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"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.

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Abstract

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.

Item Type: Article
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
Publisher: Haworth Press
Refereed: Yes
ISSN: 1528-008X
Depositing User: H Kenna
Date Deposited: 16 Oct 2007 14:52
Last Modified: 20 Aug 2013 16:50
URI: http://usir.salford.ac.uk/id/eprint/797

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