- Title
- A study of visitor satisfaction in tourism enterprises
- Creator
- Ali, Shameen
- Date
- 2012
- Type
- Text; Thesis; DBA
- Identifier
- http://researchonline.federation.edu.au/vital/access/HandleResolver/1959.17/57293
- Identifier
- vital:4707
- Abstract
- Satisfying customers is fundamental to the marketing concept and has long been recognised as important, firstly in the economic discipline and subsequently in marketing and in business generally. In a competitive marketplace customer satisfaction is closely linked to the ability of the organisation to deliver quality. Therefore, organisations rely on the feedback received from customers about how satisfied or dissatisfied they are with product and service provision and their perceptions of the value received. The study examines the various product and service attributes that contribute to visitor satisfaction and experience, and evaluates the role of price-value perceptions and behavioural intentions. This examination was undertaken by the study of three tourism enterprises operating in the heritage tourism area. These included Sovereign Hill, which is an historic goldfields township; Brambuk, which is an indigenous cultural centre located in the Grampians in Western Victoria; and Werribee Mansion, which depicts the life of a wealthy farming family in the early periods in Victoria. This study has provided insight into the understanding of visitor satisfaction in tourism enterprises by evaluating the relationship between overall satisfaction and dissatisfaction and how these influence revisit and recommending behaviour, as well as the influence of price-value perceptions on satisfaction, experience and enjoyment. The study shows that price-value dissatisfaction impacts negatively on the willingness of visitors to recommend a tourism venue to others and that price dissatisfaction tends to impact negatively on satisfaction. The results provide some insight into what contributes to tourist satisfaction, enjoyment and experience. The findings are expected to assist strategic and operational managers in their quest for continued quality enhancement and the provision and renewal of tourism products and services. It is expected that the findings will provide some guidance to managers, tourism operators, marketers and researchers alike in developing well informed data and analyses that are the key to strategic and competitive advantage.; Doctor of Business Adminstration
- Rights
- Open Access
- Rights
- This metadata is freely available under a CCO license
- Subject
- Customer satisfaction; Sovereign Hill; Brambuk; Werribee mansion; Tourism; Indigenous cultural centre; Visitors
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