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Article
Publication date: 1 January 1994

Antoine Zalatan

Travelling is no longer associated with the word “travail” (labour) and there is a profusion of available information on all dimensions of any kind of trip, such that…

1066

Abstract

Travelling is no longer associated with the word “travail” (labour) and there is a profusion of available information on all dimensions of any kind of trip, such that there is little room for uncertainty (Leiper, 1983). Yet we are accustomed to hearing complaints from tourists who are unsatisfied with their tourist experience. Sources of unsatisfaction are numerous (Von Raaij and Francken, 1984; Mazursky, 1989). They can include supply factors: accommodation, transportation, food, prices, (external factors) as well as personal factors (internal attribution). Von Raaij and Francken (1984) postulated that vacationers who attribute their dissatisfaction to external factors are more dissatisfied than vacationers who attribute their dissatisfaction to themselves. However, in general, measures of satisfaction have received less than expected attention by scholars due to its linkage with “motivation”: “As expected, there was considerable similarity between motivation and satisfaction dimensions” (Ross and Iso‐Ahola, 1991). Moreover, satisfaction is often related to a particular tourist experience (discrete events) and not necessarily to the broader case of the pleasure vacation (Geva and Goldman, 1991; Mazursky, 1989). Thus, there is a need to identify factors which account for variations in the level of tourist satisfaction without specific reference to a particular tourist site. Traditionally tourist satisfaction was basically explained by the following general model:

Details

The Tourist Review, vol. 49 no. 1
Type: Research Article
ISSN: 0251-3102

Article
Publication date: 11 November 2022

Fangxuan (Sam) Li, Yuanyuan Shang and Qianqian Su

The purpose of this study is to propose and test a model that is composed of immersion, perceived attractiveness, happiness, satisfaction and behavioral intention in light…

Abstract

Purpose

The purpose of this study is to propose and test a model that is composed of immersion, perceived attractiveness, happiness, satisfaction and behavioral intention in light of the extended cognitive-affective-conative model.

Design/methodology/approach

To test the suggested research model, 271 genuine on-site questionnaires were gathered.

Findings

Immersion was found to positively affect perceived attractiveness and happiness. It is also suggested that perceived attractiveness and happiness mediate the association between immersion and tourist satisfaction.

Research limitations/implications

This study also has advantageous marketing and management implications for destination managers and marketers to improve tourist satisfaction.

Originality/value

As per the authors’ knowledge, this is the very first study that inspects the mechanism by which how immersion influences tourist satisfaction.

目的

利用拓展的认知-情感-意动理论, 本研究旨在提出和测试一个将沉浸感、感知吸引力、幸福感和行为意图联系起来的模型。

设计/方法

本研究收集线下有效样本271份。

发现

本研究发现沉浸对感知吸引力和幸福感有正向影响。本研究还提出感知吸引力和幸福感在沉浸感和游客满意度之间的关系中起中介作用。

研究意义

本研究还为目的地营销人员提供有用的营销和管理启示, 以提高游客满意度。

创意/价值

这是探索沉浸感如何影响游客满意度的机制的研究首批研究之一。

Propósito

Este estudio tiene como objetivo proponer y probar un modelo que vincula la inmersión, el atractivo percibido, la felicidad, la satisfacción y la intención de comportamiento basado en el modelo cognitivo-afectivo-conativo (CAC) extendido.

Diseño/metodología/enfoque

Se recogieron un total de 271 cuestionarios in situ válidos para probar el modelo de investigación propuesto.

Hallazgos

Se encontró que la inmersión afecta positivamente el atractivo y la felicidad percibidos. También se propone que el atractivo percibido y la felicidad median la relación entre la inmersión y la satisfacción del turista.

Limitaciones/implicaciones de la investigación

Este estudio también proporciona implicaciones útiles de marketing y gestión para que los comercializadores de destinos mejoren la satisfacción del turista.

Originalidad/valor

Este es el primer estudio que explora el mecanismo detrás de cómo la inmersión influye en la satisfacción del turista.

Book part
Publication date: 11 July 2013

Budi Guntoro and Tak-Kee Hui

Tourism is one of the main income generator for the Singapore’s economy. Since China is the second largest tourist group to Singapore in the past 15 years which is due to…

Abstract

Tourism is one of the main income generator for the Singapore’s economy. Since China is the second largest tourist group to Singapore in the past 15 years which is due to the newly middle class and the appreciation of Chinese Yuan, this study attempts to explore the market potential by understanding Chinese tourist’s repeat visit intention. A sample of 192 Chinese tourists is collected at Singapore Chiang International Airport to study eight selected satisfaction attributes using systematic random sampling techniques. The mean scores indicate that all attributes are above the average. In addition, transportation and environment/safety are tied as the most satisfactory attribute. Further, a logistic regression model identifies which attributes lead the Chinese tourists’ likelihood to revisit Singapore. Three attributes entailing lodging, attraction and environment and safety, are significant. The managerial implications are also discussed.

Details

Advances in Hospitality and Leisure
Type: Book
ISBN: 978-1-78190-746-7

Keywords

Book part
Publication date: 3 March 2005

Nina K. Prebensen

This research focuses on Norwegian tourists’ destination satisfaction as influenced by the process of buying behaviour, which further affects tourists’ behavioural…

Abstract

This research focuses on Norwegian tourists’ destination satisfaction as influenced by the process of buying behaviour, which further affects tourists’ behavioural intention by evaluating determinants and consequences of satisfaction. The data have been collected from Norwegian tourists travelling to European destinations. The findings show that the experience of the service/organisation of the journey explained about 50% of the variance in overall tourist satisfaction with the destination. Further, the results reveal that tourists are inclined to be rational while choosing activities that satisfy their inner motives. However, the relationships among tourist motivation, satisfaction, and behavioural intention are not as strong as expected.

Details

Advances in Hospitality and Leisure
Type: Book
ISBN: 978-1-84950-310-5

Article
Publication date: 14 October 2021

Muhammad Khalilur Rahman, Md Sohel Rana, Mohd Nazari Ismail, Mohd Zulkifli Muhammad, Muhammad Nazmul Hoque and Md. Abdul Jalil

Tourists often travel to different tourism destinations in advancing the knowledge of diverse cultures, environments, history and social aspects. The purpose of this study…

Abstract

Purpose

Tourists often travel to different tourism destinations in advancing the knowledge of diverse cultures, environments, history and social aspects. The purpose of this study is to explore tourists’ perception of halal tourism and its impact on word-of-mouth towards halal tourism destinations.

Design/methodology/approach

A quantitative research approach was applied in this study. Data were collected via 375 survey questionnaires and were analysed using partial least square method. Data were collected from Malaysia’s capital city and tourist spots in Kuala Lumpur, the administrative capital city in Putrajaya, and several cities in Selangor, the richest state in the country.

Findings

The findings revealed that trip quality has a higher significant impact on satisfaction and trip value. The perception of a halal tourism destination is found to have a significant influence on satisfaction and trip value. Trip value is significantly related to satisfaction but not associated with word-of-mouth (WOM). Satisfaction of tourists has a significant impact on WOM towards travel destinations.

Research limitations/implications

This study comes up with a novel understanding of the theory of tourism practices by estimating non-Muslim tourists’ perception and its significant influence of WOM towards tourism destinations. The results of this study are significant to industry practitioners, policymakers and marketers in promoting halal tourism. The results of this study provide useful insights for Malaysia’s tourism industry, particularly for the tourism marketing in Kuala Lumpur and Putrajaya cities as tourist destinations.

Practical implications

This study comes up with a novel understanding of the theory of tourism practices by estimating non-Muslim tourists’ perception and the influence of WOM towards tourism destinations. The results of this study are significant to industry practitioners, policymakers and marketers in promoting halal tourism.

Originality/value

This study examined the potential impact of non-Muslim tourists’ perception of halal tourism destinations and their WOM for halal tourism destinations.

Details

International Journal of Tourism Cities, vol. 8 no. 2
Type: Research Article
ISSN: 2056-5607

Keywords

Article
Publication date: 5 March 2021

Sanja Pekovic

The environmental sensitivity of consumers has played an important role in shaping the tourism industry. Although the green trend is an ongoing concern within the tourism…

Abstract

Purpose

The environmental sensitivity of consumers has played an important role in shaping the tourism industry. Although the green trend is an ongoing concern within the tourism industry, empirical research examining the link between green motivation and tourist satisfaction has been lacking in the tourism literature. The study bridges this research gap by examining the relationship between green pull motives and overall tourist satisfaction using empirical data from 28 Member States of the European Union and Turkey, North Macedonia, Iceland, Montenegro and Moldova. Moreover, the framework incorporates both macro- and micro-level analyses, thus offering an unbiased approach compared to analyses based on a single-level perspective. The purpose of this paper is also to compare the relationship between green pull motives and tourist satisfaction across different generational cohorts, thus offering new insights into tourist satisfaction across life-courses.

Design/methodology/approach

Through an examination of 7,450 tourists from 28 Member States of the European Union and Turkey, North Macedonia, Iceland, Montenegro and Moldova derived from the Flash Eurobarometer survey called “Preferences of Europeans towards tourism,” the authors used a Tobit model to test the proposed framework.

Findings

The obtained findings demonstrate that the green pull motives at the macro level are negatively associated with overall tourist satisfaction. In contrast, the green pull motives at the micro level are positively related to overall tourist satisfaction. In addition, the results show that the relationship between green pull motives and overall tourist satisfaction diverges between different generational cohorts.

Practical implications

These results have wide implications for tourism marketers across different European countries, suggesting that adequately managing attributes associated with green motives at both the macro and micro levels, as well as across life-course, considerably contributes to overall tourist satisfaction.

Originality/value

The novel findings increase understanding of the impact of green trends within the tourism sector by providing unbiased analysis of the relationship between green pull motives and overall tourist satisfaction that involves both a multilevel approach and generational cohort comparisons across life-course.

Details

International Journal of Contemporary Hospitality Management, vol. 33 no. 4
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 1 May 2020

Ririn Tri Ratnasari, Sri Gunawan, Imron Mawardi and Kusuma Chandra Kirana

The purpose of this paper is to examine halal certification for halal culinary, destination brand and emotional experiences on customer satisfaction and behavioral intention.

2037

Abstract

Purpose

The purpose of this paper is to examine halal certification for halal culinary, destination brand and emotional experiences on customer satisfaction and behavioral intention.

Design/methodology/approach

This study uses a quantitative survey approach to 400 respondents consisting of Muslim foreign and domestic tourists who had visited Lombok in the past three years. The sampling technique is by purposive sampling. The analysis technique used in this study is structural equation modeling-partial least square (SEM-PLS).

Findings

The findings showed that halal certification has no effect on customer satisfaction but on influenced behavioral intention, destination brand of Lombok had no effect on customer satisfaction; customer satisfaction influenced behavioral intention and emotional experiences affected customer satisfaction and behavioral intention.

Research limitations/implications

This study collects data from respondents both domestic and foreign tourists simultaneously. However, the data acquisition of respondents and foreign tourists is not balanced. Thus, this study analyzes tourists in general, not distinguished between foreign and domestic tourists.

Practical implications

The government and tourism organizers in Lombok need to provide socialization for domestic and foreign tourists on the need to choose halal-certified food and drinks to ensure halal and hygiene. In addition, so that the destination image of Lombok can provide a beautiful experience that becomes a moment of the truth, then the local government should improve its service strategy holistically.

Social implications

Destination image needs to be improved. This requires holistic tourism quality services so that the social community knows that Indonesia has a halal tourism destination that exists as tourists come from the airport to the hotel and enjoy food in restaurants and tourist attractions that are Muslim friendly.

Originality/value

This paper contributes to filling the void in the literature related to tourism management that is linked to tourism in the aftermath of natural disasters, where empirical studies on halal tourism are on the rise. Therefore, respondents in the study were specific, that is, those who had traveled. To the best of the authors’ knowledge, this study is the first of a kind that includes behavioral intention in tourist destinations after natural disasters in the Indonesian context.

Details

Journal of Islamic Marketing, vol. 12 no. 4
Type: Research Article
ISSN: 1759-0833

Keywords

Article
Publication date: 25 June 2018

Ana Ma Castillo Canalejo and Juan Antonio Jimber del Río

The main purpose of this research was to develop a universal model to evaluate the perceived value of tourism services and satisfaction with, and loyalty to, destinations…

1703

Abstract

Purpose

The main purpose of this research was to develop a universal model to evaluate the perceived value of tourism services and satisfaction with, and loyalty to, destinations from the consumers’ perspective and demonstrated the model’s applicability in this context.

Design/methodology/approach

Using the structural equation model, cause and effect relationships were identified between the proposed model’s constructs, and indices of quality, satisfaction and loyalty among tourists were estimated. This system was applied to a large set of data collected with a structured questionnaire distributed to tourists visiting the city of Seville through a non-probabilistic sampling by intentional quotas method. In total, 922 valid surveys were obtained.

Findings

The indices show that tourists who visit Seville report a high level of loyalty to, and satisfaction with, this place because of the perceived quality of a variety of services. It is observed that the perceived quality index is much higher (17.95 per cent) than the expected quality index, so the quality of the service received by the tourist during his/her visit to Seville is described as excellent.

Research limitations/implications

Regarding this study’s limitations, other variables could have been included that influence tourist satisfaction, such as the climate, the effect of advertising medium, the prices and the emotional components. In addition, surveying tourists’ expectations before their visit is virtually impossible, as is surveying the same tourists again about their perceived value and satisfaction after their visit. Future lines of research could focus on the intersection of information between tourism offer and demand, providing information about an appropriate balance in specific markets. The proposed model can also be applied to other tourism places that are similar to Seville’s tourism offer, allowing useful comparisons and identification of critical points and ways to improve customer satisfaction continuously.

Practical implications

By establishing indices of expected and perceived quality and satisfaction and loyalty among tourists, tourism authorities and different economic agents involved in this sector can receive objective information about the results and quality of tourism services. Tourism managers, thus, can set objectives for improvements and competitiveness, as well as building and maintaining customer loyalty. At the same time, these indices allow comparisons with other organisations and places. By facilitating greater transparency in the measurement of quality and satisfaction, service providers connected to tourism can create a platform on which to articulate clearly their contributions to interested parties and local communities.

Social implications

These results constitute strategies and findings that any tourism place has to consider in the planning and development of its products. Therefore the model can help to encourage a long-term market perspective among tourism sector regulators, investors and agencies. With the information obtained with this model, areas needing improvement can be identified and the appropriate procedures can be put into practice to improve the tourism offer, adjusting it to meet travellers’ needs according to their motivations to travel to the destination. Residents also can benefit from these measures, as their quality of life will improve through upgrades of the city’s tourism facilities.

Originality/value

The unique contribution of the present study lies in how the indices or indicators of quality of, satisfaction with and loyalty to destinations among tourists are easily measured by applying structural equation modelling. A new approach to measure satisfaction, loyalty and quality is used based on a scale from 0 to 100, and the index results are very useful for comparing different tourist places.

Details

Journal of Place Management and Development, vol. 11 no. 4
Type: Research Article
ISSN: 1753-8335

Keywords

Article
Publication date: 11 November 2019

Sedat Çelik and Bekir Bora Dedeoğlu

The purpose of this paper is to reveal the relationship between personality traits, travel motivations, perceived destination quality, overall destination satisfaction and…

Abstract

Purpose

The purpose of this paper is to reveal the relationship between personality traits, travel motivations, perceived destination quality, overall destination satisfaction and behavioral intentions of domestic tourists.

Design/methodology/approach

The quantitative research method was used in the study. A survey technique was used to collect data. Data were applied to incoming domestic tourist to Gaziantep and Sanliurfa cities in Southeast Anatolia of Turkey. The data obtained were analyzed by structural equation modeling.

Findings

The study showed that personal traits “agreeableness” and “conscientiousness” positively affect relaxation motivation. Cultural and relaxation motivations had a positive impact on satisfaction, whereas pleasure-seeking motivation has a negative impact on satisfaction. In addition, overall destination satisfaction is positively affected by destination quality perceptions and affects loyalty in a positive way.

Research limitations/implications

During the literature review phase, no scale was found according to different destination characteristics (cultural, nature and sea destinations). In this regard, developing new scales to measure destination quality in accordance with different destination types would allow comprehending the subject in a more clear and detailed way.

Practical implications

The establishment of relationship between variable examined by this study ensures that product and services provided by the destination reach the correct target audience, which brings along the success to destination. For instance, destination management organizations could get information from travel agencies they work with about the characteristics, and motivations of tourists, and could develop their strategies, and plans, accordingly.

Originality/value

This study has three important contributions. First, revealing the role of personality in tourist behavior; second, their behaviors and attitude before (motivation and personality) during (destination quality and satisfaction) and after visiting (behavioral intentions) were examined; and third, personality, travel motivation, destination quality and satisfaction are discussed together as a model in this study.

Details

Journal of Hospitality and Tourism Insights, vol. 2 no. 4
Type: Research Article
ISSN: 2514-9792

Keywords

Article
Publication date: 25 November 2020

Yilmaz Akgunduz and Seckin Eser

This empirical study explored how tourist incivility, job stress and job satisfaction affect tourist guides' vocational commitment.

Abstract

Purpose

This empirical study explored how tourist incivility, job stress and job satisfaction affect tourist guides' vocational commitment.

Design/methodology/approach

Data were collected via a questionnaire on a convenience sample of tourist guides during February–March 2018. A total of 172 valid questionnaires were collected, of which 100 were online and 72 face-to-face. The hypotheses were tested through multiple regression analyses.

Findings

The results show that job stress reduces both the affective and normative commitment of tourist guides whereas tourist incivility only reduces their normative commitment. The results also show that job satisfaction increases their affective commitment.

Practical implications

The results show that vocational commitment of tourist guides can be strengthened when job stresses are reduced, they are faced with less incivil behaviors and job satisfaction increases. Tour operators and travel agency managers can implement managerial practices that will reduce the job stress of tourist guides and increase job satisfaction. At the same time, it can be ensured that tourist guides develop a positive attitude toward their profession by supporting the legalization and implementation of regulations that protect from incivil tourist behavior.

Originality/value

Although both job stress and job satisfaction have received past research attention, no research has studied them in an integrated form with tourist incivility and vocational commitments of tourist guides. In this study, it is predicted that tourist incivility and job stress both affect the job satisfaction and vocational commitment of tourist guides. Conducting such a study of tourist guiding is important because the literature survey reveals that only very limited research has been done into the work of this profession.

Details

Journal of Hospitality and Tourism Insights, vol. 5 no. 1
Type: Research Article
ISSN: 2514-9792

Keywords

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