 Facilitating reef tourism management through an innovative importance-performance analysis methodAlexandra Coghlan Tourism Management, 2012, vol. 33, issue 4, 767-775 Abstract: This study presents a quantitative analysis of visitor satisfaction and its relation to tourism attributes on the Great Barrier Reef, Australia. It applies a modified version of the importance-performance analysis to determine various attributes’ range of impact on, and asymmetrical contribution to, visitor satisfaction. The analysis of 369 visitor surveys identified a complex relationship between satisfaction and environmental, operational and customer service attributes. It also identified those attributes which have a strong satisfaction-generating potential when they perform well, such as the diversity of the marine life, interactions with other passengers, comfort of the boat, quality of the entertainment, knowledgeable crew, quality of the information provided and the destination of the trip, and attributes with a high dissatisfaction-generating potential when they perform poorly, e.g. customer service, comfort of the trip, weather, quality of the coral, and cost of the trip. The study also considers the use of attribute-based studies of satisfaction within protected-area tourism and the management of visitor experiences. Keywords: Marine tourism; Sustainable tourism; Importance-performance analysis; Satisfaction; Protected areas (search for similar items in EconPapers) Downloads: (external link) Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:eee:touman:v:33:y:2012:i:4:p:767-775 DOI: 10.1016/j.tourman.2011.08.010 Access Statistics for this article Tourism Management is currently edited by Chris Ryan More articles in Tourism Management from Elsevier |
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