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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…

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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:

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

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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. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2056-5607

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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.

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

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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.

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

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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.

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

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Article
Publication date: 22 January 2021

Siripen Dabphet

Attributes of a destination do not only have a positive impact on a person’s selection of the travel destination but also influence the level of tourist satisfaction. In…

Abstract

Purpose

Attributes of a destination do not only have a positive impact on a person’s selection of the travel destination but also influence the level of tourist satisfaction. In spite of this, the destination attributes related to Muslim tourism are yet to be explored. Moreover, each attribute impacts the satisfaction of tourists in different ways. This study aims to investigate the importance and performance of Islamic attributes in selection of travel destinations by Muslim tourists and to examine the overall tourist satisfaction (SAT) based on the Islamic attributes.

Design/methodology/approach

Thailand has been considered as the base for this study. A quantitative research method and convenience sampling technique was used for data collection. Factor analysis was used to determine the importance and performance of Islamic attributes on the choice of travel destinations. Composite delineated factors were applied as indicators in the regression analysis to evaluate the SAT.

Findings

The findings reveal five important Islamic attributes: Halal-friendly environment, Halal hotel (IMP2), Halal food (IMP3), Halal food preparation and washroom facilities. However, Muslim tourists were only satisfied with the performance of three Islamic attributes: hotel entertainment and facilities, Halal food and preparation and Halal-oriented recreation and quality services (PER3). This study also reveals that PER3 as well as IMP2 and IMP3 are significant factors for evaluating the tourists’ overall satisfaction.

Originality/value

The Halal tourism market has been growing rapidly. However, research on the satisfaction of Muslim tourists based on the importance and performance of Islamic attributes in non-Muslim countries is limited. Thus, the researcher draws upon the views of Muslim tourists to propose recommendations on the important Islamic attributes and those whose performances are effective. The findings suggest that the SAT is influenced by particular attributes. Additionally, this study fills the research gap on Halal tourism in Thailand and provides useful information regarding the satisfaction of tourists based on Islamic attributes for non-Muslim countries, to help them formulate effective strategies for developing Islamic tourism in their travel destinations.

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International Journal of Tourism Cities, vol. 7 no. 1
Type: Research Article
ISSN: 2056-5607

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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.

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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.

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

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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. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2514-9792

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Article
Publication date: 12 August 2020

Cheng Boon Liat, S.R. Nikhashemi and Michael M. Dent

Having Middle Eastern tourism industry as the context, this study aims to examine the impact of the four main dimensions within service innovation (i.e. product, process…

Abstract

Purpose

Having Middle Eastern tourism industry as the context, this study aims to examine the impact of the four main dimensions within service innovation (i.e. product, process, organizational and marketing innovations) on tourist satisfaction; subsequently, towards the development of destination loyalty. Realized that religiosity prevails as an important social force that shapes individual behaviours, this study, hence, placed further assessment upon its moderating role, specifically in the relationships between tourist satisfaction and destination loyalty.

Design/methodology/approach

With adopting the approach of self-structured questionnaire, 214 usable responses had been collected for this study. Obtained data was then analyzed by conducting exploratory factor analysis, confirmatory factor analysis and multiple linear regression analysis through the usage of structural equation modelling.

Findings

Analysis of obtained data has revealed all the investigated dimensions within service innovation as active predictors to tourist satisfaction, with the exception of product innovation, while having marketing innovation being of highest significance. In turn, tourist satisfaction is found to greatly influence the formation of destination loyalty. Findings then provide notable indication on religiosity as a moderating factor to the proposed relationships within the investigated framework, between service innovation and tourist satisfaction, as well as tourist satisfaction and destination loyalty.

Originality/value

This study, thus, revealed the level of religiosity, particularly from the standpoint of Islamic perspectives, in playing a critical role towards predicting capability of service innovation on tourist satisfaction, and further, destination loyalty. Contributions hereby lie on theoretical and pragmatic insights concerning aspects of service and Islamic marketing within today’s tourism front.

Details

Journal of Islamic Marketing, vol. 12 no. 9
Type: Research Article
ISSN: 1759-0833

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Article
Publication date: 23 September 2020

Chhanda Biswas, Santus Kumar Deb, Abdulla Al-Towfiq Hasan and Md. Shariful Alam Khandakar

The study aims to examine the relationship between destination attributes and tourist satisfaction as well as the extent to which emotional involvement mediates between…

Abstract

Purpose

The study aims to examine the relationship between destination attributes and tourist satisfaction as well as the extent to which emotional involvement mediates between destination attributes and tourist satisfaction.

Design/methodology/approach

Data were collected from a sample of 600 domestic tourists by using a purposive sampling technique where 382 samples were useable, and the response rate was 63.67%. The structural equation modeling (SmartPLS 3.0.) was used to test the hypothesized relationship among variables.

Findings

Among the 16 hypothesized paths, 13 were supported. Destination attributes (accommodation, attraction, food and beverages and transportation) except safety significantly influence tourist satisfaction; herein accommodation has the greatest effect on tourist satisfaction. Similarly, destination attributes except safety significantly influence tourists’ emotional involvement. This study also reveals that tourists’ emotional involvement partially mediates in the link between destination attributes except for safety and customer satisfaction.

Research limitations/implications

The results of the study will assist the hospitality researchers and managers to understand the roles of destination attributes and emotional involvement on tourist satisfaction in the tourism industry.

Originality/value

The study is the first to explore the mediating relationship in the link between destination attributes and tourist satisfaction in the tourism industry.

Details

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

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