THE HONG KONG TOURIST SATISFACTION INDEX

被引：141

作者：

Song, Haiyan ^{[1
]}

van der Veen, Robert ^{[1
]}

Li, Gang ^{[2
]}

Chen, Jason L. ^{[2
]}

机构：

[1] Hong Kong Polytech Univ, Sch Hotel & Tourism Management, Hong Kong, Hong Kong, Peoples R China

[2] Univ Surrey, Sch Hospitality & Tourism Management, Guildford GU2 5XH, Surrey, England

来源：

ANNALS OF TOURISM RESEARCH | 2012年 / 39卷 / 01期

关键词：

tourist satisfaction; index; SEM; MIMIC model; Hong Kong; COMPARING CUSTOMER SATISFACTION; SERVICE QUALITY; BEHAVIORAL INTENTIONS; EXPECTATIONS; LOYALTY; MODEL; PLS; CONSEQUENCES; ANTECEDENTS; PERFORMANCE;

D O I：

10.1016/j.annals.2011.06.001

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

This study develops a tourist satisfaction assessment system based on a dual-model framework and demonstrates its general applicability. The first model concerns tourist satisfaction and its key antecedents and consequences. Structural equation modelling is employed to investigate the relationships amongst the constructs in the theoretical framework, and is then used as a basis for the computation of sectoral-level tourist satisfaction indexes. The second model is designed to estimate an aggregate service satisfaction index and an overall destination satisfaction index using a multiple indicator and multiple cause approach. The framework is applied to a large dataset that represents six tourism-related sectors and seven major source markets of inbound tourism to Hong Kong.

引用

页码：459 / 479

页数：21

共 76 条

[1]

Anderson E.W., 1994, MARKET LETT, V5, P19

[2] THE ANTECEDENTS AND CONSEQUENCES OF CUSTOMER SATISFACTION FOR FIRMS [J].

ANDERSON, EW ;

SULLIVAN, MW .

MARKETING SCIENCE, 1993, 12 (02) :125-143

[3] CUSTOMER SATISFACTION, MARKET SHARE, AND PROFITABILITY - FINDINGS FROM SWEDEN [J].

ANDERSON, EW ;

FORNELL, C ;

LEHMANN, DR .

JOURNAL OF MARKETING, 1994, 58 (03) :53-66

[4]

ANDREASEN AR, 1977, HARVARD BUS REV, V55, P93

[5] Customer loyalty and complex services - The impact of corporate image on quality, customer satisfaction and loyalty for customers with varying degrees of service expertise [J].

Andreassen, TW ;

Lindestad, B .

INTERNATIONAL JOURNAL OF SERVICE INDUSTRY MANAGEMENT, 1998, 9 (01) :7-+

[6] Marketing culture and customer retention in the tourism industry [J].

Appiah-Adu, K ;

Fyall, A ;

Singh, S .

SERVICE INDUSTRIES JOURNAL, 2000, 20 (02) :95-113

[7]

Augustyn M., 1998, Journal of Travel Research, V37, P71, DOI 10.1177/004728759803700110

[8] Quality, satisfaction and behavioral intentions [J].

Baker, DA ;

Crompton, JL .

ANNALS OF TOURISM RESEARCH, 2000, 27 (03) :785-804

[9] Tourism image, evaluation variables and after purchase behaviour:: inter-relationship [J].

Bigné, JE ;

Sánchez, MI ;

Sánchez, J .

TOURISM MANAGEMENT, 2001, 22 (06) :607-616

[10] The mediating effect of organizational reputation on customer loyalty and service recommendation in the banking industry [J].

Bontis, Nick ;

Booker, Lorne D. ;

Serenko, Alexander .

MANAGEMENT DECISION, 2007, 45 (09) :1426-1445

← 1 2 3 4 5 6 7 8 →