IV. The customer satisfaction/dissatisfaction
Two main approaches to defining satisfaction
The formation of loyalty to tourist destination
|
|
|
|
|
|
|
|
Current models of consumer behavior in tourism
A model of the destination choice process
|
|
|
|
|
|
|
|
|
|
|
|
Visitor’s behavior influencing factors
‘Pull’ factors are the destination attributes that fulfil visitors’ travel motives.
‘Push’ factors are forces arising from the individual and from the individual’s social context. These are real motivational forces and determine destination’s ‘competitiveness’ from the tourist’s viewpoint
Factors which influence the tourist to purchase a particular tourism product
factors
which motivate the tourist to wish to purchase a particular product
___________ ________________________________________________________________________________________________________________________________________________
factors
which determine to what extent tourists are able to purchase the
product they desire_______________________________ ________________________________________________________________________________________________________________________________________________
|
|
|
|
Motive factors and items
Factors
|
Motive items
|
Novelty |
having fun |
experiencing something different |
|
feeling the special atmosphere of the vacation destination |
|
visiting places related to my personal interests |
|
Escape/relax |
resting and relaxing |
getting away from everyday psychological stress/pressure |
|
being away from daily routine |
|
getting away from the usual demands of life |
|
giving my mind a rest
|
|
not worrying about time |
|
getting away from everyday physical stress/pressure |
|
Relationship (strengthen) |
doing things with my companion(s) |
doing something with my family/friend(s) |
|
being with others who enjoy the same things as I do |
|
strengthening relationships with my companion(s) |
|
strengthening relationships with my family/friend(s) |
|
contacting with family/friend(s) who live elsewhere |
|
Autonomy |
being independent |
being obligated to no one |
|
doing things my own way |
|
Nature |
viewing the scenery |
being close to nature |
|
getting a better appreciation of nature |
|
being harmonious with nature |
|
Stimulation |
exploring the unknown |
feeling excitement |
|
having unpredictable experiences |
|
being spontaneous |
|
having daring/adventuresome experience |
|
experiencing thrills |
|
experiencing the risk involved |
|
Self- development (personal development) |
develop my personal interests |
knowing what I am capable of |
|
gaining a sense of accomplishment |
|
gaining a sense of self-confidence |
|
developing my skills and abilities |
|
using my skills and talents |
Relationship (security)
|
feeling personally safe and secure |
being with respectful people |
|
meeting people with similar values/interests |
|
being near considerate people |
|
being with others if I need them |
|
feeling that I belong |
|
Self- actualise
|
gaining a new perspective on life |
feeling inner harmony/peace |
|
understanding more about myself |
|
being creative |
|
working on my personal/spiritual values |
|
Isolation
|
experiencing the peace and calm |
avoiding interpersonal stress and pressure |
|
experiencing the open space |
|
being away from the crowds of people |
|
enjoying isolation |
|
Nostalgia |
thinking about good times I've had in the past |
reflecting on past memories |
|
Romance |
having romantic relationships |
being with people of the opposite sex |
|
Recognition |
sharing skill and knowledge with others |
showing others I can do it |
|
being recognised by other people |
|
leading others |
|
having others know that I have been there |
Determinants include the set of factors defining:
• the destination for the trip
• when the trip will be taken
• the mode of travel to be used
• the duration of the trip
• who will comprise the holiday party or group
• the type of accommodation that will be used
• the activities undertaken by the tourist during the holiday
• how much will be spent on the trip.
|
|
|
|
|
|
