The Role of Tourists' Emotional Experiences in Recommending Tourist Attractions: A Case Study of Tourist Satisfaction on Onrust Island

Onrust Island, which is located in the Thousand Islands, is one of the islands that has a high historical value and is declared a protected historic site. Besides museums, on this island there are ruins of a fort, a windmill, cannon, some hajj quarantine building, and graves of VOC legacy. Even though the government has now opened this island as a historical tourist destination, to date, not many people are interested in visiting the island. This research is aimed at answering the questions of what causes Onrust Island to be less recommended by tourists to visit and what solutions must be taken so that Onrust Island can become a recommended tourist destination based on tourist emotional experience. This is a qualitative research with a case study approach. Data collection used semi-structured interviews with 5 domestic travelers and 5 foreign travelers. The aim is to see if there are differences of opinions between domestic travelers and foreign travelers about Onrust Island. The results of this study indicate that the dimensions of tourism product quality consisting of attractions of objects, information, public facilities, human resources, services, cleanliness and accessibility greatly determine the satisfaction or dissatisfaction of tourists. This study also proves that tourists who visit Onrust Island still found a negative emotional experience that is related to dissatisfaction which will result in unwillingness to make recommendations to visit the island

CUSTOMER RELATIONSHIP MARKETING DI RAMAYANA DEPARTEMENT STORE PADA MASA PANDEMIC COVID-19

he Covid 19 pandemic has hit the economy and business globally, one of which is the Ramayana Department Store where sales have decreased. It is necessary to have a customer relationship marketing strategy to maintain customer loyalty which leads to increased sales. The purpose of this study is to analyze the customer relationship marketing strategy implemented by the Ramaya Department Store. The method used is a qualitative method. The results of the research show that member loyalty programs are less attractive due to lack of promotion and slow customer service response