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A comparison of the effectiveness of...

Panton, Diane Ruth.

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A comparison of the effectiveness of two models in measuring customer satisfaction in the tourism industry.

紀錄類型:	書目-電子資源 : Monograph/item
正題名/作者:	A comparison of the effectiveness of two models in measuring customer satisfaction in the tourism industry./
作者:	Panton, Diane Ruth.
面頁冊數:	118 p.
附註:	Source: Masters Abstracts International, Volume: 38-02, page: 0348.
Contained By:	Masters Abstracts International38-02.
標題:	Business Administration, Marketing. -
電子資源:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=MQ43196
ISBN:	0612431967

A comparison of the effectiveness of two models in measuring customer satisfaction in the tourism industry.
Panton, Diane Ruth.

A comparison of the effectiveness of two models in measuring customer satisfaction in the tourism industry. - 118 p.

Source: Masters Abstracts International, Volume: 38-02, page: 0348.

Thesis (M.Sc.)--University of Guelph (Canada), 1999.

This thesis is an investigation of the relative effectiveness of two models (the Performance Only and the Expectancy-Disconfirmation model) in determining the satisfaction of tourists attending the Winterlude Festival in Ottawa-Hull, Canada. The study was a replication of the work of Yuksel and Rimmington (1998). Each of 119 tourists completed a mailback survey inquiring about his/her satisfaction with five components of tourism (ambience, attractions, accommodations, food services and transportation). The results indicate that the Performance Only model is a more effective model for predicting tourists' overall satisfaction based on their intent to recommend or return to the Festival. In addition, the results showed that the ambience component of tourism had the greatest effect on overall satisfaction with the Festival. Plus, the elements which affect overall satisfaction with each of the components vary from component to component. Finally, the ambience component illustrated the greatest effect on tourists' stated behaviour intentions.

ISBN: 0612431967Subjects--Topical Terms:

1017573
Business Administration, Marketing.

A comparison of the effectiveness of two models in measuring customer satisfaction in the tourism industry.
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520 $a This thesis is an investigation of the relative effectiveness of two models (the Performance Only and the Expectancy-Disconfirmation model) in determining the satisfaction of tourists attending the Winterlude Festival in Ottawa-Hull, Canada. The study was a replication of the work of Yuksel and Rimmington (1998). Each of 119 tourists completed a mailback survey inquiring about his/her satisfaction with five components of tourism (ambience, attractions, accommodations, food services and transportation). The results indicate that the Performance Only model is a more effective model for predicting tourists' overall satisfaction based on their intent to recommend or return to the Festival. In addition, the results showed that the ambience component of tourism had the greatest effect on overall satisfaction with the Festival. Plus, the elements which affect overall satisfaction with each of the components vary from component to component. Finally, the ambience component illustrated the greatest effect on tourists' stated behaviour intentions.
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