, 33, 1141–1158. https://doi.org/10.1016/j.annals.2006.06.003
Ryandono, M. N. H., Mawardi, I., Rani, L. N., Widiastuti, T., Ratnasari, R. T., & Wardhana, A. K. (2022). Trends of research topics related to Halal meat as a commodity between Scopus and Web of Science: A systematic review. F1000Research, 11(1562), 1562.
Ryandono, M. N. H., Permatasari, S. A., & Wijayanti, I. (2019). Business behavior in an islamic perspective: Case study of muslim woman entrepreneurs in Ikatan Wanita Pengusaha Indonesia (IWAPI). 12th International Conference on Business and Management Research (ICBMR 2018), 154–159.
Ryff, C. D. (2015). Psychological Well-being Revisited: Advances in Science and Practice. Psychother Psychosom [revista en Internet] 2014, dic [acceso 12 de febrero de 2021]; 83(1):10-28. Psychother Psychosom, 83(1), 10–28. https://doi.org/10.1159/000353263.Psychological
Sardar, S., Hossain, D. M. E., Kamruzzaman, D. M., & Ray, R. (2021). Ict Applications in Tourism and Hospitality Industry of Bangladesh: a Research Review. IJRDO - Journal of Business Management, 7(6), 64–74. https://doi.org/10.53555/bm.v7i6.4404
Scarpi de Claricini, D. (2020). A Literature Review of Hedonic and Utilitarian Shopping Orientation (pp. 7–40). https://doi.org/10.1007/978-3-030-43876-0_2
Siddiq, I., Juliana, J., & Adirestuty, F. (2020). Shariapreneur Interest: Analysis Of Sharia Business Knowledge and Motivation (Studies On Students Of The Islamic Economics Study Program Bandung City Universities. Review of Islamic Economics and Finance, 3(2), 80–90.
Smith, M. K., & Diekmann, A. (2017). Tourism and wellbeing. Annals of Tourism Research, 66, 1–13.
Soni, G., Hussain, S., & Shah, F. A. (2024). The Tourist Psychology and the Creation of Tourist Experiences BT - International Handbook of Skill, Education, Learning, and Research Development in Tourism and Hospitality (A. Sharma (ed.); pp. 103–117). Springer Nature Singapore. https://doi.org/10.1007/978-981-97-4318-6_6
Stylos, N., Vassiliadis, C., Bellou, V., & Andronikidis, A. (2016). Destination images, holistic images and personal normative beliefs: Predictors of intention to revisit a destination. Tourism Management, 53, 40–60. https://doi.org/10.1016/j.tourman.2015.09.006
Terblanche, N. (2018). Revisiting the supermarket in-store customer shopping experience. Journal of Retailing and Consumer Services, 40, 48–59. https://doi.org/10.1016/j.jretconser.2017.09.004
Thanh An, L., Markowski, J., Bartos, M., Rzeńca, A., & Namieciński, P. (2019). An evaluation of destination attractiveness for nature-based tourism: Recommendations for the management of national parks in Vietnam. Nature Conservation, 32, 51–80. https://doi.org/10.3897/natureconservation.32.30753
Thiumsak, T., & Ruangkanjanases, A. (2016). Factors Influencing International Visitors to Revisit Bangkok, Thailand. Journal of Economics, Business and Management, 4, 220–230. https://doi.org/10.7763/JOEBM.2016.V4.94
Tiwari, A., Bajpai, N., Singh, D., & Vyas, V. (2021). Antecedents of hedonism affecting memorable tourism experience (MTE) leading to revisit intention in tourists. International Journal of Tourism Cities, ahead-of-p. https://doi.org/10.1108/IJTC-03-2021-0043
Tosun, C., Dedeoğlu, B., & Fyall, A. (2015). Destination service quality, affective image and revisit intention: The moderating role of past experience. Journal of Destination Marketing & Management, 4. https://doi.org/10.1016/j.jdmm.2015.08.002
tunjunganplaza. (n.d.). Tunjungan Plaza. Https://Tunjunganplaza.Com/.
Voss, K., Spangenberg, E., & Grohmann, B. (2003). Measuring the Hedonic and Utilitarian Dimensions of Consumer Attitude. Journal of Marketing Research - J MARKET RES-CHICAGO, 40, 310–320. https://doi.org/10.1509/jmkr.40.3.310.19238
Wardhana, A. K. (2023). Applying Islamic Leadership In Working Environment: A Bibliometric Study. Journal Human Resources 24/7: Business Management, 1(1), 25–32.
Wardhana, A. K., & Ratnasari, R. T. (2022). Impact of Agricultural Land and the Output of Agricultural Products Moderated with Internet Users toward the Total export of Agricultural Product in Three Islamic South East Asian Countries. Iqtishodia: Jurnal Ekonomi Syariah, 7(2), 11–20.
Wijayanti, I., & Ryandono, M. N. H. (2020). Zakat institutions’ mustahiq transformation in developing countries: Comparison study. Opcion, 36(S26), 350–366.
Yan, N., de Bloom, J., & Halpenny, E. (2024). Integrative review: Vacations and subjective well-being. Journal of Leisure Research, 55(1), 65–94. https://doi.org/10.1080/00222216.2023.2193180
Yao, Q., Kuai, L., & Jiang, L. (2023). Effects of the anthropomorphic image of intelligent customer service avatars on consumers’ willingness to interact after service failures. Journal of Research in Interactive Marketing, 17(5), 734–753. https://doi.org/10.1108/JRIM-06-2022-0164
Yim, M. Y.-C., Yoo, S.-C., Sauer, P., & Seo, J. H. (2014). Hedonic shopping motivation and co-shopper influence on utilitarian grocery shopping in superstores. Journal of the Academy of Marketing Science, 42, 528–544.
Yudha, A. T. R. C., Huda, N., Maksum, M., Sherawali, S., & Wijayanti, I. (2024). The Moderating Effect of Religiosity on Fashion Uniqueness and Consciousness in Halal Fashion Purchase. Indonesian Journal of Halal Research, 6(2), 71–84.
Zaki, I., Herianingrum, S., Hapsari, M. I., Bayuny, A. F. R., & Wijayanti, I. (2024). Diversifikasi Pengolahan Frozen Nugget, Pengemasan dan Pemasaran Google Bisnis. JILPI: Jurnal Ilmiah Pengabdian Dan Inovasi, 2(3), 1–10.
Zakik, Z., Kamil, A., Prasetyo, A. S., Ryandono, M. N. H., & Wijayanti, I. (2022). Economic development on Madura Island through halal tourism: A business feasibility study. Al-Uqud: Journal of Islamic Economics, 6(2), 289–303.
Zulaikha, S., Hendratmi, A., Sridadi, A. R., Basit, A., Iman, A. N., Wardhana, A. K., Ghifara, A. S., Pratiwi, A. C., Febriyanti, A. R., & Nugroho, A. D. (n.d.). FILSAFAT EKONOMI ISLAM Menjawab Tantangan Peradaban. Zifatama Jawara.
Zulfiqar, U., Abbas, A. F., Aman-Ullah, A., & Mehmood, W. (2024). A bibliometric and visual analysis of revisit intention research in hospitality and tourism. Journal of Tourism Futures, 1–29. https://doi.org/10.1108/JTF-01-2024-0013
Copyright (c) 2024 Airlangga Journal of Innovation Management
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
1. Copyright of this journal is possession of Editorial Board and Journal Manager, by the knowledge of author, whilst the moral right of the publication belongs to the author.
2. Legal formal aspect of journal publication accessibility refers to Creative Commons Atribusi-Non Commercial-No ShareAlike (CC BY-NC-SA),implies that publication can be used for non-commercial purposes in its original form (cannot be modified).
3. Every publications are open access for educational purposes, research, and library. Other that the aims mentioned above, editorial board is not responsible for copyright violation.
AJIM by Unair is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
