Original scientific paper

Determinants of tourist satisfaction and intention to return

Carl H. Marcussen ; Centre for Regional and Tourism Research, Nexø, Denmark

Abstract

This study shows that satisfaction tends to lead to intention to return. However, satisfaction is not the only factor determining intention to return. Other factors, such as nearness of the destination to the market, prior experience, sociodemographics, and additional trip characteristics, also play a role. Multiple regression analyses were used to show the factors that determine six different aspects of holiday outcome: satisfaction with three separate accommodation elements (price, service, and standard), overall satisfaction with the accommodation, overall satisfaction with the holiday, and intention to return. Before the series of six multiple regression analyses, factor analyses were performed to condense the many explanatory variables into fewer factors. An important contribution of this study is its analysis of the role of accommodation satisfaction overall, as well as the three separate accommodation elements, for overall satisfaction with the holiday and for intention to return. Satisfaction with the accommodation standard is the most important determinant of accommodation satisfaction, but also satisfaction with price, facilities and service offered play a role for acco-mmodation satisfaction. Overall satisfaction with the accommodation is the main driver for overall satisfaction with the holiday. Repeat visitors and domestic visitors tend to expect to return within three years.

Keywords

factor analysis; multiple regression analysis; tourist satisfaction; loyalty; intention to return; Denmark

Hrčak ID:

71017

URI

https://hrcak.srce.hr/71017

Publication date:

2.8.2011.

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