Group Tour Management: Does Good Service Produce Satisfied Customers?

Abstract

A modified version of the expectation/performance paradigm was applied in a specific group tour situation to measure the relative importance of tourism services and attractions to satisfaction with a weekend motorcoach tour to Niagara Falls. It was determined that the experience level of the traveler did not significantly affect expectations norperformance ratings. Utilizing repeated measures ANOVA, two service features (tour escort service and convenience of departurepoints) and one attraction (sightseeing) were singled out as being the attributes which contributed significantly to satisfaction with the trip and to intention to book another tour. These three variables were not rated as most important in the travelers' tour selection processes.

A Framework for Understanding Golfing Visitors to a Destination

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Visitors' satisfaction, perceptions and gap analysis: The case of Dadia–Lefkimi–Souflion National Park

“…The satisfaction felt by visitors regarding their experiences from a tourist destination involves all the activities that they have taken part in during their stay and the sense with which they perceive the level of prices and services offered (Whipple and Thach, 1988;Murphy and Pritchard, 1997;Augustyn and Ho, 1998;Tribe and Snaith, 1998;Hsu, 2003).…”

Tourist Satisfaction, Environmental Concerns and Tourism in and Beyond Dal Lake, Kashmir

“…The evaluations of both attractions and levels of service quality (supply side) are regarded as crucial in determining overall tourist satisfaction (demand side) [5]. The aims of the present study included:…”