Mediation Effect of Visitor Satisfaction from Cleanliness, Health, Safety, and Environment Sustainable (CHSE) Relationships on Visitor Loyalty at Kaliwatu Rafting Tourist Destinations Batu City

Abstract

Customer Loyalty is the result of customer satisfaction. The purpose of this study was to examine and analyze the impact of customer satisfaction as a mediating variable of the relationship between cleanliness, health, safety, and a sustainable environment on customer loyalty. This research is an explanatory research, with the location of this research being carried out at the Kaliwatu Rafting Tourism Destination, Batu City, East Java. The population in this study were all people/communities who had visited the Kaliwatu rafting tourist destination. With a sample of 150 respondents. The data analysis technique used descriptive statistical analysis, path analysis, and hypothesis testing. From the results of the analysis and discussion, it is found that cleanliness, health, safety, and a sustainable environment affect customer loyalty. However, among cleanliness, health, safety, and a sustainable environment that affect customer loyalty through customer satisfaction, there is only one variable, namely the health variable which has a significant effect on customer loyalty through customer satisfaction visiting Kaliwatu Rafting tourist destinations, so it can be said that customer satisfaction actually act as a mediation in this study for the health variable.