A Consuequence of Satisfaction and Loyalty: How Waterpark Images and Price Fairness Affect Its (An empirical study of Bengkulu)

  • Fachri Eka Saputra Universitas Bengkulu
  • Fedyah Anggriani Universitas Bengkulu


The purpose of this study as to determine how the effect of waterpark image and price fairness on customer satisfaction and its implications for customer loyalty at Waterpark Wahana Surya Bengkulu. The measurement of this study uses 14 indicator items which are distributed using an online questionnaire. The number of samples in this study were 136 respondents and the data were analyzed using SEM PLS (Partial Least Square). Date were collected using a questionnaire using a Likert scale. This research used descriptive method with a quantitative approach. The type of data used in this study is primary data. The results of this study prove that 1. waterpark image has a positive effect on price fairness, 2. Waterpark image has a positive effect on customer satisfaction, 3. Fairness of price has a positive effect on customer satisfaction, 4. Waterpark image has a positive effect on customer loyalty, 5. Fairness of price has a positive effect on customer loyalty, 6. Customer satisfaction has no effect on customer loyalty.


Download data is not yet available.


Andersson, T. D., & Getz, D. (2009). “Tourism as a mixed industry” Differences between private, public and not-for-profit festivals. Tourism Management, 30, 847–856.

Bigne et al. 2005. The Impact of Internet User Shopping Patterns and Demographics on Consumer Mobile Buying Behavior. “Journal of electronic commerce research” Vol 6 No. 3.

Christoper Lovelock & Lauren K Wright.2005. Manajemen Pemasaran Jasa, PT. Indeks, Indonesia

Cooper, Donald R. and Pemela S. Schindler. (2003). Business Research Methods, International Edition, McGraw-Hill Companies, Inc. New York.

Dai et al. 2010. An Epidemiology Survey of Bacterial Vaginosis, Vulvovaginal Candidiasis and Trichomoniasis in the Tibetan Area of Sichuan Privince, China. “European Journal of Obtsetrics and Gynecology and Reproducive Biology”. 150: 207-209.

Fujun Lai, Mitch Griffin & Barry J. Babin. 2009. How quality, value image, and satisfaction create loyalty at a Chinese telecom. “Journal of Business Research”. 62 (2009) 980-986.

Ghozali, imam.2013. “Model Persamaan Struktural Konsep dan Aplikasi dengan SPSS Persi 18.” Semarang: Badan Penerbit Universitas Diponegoro.

Hair, Joseph. F. Black, William C. Babin, Barry J. & Anderson, Rolph E., 2010, “Multivariate Data Analysis,” 7th ed, Pearson Prentice Hall.

Herman, A., Ia, L., Monroe, K. B., and Huber, F. 2007. “The Influence of Price Fairness on Customer Satisfaction: An Empirical Test in the Context of automobile Purchase”, Journal of Product & Brand Management, Vol. 16 No. 1, pp. 49-58.

Jin Nathaniel (2013) ”The Effect of Experience Quality on Perceived Value, Satisfaction, Image and Behavioral Intention of Water Park Patrons: New versus Repeat Visitors”

Jin Nathaniel (2016) “Line The effects of image and price fairness: a consideration of delight and loyalty in the waterpark industry”

Jin, Naehyun, P., Discepoli, N., & Merkebu, L. J. (2016). “The Effects of Image and Price Fairness: A Consideration of Delight and Loyalty inTheWaterpark Industry. ”International Journal of Contemporary Hospitality Management, Vol. 28, No. 9

Kim, et al. 2004. Lean Healthcare: “What Can Hospital Learn from a World-Class Automaker”. Journal of Hospital Medicine Vol 1 / No 3 / May / june 2004.

Lai F, Griffin M, Babin BJ. 2009. How quality, value, image, and satisfaction create loyalty at Chi

Martin-Consuegra, D., Molina, A. and Esteban, A. 2007. “An Integrated Model of Price, Satisfaction, and Loyalty: An Empirical Analysis in the Service Sector ”, Journal of Produk & Brand Management, Vol. 16 No. 7,pp. 459-468

Malhotra, Naresh K. 2006. “Riset Pemasaran” yaitu Pendekatan Terapan. Edisi Keempat. Jilid 2. PT Indeks. Jakarta

Matzler, K., Brigit, R., and Faullant, R. 2007. ‘Dimensions of Price satisfaction : A Replication And Extention’. The International Journal of Bank Marketing, Vol. 25 No. 6, pp. 394-405

Mowen, John dan Michael Minor. 2002. Perilaku Konsumen. Jakarta: Erlangga.

Naehyun (Paul) Jin a, Sangmook Lee a & Lynn Huffman, 2013. Impact of Restaurant Experience on Brand Image and Customer Loyalty: “Moderating Role of Dining Motivation”. United State: Journal of Travel & Tourism Marketing, 29:532–551

Noone, B. M., & Mount, D. J. 2008. The effect of price on return intentions: “Do satisfaction and reward programme membership matter? Journal of Revenue Pricing Management”

Olsen, S.O (2002), “Comparative Evaluation and the Relationship Between Quality, Satisfaction, and Repurchase Loyalty”. Journal of the Academy of Marketing Science. Vol.30, p240-249

Parasuraman, A., Zeithaml, V.A.and Berry, L.L. (1998), SERVQUAL: “a multiple item scale for Measuring consumer perceptions of service quality, Journal of Retaling” vol. 64 No, 1, pp. 12-40

Sarwono jonathan, 2006, Metode Penelitian Kuantitatif dan Kualitatif, Graha Ilmu, Yogyakarta.

Sekaran, Uma. 2006. Research Methods for Business: Metodologi Penelitian untuk Bisnis. Edisi 4. Buku 2. Jakarta: Salemba Empat.

Sugiyono, 2011. Statistik untuk Penelitian. Bandung: Penerbit CV Alfabeta

Tjiptono, Fandy, 1997, Strategi Pemasaran, penerbit: Andi offset, Edisi Kedua, Cetakan Pertama, Yogyakarta.

Trowbridge, E.H. (1999), “The marketing of waterparks, slides, and surf pools at resorts and hotels in Arizona: A case study”, Journal of Vacation Marketing, Vol. 5, pp. 82-93.

Xia, L., Monroe, K.B. and Cox, J.L. 2004. ‘The price is unfair! A conceptual framework of price fairness perceptions. Journal of Marketing. Vol. 68. pp. 1-15.

Zeithaml et al., 1996. “Measuring the quality of relationship in customer service: An empirical study, European. Journal of Marketing”.

How to Cite
Saputra, F., & Anggriani, F. (2020). A Consuequence of Satisfaction and Loyalty: How Waterpark Images and Price Fairness Affect Its (An empirical study of Bengkulu). JURNAL MANAJEMEN BISNIS, 7(2), 61 - 70. https://doi.org/10.33096/jmb.v7i2.551