Examining the Structural Relationship of Destination Image, Tourist Experience and Tourist Loyalty: An Integrated Approach
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Published:
Apr 9, 2020
Keywords:
Destination Image, Tourist Expectation, perceived Quality, Perceived Value, Tourist Experience, Tourist Complaints, Tourist Loyalty, Bangkok, Thailand
Main Article Content
Abstract
This study proposed a more integrated approach by examining the theoretical and empirical evidence on the causal relationships among destination image, tourist expectation, perceived quality, perceived value, tourist experience, tourist complaint and tourist loyalty. The conceptual model is developed on the basis of literature review and exploratory study in the fields of tourism destination management. The empirical data were collected in Bangkok. A total of 392 questionnaires were returned and the data were analyzed using structural equation model. The theoretical and managerial implications were drawn based on the study. Findings and recommendations are also provided. The result of this study provides better understanding of the factors influencing tourist experiences and tourist loyalty which benefit for policy makers in maintaining and developing the destination competitiveness.
Article Details
How to Cite
Prougestaporn , A. ., & Batra, A. . (2020). Examining the Structural Relationship of Destination Image, Tourist Experience and Tourist Loyalty: An Integrated Approach. Dusit Thani College Journal, 12(3), 35–54. Retrieved from https://so01.tci-thaijo.org/index.php/journaldtc/article/view/240931
Section
Research Article
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References
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28. Pearce, P. L., & Kang, M. (2009). The effects of prior and recent experience on continuing interest in tourist settings. Annals of Tourism Research, 36, 172-190.
29. Pileliene, L., & GrigaliUnaite, V. (2014a). Lithuanian tourist satisfaction index model. European Journal of Tourism, Hospitality and Recreation, 5(1), 35-51.
30. Pine II, J.B. & Gilmore, H.H. (1998). Welcome to the experience economy. Harvard Business Review, July-August, 97-103
31. Song, H., Li, G., van der Veen, R., & Chen, J. L. (2010). Assessing mainland Chinese tourists’ satisfaction with Hong Kong using the Tourist Satisfaction Index. International Journal of Tourism Research, 13(1), 82–96.
32. Wang, X., Zhang, J., Gu, C., and Zhen, F. (2009). Examining antecedents and consequences of tourist satisfaction: A structural modeling approach. Tsinghua Science and Technology, 14 (3), 397-406.
33. Williams, R., Visser, R. (2002). Customer satisfaction: it is dead but it will not lie down. Managing Service Quality: An International Journal, 12(3), 194-200.
34. Yoon, Y., & Uysal, M. (2005). An examination of the effects of motivation and satisfaction on destination loyalty: A structural model. Tourism Management, 26(1), 45-56
35. Yuksel, A. (2001). Managing customer satisfaction and retention: a case of tourist destinations, Turkey. Journal of Vacation Marketing, 7(2), 153-168.
36. Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2009). Services Marketing: Integrating Customer Focus across the Firm (5th Ed.). Singapore: McGraw-Hill and Irwin.
37. Zeitham V. A. (1988). Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence. Journal of Marketing, 52 (July), 2-22.
2. Aliman, N. K., Hashim, S. M., Wahid, S. D. M. and Harudin, S. (2016). Tourists’ satisfaction with a destination: An investigation on visitors to Langkawi Island. International Journal of Marketing Studies, 8(3), 173-188.
3. Alegre, J., & Garau, J. (2009). Tourist Satisfaction Indices: A critical approach. Investigaciones Regionales, 14, 5-26.
4. Barbara, Puh (2014). Destination image and tourism satisfaction: The case of Mediterranean destination. Mediterranean Journal of Social Sciences, 13(5), 538-544
5. Bigné J.E., Sánchez M.I., Sanz, S. (2005). Relationships among residents’ image, evaluation of the stay and post-purchase behavior. Journal of Vacation Marketing, 11(4), 291-299.
6. Binkhorst E. (2005) The co-creation tourism experience. Retrieved from http://www.esade.edu/cedit2006/pdfs2006/papers/esther_binkhorst_paper_esade_may_06.pdf
7. Dickman, S. (1996). Tourism: An introductory text (2nd Ed.). Sydney: Hodder Education.
8. Eklöf, J. A. (2000). European Customer Satisfaction Index Pan-European Telecommunication Sector Report Based on the Pilot Studies 1999. Stockholm, Sweden, European Organization for Quality and European Foundation for Quality Management.
9. Echtner, C. M. and Ritchie, J. R. B. (2003). The Meaning and Measurement of Destination Image. Tourism Management 14(1), 37-46.
10. Fornell C. (1992). A National Customer Satisfaction Barometer: The Swedish Experience. Journal of Marketing, 56(1), 6-21.
11. Fornell, C., Johnson, M.D., Anderson, E.W., Cha, J., & Bryant, B.E. (1996). The American customer satisfaction index: nature, purpose and finding. Journal of Marketing, 60, 7-18.
12. Hair J., J. F., Hult, G. T. M., Ringle, C., & Sarstedt, M. (2014). A primer on partial least squares structural equation modeling (PLS-SEM). Sage Publications.
13. Hong, S.K., Lee, S.W., Lee, S., & Jang, H. (2009). Selecting revisited destinations. Annals of Tourism Research, 36(2), 268-294.
14. Jackson, M., White, G., & Schmierer, C. (1996). Tourism experiences within an attributional framework. Annals of Tourism Research, 23, 798 - 810.
15. Jago, L. K. & Shaw, R. N. (1998). Special events: A conceptual and definitional framework. Festival Management and Event Tourism, 5(1–1), 21–32.
16. Jiang, Y., & Wang, C.L. (2006). The impact of affect on service quality and satisfaction: the moderation of service contexts. Journal of Services Marketing, 20(4), 211–218.
17. Jung, D.-S. (2015). A discovery of the positive travel experience in pre-trip, on-site and post-trip stage. 2015 TTRA Annual International Conference, Portland, the US, June 15-17.
18. Knutson, B.J., Beck, J.A., Kim, S.H. & Cha J. (2009). Identifying the dimensions of the guest’s hotel experience. Cornell Hospitality Quarterly, 50(1), 44-55.
19. Kotler, P., & Keller, K. (2009). Marketing management (13th Ed.). Pearson Prentice Hall.
20. Kozak, M. (2001). Repeaters’ behavior at two distinct destinations. Annals of Tourism Research, 28 (3), 784-807.
21. Kozak, M., & Decrop, A. (2009). Handbook of Tourist Behavior: Theory and Practice.
New York: Routledge.
22. Lather, A. S., Singh, R., & Singh, K. A. (2012). Comparing the levels of expectation and satisfaction of Indian and foreign adventure tourists visiting India. Journal of Agricultural and Applied Economics, 6, 5-14
23. Lee, C. K., Yoon, Y. S., & Lee, S. K. (2007). Investigating the relationships among perceived value, satisfaction, and recommendations: The case of the Korean DMZ. Tourism Management, 28, 204–214.
24. Lee, S., Jeon, S., & Kim, D. (2011). The impact of tour quality and tourist satisfaction on tourist loyalty: The case of Chinese tourists in Korea. Tourism Management, 32(5), 1115-1124.
25. Oppermann, M. (2000). Tourism destination loyalty. Journal of Travel Research, 39, 78-84.
26. Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(3), 41-50.
27. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1994), Reassessment of expectations as a comparison standard in measuring service quality: implications for future research, Journal of Marketing, 58, 111-124.
28. Pearce, P. L., & Kang, M. (2009). The effects of prior and recent experience on continuing interest in tourist settings. Annals of Tourism Research, 36, 172-190.
29. Pileliene, L., & GrigaliUnaite, V. (2014a). Lithuanian tourist satisfaction index model. European Journal of Tourism, Hospitality and Recreation, 5(1), 35-51.
30. Pine II, J.B. & Gilmore, H.H. (1998). Welcome to the experience economy. Harvard Business Review, July-August, 97-103
31. Song, H., Li, G., van der Veen, R., & Chen, J. L. (2010). Assessing mainland Chinese tourists’ satisfaction with Hong Kong using the Tourist Satisfaction Index. International Journal of Tourism Research, 13(1), 82–96.
32. Wang, X., Zhang, J., Gu, C., and Zhen, F. (2009). Examining antecedents and consequences of tourist satisfaction: A structural modeling approach. Tsinghua Science and Technology, 14 (3), 397-406.
33. Williams, R., Visser, R. (2002). Customer satisfaction: it is dead but it will not lie down. Managing Service Quality: An International Journal, 12(3), 194-200.
34. Yoon, Y., & Uysal, M. (2005). An examination of the effects of motivation and satisfaction on destination loyalty: A structural model. Tourism Management, 26(1), 45-56
35. Yuksel, A. (2001). Managing customer satisfaction and retention: a case of tourist destinations, Turkey. Journal of Vacation Marketing, 7(2), 153-168.
36. Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2009). Services Marketing: Integrating Customer Focus across the Firm (5th Ed.). Singapore: McGraw-Hill and Irwin.
37. Zeitham V. A. (1988). Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence. Journal of Marketing, 52 (July), 2-22.