Experience Value, Satisfaction and Loyalty of International Tourists in Shanghai: A PLS-SEM Analysis

Abstract

The purpose of this paper is to explore loyalty and satisfaction of international tourists visiting Shanghai with tourism services through five experience value dimensions: functional value, price value, emotional value, social value and novelty value. A questionnaire was used to gather data from 166 international tourists visiting Shanghai during September-October, 2016. The measures were taken and adapted from William &Soutar (2009), andPrebensen &Rosengren (2016). Data was analyzed using SPSS 24 and SmartPlS 3.2. The results confirm a direct and significant relationship between experience value and its five dimensions. Although all the dimensions of experience value had a significant indirect effect on satisfaction and loyalty, the study showed that international tourists in Shanghai worry more about the emotional, social, and novelty value a service can offer rather than the price or functional value.

Analyzing heterogeneity in passenger satisfaction, loyalty, and complaints with air-rail integrated services

“…Satisfaction is the most intuitive assessment of travel services by passengers (Fornell et al, 1996;Yuan et al, 2021), and it plays a pivotal role in monitoring and reflecting perceived quality and passenger behavior intentions. If passengers are satisfied with the service of a certain traveling mode, their intentions to repeatedly choose and word of mouth recommendation will increase (Krizek and El-Geneidy, 2007;Mustelier Puig and Ming, 2017). As marketing research has shown, passenger satisfaction impacts passengers' loyalty and complaints (Allen et al, 2019).…”