Research Article
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Year 2019, Volume: 4 Issue: 1, 1 - 14, 31.07.2019
https://doi.org/10.31822/jomat.535199

Abstract

References

  • Bayraktaroğlu, G., & Özgen, Ö. (2008). Integrating the Kano model, AHP and planning matrix: QFD application in library services. Library Management, 29(4/5), 327-351.
  • Cengiz, B. (2012). Residents' Perceptions of and Attitudes Toward Sustainable Tourism Planning and Management in Amasra (Turkey). In Landscape Planning. IntechOpen. http://www.intechopen.com. (Access date: 06.06.2016).
  • Cultural Heritage, Handicrafts and Tourism Organization of Ardabil Province, (2016). http://ardabilchto.ir/0/FA/. (Access date: 06.06.2016).
  • Gao H.S., & Xue Q.H. (2016). Research on the development of Hangzhou Mejia dock tea health tourism product system, Journal of Yunnan Agricultural University (SOCIAL SCIENCE), 10(06), 73-77.
  • Gee, C.Y. (1999). International tourism: a global perspective. Madrid, Spain: World Tourism Organization.
  • Haque, A., & Khan, A. H. (2013, February). Factors influencing of tourist loyalty: A study on tourist destinations in Malaysia. In Conference: proceedings of 3rd Asia-Pacific business research conference, Kuala Lumpur, Malaysia, 19(1), 25-26.
  • Karakuş, Y., & Çoban, S. (2018). Evaluation of Stakeholders’ Expectations Towards Congress Tourism by Kano Model: Case of Nevşehir. Anais Brasileiros de Estudos Turísticos-ABET, 8(2), 8-20.
  • Lee, C.C., & Chang, C.P. (2008). Tourism development and economic growth: a closer look at panels. Tourism Management, 29(1), 180–192.
  • Lin, F. H., Tsai, S. B., Lee, Y. C., Hsiao, C. F., Zhou, J., Wang, J., & Shang, Z. (2017). Empirical research on Kano’s model and customer satisfaction. PloS one, 12(9).
  • Mendes, J.D.C. Valle, P.O.D. Guerreiro, M.M., & Silva, J.A. (2010). The tourist experience: Exploring the relationship between tourist satisfaction and destination loyalty. Turizam: međunarodni znanstveno-stručni časopis, 58(2), 111-126.
  • Mikulić, J., & Prebežac, D. (2011). A critical review of techniques for classifying quality attributes in the Kano model. Managing Service Quality: An International Journal, 21(1), 46-66.
  • Mikulić, J., & Prebežac, D. (2016). The Kano model in tourism research: a critical note. Annals of Tourism Research, 61, 25-27.
  • Nasiri, E., & Amozadmahdiragi, H. (2014). Investigation of Satisfaction of Citizens on Municipal Service Performance Using the Kano Model Case study; Gorgan Municipality.Geography and Urban Planning – Regional. 13(1).97-106.
  • Numanoğlu, E., & Güçer, E. (2018). Yerel Halk Açısından Yavaş Şehir Akımı Algısı: Perşembe Örneği. Journal of Multidisciplinary Academic Tourism, 3(2), 11-22.
  • Okello, M. M., & Yerian, S. (2009). Tourist satisfaction in relation to attractions and implications for conservation in the protected areas of the Northern Circuit, Tanzania. Journal of Sustainable Tourism, 17(5), 605-625.
  • Oliver Richard, L. (1997). Satisfaction: A behavioral perspective on the consumer. New York ˈ NY: Irwin-McGraw-Hill.
  • Ponnam, A., Sahoo, D., & Balaji, M. (2011). Satisfaction-based segmentation: Application of Kano model in Indian fast food industry. Journal of Targeting, Measurement and Analysis for Marketing, 19(3-4), 195-205.
  • Sánchez-Rebull, M. V., Rudchenko, V., & Martín, J. C. (2018). The antecedents and consequences of customer satisfaction in tourism: a systematic literature review. Tourism and hospitality management, 24(1), 151-183.
  • Truong, T. H., & Foster, D. (2006). Using HOLSAT to evaluate tourist satisfaction at destinations: The case of Australian holidaymakers in Vietnam. Tourism management, 27(5), 842-855.
  • Tsai, L.F., Liu, Y.M., Wang, P.W., Shih, M.L., Xie, X,M., & Shaw, J.C.H. (2011). Application of Kano Model to Discuss Tourist Demands on Service Quality in Recreational Travel, IJCSNS International Journal of Computer Science and Network Security. 11(3), 249-250.
  • Vassiliadis, C. A. (2008). Destination product characteristics as useful predictors for repeat visiting and recommendation segmentation variables in tourism: a CHAID exhaustive analysis. International Journal of Tourism Research, 10(5), 439-452.
  • WTO. (2007). A practical guide to tourism destination management. https://www.scottsdaledmc.com/. (Access date: 06.06.2016).
  • WTTC:World Travel & Tourism Council (2013). wttc.org. (Access date: 06.06.2016).
  • Wu,Y. (2017). Model Research on the Factors Affecting Tourist Satisfaction of Wellness Tourism Products Based on IPA Model, Revista de la Facultad de Ingeniería U.C.V., 32(15), 617-624.
  • Zangi Abadi, A., Mohammadi, J., & Zinkabash, D. (2006). Internal Market Analysis of Isfahan City. Journal of Geography and Development, 4( 8), 156-131.
  • Zeinali, B., Jafarpour, M., Hessam, A., Shojaeivand, B., & Zolghadr, H. (2014). Tourists' Satisfaction with and Loyalty to Shopping Experience: A Socio-Demograhic Analysis,International Journal of Academic Research in Business and Social Sciences, 4( 6),67-84.
  • Zobnina, M., & Rozhkov, A. (2018). "Listening to the voice of the customer in the hospitality industry: Kano model application", Worldwide Hospitality and Tourism Themes, 10(4), 436-448.

Investigation on the relationship Of service Quality on Tourist Satisfaction and Loyalty: Case Study of Ardabil County

Year 2019, Volume: 4 Issue: 1, 1 - 14, 31.07.2019
https://doi.org/10.31822/jomat.535199

Abstract

The objective of this study is to investigate tourist᾿ satisfaction of the Ardabil County tourism  Service Quality using KANO model. In this case, Ardabil County was chosen as a distination (Ardabil County covers an area 3810 km2 in the north west of  Iran). In order to assessment of tourist satisfaction of the Ardabil County tourism  Service Quality, using KANO model,Guestionnaire as survey instrument, was used. The validity and reliability of the survey was based on content validity, and Cronbach᾿s Alpha value in SPSS Version 20. In total, 384 by sampling method were  distributed among tourists in the summer. Evaluation of tourist᾿ satisfaction in KANO model also indicated the tourists from One Dimensional with satisfaction coefficient (0.731) are the most satisfaction. Also the least amount of tourists' satisfaction fom Ardabil County tourism  Services Quality is related to Basic needs with satisfaction coefficient (0.337). Moreover, the results signified the Ardabil County tourism Service Quality affect positively and significantly touriists᾿satisfaction. Furthermore, this study is presented the change in strategies investors, attendants and markers to planning for increasing the  tourists satisfaction in the Ardabil County.

References

  • Bayraktaroğlu, G., & Özgen, Ö. (2008). Integrating the Kano model, AHP and planning matrix: QFD application in library services. Library Management, 29(4/5), 327-351.
  • Cengiz, B. (2012). Residents' Perceptions of and Attitudes Toward Sustainable Tourism Planning and Management in Amasra (Turkey). In Landscape Planning. IntechOpen. http://www.intechopen.com. (Access date: 06.06.2016).
  • Cultural Heritage, Handicrafts and Tourism Organization of Ardabil Province, (2016). http://ardabilchto.ir/0/FA/. (Access date: 06.06.2016).
  • Gao H.S., & Xue Q.H. (2016). Research on the development of Hangzhou Mejia dock tea health tourism product system, Journal of Yunnan Agricultural University (SOCIAL SCIENCE), 10(06), 73-77.
  • Gee, C.Y. (1999). International tourism: a global perspective. Madrid, Spain: World Tourism Organization.
  • Haque, A., & Khan, A. H. (2013, February). Factors influencing of tourist loyalty: A study on tourist destinations in Malaysia. In Conference: proceedings of 3rd Asia-Pacific business research conference, Kuala Lumpur, Malaysia, 19(1), 25-26.
  • Karakuş, Y., & Çoban, S. (2018). Evaluation of Stakeholders’ Expectations Towards Congress Tourism by Kano Model: Case of Nevşehir. Anais Brasileiros de Estudos Turísticos-ABET, 8(2), 8-20.
  • Lee, C.C., & Chang, C.P. (2008). Tourism development and economic growth: a closer look at panels. Tourism Management, 29(1), 180–192.
  • Lin, F. H., Tsai, S. B., Lee, Y. C., Hsiao, C. F., Zhou, J., Wang, J., & Shang, Z. (2017). Empirical research on Kano’s model and customer satisfaction. PloS one, 12(9).
  • Mendes, J.D.C. Valle, P.O.D. Guerreiro, M.M., & Silva, J.A. (2010). The tourist experience: Exploring the relationship between tourist satisfaction and destination loyalty. Turizam: međunarodni znanstveno-stručni časopis, 58(2), 111-126.
  • Mikulić, J., & Prebežac, D. (2011). A critical review of techniques for classifying quality attributes in the Kano model. Managing Service Quality: An International Journal, 21(1), 46-66.
  • Mikulić, J., & Prebežac, D. (2016). The Kano model in tourism research: a critical note. Annals of Tourism Research, 61, 25-27.
  • Nasiri, E., & Amozadmahdiragi, H. (2014). Investigation of Satisfaction of Citizens on Municipal Service Performance Using the Kano Model Case study; Gorgan Municipality.Geography and Urban Planning – Regional. 13(1).97-106.
  • Numanoğlu, E., & Güçer, E. (2018). Yerel Halk Açısından Yavaş Şehir Akımı Algısı: Perşembe Örneği. Journal of Multidisciplinary Academic Tourism, 3(2), 11-22.
  • Okello, M. M., & Yerian, S. (2009). Tourist satisfaction in relation to attractions and implications for conservation in the protected areas of the Northern Circuit, Tanzania. Journal of Sustainable Tourism, 17(5), 605-625.
  • Oliver Richard, L. (1997). Satisfaction: A behavioral perspective on the consumer. New York ˈ NY: Irwin-McGraw-Hill.
  • Ponnam, A., Sahoo, D., & Balaji, M. (2011). Satisfaction-based segmentation: Application of Kano model in Indian fast food industry. Journal of Targeting, Measurement and Analysis for Marketing, 19(3-4), 195-205.
  • Sánchez-Rebull, M. V., Rudchenko, V., & Martín, J. C. (2018). The antecedents and consequences of customer satisfaction in tourism: a systematic literature review. Tourism and hospitality management, 24(1), 151-183.
  • Truong, T. H., & Foster, D. (2006). Using HOLSAT to evaluate tourist satisfaction at destinations: The case of Australian holidaymakers in Vietnam. Tourism management, 27(5), 842-855.
  • Tsai, L.F., Liu, Y.M., Wang, P.W., Shih, M.L., Xie, X,M., & Shaw, J.C.H. (2011). Application of Kano Model to Discuss Tourist Demands on Service Quality in Recreational Travel, IJCSNS International Journal of Computer Science and Network Security. 11(3), 249-250.
  • Vassiliadis, C. A. (2008). Destination product characteristics as useful predictors for repeat visiting and recommendation segmentation variables in tourism: a CHAID exhaustive analysis. International Journal of Tourism Research, 10(5), 439-452.
  • WTO. (2007). A practical guide to tourism destination management. https://www.scottsdaledmc.com/. (Access date: 06.06.2016).
  • WTTC:World Travel & Tourism Council (2013). wttc.org. (Access date: 06.06.2016).
  • Wu,Y. (2017). Model Research on the Factors Affecting Tourist Satisfaction of Wellness Tourism Products Based on IPA Model, Revista de la Facultad de Ingeniería U.C.V., 32(15), 617-624.
  • Zangi Abadi, A., Mohammadi, J., & Zinkabash, D. (2006). Internal Market Analysis of Isfahan City. Journal of Geography and Development, 4( 8), 156-131.
  • Zeinali, B., Jafarpour, M., Hessam, A., Shojaeivand, B., & Zolghadr, H. (2014). Tourists' Satisfaction with and Loyalty to Shopping Experience: A Socio-Demograhic Analysis,International Journal of Academic Research in Business and Social Sciences, 4( 6),67-84.
  • Zobnina, M., & Rozhkov, A. (2018). "Listening to the voice of the customer in the hospitality industry: Kano model application", Worldwide Hospitality and Tourism Themes, 10(4), 436-448.
There are 27 citations in total.

Details

Primary Language English
Subjects Tourism (Other)
Journal Section Research Papers
Authors

Robab Naghizadeh

Publication Date July 31, 2019
Published in Issue Year 2019 Volume: 4 Issue: 1

Cite

APA Naghizadeh, R. (2019). Investigation on the relationship Of service Quality on Tourist Satisfaction and Loyalty: Case Study of Ardabil County. Journal of Multidisciplinary Academic Tourism, 4(1), 1-14. https://doi.org/10.31822/jomat.535199



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