Customer satisfaction evaluation in the tourism industry. The case of Chania

• Autorzy: Karakitsiou A. , Mavrommati A. , Migdalas A. , Tsiakali K.
• Języki publikacji: EN

Abstrakty

EN

The objective of the current study is to measure tourist satisfaction with the Greek tourism industry. As yet, very little research has been carried out in this area. MUSA (MUIticriteria Satisfaction Analysis), a multicriteria preference disaggregation method, is applied in order to measure tourists' satisfaction with the popular visited Greek tourist destination of Chania. MUSA aggregates the individual preferences of a group of people (customers, employees, etc.) to a quantitative value function based on the system of values and preferences of this group. The study is, in particular, aimed to shed light on one of the satisfaction dimensions, namely the infrastructure of the area. The latter is a critical aspect concerning the perceived satisfaction level, but one that has been analyzed only to a small extent in the tourism literature. The findings of this research indeed reveal that first priority should be given to improvement in the infrastructure of the Chania prefecture. On the other hand, accommodation and catering facilities are found to be the region's competitive advantages.

Słowa kluczowe

EN

multicriteria analysis; customer satisfaction; tourism

• Wydawca: Wydawnictwo Politechniki Poznańskiej
• Czasopismo: Foundations of Computing and Decision Sciences
• Rocznik: 2007
• Tom: Vol. 32, No. 2
• Strony: 111--123
• Opis fizyczny: Bibliogr. 22 poz.

Twórcy

autor

Karakitsiou A.

autor

Mavrommati A.

autor

Migdalas A.

autor

Tsiakali K.

• Konstantina Tsiakali University of the Aegean, Dept. of Tourism Planning, Management and Policy, 54 Michael Livanou Str., 82100 Chios, Greece Tel: [phone],

Bibliografia

• [1] Augustyn M., Ho S., Service quality and tourism, Journal of Travel Research, 37, 1, 1998,71-75.
• [2] Bigne J. E., Sanchez M. I., Sanchez I., Tourism image, evaluation variables and after purchase behaviour: inter-relationship, Tourism Management, 22,2001, 607-616.
• [3] Chon K. S., Oisen M. D., Functional and symbolic approaches to consumer satisfaction/dissatisfaction in tourism, Journal of the International Academy of Hospitality Research, 28, 1991, 1-20.
• [4] Danaher P. J., Arweiler N., Customer satisfaction in the tourist industry: A case study of visitors to New Zealand, Journal of Travel Research, 1996, 89-93.
• [5] Dimara E., Petrou A., Skouras D., Consumer's Appreciation of Regional Images and the Perceived Quality of Rural Tourism, 42nd European Regional Science Association Congress "From Industry to Advanced Service-Perspectives of European Metropolitan Regions", Dordmund, Germany, 2002
• [6] Ekinci Y., Prokopaki P., Cobanoglu C., Service quality in Cretan accommodations: marketing strategies for the UK holiday market, Hospitality Management, 22, 2003, 47-66.
• [7] Foster D., Measuring customer satisfaction in the tourism industry, The Quality Magazine, 8, 5, 1999,23-29.
• [8] Gerson R. F, Measuring Customer Satisfaction. Menlo Park, CA, 1993.
• [9] Grigoroudis E., Malandrakis J., Politis J., Siskos Y., Customer satisfaction measurement: An application to the Greek shipping sector, Proceedings of the 5th Decision Sciences Institute - International Conference on Integrating Technology and Human Decisions: Global Bridges into the 21st Century, Athens, Greece, 2, 1999, 1363-1365.
• [10] Grigoroudis E., Siskos Y, Service quality and measurement of customer satisfaction, The MUSA model, New Technologies Publications, Athens (in Greek), 2000.
• [11] Grigoroudis E., Siskos Y, Preference disaggregation for measuring and analyzing customer satisfaction: the MUSA method, European Journal of Operational Research,143,2002, 148-170.
• [12] Grigoroudis E., Politis Y, Spyridaki O., Siskos, Y., Modelling importance preferences in customer satisfaction surveys, 56"' Meeting of the European Working Group MULTIPLE CRITERIA DECISION AIDING, Coimbra, October 3-5, 2002.
• [13] Grigoroudis E., Siskos, Y. A survey of customer satisfaction barometers: Some results from the transportation-communication sector, European Journal of Operational Research, 152, 2004, 334-353.
• [14] Kozak M., Repeaters' behavior at two distinct destinations, Annals of Tourism Research, 28, 3, 2001, 784-807.
• [15] Kozak M., Destination Benchmarking. Annals of Tourism Research, 29. 2, 2002. 497- 519.
• [16] Kozak M., Rimmington M., Tourist Satisfaction with Mallorca, Spain, as an off-season holiday destination, Journal of Travel Research, 39, 2000, 260-269.
• [17] Larsson Mossberg L., Tour leaders and their importance in charter tours, Tourism Management, 16, 6, 1995, 437-445.
• [18] Mihelis G., Grigoroudis E., Siskos Y., Politis Y., Malandrakis Y, Customer satisfaction measurement in the private bank sector, European Journal of Operational Research, 130,2001,347-360.
• [19] Parasuraman A., Zeithaml V. A., Berry L., Delivering Quality Service, Free Press, New York, 1990.
• [20] Sandalidou E., Baourakis G., Grigoroudis E., Siskos Y., Consumers' Perspectives on the Quality of Organic Olive Oil in Greece: A Satisfaction Evaluation Approach, British Food Journal, 104, 3/4/5, 2002, 391-406.
• [21] Spreng A. R., Mackoy R. D., An empirical examination of a model of perceived service quality and satisfaction, Journal of Retailing, 72, 2, 1996, 201 -214.
• [22] Tsintarakis C., Baourakis G., Grigoroudis E., Siskos Y, Customer satisfaction evaluation for Greek organic wine, Proceedings of the 72nd European Association of Agricultural Economists (EAEE) Seminar "Organic Food Marketing Trends", Mediterranean Agronomic Institute of Chania, Chania, Greece, 2001.