Tourist Satisfaction Index for Tourism Destination, Integrating Social Media Engagement into the European Customer Satisfaction Index: A Conceptual Paper

Khan, Md. Ashraful Azam; Hashim, Haslinda

doi:10.6007/ijarbss/v10-i9/7519

Cited by 7 publications

(3 citation statements)

References 21 publications

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“…Irrespective of ample literature that highlights the relevance of achieving customer satisfaction and organisational productivity to unlock sustainable profit growth (Anderson et al, 1997;Tanninen et al, 2010), the investigation into the relationship between both variables are minimal (Lee et al, 2017), as well as their resulting impact on overall performance. Studies by Shehzadi et al (2020) and Khan and Hashim (2020) evaluated customer satisfaction and firm performance in service firms (education and Tourism, respectively). Both studies revealed that Covid-19 triggered intensive social media content and information quality to sustain customer satisfaction, and customer satisfaction had positive impacts on performance through brand image and customer loyalty.…”

Section: Hypotheses Developmentmentioning

confidence: 99%

Supply disruption in the wake of COVID-19 crisis and organisational performance: mediated by organisational productivity and customer satisfaction

Udofia

Adejare

Olaore

et al. 2021

JHASS

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Purpose This study aims to test the impact of the coronavirus (Covid-19) pandemic on large firms, with regard to a supply disruption, productivity, customer satisfaction and firm performance. Design/methodology/approach A cross-sectional survey design and stratified sampling technique were implemented for employee selection and data gathering. Confirmatory factor analysis (CFA) was used to examine the data and model fitness, while the structural equation model was used for hypotheses testing. Findings The pandemic triggered supply disruptions, but did not significantly impact the productivity of manufacturing firms directly. However, supply disruption positively and significantly impacted productivity. Organisational productivity had no significant impact on customer satisfaction, however, when mediating the relationship between Covid-19 and customer satisfaction, it produces a positive indirect effect. Finally, Covid-19 and supply disruption when mediated by organisational productivity both had negative significant relationships on performance. Research limitations/implications Having a unique model, it creates a trail for future researchers to explore further. Though customer satisfaction was expected to be affected by the pandemic, it is interesting to find out that customer satisfaction when mediated by organisational productivity was positively influenced. Practical implications Disruptions are inevitable, managers must balance the pursuit of customer satisfaction and productivity so that one does not erode the other. Emphasis must be channelled towards managing the productivity of the firm to maintain customer satisfaction during these uncertain times. Deliberate steps like manufacturing flexibility investments should be initiated. Originality/value The first study to examine Covid-19, supply disruption, customer satisfaction, organisational productivity and performance in the Nigerian manufacturing sector.

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Section: Hypotheses Developmentmentioning

confidence: 99%

Supply disruption in the wake of COVID-19 crisis and organisational performance: mediated by organisational productivity and customer satisfaction

Udofia

Adejare

Olaore

et al. 2021

JHASS

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“…La primera contradicción sobre la desconexión de lo habitual y la necesidad de conexión al mundo online, podría generar los siguientes supuestos. a) El turista rural millennial necesita compartir con sus contactos y seguidores su experiencia de viaje, ya sea previa, durante y posterior; este argumento sobre el comportamiento de este tipo de turista es mencionado en varios estudios (Chatzigeorgiou, 2017;Joo, Seok, & Nam, 2020;Khan & Hashim, 2020). b) El turista rural millennial puede incrementar su autoestima y mejorar su ego al compartir su experiencia con otros (Dann, 1977), así como obtener un sentimiento de satisfacción y logro personal, por visitar un sitio de novedad (Uysal & Jurowski, 1994).…”

Section: Discussionunclassified

Mapa de empatía, grupo focal y método de persona para perfilar al turista rural millennial

2023

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El objetivo de la presente investigación es la de diseñar el perfil del turista rural millennial durante la etapa post COVID-19 con base en sus motivaciones, percepciones y experiencias. Esta investigación es cualitativa, descriptiva y no experimental. Para la recolección de datos se aplicó el mapa de empatía y el grupo focal. El muestreo empleado fue el de participantes voluntarios, se contó con la participación de 15 sujetos para el mapa de empatía y un grupo de 7 sujetos para el grupo focal. Finalmente, para diseñar el perfil del turista rural millennial se utilizó el método de persona. Los resultados permiten exponer que el turista rural millennial tiene una percepción sobre este tipo de turismo como aquella actividad facilitadora de estados emocionales vinculados a conceptos de tranquilidad, paz, felicidad, descanso y sobre todo la desconexión. Asimismo, resaltan dos contradicciones de este perfil: 1) la búsqueda de la desconexión de la urbanización y la necesidad de estar conectado a plataformas online; y 2) la necesidad de aislamiento social y la búsqueda de interacción con los lugareños del destino rural. En conclusión, este turista procura el contacto con dos elementos principales, la cultura y la naturaleza; manifiesta una expectativa principal, la desconexión; sin embargo, requiere una conectividad con su vida, el exterior y lo conocido por medio de las redes sociales; expresa una preocupación significativa sobre las políticas, apoyos públicos y privados para el desarrollo de los destinos rurales debido a que percibe una masificación descontrolada, contaminación e inseguridad.

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“…In a similar vein, many indices have been developed for specific specialized areas. For example, those for students (Álvarez Vaz et al, 2016; Alves and Raposo, 2007a, 2007b; Pardiyono and Puspita, 2020; Turkyilmaz et al, 2018), health care (Ariffin et al, 2022; Raposo et al, 2009), Transportation (Eboli and Mazzulla, 2009), tourists and tourism (Chen et al, 2016; Khan and Hashim, 2020; Pilelienė and Grigaliūnaitė, 2019; Saayman et al, 2018; Song et al, 2011, 2012), public transport (Zhang et al, 2019), volunteer (Ling et al, 2019), couples (Okhotnikov and Wood, 2020), internet banking (Keskar et al, 2020), assisted living (Holmes et al, 2021), government websites (Li, 2021), dental specialty centers (da Silva et al, 2022), and so on.…”

Section: Literature Reviewmentioning

confidence: 99%

How to measure service quality, customer satisfaction and loyalty of public library users: Application of library customer satisfaction index (LCSI) lite model

2022

Journal of Librarianship and Information Science

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This study develops a simplified Library Customer Satisfaction Index (LCSI Lite) for public libraries. Using data collected from questionnaires administered at four public libraries in South Korea, structural equation modeling was used to measure the scores. The suggested model was confirmed to have good acceptable fit, and that three dimensions of service quality (library personnel, library resources and user services, and facilities and equipment) influenced loyalty via customer satisfaction. After successful factor analysis and reliability testing, three items for library personnel, four for library resources and user services, two for facilities and equipment, two for customer satisfaction, and two for loyalty were analyzed. Means of each item in service quality were over 3.77, and those in satisfaction and loyalty were over 4.00. Direct and indirect effects of the dimensions of service quality were analyzed, with the effect of satisfaction on loyalty. LCSI Lite scores for the libraries as a whole (73.90 out of 100) and for each library were calculated using suggested formula. Finally, research and managerial implications, some recommendations and suggestions for further research, limitations, and conclusions were presented.

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Tourist Satisfaction Index for Tourism Destination, Integrating Social Media Engagement into the European Customer Satisfaction Index: A Conceptual Paper

Cited by 7 publications

References 21 publications

Supply disruption in the wake of COVID-19 crisis and organisational performance: mediated by organisational productivity and customer satisfaction

Supply disruption in the wake of COVID-19 crisis and organisational performance: mediated by organisational productivity and customer satisfaction

Mapa de empatía, grupo focal y método de persona para perfilar al turista rural millennial

How to measure service quality, customer satisfaction and loyalty of public library users: Application of library customer satisfaction index (LCSI) lite model

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