Skip to main content

The Impact of Visitor Experience on Community Loyalty in Borneo Convention Centre Kuching

Part of the book series: Lecture Notes in Networks and Systems ((LNNS,volume 924))

Abstract

This study aims to analyze the customer engagement and value-proposition in influencing the visitor experience to ensure they will become a loyal visitor. The study focuses on the visitor experience at Borneo Convention Center Kuching (BCCK). The researcher uses quantitative methods by distributing as many as 384 questionnaires to individuals in Sarawak who have visited BCCK. The results of this questionnaire form can help collect data to analyze using SPSS to meet the needs of the study. With this study, the researcher can know whether these factors influence visitors’ overall experiences. Additionally, it can also help parties involved with the management of BCCK, especially in developing the Customer Experience framework, to improve their visitor totality of cognitive, affective, sensory, and behavioral consumer responses during all stages of the consumption process, including pre-purchase, consumption, and post-purchase stages for the services provided by BCCK.

Keywords

This is a preview of subscription content, log in via an institution.

Buying options

Chapter
EUR   29.95
Price includes VAT (Malaysia)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
eBook
EUR   149.79
Price includes VAT (Malaysia)
  • Available as EPUB and PDF
  • Read on any device
  • Instant download
  • Own it forever
Softcover Book
EUR   179.99
Price excludes VAT (Malaysia)
  • Compact, lightweight edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Purchases are for personal use only

Learn about institutional subscriptions

References

  • Gentile, C., Spiller, N., Noci, G.: How to sustain the customer experience: an overview of experience components that co-create value with the customer. Eur. Manag. J. 25(5), 395–410 (2007)

    Article  Google Scholar 

  • Lasalle, D., Britton, T.A.: Priceless: Turning Ordinary Products into Extraordinary Experiences, 1st edn. Harvard Business Review Press, Brighton (2002)

    Google Scholar 

  • Park, E.: Motivations for customer revisit behavior in online review comments: analyzing the role of user experience using big data approaches. J. Retail. Consum. Serv. 51, 14–18 (2019)

    Article  Google Scholar 

  • Schmitt, B. H.: Experiential Marketing: How to Get Customers to Sense, Feel, Think, Act, Relate To Your Company And Brands. Free Press (2000)

    Google Scholar 

  • Shaw, C., Ivens, J.: Building Great Customer Experiences, Revised Edition. Palgrave Macmillan (2005)

    Google Scholar 

  • Thakur, R.: Customer engagement and online reviews. J. Retail. Consum. Serv. 41, 48–59 (2018)

    Article  Google Scholar 

  • Van de Walle, S.: Explaining citizen satisfaction and dissatisfaction with public services. In: Ongaro, E., Van Thiel, S. (eds.) The Palgrave Handbook of Public Administration and Management in Europe, pp. 227–241 (2016)

    Google Scholar 

  • Verhoef, P.C., Lemon, K.N., Parasuraman, A., Roggeveen, A., Tsiros, M., Schlesinger, L.A.: Customer experience creation: determinants, dynamics and management strategies. J. Retail. 85(1), 31–41 (2009)

    Article  Google Scholar 

  • Yargın, G. T., Süner, S., Günay, A.: Modelling user experience: Integrating user experience research into design education. In Proceedings of the IADIS International Conferences Interfaces and Human Computer Interaction, Ankara, Turkey, pp. 26–34 (2018)

    Google Scholar 

Download references

Author information

Authors and Affiliations

Authors

Corresponding author

Correspondence to Mohammad Amirul Ayu Rajiman .

Editor information

Editors and Affiliations

Rights and permissions

Reprints and permissions

Copyright information

© 2024 The Author(s), under exclusive license to Springer Nature Switzerland AG

About this paper

Check for updates. Verify currency and authenticity via CrossMark

Cite this paper

Rajiman, M.A.A., Hussain, S.A.S., Jamil, A.H.S. (2024). The Impact of Visitor Experience on Community Loyalty in Borneo Convention Centre Kuching. In: Alareeni, B., Hamdan, A. (eds) Technology and Business Model Innovation: Challenges and Opportunities. ICBT 2023. Lecture Notes in Networks and Systems, vol 924. Springer, Cham. https://doi.org/10.1007/978-3-031-53998-5_22

Download citation

  • DOI: https://doi.org/10.1007/978-3-031-53998-5_22

  • Published:

  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-031-53997-8

  • Online ISBN: 978-3-031-53998-5

  • eBook Packages: EngineeringEngineering (R0)

Publish with us

Policies and ethics