The Concepts Of Tourist Satisfaction In Tourism And Tourism

Introduction

Tourism has come to play essential economic role for many countries. As the world has become more globalised and airlines have extended their operating routes, even the most remote of locations have come to use tourism as a fundamental tool to economic growth. With this newly globalised has come increased demand and competition. Destination marketers and managers are constantly being met with the challenge of learning to attract newer tourists and to encourage their revisiting to the destination. The keys to such actions lie in the understanding of tourist behaviours and the antecedents involved in influencing consumer loyalty to destinations. A common assumption made is that an overall satisfied tourist plays a fundamental role in that tourist’s choice to continue returning to a destination and recommend it to others. The purpose of study is to review literature on this idea of “tourist satisfaction” and investigate the influence it may have on destination loyalty.

Tourist Satisfaction Defined

In turn, a large number of definitions of customer satisfaction have since emerged. Song (2010) suggests that tourist satisfaction refers to the post-consumption evaluation that’s made after a tourist has consumed a product or a service. Pizam et al., (1987) define tourist satisfaction as ‘the result of interaction between a tourist’s experiences at the destination area at the destination area and the expectations he/she had about that destination’. Peter and Olson (1996) look at tourist satisfaction as being the ending point in a psychological process, from identifying a need to evaluating the experienced product. Kotler (2000) describes satisfaction as being “a person’s feelings of pleasure or disappointment resulting from comparing a product or perceived outcome/performance in relation to his/her