The role of travel experience in the structural relationships among tourists’ perceived image, satisfaction, and behavioral intentions

Abstract

The theoretical relationships among tourists’ perceived destination image, satisfaction, and future behavioral intentions are very important for the tourism industry and have been studied by many scholars. This paper examines how these relationships differ for tourists with different travel experiences by studying 514 Mainland Chinese outbound travelers to Macau. The conceptual model incorporates the exogenous formative concept of perceived image and the endogenous reflective concept of visitor satisfaction as well as the visitors’ behavioral intentions. This study not only verifies the conceptual schema in three assumed relationships but also confirms that the importance of perceived image for satisfaction is higher for first-time visitors than it is for returning visitors. The confirmative measure model reveals that the dimension of ‘leisure activities’ contributes the most to the overall destination image. Finally, suggestions for tourism development organizations are provided based on the findings of this study.

The Effect of Electronic Word of Mouth and Service Quality on Satisafaction: Destination Image as a Mediator

“…revealed that E-WOM is one of the factors influencing destination image. Liu, Li, & Kim (2017) mentioned that destination images can influence tourist behavioral intentions in two ways. According to perceived service quality, attractiveness, comfort, value for money, and exotic atmosphere are factors that affect the affective image of a country.…”

Hizmet Kalitesi, Kurumsal İmaj, Müşteri Memnuniyeti ve Davranışsal Niyet Arasındaki İlişkinin İncelenmesi: Kısmi En Küçük Kareler ile Yapısal Eşitlik Modeli (Investigation of the Relationship between Service Quality, Corporate Image, Customer Satisfaction and Behavioral Intention: Partial Least Squares Structural Equation Modeling)

“…Dolayısıyla müşteri memnuniyeti hizmet satın alımından önce başlayıp, satın alma sonrasına kadar devam etmektedir (Ciavolino ve Dahlgaard, 2007). Müşteri satın aldığı hizmet performansı beklentilerinin üzerinde gerçekleşmişse memnun olmaktadır (Liu, Li, ve Kim, 2017;Ryu ve Han, 2010). Eğer müşteri beklentileri karşılanırsa, müşterinin hem duyusal hem de bilişsel memnuniyet artacaktır.…”

Socio-demographic Tourist Profile and Destination Image in Online Environment

“…The attributes considered relevant for this study were selected according to the attractions and nature of destination, its positioning, and on the objectives of the assessment of perceived image in online environment, based on a wide range of variables collected from the literature [4], [5], [8], [9], [15], [16], [17]. These particularities of the destination will also determine whether specific or more general attributes are chosen.…”

“…The destination image contributes significantly to understand how people evaluate and act towards destinations, and consequently to develop the potential pull of a destination besides contributing to increase the satisfaction of the experience and desire to visit the destination in real. [3], [4], [5], [6].…”