An evaluation of satisfaction levels among Chinese tourists in Vietnam

This paper examines the extent to which Vietnam satisfies the various destination attributes sought by Chinese tourists. The research investigates a number of variables, including socio‐demographics and travel characteristics, and compares the importance that travellers attach to various destination attributes with their associated satisfaction with Vietnam's various tourism products. By investigating the relationship between importance and satisfaction from the perspective of Chinese tourists, the paper makes a contribution to the literature. The findings should provide Vietnamese service providers with insights into the perceptions and satisfaction levels of Chinese tourists. Copyright © 2009 John Wiley & Sons, Ltd.     

Adventure tourist destination choice in Tanzania

It is said an adventure is an experience and experience is a part of expectations. Yet as adventure tourists expect unique experiences, certain ingredients of services (degree of satisfaction) affect their deeper needs to become attached to a place. Are such needs developed over time at a new destination? This paper suggests tourist behaviours and preferences towards destination choice change over time. The proposed model suggests that tourists’ expectations and motivation at early stages of planning affect satisfaction and level of perceived constraints, and these further predict place identity and dependence at the end of travel. As much as satisfaction arises from concrete services such as food and transportation services, constrained activities are expected to have a negativeconsequence on expectations and motivations. Since this paper is based on international adventure tourists, typically willing to take on calculated risks during their visits to Tanzania, we expect many of these hypothesised gaps to diminish as tourists become mature and aware of services offered at the destination. To test awareness and familiarity, we add different proxies for maturity (i.e. late stage of stay, repeat visitors and loyalty intentions) and awareness (i.e. tourists with escape motives) of services provided at the specific destination.     

Properties of first-time vs. repeat visitors: lessons for marketing Norwegian ski resorts

This paper explores the potential in foreign markets for winter tourism in Norway and discusses the influencing factors explaining why foreign tourists visit and revisit Norway on ski vacations. In a decreasing market, it becomes increasingly important to destination managers and marketers to choose the right marketing strategies and direction. We focus on characteristics that influence and explain why foreign tourists choose to return. More than 3000 respondents from Sweden, Denmark, and Germany were asked for their image of Norwegian ski destinations and criteria for winter vacation selection. We fitted mainly hurdle and quantile regressions to gain consistent and less biased estimates. Stable snow conditions, combining alpine and cross-country skiing, and no fees for the latter are some of Norway's competitive but seldom marketed advantages, and especially towards repeat visitors. Repeaters typically prefer self-catering accommodation and are less price sensitive. Surprisingly, foreign ski tourists are not very interested in other snow-based activities or cultural attractions. Despite repeaters constituting the majority of foreign ski tourists, neither the national development and marketing agency (Innovation Norway) nor local tourist organizations and marketers have a strategy for targeting them. We recommend a shift from profile marketing towards segmented marketing, aimed especially at the repeat-visitor segment.     

Cultural comparison of tourists' safety perception in relation to trip satisfaction

Although safety and security are seen as a priori for a prosperous tourism industry in any destination, safety and security perception and its influence on tourist behaviour have received limited empirical attention from researchers. This study investigated tourists' perception of the safety and security of a destination in relation to the level of satisfaction with their trip, using Turkey and its visitors as a case in point. The stepwise regression analysis was employed to investigate the relationship between trip satisfaction, safety and security‐related variables, existence of product or service failure, and selected demographic variables. Results showed that positive perception of Turkey's hygiene and health, and safety and security helped visitors to have greater trip satisfaction, especially if they stayed longer and enjoyed their trip without any product or service failure; however, German tourists and tourists with a secondary school degree are more likely to have less trip satisfaction. Practical implications and future research suggestions are discussed. Copyright © 2009 John Wiley & Sons, Ltd.     

The influence of service performance and destination resources on consumer behaviour: a case study of mainland Chinese tourists to Kinmen

This paper draws upon the responses of 603 mainland Chinese tourists in Kinmen and attempts to understand their consumer behavior on the aspects of intentions, preferences, decision‐making process, satisfaction, and willingness to revisit. Variables such as service performance and destination resources that affect visitor's satisfaction are also tested. The findings reflect a ‘myth of mysteriousness’ of mainland Chinese visitors to the destination and suggest that it is essential for the market segmentation to participate in the tourism planning of Kinmen to develop an integrated policy for promotion and marketing, in order to enhance consumers' interest. In addition, this research has implications for tourism planning in Kinmen and provides references for other destinations striving for tourists from mainland China. Copyright © 2008 John Wiley & Sons, Ltd.     

Assessing preferences for mega sports event travel products: a choice experimental approach

Hosting mega sports events spreads positive destination images and generates massive tourism arrivals for the host communities. It is, therefore, important for tourism businesses to better understand what types of travel products, tailored for particular mega sports events, are purchased by sport tourists. Using a choice experimental approach, this study aims to examine how sport tourists formulate their preferences for travel products customized for the 2018 PyeongChang Winter Olympic Games by making intricate trade-offs among various product attributes. We utilize a gender perspective to further understand the preference dynamics embedded in segmented sport tourism markets. Study results suggest that sport tourists put distinctive weights on each of the attributes comprising the Olympic travel products. Gender differences are also identified in sport tourists’ choice decisions for sports event travel products. Based on the study findings, this paper proposes several marketing strategies to meet the needs of targeted market segments.     

The moderating role of past experience in the formation of a tourist destination's image and in tourists’ behavioural intentions

The aim of this work is to understand the moderating effects of tourists’ prior experiences of a given destination on the process of image formation (in both its cognitive and affective dimensions) for that destination and on the influence that the image – together with the tourist's satisfaction – has on their loyalty-driven behaviours as expressed in the intention to recommend. To achieve this aim, a sample of 512 tourists was used and a multi-group analysis performed, distinguishing between first-time and repeat visitors. The findings reveal that experience has a moderating effect on the formation of the cognitive image and on the influence of the tourist's satisfaction on the overall image of the tourist destination. These findings have significant management implications in the context of helping to create and appropriately manage the image of a tourist destination.     

The effect of service quality and satisfaction on destination attractiveness of sub-Saharan African countries: the case of Ghana

This paper examines the functional forms of service quality (SQ) and satisfaction in relation to destination attractiveness. It focuses on the varying influence of destination characteristics, customer economics, and demographic variables to explore how SQ might be used to improve value positioning and, therefore, potential attractiveness of Ghana as a destination choice for tourists. Using methods triangulation data collection protocol, the paper finds causal links between SQ and selected composites of destination attractiveness (destination attributes, support services, facilities, and people-related factors) in the degree to which they influence customer satisfaction and return-visit intentions. The paper contributes refreshing insights useful for segmentation marketing, tour planning, and product/service development. The implications are far-reaching when considered alongside the fact that Ghana is relatively a new entrant into the organised tourism marketing arena and has the consequent imperative to scale-up structural and human capabilities to compete effectively with the more established global competitors.     

Predicting tourists' behavioural intentions at the destination level

Using structural equation modelling, the formative model was tested on a sample of 703 tourists who visited six coastal destinations in Montenegro. It relies on the complex relationships between five constructs – perceived quality of a destination's offerings, tourist satisfaction, perceived equity, perceived benefits and behavioural intentions – simultaneously incorporating the emotional and rational self-regulatory mechanisms. The empirical results supported the hypothesised relationships. The group of eight tourist destination attributes affects perceived quality of a destination's offerings that positively and directly relate to perceived benefits, behavioural intentions and tourist satisfaction, whereas satisfaction is also determined by equity perceptions. Additionally, perceived quality of a destination's offerings also relates indirectly to tourist behavioural intentions, through perceived benefits and tourist satisfaction, while satisfaction also mediates the interaction between perceived equity and tourist intended behaviour. These research results contribute to a deeper understanding of which behavioural processes, and with what strength, lead to the increase in tourist loyalty at the destination level, and ultimately provide better insights into the predictors of behavioural intentions.     

Identifying Critical Brand Contact Elements of a Tourist Destination: Applications of Kano's Model and the Importance–satisfaction Model

A destination brand comprises brand elements that lead tourists to form a brand impression of a destination. Based on a literature review, this study contributes to a model for exploring tourist destination brand contact experiences. The results from applying Kano's model and the importance–satisfaction model to a specific hot spring destination indicate that four types of contact elements can be identified as having different quality attributes. The contact elements related to staff's service efficiency, attitude and willingness of serving customers are identified as the critical brand contact elements for the tourist destination. Copyright © 2011 John Wiley & Sons, Ltd.     

Travelling ‘green’: is tourists' happiness at stake?

Several western governments have implemented environmental policies which increase the cost of air travel. Such policies aim to reduce the impact of air travel on climate change, but at the same time they restrict tourists in their travels. This study examines the extent to which the average tourist's happiness is affected by ‘involuntary green travel’, defined as reduced CO₂ emission travel imposed by government regulations. This issue was addressed in a study among 588 Dutch citizens who completed a self-report questionnaire containing questions about their happiness. The strongest determinant of tourists' happiness is freedom in choosing a destination. Any policy measure that interferes with tourists' freedom in destination choice will negatively affect tourists' happiness. Six percent of their happiness is at stake and potentially 17% of all holiday trips are affected. The number of tourists involved is possibly much smaller. The best options for governments are to impose taxes on long-haul destinations, which affect only a small share of all tourists, and air routes which can also be travelled by a variety of alternative modes of transport and thus less limiting to destination choice within this market segment.     

Big mountain,big name: globalised relations of risk in Himalayan mountaineering

The paper explores how visitors' perception of a destination's heritage management affects satisfaction with actual visits to the sites and overall perception of the destination's cultural image, using Macao as the case setting. The study will also look at how site visit satisfaction influences the intention to revisit and recommend to others. The findings indicated that perception of the quality of heritage interpretation was significantly associated with destination cultural image and site visit satisfaction. However, associations between site visit satisfaction and intention to revisit and recommend were weak. The findings also led to a discussion on whether the labels ‘cultural’ versus ‘non-cultural’ tourists remain stable over time.     

Up in Smoke? The Impact of Smog on Risk Perception and Satisfaction of International Tourists in Beijing

This research explored the perceptions of on‐site international tourists towards the smog in Beijing. A scale measuring the degree of tourists' concern about smog conditions was developed. The links among smog concern, risk perception, trip satisfaction and destination loyalty were tested with a structural equation model. Direct relationships were found for the hypothesized effects of smog concern on risk perception and satisfaction. Further, the influence of risk perception on reducing satisfaction as well as the role of satisfaction in forming revisit intention (loyalty) was identified. The broad concerns of this study are applicable across all key Chinese tourism cities visited by international tourists. Copyright © 2015 John Wiley & Sons, Ltd.     

Tourist satisfaction with souvenir shopping: evidence from Indonesian domestic tourists

This study proposes new insight into theoretical concepts and evaluates the empirical evidence of tourist satisfaction with souvenir shopping experience and its relationship to tourist post-purchase behaviour. This study applies variance-based structural equation modelling by means of partial least squares with a sample of 192 domestic tourists in Bandung, Indonesia. The results suggest that tourist satisfaction with souvenir shopping experience is an important determinant of tourist perception on destination image and tourist loyalty toward a destination. Further, this study discloses that tourist satisfaction with store and collectability attributes are crucial factors in determining tourists’ satisfaction with souvenir shopping experience. These findings provide a better understanding for both scholars and managers of retail businesses in a tourist destination of tourist satisfaction with souvenir shopping experience and with the visit.     

Structural Relationships among Destination Preference,Satisfaction and Loyalty in Chinese Tourists to Australia

This study quantifies the relationship among destination preference, destination satisfaction and destination loyalty. Destination loyalty consists of two dimensions: word‐of‐mouth (WOM) and destination attachment (DA). It is found that WOM is directly affected by destination satisfaction, whereas DA is predetermined by the destination preference of tourists before a visit. Thus, the destination experience is the crucial factor in the spread of positive WOM about a destination. Nevertheless, to develop tourists' DA, effective loyalty schemes should be implemented through marketing efforts before they visit a destination. The findings of this study can be used by destinations to analyze and evaluate their loyalty‐building process and marketing strategy. Copyright © 2012 John Wiley & Sons, Ltd.     

Identifying attributes of public transport services for urban tourists: A data-mining method

The current work focuses on Quality of Service (QoS) of Public Transport (PT) attributes in urban tourist destinations. In particular, we aim to reveal which attributes are most significant for tourists prior to their arrival at their destination, as reflected in questions posted in TripAdvisor Question and Answer forums, a widely used social media platform.We used a data-mining method to classify questions into categories relevant to QoS, using a sample of 8905 items posted between 2005 and 2018 in TripAdvisor forums for seven urban destinations in the United States and Western Europe. We found four PT-QoS attributes: Pricing and ticketing, Accessibility, Trip duration, and Service availability (hours of operation and frequency). These attributes have similar relative significance for all destinations, origins, seasons, and years we checked. Hence, they can help service operators and policymakers to understand tourists' preferences and to adjust PT services accordingly.     

Towards a new approach of destination loyalty drivers: satisfaction,visit intensity and tourist motivations

This study explores the linear and non-linear effects of previous experiences in a tourist destination (satisfaction and visit intensity) on the intention to return and to make a positive recommendation to others. We also consider the external drivers or the appeal of the destination as well as individuals' internal drivers as moderating factors in intensity–loyalty and satisfaction–loyalty relations. The analysis conducted on a sample of 687 tourists in a UNESCO World Heritage Site in Spain supports a non-linear effect of satisfaction on the intention to return. Moreover, time intense and expenditure intense visits positively impact the intention to return when the motivation for the trip is internal, yet have a negative effect if tourist motives are external.     

An integrative model of destination brand equity and tourist satisfaction

This paper develops an integrative model that includes the dimensions of destination brand equity (i.e. awareness, image, quality and loyalty), as well as a key behavioural variable that is tourist satisfaction. In particular, our paper aims to contribute to the literature: (1) by examining the relationships between the dimensions of destination brand equity, which is not a deeply investigated issue so far; and (2) by adding tourist satisfaction, a key concept in loyalty formation, to the variables usually considered in destination brand equity models. The model was tested in two samples, national and international tourists visiting a destination in Spain, in order to also explore the role of the geographical and cultural distance between tourist and destination. Our results from a multi-group analysis indicate: (1) a robust link between “quality-satisfaction-loyalty” in both samples of tourists; (2) a chain of effects among awareness, image (separately considering the cognitive and affective dimensions) and perceived quality, although with the presence of some significant difference between both samples of tourists; and (3) a positive influence of cognitive image on affective image in both cases.     

Destination Attractiveness Drivers among Urban Hostel Tourists: An Analysis of Frustrators and Delighters

This study is based on data from 679 tourists staying at hostel accommodation facilities in Zagreb, a propulsive city‐break destination in Central Europe. Besides providing insight into the socio‐demographic and behavioural characteristics of hostel tourists, this study uncovers determinant destination attributes influencing their perceptions of destination attractiveness. In particular, impact asymmetry analysis identified potential sources of delight and frustration among hostel tourists. Since the hostel tourist segment, as such, is almost completely unconsidered in contemporary tourism research, partly covered only by a few studies on youth travellers and backpackers, the results of this case study are valuable to both practitioners and researchers related to the hostelling industry and city destination marketing organizations. Copyright © 2015 John Wiley & Sons, Ltd.