"Just trying to keep the customer satisfied": a comparison of models used in the measurement of tourist satisfaction
Fallon, P and Schofield, PS 2003, '"Just trying to keep the customer satisfied": a comparison of models used in the measurement of tourist satisfaction' , Journal of Quality Assurance in Hospitality & Tourism, 4 (3/4) , pp. 77-96.Full text not available from this repository.
The paper compares the predictive validity of six models used in the measurement of satisfaction; it is concerned with their application at destination level, with particular reference to Orlando, Florida. Using factor analysis and multiple regression, the 'performance only' model was clearly identified as the best predictor of satisfaction. The incorporation of 'importance' and 'performance' ratings did not improve the predictive power of the 'performance only' solution. From tourists' 'performance' ratings, five 'dimensions' of Orlando's tourism offering were identified: 'primary,' 'secondary' and 'tertiary' attractions, 'facilitators' and 'transport plus.' Notwithstanding Orlando's reputation as the world's theme park capital, Orlando's 'secondary' attractions (such as shopping and dining opportunities) and 'facilitators' (such as accommodation and customer service) were identified as having the most influence on overall tourist satisfaction with Orlando.
|Themes:||Subjects / Themes > H Social Sciences > HF Commerce > HF5001 Business|
Subjects / Themes > G Geography. Anthropology. Recreation > G Geography (General) > G0149 Travel. Voyages and travels (General) > G0149.5 Travel and state. Tourism
Subjects outside of the University Themes
|Schools:||Colleges and Schools > College of Business & Law > Salford Business School > Marketing and Services Management|
|Journal or Publication Title:||Journal of Quality Assurance in Hospitality & Tourism|
|Depositing User:||H Kenna|
|Date Deposited:||16 Oct 2007 14:52|
|Last Modified:||12 Mar 2013 10:13|
Actions (login required)
|Edit record (repository staff only)|