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Many studies have analyzed the asymmetric relationship between hotel service quality attributes and satisfaction, and tried to find consumers' satisfiers and dissatisfiers, aiming at enhancing satisfaction more efficiently. However, the impact of COVID-19 has led to changes in consumers' expectations for hotel services, and the above findings might face invalidation. To date, we are still unknown whether consumers' satisfiers/dissatisfiers changed. This study fills this research gap by mining online reviews of five-star hotels from Shanghai and Beijing before and during the pandemic. The results found that the asymmetric categories of Sleep quality and Internet/Wi-Fi attributes have changed. Specifically, Sleep quality and Internet/Wi-Fi became dissatisfiers from hybrids, indicating that hoteliers only need to maintain their normal performance, and do not invest too many resources because they bring no satisfaction;attributes like Room, decoration, etc. remain hybrids. Additionally, we performed opinion extraction for the dissatisfier attributes to further understand what causes consumer dissatisfaction. The results contribute to the literature by shedding light on the pandemic's impacts on the asymmetric effects of service quality attributes. The cause analysis can help hoteliers develop specific measures to mitigate the adverse effects of COVID-19.
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The tourism industry is greatly affected by environmental changes. Especially after the world went through the Covid pandemic era, people prefer doing healthy tourism. The daily workload, the increase in education and welfare have resulted in a shift in the trend of tourism choices. People are increasingly considering the fulfillment of work-life balance. This study is designed to examine the elements contained in the measurement of the restorative quality of destinations known as "Perceived destination restorative quality (PDRQ)”. PDRQ consists of four elements, namely being away, extent, fascination, and compatibility. These four elements will be tested for their effect on the overall restorative impact and visitor satisfaction. A quantitative study will be conducted in Indonesia with tourism objects in Jogjakarta and Central Java covering rural and urban areas. SEM statistical analysis tools will be used to test the validity and reliability of the data collected. This research will enrich the literature review in the field of health tourism and for managers will be useful to further broaden the perspective of offering tourism program that has more restorative impacts. © 2023, The Author(s), under exclusive license to Springer Nature Switzerland AG.
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This study aimed to examine the effects of COVID-19 risk perception on negative destination image and self-protection behavior, and the resultant effects on tourist satisfaction. Hence, this study applied a continuous interpretive mixed-method design combining quantitative and qualitative analyses. A quantitative survey (n = 486) in the cities of Ningbo, Huangshan, and Chengdu, China, and 19 qualitative interviews were conducted online. The results of the quantitative study show that: (1) Risk perception and negative destination image are antecedent variables influencing tourist satisfaction, and (2) there are significant positive correlations between risk perception and negative destination image, risk perception and tourist self-protection behavior, and negative destination image and tourist self-protection behavior. Moreover, (3) negative destination image had a partial mediating effect between risk perception and satisfaction. Furthermore, to supplement the research data and expand the quantitative findings, this study further examined whether the above variables are related to tourist satisfaction, through in-depth interviews with tourists. The findings showed that COVID-19 risk perception, negative destination image, and self-protection behavior all affect tourist satisfaction. The findings provide valuable crisis management suggestions for the government and should contribute to the efforts of tourist destinations to build a healthy and safe image, thereby contributing to the sustainable development of tourism industries in the post-epidemic era.
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Floating markets are not only a unique type of market but also sustainable tourist attractions. The literature focuses on both of floating market Covid-19 preventive measures and tourist' satisfaction dimensions. The study is using quantitative research by concentrated on the tourist's satisfaction of an anonymous Floating Market in Nakhon Pathom province. The research concentrated on the floating market Covid-19 preventive measures and the tourists' satisfaction. The visitors certainly got great enjoyment from the floating market and this resulted in overall good experience for them better than most of them expected. The most important of Covid-19 preventive measures factors for the tourists were the provide clear entry, exit routes and screening point, merchants and customers always wear masks and provide hand washing points. The tourism component clearly overshadowed the destination shopping experience. The close proximity of the market to Bangkok contributes to the success of this market and the perceived satisfaction of the tourists. © Iran University of Science and Technology 2022.
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PurposeThis study aims to identify how perceived destination social responsibility (DSR) drives destination brand loyalty through a jointly and independently mediated mechanism of cognitive and affective components (e.g. tourist-destination identification, cognitive image, affective image and tourist satisfaction) and to examine the moderating role of individual-level collectivist values in linking perceived DSR and tourist behaviors.Design/methodology/approachAn online survey is conducted to collect the data of 351 domestic tourists visiting an urban tourism destination (e.g. Danang City) in Vietnam. A serial multiple mediation model and moderation model were examined by applying covariance-based structural equation modeling.FindingsThis research's results highlight the leading factors of perceived DSR in the process of forming destination brand loyalty and confirm the vital role of the intermediary mechanism of tourists' cognition and affect during this process. The chain of causal relationships DSR → TDI → CI → AI → TS → DBL confirms the role of perceived DSR as an essential prerequisite factor of DBL, creating a close connection to tourists' cognition and affect and contributing to improving destination brand loyalty. Individual-level collectivist values were found to positively moderate the links between perceived DSR and tourist-destination identification, affective image and destination brand loyalty.Research limitations/implicationsFuture research would provide insights into the links between perceived DSR and tourist behaviors by considering moderating variables (e.g. cultural distance and tourist types) and uncovering specific insights into each destination stakeholder's DSR activities.Originality/valueA new integrated model of destination brand loyalty development is proposed to explore a new path for destination brand loyalty formation through cognitive, affective and cognitive-affective pathways. This moderating stream of examining individual-level collectivist values can make a significant contribution to the extant tourism literature by promoting a more positive tourist perception of DSR, thereby increasing tourists' knowledge, beliefs and emotions and enhancing destination brand loyalty.
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Purpose: To explore the evaluation between tourists' and residents' satisfaction with the tool of Importance-Satisfaction Analysis originally introduced by Importance-Performance Analysis. Design/methodology/approach: A survey was conducted at Anseong Matchum Land, the venue of the festival, and respondents were selected by the convenience sampling method. Also, rest areas at the festival site were used for data collection and 309 out of 400 were judged to be valid. Included in the questionnaires was a series of Likert-type questions about the respondent's satisfaction with 18 attributes of the festival and the importance of these attributes to overall satisfaction with the festival. Findings: The results of this research show that the average degree of importance for the 18 attributes is 3.89, and the degree of satisfaction is 3.02. The result identified that parking lot, rest area, and washroom were found included in "Concentrate Here" quadrant of the ISA matrix as needed to prior management in this festival. Research limitations/implications: This study tried to look into local heritage festival regarding comparative per-ception between festival goers and local residents with ISA to provide that actual problems and potential solutions to the decision-makers of the city to make a sustainable festival. However, it is difficult to extend the results of this festival to other festivals and further research is needed in the future. Originality/value: This research tried to find out the gap between perceived Importance and Satisfaction and to identify actual management problems regarding facilities and services of the festival by ISA analysis originally introduced by Importance-Performance Analysis. This study suggested what festival organizers should prepare for the festival that will be activated after the Covid 19 pandemic. © 2023 People and Global Business Association.
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Purpose: Tourist satisfaction measures the prosperity of a business and tourism sector. If there are many satisfied tourists, the tourism sector will profit, but if there are many less satisfied tourists, the tourism sector will lose money. Therefore, it is necessary to know the factors that affect tourist satisfaction. This study aims to develop and implement a method for five-star hotels to identify attributes that will increase tourists' satisfaction during the pandemic. Method: The study used 100 tourists in Dubai as respondents who were selected randomly at five-star hotels. The results showed no impact of all marketing mix elements on tourist satisfaction except the physical evidence of the COVID-19 pandemic. Outcomes: The results of this study indicated that the COVID-19 pandemic influenced five-star hotel services in Dubai and that the marketing mix elements used by the hotels are an important factor in tourist satisfaction. In conclusion, Dubai must understand the importance of a marketing mix to fulfil tourist satisfaction and improve the service that makes it more significant in the tourism industry. Originality: Numerous modifying variables impacting the management process have been examined in the literature on complaint management. It is the first study investigating the five-star hotel in Dubai to check the operative services on how to work on tourist satisfaction and determine the impact of marketing mix elements on tourism during the pandemic. © 2023, ASERS Publishing House. All rights reserved.
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Tourism has shown relevance worldwide due to its economic and social significance. However, the pandemic has given rise to new perspectives on sustainable development. Thus, it is vital to identify new tourist needs and impressions about tourist attractions. The Paracas National Reserve attracts thousands of people yearly and seeks to protect the marine-coastal ecosystems home to extraordinary biological diversity. The study aims to define the perception of sustainability and the emerging needs of tourists from Lima, the capital of Peru, when visiting the Paracas National Reserve during the pandemic. The paper is non-experimental, quantitative, explanatory, and transversal research. A survey was applied to 83 respondents from Lima who had visited the Paracas National Reserve before and during the pandemic. For data collection, the survey technique with Google Forms was used;quantitative data were analyzed using MS Excel. The findings show that 88% of tourists prefer to travel with family or friends, 88.24% consider it essential to reduce the number of groups, 69.41% value social distancing, 60.2% note that the Reserve is well attended, 75.9% are satisfied with the activities carried out, and 94% find it a professional and entertaining experience. It is concluded that tourists from Lima are aware of valuing the biodiversity of the Paracas National Reserve during the pandemic and care for its environment. In addition, they care about staying healthy, considering all the recommended protocols.
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In the new normal era of the COVID-19 pandemic, homestay users are very concerned about security and safety. Risk management, especially operational risk management, plays an important role in mitigating the risk of homestay users. In this research, we determine the effect of operational risk management on the intention to revisit and the intention to recommend homestay users by using satisfaction as a mediating variable. The study was conducted using 198 respondents who have had repeated overnight experiences in homestays operating in the Dieng Plateau, Wonosobo, Central Java, Indonesia. Samples were taken using a multistage sampling technique. The research was carried out using an explanatory sequential design of mixed methods research. Data analysis was performed using Structural Equation Model with Smart PLS 3.0. The results state that operational risk management has a significant positive impact on homestay user satisfaction. Satisfaction has a significant positive impact on the intention to revisit and on the intention to recommend of homestay users. Furthermore, we also show that satisfaction has a significant positive role as a mediating variable from operational risk management on intention to revisit and intention to recommend of homestay users.
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The impact of the COVID-19 on tourist satisfaction is a particular relevant issue, due to the role that elements such as the prevention measures implemented at the destination might play. For this reason, this article examines tourist satisfaction during the peak tourist season of 2020 in a mature coastal destination in Catalonia in relation to safety and prevention measures imposed due to the COVID-19 pandemic. We use explanatory factor analysis and partial least squares path modelling for comparing the determinants of tourist satisfaction prior and during the pandemic based on surveys conducted in 2019 (N = 1556) and 2020 (N = 2220). The results suggest that the determinants of overall tourist satisfaction in 2019 remained significant in 2020. Moreover, although tourists especially appreciated feeling safe in 2020, our results suggest that such a perception was unrelated to measures to prevent COVID-19. The paper raises concerns towards the management of situations such as the pandemic in tourist destinations, as a proper balance must be found between the need of making visitors feel safe, and avoiding measures that can be felt as invasive or annoying, hampering the tourist experience. © 2022 Editura Universitatii din Oradea. All rights reserved.
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Purpose: This study aims to investigate the impact of perceived service quality (PSQ) on tourist satisfaction and behavioral intentions and explore the potential mediating role of tourist satisfaction in the relationship between service quality and behavioral intentions in the yoga tourism context during the COVID-19 pandemic. Further, this is to examine to what extent yoga tourist satisfaction directly affects their behavioral intentions. Design/methodology/approach: Based on a review of literature, the study proposes a conceptual model to test four hypothesized relationships among the constructs of perceived service quality, tourist satisfaction, and behavioral intentions. Data was collected by using a self-administrated questionnaire that was developed and directed to a convenience sample of yoga tourists (380 forms). Structural equation modeling (SEM) was employed to determine the relationship between study constructs. Findings: The results of SEM illustrated that all the hypothesized relationships are supported. The findings confirm that yoga tourists' behavioral intentions are significantly affected directly and indirectly (through tourist satisfaction) by perceived service quality. Additionally, tourist satisfaction significantly partially mediates the relationship between PSQ and tourists' behavioral intentions. Research limitations: The subject of this study was yoga tourists staying in yoga retreats/studios in Egyptian destinations (South Sinai Governorate). Future research may focus on other geographical destinations and other influential variables of yoga tourists' satisfaction and behavioral intentions should be investigated. Practical implications: For improving tourists' satisfaction and behavioral intentions, yoga service providers should take care by giving tourists personalized attention, and understanding, fulfilling their specific needs. Health and hygiene practices must be considered during the COVID-19 pandemic. Originality/value: This study is perhaps the first empirical study that examines the relationship between PSQ and tourists' satisfaction and behavioral intentions in the yoga tourism context. A new integrated conceptual model that combined three service quality dimensions, namely, tangibles, intangibles as well as health and hygiene was developed and validated.
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Although tourist homestay experience has been commonly recognized as an important criterion for community-based and eco-friendly destination loyalty, not much is known about the measurement of its service experience. A scientific inquiry into the tourist experience will be an essential differentiation tool for sustainable competitive advantage in this alternative hospitality sector. Our research aims to develop a measure of homestay service experience and to use this measure to investigate the influence of homestay service experience on tourists’ satisfaction and behavioral intentions. Specifically, the HomeServE inventory is established through qualitative and quantitative processes. Focus group interviews and questionnaire survey techniques were employed. A total of 866 usable questionnaires were obtained from the nationwide survey. Reliability and validity analyses were done on the measurement items. Measurement and relationship analyses were done using the confirmatory factor analysis and structural equation modelling. Eight dimensions (32 items) of homestay service experience were identified (i.e., Culture, Guiding Service, Food and Beverage, Environment, Cleanliness, Accommodation, Services, and Accessibility). The measurement and model fit indices were found to be satisfactory. This newly found multi-dimensional construct of tourist service experience is in line with tourist-oriented service management. It was found that service experience has a direct positive effect on tourists’ satisfaction. Managerial and research implications of the measurement were discussed for more effective tourist experience management. © 2022, Universiti Malaysia Sarawak. All rights reserved.
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This study aims to investigate the influence of environmental and non-environmental factors on tourist satisfaction in halal tourism destinations in West Sumatra. The environmental factor is perceived environmental value. Meanwhile, non-environmental factors are halal-friendly destination performance, sustainability tourism development, and halal destination image. The survey was conducted by distributing questionnaires to 690 respondents who visited halal tourism destinations in West Sumatra. It was analyzed by using the Structural Equation Modeling (SEM)—Partial Least Square (PLS). The results indicate environmental factors (perceived environmental values) and non-environmental factors (halal-friendly destination performance, sustainable tourism development, and halal destination image influence tourist satisfaction. Moreover, sustainability tourism development mediates the effect of perceived environmental value on tourist satisfaction. However, sustainability tourism development does not mediate the effect of halal-friendly destination performance on tourist satisfaction. Meanwhile, the halal destination image does not moderate the effect of sustainability tourism development on satisfaction. Thus, our research can be used as a reference for tourist destination managers to increase tourist satisfaction by maintaining and managing the tourist destination environment properly.
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The growth rate of green tourism/ecotourism in the province of Yogyakarta, Indonesia decreased drastically because of the government's program in the community activity restriction program to reduce the COVID-19 pandemic. The purpose of this study was to analyze public perceptions of ecotourism conditions during the pandemic by implementing health protocols and maintaining environmental sustainability. The research employed descriptive and quantitative analysis. The research subject was 222 beach ecotourism tourists in the Special Region of Yogyakarta, Indonesia during the pandemic period for a period of seven months (February-August 2021). They were recruited through incidental random sampling method. The analytical tools in testing the research instrument were convergent validity test with mean loading factors and square roots average variable extract, discriminant validity test with average variable extract (AVE), and reliability test with Cronbah's alpha and composite reliability (CR), structural equation modeling analysis (SEM) with Warp partial least square (PLS) 7.0. The results showed that ecotourism concern, ecotourism practices, were not significant on tourist satisfaction. Green promotion had an effect on ecotourism tourist satisfaction, and health protocols strengthened tourist satisfaction on tourists' interest in returning to ecotourism. © 2022, Intelektual Pustaka Media Utama. All rights reserved.
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With the great economic significance of the souvenir business, academic interest in the souvenir field is increasing. The purposes of this study are to examine the holistic development of souvenirs research from 1981 to 2020, identify research themes and gaps, and suggest future research directions. With the tool of VOSViewer software, bibliometric analysis and systematic quantitative literature review were conducted. The research identifies five existing themes: (1) the souvenir object itself;(2) economic significance and socio-cultural impact;(3) souvenir business and ecology;(4) souvenir shopping behavior;and (5) souvenir shopping satisfaction and its consequences. This thematic map contributes to understanding the essence of souvenirs and their relationship with other tourism system elements;it reveals the possibility of exploring tourism phenomena and addressing the challenges through the souvenir field perspective. It has practical implications for the stakeholders to address issues and struggles for development in the context of the COVID-19 pandemic.
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Purpose>This study aims to empirically investigate the antecedents of tourists’ intentions to continue solo traveling.Design/methodology/approach>Drawing on the theory of planned behavior (TPB), an extended model on solo travel intentions is developed that incorporates variables related to past solo travel experiences, namely, tourist satisfaction, pleasure and self-development. An online survey was applied to 187 solo tourists from different countries. Hypotheses were tested with structural equation modeling.Findings>All the variables, except for subjective norms, are significant predictors of tourists’ intentions to continue solo traveling. Results confirm a good explanatory power of the extended TPB model.Research limitations/implications>Caution must be exercised with the results as tourists’ actual solo travel behavior may differ from their intentions. Future research may investigate tourists’ actual behavior by using longitudinal methods and include additional demographic variables as antecedents.Originality/value>This study empirically investigated the antecedents of tourists’ intentions to continue solo traveling – an under-researched topic. Previous research is mostly exploratory and largely focuses on female solo travelers.
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Purpose>This study explores the variables that drive the impact of artificial intelligence (AI) on the competitiveness of a tourism firm. The relationship between the variables is established using the modified total interpretive structural modelling (m-TISM) methodology. The factors are identified through literature review and expert opinion. This study investigates the hierarchical relationship between these variables.Design/methodology/approach>The modified total interpretive structural modelling (m-TISM) method is used to develop a hierarchical interrelationship among variables that display direct and indirect impact. The competitiveness of a tourism firm is measured by investigating the effect of variables on the firm's financial performance.Findings>The study identifies ten key factors essential for analysing the impact of AI on a firm's competitiveness. The m-TISM methodology gave us the hierarchical relationship between the factors and their interpretation. A theoretical TISM model has been constructed based on the hierarchy and relationship of the elements. The elements that fall in Level V are “AI Skilled Workforce”, “Infrastructure” and “Policies and Regulations”. Level IV includes the elements “AI Readiness”, “AI-Enabled Technologies” and “Digital Platforms”. Elements that fall under Level III are “Productivity” and “AI Innovation”. Level II and Level I comprise “Tourist Satisfaction” and “Financial Performance”, respectively. The levels indicate the elements' hierarchical level, with Level I the highest and Level V the lowest.Research limitations/implications>Tourism and AI scholars can analyse the given variables by including the transitive links and incorporate new variables depending upon future research. The m-TISM model constructed from literature review and expert opinion can act as a theoretical base for future studies to be conducted by researchers.Practical implications>Management/Practitioners can focus on the available characteristics and capitalise on them while working on the factors lacking in their organisation to enhance their competitiveness. Entrepreneurs starting their own business can utilise the elements in understanding the ecosystem of strengthening a firm's competitiveness. They can work to improve on the aspects which are crucial and trigger the impact on competitiveness. The government and management can devise policies and strategies that encompass the essential factors that positively impact the competitiveness of the firms. The approach can then be looked at with a holistic approach to cater to the other related components of the tourism industry.Originality/value>This study is the first of its kind to use the modified TISM methodology to understand the impact of AI on the competitiveness of tourism firms.
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In order to survive and gain competitive advantages in the post COVID-19 pandemic, tourism destinations should plan their business strategy by focusing on customer expectation. A number of research have studied tourist satisfaction, particularly, hotels and transports, however there is limited investigation with tourist attractions which have different prominence from other tourism service providers. The purpose of this study was to identify the tourists’ satisfaction components for tourist attractions by adopting an opinion mining technique and using the zero-shot text classification method. The total of 40,000 online tourists’ reviews from 40 tourist attractions in Thailand, that were posted up thought TripAdivisor.com between 2010 and 2021, were analyzed. The research findings reveal six components of tourist attraction satisfaction (TATSAT) model that includes 1) ambiance, 2) hospitality, 3) price, 4) accessibility, 5) cleanliness, and 6) security. All attributes of TATSAT model are generated from tourists’ point of view and was analyzed by the focus group discussion with five tourism experts from both academics and practitioners. This model expands the idea of HOLSAT and SERVQUAL by focusing on the tourist attraction business sector. The results can serve academics and practitioners in the research and improvement of tourist satisfaction to maximize competitive advantages for tourist attraction sector in the future. © 2022 by ASERS® Publishing. All rights reserved.
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The study proposed a modified theory of planned behaviour (TPB) model and expanding it with crucial factors in the tourism management area including push-pull motivation, destination image, tourist satisfaction, revisit intention, e-WOM recommend intention, and perceived risk as moderators to predict post-pandemic tourist behaviour towards Bali destinations. The data were collected through online surveys. A purposive sampling technique was conducted, resulting in 252 participants consists of domestic and international tourists. Data were analysed through the structural equation model approach (PLS-SEM). The findings confirmed that subjective norms, perceived behavioural control, push-pull motivation, and tourist satisfaction were significant determinants to predict tourist revisit intention to Bali. Additionally, the result of this study demonstrated that the moderating role of perceived risk has existed. Implications and directions of future research are explained.
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Global connectivity facilitated tourism and redefined economic landscapes, highlight an interest in better understanding tourism retention factors. Today, in view of the global COVID-19 pandemic, this is made even more important as the world prepares to lift lockdown restrictions and to re-engage in cross border circulation;reiterating needs to understand tourism satisfaction and revisit intentions. This study thus sheds light on the predictors of tourists’ intention to the explorative and exploitative use of Smart Tourism Technologies (STTs) and memorable experiences in tourism destinations via an integrated model and a self-administered questionnaire—distributed among domestic tourists visiting Tehran—employing the Theory of Planned Behavior (TPB). The results indicated that tourists’ attitudes, subjective norms, and perceived behavioral control toward STTs had significant positive impacts on their explorative and exploitative intentions. Furthermore, tourists’ explorative/exploitative intention and perceived behavioral control exercised significant, positive effects on their memorable experiences. Finally, the results demonstrate that tourists’ memorable experiences significantly influence their satisfaction and intention to revisit smart destinations. This study expands existing literature by exploring a new model for enhancing memorable experiences and revisit intention using STTs, and presents findings applicable to the city of Tehran, while adopting a model which can be replicated in other geographies looking at better understanding its tourism landscape. Finally, the results in this study can be helpful for both researchers and policy makers in their quest to rejuvenate local post-pandemic economies via tourism measures.