Relationship between Service Quality and Revisit Intention of Museum Travelers in Jakarta: Mediation Effect of Visitor Satisfaction

The purpose of this study is to examine the revisit intention of visitors who come to the museum in Jakarta in relation to service quality mediated by visitor satisfaction. Samples taken were 120 visitors who came to the nine museums, Museum Nasional, Museum Satria Mandala, Museum Sejarah Jakarta, Museum Bahari, Museum Tekstil, Museum Wayang, Museum Seni Rupa dan Keramik, Museum Joang 45, Museum Thamrin dan Museum Prasasti on November and December 2019. This study is using SPSS and AMOS software to analyse the data. The results of this study stated that there is a significant influence on visitor satisfaction caused by service quality. There is a significant correlation where visitor satisfaction affects revisit intention. There is a significant effect on revisit intention caused by service quality and there is a significant effect of service quality on visitor revisit intention through visitor satisfaction mediation. Museum managers must improve service quality in order to remain competitive in tourism industry.