A method for testing the effect of management interventions on the satisfaction and loyalty of national park visitors

Abstract

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Tourists' Values and Perceived Appropriate Uses of National Parks

“…It has been suggested that providing services and facilities within protected areas strongly affects visitors' satisfaction and experiences (Taplin, Rodger, & Moore, 2016). There are pressures on most national parks worldwide to accommodate increasingly diverse activities and provide more facilities (Frost & Hall, 2009).…”

There is no fuzziness when it comes to measuring service quality in national parks

“…In contrast, SQ expectations are found to be relatively lower on the following attributes: (1) materials visually appealing, (2) facilities reflect local influence, (3) employees give personal attention and (4) employees give individual attention. Taplin et al (2016) conducted a randomized experiment to analyse the causal relationship between SQ and visitor satisfaction and loyalty in national parks using Yanchep National Park in Western Australia as a case study. They employed a three-part structured questionnaire: (1) trip characteristics; (2) importance and performance evaluation (worded as 'satisfaction' in the questionnaire) of nine SQ attributes using a seven-point Likert-type scale with 1 being the lowest (Not at all important/not at all satisfied) and 7 the highest (Extremely important/ extremely satisfied) and ( 3) three questions on overall visitor satisfaction and eight questions measuring the likelihood of loyalty behaviours.…”

“…The author needs to include the new dimension eco-tangible as some characteristics of the tourist products regarding ecotourism are more related to the conservation face of the binomial expressed above. Similarly, Lee et al (2004) and Taplin et al (2016) contend that SERVQUAL cannot be directly replicated in forests or national parks, and that specific adaptations of concepts are needed. Therefore, different lists of items have been adapted under distinct natural products.…”

“…After the introduction of ECOSERV, a number of studies have adapted it to ask visitors to natural parks about the perceptions of the performance of different facilities and services (e.g. Arabatzis and Grigoroudis, 2010; Lee et al, 2004; O’Neill et al, 2010; Said et al, 2009; Taplin et al, 2016; Tonge et al, 2011). Most of the studies were conducted to investigate the SQ experience in the national or natural parks where conservation is an important issue for the national park managers and as analysed below the scales are not fixed regarding either the dimensions or the list of attributes.…”

Environmental Attitudes and Tourist Satisfaction in Overloaded Natural Protected Areas

“…Satisfaction is important because it is an indicator of the quality of leisure and education services provided to society. Moreover, satisfaction is essential to boost demand since it increases intention to revisit and recommend the NPA to friends and relatives (Lee, Graefe, and Burns 2004; Rodger, Taplin, and Moore 2015; Taplin, Rodger, and Moore 2016), and to make online positive reviews (Hosany et al 2016; Prayag et al 2015).…”