Tourist Satisfaction and Repeat Visitation; Toward a New Comprehensive Model
Tourism researchers have recently focused on repeat visitation as a part of destination loyalty. Different models have also considered satisfaction as the main determinant of revisit intention, while findings in many studies show it as a continuous issue. This conceptual paper attempts at evaluating recent empirical studies on satisfaction and revisit intention. Based on limitations and gaps in recent studies, the current paper suggests a new model that would be more comprehensive than those in previous studies. The new model offers new relationships between antecedents (destination image, perceived value, specific novelty seeking, and distance to destination) and both of satisfaction and revisit intention. Revisit intention in turn is suggested to be measured in a temporal approach.
[1] Chen, C. F., & Tsai, D.(2007). How destination imageand evaluative
factors affect behavioural intentions? Tourism Management, 28, 1115-
1122.
[2] Zabkar V., Brenc M., Dmitrovic T. (2010). Modellingperceived quality,
visitor satisfaction and behavioural intentions at the destination level,
Tourism Management, 31, 537-546.
[3] Beerli, A., & Martin, J. D. (2004). Factors influencingdestination image.
Annals of Tourism Research, 31(3) 657-681.
[4] Yoon, Y., & Uysal, M. (2005). An examination of theeffects of
motivation and satisfaction on destination loyalty: a structural model.
Tourism Management, 26(1) 45-56.
[5] Buhalis, D. D., (2000). Marketing the competitive destination of the
future. Tourism Management, 21(1) 97-116.
[6] Gilbert, D.C. (1996): "Relationship marketing and airline loyalty
schemes", Tourism Management, 17(8) 575-582.
[7] Hui T, Wan D, Ho A (2007). Tourists' satisfaction, recommendation and
revisiting Singapore. Tourism Management, 28, 965-75.
[8] Jang, S. and Feng, R. (2007). ÔÇÿÔÇÿTemporal destination revisit intention:
the effects of novelty seeking and satisfaction--, Tourism Management,
28, 580-90.
[9] Kozak, M., (2001). Repeaters- behavior at two distinct destinations.
Annals of Tourism Research, 28(3) 784-807.
[10] Oppermann, M. (1999). Predicting destination choice: a discussion of
destination loyalty. Journal of Vacation Marketing, 5, 51-65.
[11] Gitelson, R. J., & Crompton, J. L. (1984). Insights into the repeat
vacation phenomenon. Annals of Tourism Research, 11, 199-217.
[12] Shoemaker, S., & Lewis, R. C. (1999). Customer loyalty: The future of
hospitality marketing. International Journal of Hospitality
Management,18, 345-370.
[13] Darnell, A. C., & Johnson, P. S. (2001). Repeat visits to attractions: a
preliminary economic analysis. Tourism Management, 22, 119-126.
[14] Kozak, M., & Rimmington, M. (2000). Tourist satisfaction with
Mallorca, Spain, as an off-season holiday destination. Journal of Travel
Research, 38(1) 260-269.
[15] Oppermann, M. (1997). First-time and repeat visitors to New Zealand.
Tourism Management, 18(3) 177-181.
[16] Pizam, A., & Ellis, T. (1999). Customer satisfaction and its measurement
in hospitality enterprises. International Journal of Contemporary
Hospitality Management, 11(7), 326-339.
[17] Mazanec, J. A., WÖBER, K. and ZINS, A. H. (2007). Tourism
Destination Competitiveness: From Definition to Explanation. Journal of
Travel Research, 46(1) 86-95.
[18] Oliver, R. L. (1999). Whence consumer loyalty? Journal of Marketing,
63, 33-44.
[19] Turner, Lindsay W. and Yvette Reisinger(2001), "Shopping Satisfaction
for Domestic Tourists," Journal of Retailing and Consumer Services,
8(1), 15-27.
[20] Danaher, P. J., & Haddrell, V. (1996). A comparison of question scales
for measuring customer satisfaction. International Journal of Service
Industry Management, 7(4) 4-26.
[21] Kotler, P. (1994). Marketing Management: Analysis, Planning,
Implementation and Control (8th ed.). Englewood Cliffs NJ: Prentice-
Hall International.
[22] Peters B. (1994). Why is it so hard to change the World? International
Sociology, 9(3)175- 293.
[23] Krishnan, S. and K. Gronhaug (1979) A Multi- Attribute
Approach to Consumer Satisfaction with a Professional Program. In
Refining Concepts and Measures of Consumer Satisfaction and
Complaining Behavior, Papers from the Fourth Annual Conference on
Consumer Satisfaction, Dissatisfaction and Complaining Behavior, K.
Hunt and R. L. Day, eds., pp. 86-90. Bloomington, IN.
[24] Fornell C. (1992). A National Customer Satisfaction Barometer: The
Swedish Experience. Journal of Marketing, 56(1) 6-21.
[25] Halstead D., & Page Jr. T.J. (1992). The effects of satisfaction and
complaining behavior on consumers repurchase behavior. Journal of
Satisfaction, Dissatisfaction and Complaining Behavior, 5, 1-11.
[26] Andreassen, T.W. & Lindestad, B. (1998), ÔÇÿÔÇÿCustomer loyalty and
complex services: the impact of corporate image on quality, customer
satisfaction and loyalty for customers with varying degrees of service
expertise--, International Journal of Service Industry Management, (1) 7-
23.
[27] Liljander, V., Strandvik, T. (1995). The Nature of Customer
Relationships in Services, Advances in Service Marketing and
Management, 4, 141-167.
[28] Weber K. (1997). "Assessment of Tourist Satisfaction Using the
Expectancy Disconfirmation Theory: A Study of German Travel Market
in Australia", Pacific Tourism Review, 1, 35-45.
[29] Kozak, M., (2002). Comparative analysis of tourist motivations by
nationality and destinations. Tourism Management 23, 221-32.
[30] Gronroos, C. (1984). A Service Quality Model and Its Marketing
Implications. European Journal of Marketing 18(4) 36-44.
[31] Baker, D. A., & Crompton, J. L. (2000). Quality, satisfaction, and
behaviour intentions. Annals of Tourism Research, 27(3) 785-804.
[32] Akama, J. S. and Kieti, D. M. (2003). Measuring tourist satisfaction with
Kenya-s wildlife safari: a case study of Tsavo West National Park.
Journal of Tourism Management, 24, 73-81.
[33] Swan, John E. and Linda Jones Combs (1976). "Product Performance
and Consumer Satisfaction: A New Concept." Journal of Marketing, 40,
25-33.
[34] Nield, K., Kozak, M., and LeGrys, G. (2000). The Role of Food Service
in Tourist Satisfaction. Hospitality Management, 19, 375-384.
[35] Valle, P. O., Silva, J. A., Mendes J., Guerreiro, M., (2006).Tourist
Satisfaction and Destination Loyalty intention: A Structural and
Categorical Analysis, Int.Journal of Business Science and Applied
Management, 1(1).
[36] Um, S., Chon, K., & Ro, Y. (2006). Antecedents of revisit intention.
Annals of Tourism Research, 33(4) 1141-1158.
[37] Lee, C., Lee, Y., & Lee, B. (2005). Korea-s destination image formed by
the 2002 world cup. Annals of Tourism Research, 32(4) 839-858.
[38] Bigne, J. E., Sanchez, M. I., & Sanchez, J. (2001).Tourism image,
evaluation variables and after purchase behaviour: inter-relationship.
Tourism Management, 22, 607-616.
[39] Li, X., Cheng, C., Kim, H., James, F. (2008). A systematic comparison
of first-time and repeat visitors via a two-phase online survey, Tourism
Management, 29 pp 278-293.
[40] Chi, C., & Qu, H. (2008). Examining the structural relationships of
destination image, tourist satisfaction and destination loyalty: an
integrated approach. Tourism Management, 29, 624-636.
[41] Bigne, J. E., Sanchez, I., & Andreu, L. (2009). The role of variety
seeking in short and long run revisit intentions in holiday destinations.
International Journal of Culture, Tourism and Hospitality Research, 3(2)
103-115.
[42] Assaker, G., Vinzi, V.E., O-Connor, P. (2010). Examining the effect of
novelty seeking, satisfaction, and destination image on tourists- return
pattern: A two factor, non-linear latent growth model, Tourism
Management, 1(12).
[43] Pearson, P. H. (1970). Relationship between global and specified
measures of novelty seeking. Journal of Consulting and Clinical
Psychology, 34, 199-204.
[44] Cohen, E. (1979). Rethinking the sociology of tourism. Annals of
Tourism Research, 6(1) 18-35.
[45] Crotts, J. C. (1993). Personality Correlates of the Novelty Seeking Drive.
Journal of Hospitality and Leisure Marketing, 1, 7-29.
[46] Petrick, J. F., & Backman, S. J. (2002). An examination of golf
travelers- satisfaction, perceived value, loyalty and intentions to revisit.
Tourism Analysis, 6(3/4) 223-237.
[47] Bello, D. C., & Etzel, M. J. (1985). The role of novelty in the pleasure
travel experience. Journal of Travel Research, 24, 20-26.
[48] Berlyne, D. E. (1966). Curiosity and Exploration. Science 153:25-33.
[49] Zuckerman, M. (1971). Dimensions of sensation seeking. Journal of
Consulting and Clinical Psychology, 36(1) 45-52.
[50] Mehrabian, A., and J. A. Russell (1974). An Approach to Environmental
Psychology. Cambridge MA: MIT Press.
[51] Feng, R., & Jang, S. (2004). Temporal destination loyalty: a structural
initiation. Advances in Hospitality and Tourism Research, 9, 207-221.
[52] Barroso, C., Mart─▒'n, E. and Mart─▒'n, D. (2007). ÔÇÿÔÇÿThe influence of
market heterogeneity on the relationship between a destination-s image
and tourists- future behavior--, Tourism Management, 28 (1) 175-87.
[53] Berne, C., Mugica, J.M. and Rivera, P. (2005), ÔÇÿÔÇÿThe managerial ability
to control the varied behavior of regular customers in retailing:
interformat differences--, Journal of Retailing and Consumer Services,
12, 151-64.
[54] Niininen O., Szivas, E. & Riley, M. (2004). Destination loyalty and
repeat behaviour: An application of optimum stimulation measurement,
International Journal of Tourism Research, 6, 439-447.
[55] Kim, Hong-bumm (1998), "Perceived attractiveness of Korean
Destinations," Annals of
[56] Tourism Research, 25 (2), 340-61.
[57] Nicolau, J.L and F.J. Mas (2006). The influence of distance and prices
on the choice of tourist destinations: The moderating role of motivations,
Tourism Management, 27.
[58] Borgers, A. W. J., Van Der Heijden, R. E. C. M., & Timmermans, H. J.
P. (1989). A variety seeking model of spatial choice-behaviour.
Environment and Planning A, 21, 1037-1048.
[59] Fesenmaier, D. R. (1988). Integrating activity patterns into destination
choice models. Journal of Leisure Resesarch, 20(3), 175-191.
[60] Admowicz, W.L.(1994). Habit formation and variety seeking in a
discrete choice model of recreation demand. Journal of Agricultural and
Resource Economics, 19, 19-31.
[61] Perdue, R. R. (1986). Traders and nontraders in recreational destination
choice. Journal of Leisure Research, 18(1), 12-25.
[62] Baxter, M. J. (1979). The interpretation of the distance and attractiveness
components in models of recreational trips. Geographical Analysis,
11(3) 311-315.
[63] Beaman, J. (1976). Corrections regarding the impedance of distance
functions for several g(d) functions. Journal of Leisure Research, 49-52.
[64] Oppermann, M. (2000). Tourism destination loyalty. Journal of Travel
Research, 39, 78-84.
[65] Yi, Y. (1991). A Critical Review of Consumer Satisfaction. In Review of
Marketing, V. A. Zeithaml, ed., 68-123. Chicago: American Marketing
Association. Zeithaml, V. A., L. L. Berry, and A. Parasuraman.
[66] Zeithaml, V. A. (1988). Consumer perceptions of price, quality and
value: A means-end model and synthesis of evidence. Journal of
Marketing, 5, 2-22.
[1] Chen, C. F., & Tsai, D.(2007). How destination imageand evaluative
factors affect behavioural intentions? Tourism Management, 28, 1115-
1122.
[2] Zabkar V., Brenc M., Dmitrovic T. (2010). Modellingperceived quality,
visitor satisfaction and behavioural intentions at the destination level,
Tourism Management, 31, 537-546.
[3] Beerli, A., & Martin, J. D. (2004). Factors influencingdestination image.
Annals of Tourism Research, 31(3) 657-681.
[4] Yoon, Y., & Uysal, M. (2005). An examination of theeffects of
motivation and satisfaction on destination loyalty: a structural model.
Tourism Management, 26(1) 45-56.
[5] Buhalis, D. D., (2000). Marketing the competitive destination of the
future. Tourism Management, 21(1) 97-116.
[6] Gilbert, D.C. (1996): "Relationship marketing and airline loyalty
schemes", Tourism Management, 17(8) 575-582.
[7] Hui T, Wan D, Ho A (2007). Tourists' satisfaction, recommendation and
revisiting Singapore. Tourism Management, 28, 965-75.
[8] Jang, S. and Feng, R. (2007). ÔÇÿÔÇÿTemporal destination revisit intention:
the effects of novelty seeking and satisfaction--, Tourism Management,
28, 580-90.
[9] Kozak, M., (2001). Repeaters- behavior at two distinct destinations.
Annals of Tourism Research, 28(3) 784-807.
[10] Oppermann, M. (1999). Predicting destination choice: a discussion of
destination loyalty. Journal of Vacation Marketing, 5, 51-65.
[11] Gitelson, R. J., & Crompton, J. L. (1984). Insights into the repeat
vacation phenomenon. Annals of Tourism Research, 11, 199-217.
[12] Shoemaker, S., & Lewis, R. C. (1999). Customer loyalty: The future of
hospitality marketing. International Journal of Hospitality
Management,18, 345-370.
[13] Darnell, A. C., & Johnson, P. S. (2001). Repeat visits to attractions: a
preliminary economic analysis. Tourism Management, 22, 119-126.
[14] Kozak, M., & Rimmington, M. (2000). Tourist satisfaction with
Mallorca, Spain, as an off-season holiday destination. Journal of Travel
Research, 38(1) 260-269.
[15] Oppermann, M. (1997). First-time and repeat visitors to New Zealand.
Tourism Management, 18(3) 177-181.
[16] Pizam, A., & Ellis, T. (1999). Customer satisfaction and its measurement
in hospitality enterprises. International Journal of Contemporary
Hospitality Management, 11(7), 326-339.
[17] Mazanec, J. A., WÖBER, K. and ZINS, A. H. (2007). Tourism
Destination Competitiveness: From Definition to Explanation. Journal of
Travel Research, 46(1) 86-95.
[18] Oliver, R. L. (1999). Whence consumer loyalty? Journal of Marketing,
63, 33-44.
[19] Turner, Lindsay W. and Yvette Reisinger(2001), "Shopping Satisfaction
for Domestic Tourists," Journal of Retailing and Consumer Services,
8(1), 15-27.
[20] Danaher, P. J., & Haddrell, V. (1996). A comparison of question scales
for measuring customer satisfaction. International Journal of Service
Industry Management, 7(4) 4-26.
[21] Kotler, P. (1994). Marketing Management: Analysis, Planning,
Implementation and Control (8th ed.). Englewood Cliffs NJ: Prentice-
Hall International.
[22] Peters B. (1994). Why is it so hard to change the World? International
Sociology, 9(3)175- 293.
[23] Krishnan, S. and K. Gronhaug (1979) A Multi- Attribute
Approach to Consumer Satisfaction with a Professional Program. In
Refining Concepts and Measures of Consumer Satisfaction and
Complaining Behavior, Papers from the Fourth Annual Conference on
Consumer Satisfaction, Dissatisfaction and Complaining Behavior, K.
Hunt and R. L. Day, eds., pp. 86-90. Bloomington, IN.
[24] Fornell C. (1992). A National Customer Satisfaction Barometer: The
Swedish Experience. Journal of Marketing, 56(1) 6-21.
[25] Halstead D., & Page Jr. T.J. (1992). The effects of satisfaction and
complaining behavior on consumers repurchase behavior. Journal of
Satisfaction, Dissatisfaction and Complaining Behavior, 5, 1-11.
[26] Andreassen, T.W. & Lindestad, B. (1998), ÔÇÿÔÇÿCustomer loyalty and
complex services: the impact of corporate image on quality, customer
satisfaction and loyalty for customers with varying degrees of service
expertise--, International Journal of Service Industry Management, (1) 7-
23.
[27] Liljander, V., Strandvik, T. (1995). The Nature of Customer
Relationships in Services, Advances in Service Marketing and
Management, 4, 141-167.
[28] Weber K. (1997). "Assessment of Tourist Satisfaction Using the
Expectancy Disconfirmation Theory: A Study of German Travel Market
in Australia", Pacific Tourism Review, 1, 35-45.
[29] Kozak, M., (2002). Comparative analysis of tourist motivations by
nationality and destinations. Tourism Management 23, 221-32.
[30] Gronroos, C. (1984). A Service Quality Model and Its Marketing
Implications. European Journal of Marketing 18(4) 36-44.
[31] Baker, D. A., & Crompton, J. L. (2000). Quality, satisfaction, and
behaviour intentions. Annals of Tourism Research, 27(3) 785-804.
[32] Akama, J. S. and Kieti, D. M. (2003). Measuring tourist satisfaction with
Kenya-s wildlife safari: a case study of Tsavo West National Park.
Journal of Tourism Management, 24, 73-81.
[33] Swan, John E. and Linda Jones Combs (1976). "Product Performance
and Consumer Satisfaction: A New Concept." Journal of Marketing, 40,
25-33.
[34] Nield, K., Kozak, M., and LeGrys, G. (2000). The Role of Food Service
in Tourist Satisfaction. Hospitality Management, 19, 375-384.
[35] Valle, P. O., Silva, J. A., Mendes J., Guerreiro, M., (2006).Tourist
Satisfaction and Destination Loyalty intention: A Structural and
Categorical Analysis, Int.Journal of Business Science and Applied
Management, 1(1).
[36] Um, S., Chon, K., & Ro, Y. (2006). Antecedents of revisit intention.
Annals of Tourism Research, 33(4) 1141-1158.
[37] Lee, C., Lee, Y., & Lee, B. (2005). Korea-s destination image formed by
the 2002 world cup. Annals of Tourism Research, 32(4) 839-858.
[38] Bigne, J. E., Sanchez, M. I., & Sanchez, J. (2001).Tourism image,
evaluation variables and after purchase behaviour: inter-relationship.
Tourism Management, 22, 607-616.
[39] Li, X., Cheng, C., Kim, H., James, F. (2008). A systematic comparison
of first-time and repeat visitors via a two-phase online survey, Tourism
Management, 29 pp 278-293.
[40] Chi, C., & Qu, H. (2008). Examining the structural relationships of
destination image, tourist satisfaction and destination loyalty: an
integrated approach. Tourism Management, 29, 624-636.
[41] Bigne, J. E., Sanchez, I., & Andreu, L. (2009). The role of variety
seeking in short and long run revisit intentions in holiday destinations.
International Journal of Culture, Tourism and Hospitality Research, 3(2)
103-115.
[42] Assaker, G., Vinzi, V.E., O-Connor, P. (2010). Examining the effect of
novelty seeking, satisfaction, and destination image on tourists- return
pattern: A two factor, non-linear latent growth model, Tourism
Management, 1(12).
[43] Pearson, P. H. (1970). Relationship between global and specified
measures of novelty seeking. Journal of Consulting and Clinical
Psychology, 34, 199-204.
[44] Cohen, E. (1979). Rethinking the sociology of tourism. Annals of
Tourism Research, 6(1) 18-35.
[45] Crotts, J. C. (1993). Personality Correlates of the Novelty Seeking Drive.
Journal of Hospitality and Leisure Marketing, 1, 7-29.
[46] Petrick, J. F., & Backman, S. J. (2002). An examination of golf
travelers- satisfaction, perceived value, loyalty and intentions to revisit.
Tourism Analysis, 6(3/4) 223-237.
[47] Bello, D. C., & Etzel, M. J. (1985). The role of novelty in the pleasure
travel experience. Journal of Travel Research, 24, 20-26.
[48] Berlyne, D. E. (1966). Curiosity and Exploration. Science 153:25-33.
[49] Zuckerman, M. (1971). Dimensions of sensation seeking. Journal of
Consulting and Clinical Psychology, 36(1) 45-52.
[50] Mehrabian, A., and J. A. Russell (1974). An Approach to Environmental
Psychology. Cambridge MA: MIT Press.
[51] Feng, R., & Jang, S. (2004). Temporal destination loyalty: a structural
initiation. Advances in Hospitality and Tourism Research, 9, 207-221.
[52] Barroso, C., Mart─▒'n, E. and Mart─▒'n, D. (2007). ÔÇÿÔÇÿThe influence of
market heterogeneity on the relationship between a destination-s image
and tourists- future behavior--, Tourism Management, 28 (1) 175-87.
[53] Berne, C., Mugica, J.M. and Rivera, P. (2005), ÔÇÿÔÇÿThe managerial ability
to control the varied behavior of regular customers in retailing:
interformat differences--, Journal of Retailing and Consumer Services,
12, 151-64.
[54] Niininen O., Szivas, E. & Riley, M. (2004). Destination loyalty and
repeat behaviour: An application of optimum stimulation measurement,
International Journal of Tourism Research, 6, 439-447.
[55] Kim, Hong-bumm (1998), "Perceived attractiveness of Korean
Destinations," Annals of
[56] Tourism Research, 25 (2), 340-61.
[57] Nicolau, J.L and F.J. Mas (2006). The influence of distance and prices
on the choice of tourist destinations: The moderating role of motivations,
Tourism Management, 27.
[58] Borgers, A. W. J., Van Der Heijden, R. E. C. M., & Timmermans, H. J.
P. (1989). A variety seeking model of spatial choice-behaviour.
Environment and Planning A, 21, 1037-1048.
[59] Fesenmaier, D. R. (1988). Integrating activity patterns into destination
choice models. Journal of Leisure Resesarch, 20(3), 175-191.
[60] Admowicz, W.L.(1994). Habit formation and variety seeking in a
discrete choice model of recreation demand. Journal of Agricultural and
Resource Economics, 19, 19-31.
[61] Perdue, R. R. (1986). Traders and nontraders in recreational destination
choice. Journal of Leisure Research, 18(1), 12-25.
[62] Baxter, M. J. (1979). The interpretation of the distance and attractiveness
components in models of recreational trips. Geographical Analysis,
11(3) 311-315.
[63] Beaman, J. (1976). Corrections regarding the impedance of distance
functions for several g(d) functions. Journal of Leisure Research, 49-52.
[64] Oppermann, M. (2000). Tourism destination loyalty. Journal of Travel
Research, 39, 78-84.
[65] Yi, Y. (1991). A Critical Review of Consumer Satisfaction. In Review of
Marketing, V. A. Zeithaml, ed., 68-123. Chicago: American Marketing
Association. Zeithaml, V. A., L. L. Berry, and A. Parasuraman.
[66] Zeithaml, V. A. (1988). Consumer perceptions of price, quality and
value: A means-end model and synthesis of evidence. Journal of
Marketing, 5, 2-22.
@article{"International Journal of Business, Human and Social Sciences:60089", author = "Ahmad Puad Mat Som and Mohammad Bader Badarneh", title = "Tourist Satisfaction and Repeat Visitation; Toward a New Comprehensive Model", abstract = "Tourism researchers have recently focused on repeat visitation as a part of destination loyalty. Different models have also considered satisfaction as the main determinant of revisit intention, while findings in many studies show it as a continuous issue. This conceptual paper attempts at evaluating recent empirical studies on satisfaction and revisit intention. Based on limitations and gaps in recent studies, the current paper suggests a new model that would be more comprehensive than those in previous studies. The new model offers new relationships between antecedents (destination image, perceived value, specific novelty seeking, and distance to destination) and both of satisfaction and revisit intention. Revisit intention in turn is suggested to be measured in a temporal approach.
", keywords = "Satisfaction, revisit intention, a new model.", volume = "5", number = "2", pages = "182-8", }
