The Evaluation of Satisfaction of Tourists' Accommodation and Catering Services, Tourism Destinations (Case Study: Tourist Complexes)
Subject Areas : Urban and Regional Planning Studiesmohammadali elahi chooran 1 , jamshid einali 2 , mehdi ramzanzadeh lesboe 3
1 - Geography - Faculty of Social Sciences - University of Zanjan
2 - Department of Geography and Rural Planning, University of Zanjan
3 - Mazandaran University Department of Management
Keywords: Tourism, Satisfaction of Tourists, axis of Noshahr-Ramsar,
Abstract :
Satisfaction of tourists is one of the most important competitive factors and the best indicator for ensuring growth and development of tourism destinations. According to the opinion of tourists, the satisfaction of tourists is an important criterion for assessing the quality and efficiency of the services provided for tourism purposes. The purpose of this study was to investigate the factors affecting the satisfaction of tourists from residential services and catering services provided to tourists in tourism complexes in west of Mazandaran province. The type of research is descriptive-analytic based on completing the questionnaire. Regarding the fact that the number of tourists visiting the seven complexes in the west of Mazandaran province was not clear, 214 samples were selected as samples and the questionnaire was distributed randomly among the visitors to the tourism complexes. One-sample t-test and Kruskal-Wallis test were used to analyze the data. The results of the study showed that the satisfaction rate of tourists from residential and catering services of the studied complexes is higher than the average. So, the degree of satisfaction with the desire to recursion with a mean of 3.63 and the general characteristics of the area with an average of 3.13 was higher than the average. In order to rank the tourism complexes in terms of tourist satisfaction, it was concluded that among the tourist complexes, in terms of the quality of services provided, the recreational tourism complex of salt water, with a mean of 133/36, was the first, and the recreation satisfaction.
Akbari, M. and Hashemzadeh, J. (2016). Factors Affecting the Satisfaction of Arab Tourists in Kelardasht, Heritage and Tourism, 1(2), 57-77.
Aktaş, A., Çevirgen, A., & Toker, B. (2010). Tourists' satisfaction and behavioral intentions on destination attributes: an empirical study in Alanya. Tourism Analysis, 15(2), 243-252.
Bagri, S. C., & Devkant, K. A. L. A. (2015). Tourists’ Satisfaction at Trijuginarayan, India: an Importance-performance Analysis. Advances in Hospitality and Tourism Research (AHTR), 3(2), 89-115.
Basharat, M. and Pajouhan Far, M. (2018). Investigating and analyzing the factors affecting the satisfaction of tourists from the area of Gonbad Qaboos building in Golestan province, Journal of Environmental Science and Technology, 5(19), 393-404.
Benesbordi, A., Moeinfard, M. R. and Mahmoudi, A. (2014). The relationship between tourists' constraints and their satisfaction in Tehran's ski resorts, Sport Management Review, 6(23), 147-162.
Chi, C. G. Q., & Qu, H. (2008). Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach. Tourism management, 29(4), 624-636.
Dmitrović, T., Knežević Cvelbar, L., Kolar, T., Makovec Brenčič, M., Ograjenšek, I., & Žabkar, V. (2009). Conceptualizing tourist satisfaction at the destination level. International Journal of Culture, Tourism and Hospitality Research, 3(2), 116-126.
Djeri, L., Stamenković, P., Blešić, I., Milićević, S., & Ivkov, M. (2018). An importance-performance analysis of destination competitiveness factors: case of Jablanica district in Serbia. Economic Research-Ekonomska Istraživanja, 31(1), 811-826.
Ebrahimpour, H., Seyed Naghavi, M. and Yaghoobi, N. (2010). Factors Affecting Satisfaction and Loyalty of Tourists in Ardebil Province (Case Study of Sarein Tourist Area), Tourism Management Studies, 5(14), 69-92.
Elahi Chooran, M. A. (2017). The Evaluation of satisfaction of tourists' accommodation and catering services in tourism complexes, Case Study: Nowshahr- Ramsar communication axis in West of Mazandaran Province, Master's thesis in geography and tourism planning, University of Zanjan, Iran.
Ghanbari, H., Mousavi, M., Kazemizad, S. and Ebrahimzadeh, I. (2013). Analysis of Factors Affecting of the Foreign Tourists Satisfaction of Tourism Attractions and Facility Services, Case Study: City of Qom, Urban and Regional Studies and Research, 5(18), 69-88.
Haghighinab, M., Yazdani, H. R. and Karimi, E. (2014). Investigating factors affecting the satisfaction of foreign tourists and their results and their satisfaction with tourism services in Isfahan, 6(4), 731-753.
Hassan, M. M., & Shahnewaz, M. (2014). Measuring tourist service satisfaction at destination: A case study of Cox’s Bazar sea beach, Bangladesh. American Journal of Tourism Management, 3(1), 32-43.
Iranian Center of Statistics. (2016). Population and housing census, Tehran, Iran.
Jafari Mehrabadi, M., Emami, F. and Sejodi, M. (2016). Investigating the Components of Social Capital Affecting the Satisfaction of Tourists (Case Study: Masoleh City), Tourism Planning and Development, 5(18), 73-96.
Jucan, C. N., & Jucan, M. S. (2013). Travel and tourism as a driver of economic recovery. Procedia Economics and Finance, 6, 81-88.
Karroobi, M., Ebrahimi, M. and Ghasempoor, F. (2016). Exploring the relationship between Customer satisfaction and customer loyalty in hotel industry Case study of 4 and 5 star hotels of Shiraz, 1(1), 97-112.
Khuong, M. N., & Luan, P. D. (2015). Factors Affecting Tourists' Satisfaction towards Nam Cat Tien National Park, Vietnam-A Mediation Analysis of Perceived Value. International Journal of Innovation, Management and Technology, 6(4), 238.
Kozak, M. (2003). Measuring comparative destination performance: A study in Spain and Turkey. Journal of Tourism and Travel Marketing, 13 (3), 83-110.
Kozak, M. & Rimmington, M. (2000). Tourist Satisfaction with Mallorca, Spain, as an Off-Season Holiday Destination. Journal of Travel Research, 38(3), 260-269.
Marcussen, C. H. (2011). Determinants of tourist satisfaction and intention to return. Turizam: međunarodni znanstveno-stručni časopis, 59(2), 203-221.
Motiee Langroudi, S. H., Ferdowsi, S. & Shah Mohammadi, H. R. (2017).Explain the effects of tourists’ Satisfaction in nautical tourism marketing (Case Study: Coastal areas of Golestan province), Regional Planning, 7(26), 41-54.
MPO. (2016). Statistical Yearbook of Zanjan Province, Management and Planning Organization of Mazandaran Province, Department of Statistics and Information.
Neal, J. D., & Gursoy, D. (2008). A multifaceted analysis of tourism satisfaction. Journal of Travel Research, 47(1), 53-62.
Cracoli, M. F. & Nijkamp, P. (2009). The attractiveness and competitiveness of tourist destinations: A study of Southern Italian regions. Tourism management, 30(3), 336-344.
Osti, L., Disegna, M., & Brida, J. G. (2012). Repeat visits and intentions to revisit a sporting event and its nearby destinations. Journal of Vacation Marketing, 18(1), 31-42.
Prayag, G., & Ryan, C. (2012). 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.
Rahnama, M. R., Hosseini Ghaffari, T., Oshnooi, A. and Roosta, M. (2013), Measurement of tourists' satisfaction with the quality of hotel services (Case study: Mashhad Metropolis), 1(2), 68-89.
Ranjbarian, B. and Zahedi, S. M. (2007). The effects of repeat trips to Isfahan on the satisfaction of foreign tourists, Geography and Regional Development, 5(9), 65-78.
Soleimani, M., Mohammadnejad, A., khodadadi, P. & Ataei, V. (2015). Measuring Tourists' Satisfaction of the Mahabad City with an Emphasis on Shopping Tourism. IUESA, 3(10), 139-155. URL: http://iueam.ir/article-1-153-fa.html
Song, H., Li, G., van der Veen, R., & Chen, J. L. (2011). Assessing mainland Chinese tourists' satisfaction with Hong Kong using tourist satisfaction index. International Journal of Tourism Research, 13(1), 82-96.
Thaothampitak, W., & Weerakit, N. (2012). Tourist motivation and satisfaction: The case study of Trang Province, Thailand. Faculty of Hospitality and Tourism, Prince of Songkla University, Thailand.
UNWTO. (2008). Climate change and tourism-Responding to global challenges. Madrid: United Nations World Tourism Organization.
UNWTO. (2015). Tourism Highlights 2015 Edition, The World Tourism Organization (UNWTO). https://wedocs.unep.org/bitstream/handle/20.500.11822/19525/UNWTO2015.pdf?sequence=1&isAllowed=y
UNWTO (2018). UNWTO World Tourism Barometer, Vol. 16, Advance Release January 2018. http://mkt.unwto.org/publication/unwto-tourism-highlights
Wang, S. and Qu, H. (2006). A study of tourist satisfaction determinants in the context of the Pearl River Delta sub-regional destinations. Journal of Hospitality and Leisure Marketing, 14 (3), 49-63.
Wang, X., Zhang, J., Gu, C., & Zhen, F. (2009). Examining antecedents and consequences of tourist satisfaction: A structural modeling approach. Tsinghua Science & Technology, 14(3), 397-406.
WTTC. (2017), Travel & Tourism Economic Impact 2017 World, DWorld Travel & Tourism Council, United Kingdom. https://www.wttc.org/-/media/files/reports/economic-impact...2017/world2017.pdf
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.
Yu, Y. T., & Dean, A. (2001). The contribution of emotional satisfaction to consumer loyalty. International journal of service industry management, 12(3), 234-250.
Zeainali, B., Karami, F. and Amirzade, S. (2012). The Effect of Product Quality in Destinations on Tourist’s Satisfaction Case Study: Ghorogh Coastal Park). biannual journal of Social Studied in Tourism, 3(3), 27-49.
Ziyari, K. Oshnooei, A. and Molaei Qelichi, M. (2016). Measuring tourist satisfaction with the quality of hotel services using the CSM index Case Study: Shiraz, Urban Tourism, 1(1), 1-15.
_||_