A study of visitor satisfaction in tourism enterprises
- Authors: Ali, Shameen
- Date: 2012
- Type: Text , Thesis , DBA
- Full Text:
- Description: 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.
- Description: Doctor of Business Adminstration
- Authors: Ali, Shameen
- Date: 2012
- Type: Text , Thesis , DBA
- Full Text:
- Description: 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.
- Description: Doctor of Business Adminstration
Harambe : Strategic alliance formation and performance evaluation in the tourism sector of travel
- Authors: Pansiri, Jaloni
- Date: 2006
- Type: Text , Thesis , PhD
- Full Text:
- Description: "This thesis investigates the influence of company and executive characteristics on strategic alliance formation (decision to form alliances, alliance type selection and choice of alliance partners) and performance evaluation of alliances, in the Australian tourism industry sector of travel. The significance of forming strategic alliances as a way of achieving 'harambe' is emphasised throughout this thesis. 'Harambe' is a ki-Swahili term meaning "to pull together, or to work together or to pull the same rope together at the same time" in harmony. The idea here is that companies pool their resources together through strategic alliances to be able to achieve their strategic goals and objectives. The research focuses on three travel sub-sectors - travel agencies, tour operators and wholesalers and how these sub-sectors relate with those of transport and accommodation." -
- Description: Doctor of Philosophy
- Authors: Pansiri, Jaloni
- Date: 2006
- Type: Text , Thesis , PhD
- Full Text:
- Description: "This thesis investigates the influence of company and executive characteristics on strategic alliance formation (decision to form alliances, alliance type selection and choice of alliance partners) and performance evaluation of alliances, in the Australian tourism industry sector of travel. The significance of forming strategic alliances as a way of achieving 'harambe' is emphasised throughout this thesis. 'Harambe' is a ki-Swahili term meaning "to pull together, or to work together or to pull the same rope together at the same time" in harmony. The idea here is that companies pool their resources together through strategic alliances to be able to achieve their strategic goals and objectives. The research focuses on three travel sub-sectors - travel agencies, tour operators and wholesalers and how these sub-sectors relate with those of transport and accommodation." -
- Description: Doctor of Philosophy
Wine and regional tourism : Cluster complementarity and regional development
- Authors: McRae-Williams, Pamela
- Date: 2005
- Type: Text , Thesis , PhD
- Full Text:
- Description: This thesis investigates the impact of clustering on the development and operation of wine and tourism industries in Victoria, Australia. Specifically, the research analyses the structure and competitive strength of industry players, and highlights the importance of geographic co-location on their behaviour. In essence, this study examines micro-clusters in these regional industries to identify overlap and complementarity between them. The research focuses on three case studies based around geographic locations in Central and Western Victoria - Ballarat, Northern Grampians and Bendigo regions. "The primary aim of the study is to gain an understanding of the scope of wine and tourism micro-clusters and how they interact. [...] Generally speaking, this study develops and applies a framework that demonstrates the relevance of cluster theory as a regional development tool for scenarios that fucus on co-located clusters at a micro level, as opposed to the majority of research reported that focuses on the macro level."
- Description: Doctor of Philosophy
- Authors: McRae-Williams, Pamela
- Date: 2005
- Type: Text , Thesis , PhD
- Full Text:
- Description: This thesis investigates the impact of clustering on the development and operation of wine and tourism industries in Victoria, Australia. Specifically, the research analyses the structure and competitive strength of industry players, and highlights the importance of geographic co-location on their behaviour. In essence, this study examines micro-clusters in these regional industries to identify overlap and complementarity between them. The research focuses on three case studies based around geographic locations in Central and Western Victoria - Ballarat, Northern Grampians and Bendigo regions. "The primary aim of the study is to gain an understanding of the scope of wine and tourism micro-clusters and how they interact. [...] Generally speaking, this study develops and applies a framework that demonstrates the relevance of cluster theory as a regional development tool for scenarios that fucus on co-located clusters at a micro level, as opposed to the majority of research reported that focuses on the macro level."
- Description: Doctor of Philosophy
.comUnity : A study on the adoption and diffusion of internet technologies in a regional tourism network
- Authors: Braun, Patrice
- Date: 2003
- Type: Text , Thesis , PhD
- Full Text:
- Description: This thesis describes the initiation and evolution of an action research project, which investigates the adoption and diffusion of Internet technologies in a regional Australian tourism network. The research evolved out of a portal development consultancy. The aim of the study was two-fold: to investigate the nature of the change process when a collaborative network seeks to adopt e-commerce; and to determine how the change process differed in the face of incremental change (adding some e-commerce solutions to the network), or radical change (changing the overall business model). The purpose of the study was to gain a better understanding of the economic, strategic and social potential of regional business networks in the current techno-economic climate. The study builds on Rogers' (1995) seminal work on the diffusion of innovations and makes a unique contribution to existing diffusion studies by its focus on the nature of the network links as the unit of analysis; and by its application of an action-oriented methodology to untangle the effects of the embedded network structure on diffusion. The study suggests a strong relationship between diffusion and network positioning, both in terms of place (status and position in the network) and space (the geographic make-up of the network). Diffusion further hinged on network cohesion, actors' trust in and engagement with the network. Adoption of e-commerce was obstructed by actors’ worldview; lack of time, reflexive learning, and commitment to change. The incorporation in the study’s diffusion framework of contextual moderators such as network position, worldview, trust, time and commitment considerably extends Rogers’ traditional diffusion framework. Based on its emergent analysis framework, the study introduces a dynamic change model towards sustainable regional network development. It is suggested that both the diffusion framework and the regional innovation model developed in this study may, either jointly or separately, be applicable beyond the tourism and service sector.
- Description: Doctor of Philosophy
- Authors: Braun, Patrice
- Date: 2003
- Type: Text , Thesis , PhD
- Full Text:
- Description: This thesis describes the initiation and evolution of an action research project, which investigates the adoption and diffusion of Internet technologies in a regional Australian tourism network. The research evolved out of a portal development consultancy. The aim of the study was two-fold: to investigate the nature of the change process when a collaborative network seeks to adopt e-commerce; and to determine how the change process differed in the face of incremental change (adding some e-commerce solutions to the network), or radical change (changing the overall business model). The purpose of the study was to gain a better understanding of the economic, strategic and social potential of regional business networks in the current techno-economic climate. The study builds on Rogers' (1995) seminal work on the diffusion of innovations and makes a unique contribution to existing diffusion studies by its focus on the nature of the network links as the unit of analysis; and by its application of an action-oriented methodology to untangle the effects of the embedded network structure on diffusion. The study suggests a strong relationship between diffusion and network positioning, both in terms of place (status and position in the network) and space (the geographic make-up of the network). Diffusion further hinged on network cohesion, actors' trust in and engagement with the network. Adoption of e-commerce was obstructed by actors’ worldview; lack of time, reflexive learning, and commitment to change. The incorporation in the study’s diffusion framework of contextual moderators such as network position, worldview, trust, time and commitment considerably extends Rogers’ traditional diffusion framework. Based on its emergent analysis framework, the study introduces a dynamic change model towards sustainable regional network development. It is suggested that both the diffusion framework and the regional innovation model developed in this study may, either jointly or separately, be applicable beyond the tourism and service sector.
- Description: Doctor of Philosophy
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