Electronic Word of Mouth dalam Wisata Kebugaran: Tinjauan Literatur Sistematis
DOI:
https://doi.org/10.55606/makreju.v4i3.4469Keywords:
Customer Satisfaction, Electronic Word of Mouth, Online Customer Reviews, Revisit Intention, Wellness TourismAbstract
The rapid growth of digital technology has transformed consumer communication patterns, making Electronic Word of Mouth (eWOM) an important source of information in the Wellness Tourism industry. Despite the increasing number of studies on this topic, previous research remains fragmented and lacks a comprehensive synthesis of the relationship between eWOM and wellness tourism. This study aims to systematically review the development of research on eWOM in Wellness Tourism and identify emerging research themes and future research directions. This study employed a Systematic Literature Review (SLR) approach based on the PRISMA 2020 guidelines. The literature search was conducted using the Scopus database with predefined inclusion and exclusion criteria, resulting in 13 eligible articles published between 2021 and 2026. The findings reveal six major research themes: eWOM as a digital communication medium, online customer reviews as strategic information sources, the role of eWOM in tourist decision-making, the relationship between eWOM and customer satisfaction, wellness experience as a driver of positive eWOM, and the influence of eWOM on revisit intention. The review also indicates a growing application of digital analytics and artificial intelligence in analyzing online reviews within wellness tourism. This study contributes by providing a comprehensive synthesis of recent research trends and offers theoretical and practical insights for researchers and tourism practitioners in developing effective digital marketing strategies and enhancing customer engagement in Wellness Tourism destinations.
References
Aisha, N., Williady, A., & Kim, H.-S. (2025). Reputation and guest experience in Bali's spa hotels: A big data perspective. Tourism and Hospitality, 6(4). https://doi.org/10.3390/tourhosp6040180
Akl, E. A., Piechotta, V., Mckenzie, J. E., Dorando, E., Barker, J. M., Page, M. J., & Skoetz, N. (2026). Extension of the PRISMA 2020 statement for living systematic reviews (LSRs): Protocol Claire Iannizzi. 1–11.
Anannukul, N., & Yoopetch, C. (2022). The determinants of intention to visit wellness tourism destination of young tourists. 43, 417–424. https://doi.org/10.34044/j.kjss.2022.43.2.20
Azuara-Grande, A., Sarmiento-Guede, J. R., & Fraiz-Brea, J. A. (2026). From click to visit: The role of eWOM in the choice of spa tourism destinations under information acceptance models. Cuadernos de Gestión, 26(1), 39–55. https://doi.org/10.5295/cdg.252474aa
Bilan, Y. (2024). The impact of digital technologies on tourists' travel choices and overall experience. 15(29), 153–175. https://doi.org/10.29036/jots.v15i29.805
Chen, K.-H., Huang, L., & Ye, Y. (2023). Research on the relationship between wellness tourism experiencescape and revisit intention: A chain mediation model. International Journal of Contemporary Hospitality Management, 35(3), 893–918. https://doi.org/10.1108/IJCHM-01-2022-0050
Chihwai, P. (2024). Designing a most suitable questionnaire for measuring tourists' satisfaction in wildlife viewing context. In COVID-19 impact on tourism performance in Africa (pp. 93–142). Springer Nature. https://doi.org/10.1007/978-981-97-1931-0_6
Chu, H. C., Lee, J., & Roh, H. (2025). Beyond religious tourism: Revolutionizing Templestay as a mental health intervention through wellness tourism. Journal of Travel and Tourism Marketing, 42(8), 1118–1134. https://doi.org/10.1080/10548408.2025.2556128
de Azevedo-Ferreira, M., & Moraes Zouain, D. (2024). Social media influential factors for the decision of tourist destinations: A systematic review. PASOS Revista de Turismo y Patrimonio Cultural, 22(4), 825–842. https://doi.org/10.25145/j.pasos.2024.22.053
Giannakopoulou, S., & Tzalonikou, T. (2026). Hiking- and mountaineering-based wellness tourism development in Greece: Towards a related regional policy and spatial planning. 1–31. https://doi.org/10.3390/tourhosp7020051
Goyal, C., & Taneja, U. (2025). Electronic word of mouth for the choice of wellness tourism destination image and the moderating role of COVID-19 pandemic. Journal of Tourism Futures, 11(3), 349–368. https://doi.org/10.1108/JTF-08-2022-0207
Hossain, K., Kumar, S., & Shabbir, R. (2024). Purchasing tourism services through online travel agency: Does electronic word-of-mouth have influence? An empirical study on Bangladeshi tourists. Geojournal of Tourism and Geosites, 54, 771–783. https://doi.org/10.30892/gtg.542spl01-1252
Hung, N. P., & Thinh, D. L. P. H. (2024). The relationship between electronic word-of-mouth and Gen Z consumers' intention in selecting eating place in Ho Chi Minh City, Vietnam. Geojournal of Tourism and Geosites, 56(4), 1599–1608. https://doi.org/10.30892/gtg.56416-1330
Jittamai, P., Toek, S., Phengarree, K., & Kongkanjana, K. (2025). Multi-criteria decision-making for assessing and evaluating health and wellness tourism destination potential using the 6AsTD framework: A case study of Nakhon Ratchasima. 1–24. https://doi.org/10.3390/su17114995
Kurniawan, A. (2025). Word of mouth (WOM) (Cetakan Pertama). UPY Press.
Li, R., Liu, D., & Chen, Q. (2025). Modeling tourists preferences through online reviews: An UPL-PT-MULTIMOORA-EDAS group decision method for wellness scenic spots selection. International Journal of Machine Learning and Cybernetics, 16(5), 3381–3398. https://doi.org/10.1007/s13042-024-02456-1
Li, Y., & Wen, T. (2024). Psychological mechanism of forest-based wellness tourism decision-making during the prevention and control of COVID-19. Forest Policy and Economics, 160. https://doi.org/10.1016/j.forpol.2023.103140
Mariani, M., & Borghi, M. (2023). Exploring environmental concerns on digital platforms through big data: The effect of online consumers' environmental discourse on online review ratings environmental discourse on online review ratings. Journal of Sustainable Tourism, 31(11), 2592–2611. https://doi.org/10.1080/09669582.2022.2033982
Nergiz, H. G. (2026). Wellness tourism and memorable visitor experiences in Istanbul's historical baths: Evidence from TripAdvisor reviews. International Journal of Spa and Wellness. https://doi.org/10.1080/24721735.2026.2668186
Nilashi, M., Samad, S., Ahani, A., Ahmadi, H., Alsolami, E., Mahmoud, M., Majeed, H. D., & Abdulsalam, A. (2021). Computers & Industrial Engineering travellers decision making through preferences learning: A case on Malaysian spa hotels in TripAdvisor. Computers & Industrial Engineering, 158(September 2020), 107348. https://doi.org/10.1016/j.cie.2021.107348
Nyoni, N., Marnewick, A. L., & Marnewick, C. (2025). Improving systematic literature reviews: A narrative guideline to structure the analysis stage. 23(2), 70–87. https://doi.org/10.34190/ejbrm.23.2.4033
Palomino, O. (2021). Wellness tourism: Motivation, satisfaction and customer engagement factors. In S. C., O. M., & S. S. (Eds.), Proceedings of the International Conference on Tourism Research (pp. 430–434). Academic Conferences and Publishing International Limited. https://doi.org/10.34190/IRT.21.036
Porya, A., Chowdhary, N., & Ahirwar, B. (2026). The place-wellbeing nexus in wellness tourism: Environmental, cultural, and embodied insights from yoga retreat centres of Uttarakhand, India. Tourism Recreation Research. https://doi.org/10.1080/02508281.2026.2640400
Rahman, M. (2025). The influence of electronic word-of-mouth (eWOM) on promoting sustainable tourism in Bangladesh. 2025. https://doi.org/10.1155/hbe2/6650724
Salsabila, A., Wijaya, N. P. S., & Syahchari, D. H. (2026). The influence of perceived health benefits, tourism transportation, mental health, and motivation on the development of wellness tourism. In 2026 International Conference on Artificial Intelligence for Sustainable Engineering and Innovation, AISEI 2026 (pp. 878–883). https://doi.org/10.1109/AISEI68628.2026.11572736
Silaban, P. H., Chen, W., Sormin, S., B, Y. N., Panjaitan, P., & Silalahi, A. D. K. (2023). How does electronic word of mouth on Instagram affect travel behaviour in Indonesia: A perspective of the information adoption model. Cogent Social Sciences, 9(1). https://doi.org/10.1080/23311886.2022.2163525
Tariyal, A., Singh, S., Bisht, S., & Rana, V. (2023). What influences wellness customers to engage in electronic word of mouth? A total interpretive structural modelling approach. International Journal of Spa and Wellness, 6(2), 239–262. https://doi.org/10.1080/24721735.2023.2177408
Valente-Mosqueda, F., Thakur, P., Calero-Sanz, J., & Orea-, A. (2026). The inspired wellness: Unveiling the connection between mental health and wellness tourism. Tourism Recreation Research, 51(3), 895–911. https://doi.org/10.1080/02508281.2024.2448084
Wei, S., & Kim, H. (2022). Online customer reviews and satisfaction with an upscale hotel: A case study of Atlantis, The Palm in Dubai. https://doi.org/10.3390/info13030150
Yoopetch, C., & Chirapanda, S. (2024). The effects of electronic word of mouth, customer attitude, and service quality on revisit intention of wellness tourism. 6798. https://doi.org/10.62754/joe.v3i6.4052
Zhao, Y., Tang, B., Yang, X., & Nawijn, J. (2024). How review valence shapes visit intention: Affective commitment and destination reputation. 1–17. https://doi.org/10.3390/su16093584
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 Manajemen Kreatif Jurnal
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
