THE INFLUENCE OF DISSATISFIED TOURISTS’ NON-BEHAVIORAL APPROACH ON OVERALL VISIT SATISFACTION: A STUDY ON MALAYSIAN DOMESTIC TOURISTS

THE INFLUENCE OF DISSATISFIED TOURISTS’ NON-BEHAVIORAL APPROACH ON OVERALL VISIT SATISFACTION: A STUDY ON MALAYSIAN DOMESTIC TOURISTS

Providing good quality of service is most basic attribute of the service industry, including tourism. Complaints by tourists actually provide opportunities for destination or business to recover from the service failures, and when the complaints are handled satisfactorily, destination or business ma...

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Bibliographic Details
Main Authors: Ataul Karim PATWARY, Hamimi OMAR
Format: Article
Language:English
Published: Editura Universităţii din Oradea 2020-12-01
Series:Geo Journal of Tourism and Geosites
Subjects:
tourists’ satisfaction
complaint constraints
domestic tourism
pls-sem
tourism
malaysia
Online Access:http://gtg.webhost.uoradea.ro/PDF/GTG-4-2020/gtg.32429-585.pdf
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spelling doaj-cb48c16dd3a24915b8e16a8f0286f6872020-12-11T17:37:16ZengEditura Universităţii din OradeaGeo Journal of Tourism and Geosites2065-08172020-12-013241388139310.30892/gtg.32429-585THE INFLUENCE OF DISSATISFIED TOURISTS’ NON-BEHAVIORAL APPROACH ON OVERALL VISIT SATISFACTION: A STUDY ON MALAYSIAN DOMESTIC TOURISTSAtaul Karim PATWARY0Hamimi OMAR1Universiti Utara Malaysia, School of Tourism, Hospitality and Event Management, 06010 UUM, Sintok, Kedah, Malaysia, e-mail: raselataul@gmail.comUniversiti Utara Malaysia, School of Tourism, Hospitality and Event Management, 06010 UUM, Sintok, Kedah, Malaysia, e-mail: hamimi@uum.edu.myProviding good quality of service is most basic attribute of the service industry, including tourism. Complaints by tourists actually provide opportunities for destination or business to recover from the service failures, and when the complaints are handled satisfactorily, destination or business may win tourists back. Therefore, this study aims to explore how complaint constraints influence on tourists' overall satisfaction level. In order to achieve the objectives, this study used a quantitative approach using PLS-SEM. This study revealed that overall tourists' satisfaction is influenced by limited time, unfamiliarity, limited communication, limited involvement, and positive holiday mood.http://gtg.webhost.uoradea.ro/PDF/GTG-4-2020/gtg.32429-585.pdftourists’ satisfactioncomplaint constraintsdomestic tourismpls-semtourismmalaysia
collection DOAJ
language English
format Article
sources DOAJ
author Ataul Karim PATWARY
Hamimi OMAR
spellingShingle Ataul Karim PATWARY
Hamimi OMAR
THE INFLUENCE OF DISSATISFIED TOURISTS’ NON-BEHAVIORAL APPROACH ON OVERALL VISIT SATISFACTION: A STUDY ON MALAYSIAN DOMESTIC TOURISTS
Geo Journal of Tourism and Geosites
tourists’ satisfaction
complaint constraints
domestic tourism
pls-sem
tourism
malaysia
author_facet Ataul Karim PATWARY
Hamimi OMAR
author_sort Ataul Karim PATWARY
title THE INFLUENCE OF DISSATISFIED TOURISTS’ NON-BEHAVIORAL APPROACH ON OVERALL VISIT SATISFACTION: A STUDY ON MALAYSIAN DOMESTIC TOURISTS
title_short THE INFLUENCE OF DISSATISFIED TOURISTS’ NON-BEHAVIORAL APPROACH ON OVERALL VISIT SATISFACTION: A STUDY ON MALAYSIAN DOMESTIC TOURISTS
title_full THE INFLUENCE OF DISSATISFIED TOURISTS’ NON-BEHAVIORAL APPROACH ON OVERALL VISIT SATISFACTION: A STUDY ON MALAYSIAN DOMESTIC TOURISTS
title_fullStr THE INFLUENCE OF DISSATISFIED TOURISTS’ NON-BEHAVIORAL APPROACH ON OVERALL VISIT SATISFACTION: A STUDY ON MALAYSIAN DOMESTIC TOURISTS
title_full_unstemmed THE INFLUENCE OF DISSATISFIED TOURISTS’ NON-BEHAVIORAL APPROACH ON OVERALL VISIT SATISFACTION: A STUDY ON MALAYSIAN DOMESTIC TOURISTS
title_sort influence of dissatisfied tourists’ non-behavioral approach on overall visit satisfaction: a study on malaysian domestic tourists
publisher Editura Universităţii din Oradea
series Geo Journal of Tourism and Geosites
issn 2065-0817
publishDate 2020-12-01
description Providing good quality of service is most basic attribute of the service industry, including tourism. Complaints by tourists actually provide opportunities for destination or business to recover from the service failures, and when the complaints are handled satisfactorily, destination or business may win tourists back. Therefore, this study aims to explore how complaint constraints influence on tourists' overall satisfaction level. In order to achieve the objectives, this study used a quantitative approach using PLS-SEM. This study revealed that overall tourists' satisfaction is influenced by limited time, unfamiliarity, limited communication, limited involvement, and positive holiday mood.
topic tourists’ satisfaction
complaint constraints
domestic tourism
pls-sem
tourism
malaysia
url http://gtg.webhost.uoradea.ro/PDF/GTG-4-2020/gtg.32429-585.pdf
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AT ataulkarimpatwary influenceofdissatisfiedtouristsnonbehavioralapproachonoverallvisitsatisfactionastudyonmalaysiandomestictourists
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