Analysis of tourists’ satisfaction with a tourist destination: the case of Sarajevo
DOI:
https://doi.org/10.6092/issn.2036-5195/12158Parole chiave:
Tourism, Destination, Satisfaction, SarajevoAbstract
Sarajevo is becoming an increasingly popular tourist destination and is visited by a large number of tourists. Even though Sarajevo holds a large number of tourist visits, it is still a relatively unknown tourist destination. Not many authors have explored the tourist satisfaction with Sarajevo as a tourist destination. The satisfaction of tourists is a key to the success of each tourist destination. This paper analyzes tourist satisfaction with Sarajevo as a tourist destination. It observes how motives for travel, the general quality of tourist destination offer, expenses related to tourist stay, perceived value, as well as declaration of tourist satisfaction with tourist destination, influence the tourist satisfaction.
Riferimenti bibliografici
Adinegara, G.N.J., Suprapti, N.W.S., Yasa, N.N.K. & Sukaatmadja, I.P.G. (2017). Antecedents and Consequences of Tourist Satisfaction: A Literature Review. ASEAN Marketing Journal, 19(1), 40-53.
Agarwal, V.B. & Yochum, G.R. (1999). Tourist Spending and Race of Visitors. Journal of Travel Research, 38, 173-176.
Ali, J.A. & Ahliyya, Al. (2012). The Impact of Service Quality on Tourist Satisfaction in Jerash. Interdisciplinary Journal of Contemporary Research In Business, 3(12), 64-187.
Ali, J.A. & Howaidee, M. (2012). The Impact of Service Quality on Tourist Satisfaction in Jerash. Interdisciplinary Journal of Contemporary Research In Business, 3(12), 64-187.
Aliman, N.K., Hashim, S.M., Wahid, S.D.M. & Harudin, S. (2016). Tourists’ Satisfaction with a Destination: An Investigation on Visitors to Langkawi Island. International Journal of Marketing Studies, 8(3), 173-188.
Alireza, F., Ali, K. & Aram, F. (2011). How Quality, Value, Image, and Satisfaction Create Loyalty at an Iran Telecom. International Journal of Business and Management, 6(8), 271-279.
Amir, S., Osman, M.M., Bachok, S. & Ibrahim, M. (2015). Understanding domestic and international tourists’ expenditure pattern in Melaka, Malaysia: result of CHAID analysis. Procedia - Social and Behavioral Sciences, 172, 390-397.
Anwar, S. & Gulzar, A. (2011). Impact of Perceived Value on Word Of Mouth Endorsement and Customer Satisfaction: Mediating Role of Repurchase Intentions. International Journal of Economics and Management Sciences, 1(5), 46-54.
Ardahaey, F.T. (2011). Economic Impacts of Tourism Industry. International Journal of Business and Management, 6(8), 206-215.
Chen, C., & Chen, F. (2010). Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists. Tourism Management, 31, 29-35.
Chen, C. & Tsai, D.C. (2007). How Destination Image And Evaluative Factors Affect Behavioral Intentions? Tourism Management, 28, 1115–1122.
Cronin, J. & Brady, M.K. (2000). Assessing the effects of quality, value and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2), 193-218.
Čaušević, A. & Ahmić, A. (2020). Tourists’ satisfaction, recommendation and revisiting Sarajevo. Sarajevo Business and Economics Review, 38, 151-166.
Čaušević, A., Drešković, N., Mirić, R. & Banda, A. (2020). The Effect of Tourist Expenses on Travellers' Satisfaction and Loyalty. African Journal of Hospitality, Tourism and Leisure, 9(4), 582-596.
Čaušević, A., Mirić, R., Drešković, N. & Hrelja, E. (2019). Cognitive Image of a Tourism Destination: the Case of Sarajevo. African Journal of Hospitality, Tourism and Leisure, 8(2), 1-12.
Čaušević, A. Mirić, R., Drešković, N. & Hrelja, E. (2020). First-time and repeat visitors to Sarajevo. European Journal of Tourism, Hospitality and Recreation, 10(1), 14-27.
Dmitrovic, T., Cvelbar, L. K., Kolar, T., Brencic, M. M., Ograjeniaek, I., & Vesna (2009). Conceptualizing tourist satisfaction at the destination level. International Journal of Culture, Tourism and Hospitality Research, 3(2), 116-126.
Eklof, J., & Westlund, A. H. (2002). The European customer satisfaction index: Its background and the role of private concerns and public utilities. In G. Fabris & S. Rolanda (Eds.), La Customer Satisfaction Nel Settore Pubblico. Milano: Franco Angeli Publishers.
Ferreira, D. & Perks, S. (2020). Dimensional Framework of Tourism Indicators Influencing Destination Competitiveness. African Journal of Hospitality, Tourism and Leisure, 9(3), 1-21.
Fornell, C., Johnson, M. D., & Anderson, E. W. (1996). The American customer satisfaction index: Description, findings, and implications. Journal of Marketing, 60(4), 7-18.
Forozia, A., Zadeh, M & Gilani, M. (2013). Customer Satisfaction in Hospitality Industry: Middle East Tourists at 3star Hotels in Malaysia. Research Journal of Applied Sciences, Engineering and Technology, 5(17), 4329-4335.
Gallarza, M.G. & Saura, I.G. (2006). Value dimensions, perceived value, satisfaction and loyalty: an investigation of university students' travel behaviour. Tourism Management, 27(3), 437-452.
Gallarza, M.G., Saura, I.G. & Moreno, F.A. (2013). The Quality-Value-Satisfaction-Loyalty Chain: Relationships and Impacts. Tourism Review, 68(1), 3-20.
Golob, M., Sirotić, T. & Golob, M. (2014). Istraživanje kvalitete i razine zadovoljstva turista turističkom ponudom. Zbornik Veleučilišta u Rijeci, 2(1), 27-40.
Haghkhah, A., Mehdi, N., Alireza, E. & Abu, B. (2011). The Impact of Service Quality on Tourism Industry. 2nd International Conference on Business and Economics Research Proceeding, 1834 – 1843.
Hapenciuc, C. V. & Condratov, I. (2007). Theoretical Framework for Quality Evaluation of Tourism-Related Websites Services. Economy Informatics, 1(4), 52-58.
Heskett, J. L., Sasser, W. E. & Schlesinger, L. A. (1997). The service profit chain. How leading companies link profit and growth to loyalty, satisfaction, and value. The Free Press: New York.
Hoest, V. & Knie-Anderson, M. (2004). Modeling customer satisfaction in mortgage credit companies. International Journal of Bank Marketing, 22(1), 26-42.
Jensen, H. R. (1996). The interrelationship between customer and consumer value. Asia Pacific Advances in Consumer Research, 2, 60–63.
Kashyap, R. & Bojanic, D. (2000). A structural analysis of value, quality, and price perceptions of business and leisure travelers. Journal of Travel Research, 39, 45–51.
Kotler, P., Bowen, J. & Makens, J. (2003). Marketing for Hospitality and Tourism. 3rd Edition. Person Education, Upper Saddle River – New Jersey.
Kotler, P. & Keller, K.L. (2009). Manajemen Pemasaran, Ed 13, Jakarta – Erlangga.
Kozak, M., & Rimmington, M. (2000). Tourist satisfaction with Mallorca, Spain, as an off-season holiday destination. Journal of Travel Research, 38(3), 260-269.
Loon, R. & Rouwendal, J. (2017). Travel purpose and expenditure patterns in city tourism: evidence from the Amsterdam Metropolitan Area. J Cult Econ, 41, 109-127.
Murphy, P. E., Pritchard, M. P. & Smith, B. (2000). The destination product and its impact on traveller perceptions. Tourism Management, 21, 43–52.
McKelly, D.H., Rogerson, C.M. Huysteen, E., Maritz, J. & Ngidi, M. (2017). Spatial trends in tourism within South Africa: The expected and the surprising. South African Journal of Geomatics, 6(2), 219-231.
Monroe, K. B. (1992). Politica de precios. Para hacer mas rentables las decisions. McGraw-Hill Management: Madrid.
Nilson, T. H. (1992). Value-added marketing: marketing management for superior results. McGraw-Hill, Berkshire, UK.
Nicolaides, A. & Zigiriadis, E. (2011). Medical Tourism as an important niche of Tourism Development in South Africa. African Journal of Hospitality, Tourism and Leisure, 1(3), 1-12.
Ostrom, A. & Iacobucci, D. (1995). Consumer trade-offs and the evaluation of services. Journal of Marketing, 59, 17-28.
Pirija, D. (2003). Standardi u turističkom ugostiteljstvu, Šibenik: Visoka škola za turizam Šibenik.
Prayag, G., & Ryan, C. (2011). Antecedents of tourists’ loyalty to Mauritius: The role and influence of destination image, place attachment, personal involvement, and satisfaction. Journal of Travel Research, 51(3), 342-356.
Prebensen, N.K. (2004). Tourist Satisfaction with a Destination: Antecedents and Consequences. XIII Simposio Internacional de Turismo y Ocio, 1-45.
Quintal, V. A., & Polczynski, A. (2010). Factors influencing tourists’ revisit intentions. Asia Pacific. Journal of Marketing and Logistics, 22(4), 554-578.
Reisinger, Y., & Turner, L. W. (2003). Cross-cultural Behavior in Tourism: Concepts and Analysis. Oxford: Butterworth-Heinemann.
Sadeh, E., Asgari, F., Mousavi, L. & Sadeh, S. (2012). Factors Affecting Tourist Satisfaction and Its Consequences. Journal of Basic and Applied Scientific Research, 2(2), 1557-1560.
Saayman, A., Saayman, M. & Naude, W. (2000). The Impact of Tourist Spending in South Africa: Spatial Implications. SAJEMS NS, 3(3), 369-386.
Severt, D., Wong, Y., Chen, P., & Breiter, D. (2007). Examining the motivation, perceived performance and behavioral intentions of convention attendees: Evidence from a regional conference. Tourism Management, 28(2), 399-408.
Shahrivar, R.B. (2012). Factors That Influence Tourist Satisfaction. Journal of Travel and Tourism Research, JTTR-2012 Special Issue, 62-79.
Shavanddasht, M. & Allan, M. (2018). First-time versus repeat tourists: level of satisfaction, emotional involvement, and loyalty at hot spring. An International Journal of Tourism and Hospitality Research, 20(3), 1-14.
Smolčić Jurdana, D. & Soldić Frleta, D. (2016). Satisfaction as a determinant of tourist expenditure. Current Issues in Tourism, 20(7), 1-14.
Soldić Frleta, D. & Smolčić Jurdana, D. (2018). Promjene u obilježjima turističke potrošnje riječkih i opatijskih turista. Ekonomski pregled, 69(5), 512-532.
Tam, J. L. M. (2000). The effects of service quality, perceived value and customer satisfaction on behavioural intentions. Journal of Hospitality and Leisure Marketing, 6(4), 31-43.
Um, S., Chon, K., & Ro, Y. (2006). Antecedents of revisit intentions. Annals of tourism Research, 33(4), 1141-1158.
Vavra, T. G. (1997). Improving Your Measurement of Customer Satisfaction. ASQ, Milwaukee, WI: Quality Press.
Wang, Y. & Davidson, M. (2010). A review of micro-analyses of tourist expenditure. Current Issues in Tourism, 13(6), 1-32.
Wang, X., Zhang, J., Gu, C. & Zhen, F. (2009). Examining Antecedents and Consequences of Tourist Satisfaction: A Structural Modeling Approach. Tsinghua Science and Technology, 14(3), 397-406.
Woodruff, B. R. & Gardial, F. S. (1996). Know your customer: new approaches to understanding customer value and satisfaction. Blackwell Business: Malden.
Xia, W., Jie, Z., Chaolin, G., & Feng, Z. (2009). Examining antecedents and consequences of tourist satisfaction: A structural modelling approach. Tsinghua Science and Technology, 14(3), 397-406.
Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence. Journal of Marketing, 52(3), 2-22.
Downloads
Pubblicato
Come citare
Fascicolo
Sezione
Licenza
Copyright (c) 2023 Čaušević, Amra, Hrelja, Edin and Korjenić, Aida
Questo articolo è soggetto a licenza Creative Commons Attribution 3.0 Unported License.
