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Article
Publication date: 4 June 2009

Tanja Dmitrović, Ljubica Knežević Cvelbar, Tomaž Kolar, Maja Makovec Brenčič, Irena Ograjenšek and Vesna Žabkar

The purpose of the research is to conceptualize a model of tourist satisfaction at the destination level which can serve as a background for designing a universal, parsimonious…

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Abstract

Purpose

The purpose of the research is to conceptualize a model of tourist satisfaction at the destination level which can serve as a background for designing a universal, parsimonious, short and easily applicable measurement instrument.

Design/methodology/approach

The conceptual model was developed on the basis of existing theoretical and empirical research in the fields of marketing and tourism.

Findings

The model includes eight latent constructs, with tourist satisfaction being the central one. The analysis of the antecedents (quality, image, value, and costs and risks) of customer satisfaction provides insights into the processes underlying the creation of satisfaction, while the outcome constructs (complaint behavior and loyalty) indicate the consequences of (dis)satisfaction.

Research limitations/implications

Designing a parsimonious and easily applicable measurement instrument imposes some limitations with respect to the number of constructs and measured variables included. The inclusion of additional constructs/variables should provide a more comprehensive insight into customer satisfaction and a more solid basis for strategic decision‐making but at the same time it is likely to reduce the model's transparency and universality.

Practical implications

The results of a continuous customer satisfaction monitoring should serve as an input for a trend analysis and strategic discussions regarding the development of a tourist destination. The ultimate goals of monitoring satisfaction include identifying strategic objectives at the destination level, preparing tactical and operational plans and ultimately increasing the competitiveness of a given destination.

Originality/value

Achieving customer satisfaction should be one of the most important goals of every DMO and, to our knowledge, a few universal cause‐and‐effect measurement instruments/models have been developed to support this goal. The proposed model provides a basis for the continuous monitoring and improvement of the competitiveness of a given destination.

Details

International Journal of Culture, Tourism and Hospitality Research, vol. 3 no. 2
Type: Research Article
ISSN: 1750-6182

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