The Hong Kong tourist satisfaction index

Abstract

This study develops a tourist satisfaction assessment system based on a dual-model framework and demonstrates its general applicability. The first model concerns tourist satisfaction and its key antecedents and consequences. Structural equation modelling is employed to investigate the relationships amongst the constructs in the theoretical framework, and is then used as a basis for the computation of sectoral-level tourist satisfaction indexes. The second model is designed to estimate an aggregate service satisfaction index and an overall destination satisfaction index using a multiple indicator and multiple cause approach. The framework is applied to a large dataset that represents six tourism-related sectors and seven major source markets of inbound tourism to Hong Kong.

Comparing Mainland Chinese Tourists' Satisfaction With Hong Kong and the UK Using Tourist Satisfaction Index

“…It is noted that the tourist characteristics construct does not show significant influence on expectation, perceived performance or tourist satisfaction, and is therefore removed from the final sectoral TSI model. Similar results are reached in the subsequent main study (Song et al, 2012), which covers all major source markets and six key tourism sectors including attractions, hotels, immigration services, restaurants, retail shops and transportation. Based on the above Hong Kong TSI framework and the research instrument developed, the current study aims to further verify the theoretical model in a new and comparative setting.…”

“…This study adopts the general TSI framework developed by Song et al (2011Song et al ( , 2012. Different from previous research design, this study applies the theoretical model of TSI in Figure 1 to the overall destination satisfaction assessment instead of the evaluation for each of the key tourism-related sectors.…”

“…In the current study the sectoral level tourist satisfaction is also examined in order to establish the relationship with the overall satisfaction, but the antecedents and consequences of the sectoral level satisfaction are beyond the scope of this comparative study and are hence excluded from the survey. The research instrument is developed based on the studies of Song et al (2011Song et al ( , 2012. The survey consists of four parts: overall destination satisfaction assessment of the UK, overall destination satisfaction assessment of Hong Kong, sectoral level satisfaction assessment of both the UK and Hong Kong, and demographics.…”

“…However, no attempt had been made in comprehensively and continuously assessing CS in the tourism context until the development of the Hong Kong TSI (Song et al, , 2012. The Hong Kong TSI framework is based on the previously developed CSIs especially the Hong Kong CSI model (Chan et al, 2003), but has its own unique features.…”

“…The contrasts between the two selected destinations allow an in-depth analysis leading to an enhanced understanding of Chinese tourists' behavioural characteristics. This is an extension of the studies by Chen (2011) andChen (2012), who developed a Tourist Satisfaction Index (TSI) framework. This comparative study aims to achieve the following objectives: 1.…”