"Just trying to keep the customer satisfied": a comparison of models used in the measurement of tourist satisfaction

Fallon, P; Schofield, PS

Abstract

The paper compares the predictive validity of six models used in the measurement of satisfaction; it is concerned with their application at destination level, with particular reference to Orlando, Florida. Using factor analysis and multiple regression, the 'performance only' model was clearly identified as the best predictor of satisfaction. The incorporation of 'importance' and 'performance' ratings did not improve the predictive power of the 'performance only' solution. From tourists' 'performance' ratings, five 'dimensions' of Orlando's tourism offering were identified: 'primary,' 'secondary' and 'tertiary' attractions, 'facilitators' and 'transport plus.' Notwithstanding Orlando's reputation as the world's theme park capital, Orlando's 'secondary' attractions (such as shopping and dining opportunities) and 'facilitators' (such as accommodation and customer service) were identified as having the most influence on overall tourist satisfaction with Orlando.

Citation

Fallon, P., & Schofield, P. (2003). "Just trying to keep the customer satisfied": a comparison of models used in the measurement of tourist satisfaction. Journal of Quality Assurance in Hospitality and Tourism, 4(3/4), 77-96. https://doi.org/10.1300/J162v04n03_06

• Journal Article Type: Article
• Publication Date: Mar 1, 2003
• Deposit Date: Oct 16, 2007
• Journal: Journal of Quality Assurance in Hospitality & Tourism
• Print ISSN: 1528-008X
• Publisher: Routledge
• Peer Reviewed: Peer Reviewed
• Volume: 4
• Issue: 3/4
• Pages: 77-96
• DOI: https://doi.org/10.1300/J162v04n03_06