Consumer satisfaction and dissatisfaction in tourism as related to destination image perception
The primary objective of this study was to investigate the relationship between travel destination image and the tourist satisfaction/dissatisfaction. Using the evaluative congruity theory framework, this study focused on the role of destination images in tourism with regard to consumer satisfac...
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| Format: | Others |
| Language: | en |
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Virginia Tech
2014
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| Online Access: | http://hdl.handle.net/10919/39384 http://scholar.lib.vt.edu/theses/available/etd-09162005-115041/ |
| Summary: | The primary objective of this study was to investigate the
relationship between travel destination image and the tourist
satisfaction/dissatisfaction. Using the evaluative congruity
theory framework, this study focused on the role of destination
images in tourism with regard to consumer satisfaction/
dissatisfaction (CS/D) from the stand point of: (1) the
functional congruency between the tourist's expectations and
his/her perceptions of specific utilitarian (functional)
attributes of a destination; (2) the value-expressive
(symbolic) congruency between the tourist'S self concept and
the destination's personality image; and (3) the degree of
emotional involvement the traveler associates with travel purchases and its influence on his/her satisfaction/
dissatisfaction.
The key findings of this study indicate that CS/D is
related to both functional and symbolic congruity. With regard
to the relative strength of the functional congruity and the
symbolic congruity in explaining CS/D in tourism, the
functional congruity was found to explain CS/D better than the
symbolic congruity. It was also found that the tourist's
emotional involvement in the travel purchase process affects
his/her satisfaction/dissatisfaction with the destination. === Ph. D. |
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