Examining the effective factors on and consequences of satisfaction of inbound tourists and assessing their satisfaction of tourism services in Isfahan

Document Type : Research Paper

Authors

1 Associate Prof., Faculty of Economic and Social Sciences, Alzahra University, Tehran, Iran

2 Assistant Prof., Faculty of Management and Accounting, Farabi Pardis of University of Tehran, Tehran, Iran

3 MA in Business Management, Faculty of Economic and Social Science, Alzahra University, Tehran, Iran

Abstract

In recent years, with the growth of tourism industry, the importance of tourist satisfaction assessment has been noticed as a tool for developing competitive advantage. Because those tourists who have visited the destination are the most reliable source of information for potential tourists, satisfied tourists may have a positive word of mouth recommendation. The cuurent study aimed to examine antecedents and consequences of tourist satisfaction in six tourism-related service sectors in Isfahan and calculate the overall satisfaction with the destination. The data required for this paper was collected using a questionnaire that was distributed among a randome sample of inbound tourists travelling to Isfahan between September and December 2012. Structural equation modeling was employed to investigate the relationships amongst the constructs. The findings show the positive effect of perceived performance and assessed value on tourist satisfaction. On the other side, tourist satisfaction has a negative effect on complaint intention and has a positive effect on loyalty. Also the positive relationship between expectation and perceived performance and between perceived performance and assessed value are confirmed. Across the six tourism-related sectors, attractions had the highest rank in tourist satisfaction, followed by transportation, hotels, restaurants, retail shops and immigration. Also the overall destination satisfaction for Isfahan is 82.50.

Keywords

Main Subjects


Anderson, E. W. & Fornell, C. (2000). Foundations of the American customer satisfaction index, Total Quality Management, 11: 869-882.
 
Anderson, E. W,.  &Sullivan, M. W. (1993). The antecedents and consequences of customer satisfaction for firms. Marketing Science, 12(2): 125-143.
 
Anderson, E. W., Fornell, C. & Lehmann, D. R. (1994). Customer satisfaction, market share, and profitability: Findings from Sweden. Journal of Marketing, 58(3): 53–66.
 
Bosque, I. A. R., Martı´n, H. S. & Collado, J. (2006). The role of expectations in the consumer satisfaction formation process: Empirical evidence in the travel agency sector. Tourism Management, 27(4): 410–419.
 
Chi, C. G. & Qu, H. (2008). Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach. Tourism Management, 29(3): 624–636.
 
Chon, K. S. (1989). Understanding recreational traveler’s motivation, attitude and satisfaction. The Tourist Review, 44(1): 3–6.
 
Churchill, G. A. & Surprenant, C. (1982). An investigation into the determinants of customer satisfaction. Journal of Marketing Research, 19(4): 491–504.
 
Dominici, G. & Guzzo, R. (2010). Customer satisfaction in the Hotel industry: A case study of sicily. International Journal of Marketing Studies, 2(2): 3-12.
 
Fornell, C. (1992). A national customer satisfaction barometer: The Swedish experience. Journal of Marketing, 56(1): 6-21.
 
Fornell, C., et al. (1996). The American customer satisfaction index: Nature, purpose, and findings. Journal of Marketing, 60(4): 7-18.
Irannejad Parizi, M. (2009). Research methods in the social sciences, Modiran. Tehran. (In Persian)
 
Johnson, M. D., et al. (2001). The evolution and future of national customer satisfaction index models, Journal of Economic Psychology, 22: 217-245.
 
Kozak, M. (2001). Repeaters’ behavior at two distinct destinations. Annals of Tourism Research, 28(3): 784–807.
 
Mingfang, Z. (2011). Assessing inbound tourists' overall satisfaction using the tourist satisfaction index. International Conference on Economics and Finance Research IPEDR, vol. 4.
 
Moussakhani, M., Haghighi, M. & Torkzadeh, S. (2012). A model of gaining customer loyalty through customer knowledge management in banking industry of Iran (private banks). Quarterly Journal of Business management, 4(12): 147-164. (In Persian)
 
O’Loughlin Ch. & Coenders G. (2002). Application of the European customersatisfaction index to postal services. Structural Equation Models versus Partial Least Squares, Working Papers of the Department of Economics, University of Girona, Girona.
 
Oliver Richard, L. (1980). Theoretical bases of consumer satisfaction research: Review, critique, and future direction, In Charles, W., Lamb, Jr. & Patrick M. Dunne (eds.), Theoretical Developments in Marketing, Chicago: American Marketing Association: 206-210.
 
Park, J., Robertson, R. & Wu, C. (2004). The effect of airline service quality on passengers' behavioral intentions: A Korean case study. Journal of Air TransportManagement, 10(6): 435- 439.
 
Patrick M. Dunne (eds.), Theoretical developments in marketing, Chicago: American Marketing Association: 206-210.
 
Quintal, V. A. & Polczynski, A. (2009). Factors influencing tourists’ revisit intentions. APJML, 22(4): 554-573.
 
Ranjbarian, B., Rashid Kaboli, M., Sanayei, A. & Haddadian, A. (2012). An analysis of relationship between perceived value, perceived quality, customer satisfaction and re-purchase intention in Tehran department stores. Quarterly Journal of Business management, 4(11): 55–70. (In Persian)  
 
Reichheld, F. F. & Sasser, Jr. (1990). Zero defections. Quality comes to services. HarvardBusiness Review, 68(5): 105-111.
 
Sarmad, Z., Bazargan, A. & Hejazi, E. (2007). Research methods in the behavioural sciences, Negah. Tehran. (In Persian)
 
Sedeghi, A., et al. (2009). Comparison customer satisfaction indices and finding a model for measurement taxpayer satisfaction. Quarterly Journal of Business management, 1(2): 101-118. (In Persian)  
 
Song, H., Van der Veen, R., Li, G. & Chen, J. L. (2010). The Hong Kong tourist satisfaction index. Annals of Tourism Research, 2011.
 
Taghavifard, M., Masserrat, N. & Saniee Monfared, M. (2011). The Prediction of Customer Repurchasing Behavior (Case: An internet service provider). Quarterly Journal of Business management, 3(10): 55–74. (In Persian)  
 
UNWTO World Tourism Barometer (2012). Vol 10.
 
World Tourism Organisation (2000). 'Tourism 2020 Vision', 6, South Asia, p 11.
 
Xia, W., Jie, Z., Chaolin, G. & Feng, Z. (2009). Examining antecedents and consequences of tourist satisfaction: A structural modeling approach. TSINGHUA SCIENCE AND TECHNOLOGY, 14(3): 397-404.
 
Yoon, Y. & Uysal, M. (2005). An examination of the effects of motivation and satisfaction on destination loyalty: A structural model'. Tourism Management, 26(1): 45–56.