Dissatisfaction Responses of Tourists in the Havana World Heritage Site

Yen E. Lam-González, Richard Clouet, Niurka Cruz Sosa and Javier de León
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Yen E. Lam-González: Institute for Tourism and Economic Sustainable Development, University of Las Palmas de Gran Canaria, 35017 Las Palmas de Gran Canaria, Las Palmas, Spain
Richard Clouet: Department of Modern Philology, Translation and Interpreting, University of Las Palmas de Gran Canaria, 35017 Las Palmas de Gran Canaria, Las Palmas, Spain
Niurka Cruz Sosa: Master Plan for Havana, Historian’s Office of Havana City, Havana 10100, Cuba
Javier de León: Institute for Tourism and Economic Sustainable Development, University of Las Palmas de Gran Canaria, 35017 Las Palmas de Gran Canaria, Las Palmas, Spain

Sustainability, 2021, vol. 13, issue 19, 1-16

Abstract: This paper aims to assess the relationships between tourists’ negative evaluation of key management areas in the cultural city, their overall satisfaction and future intentions. More specifically, this paper proposes a covariance-based structural equations model (CB-SEM) to assess the influence of tourists’ dissatisfaction caused by failures in tourist and cultural services, hygiene and infrastructure on their overall satisfaction with the cultural trip and their intentions to repeat it. Using data collected from 1500 tourists visiting Old Havana on a cultural trip, this paper confirms that a negative opinion on the management of hygiene, cleanliness and crowding is dominant in explaining cultural tourists’ lower levels of satisfaction. In addition, this was found to be the only factor with a negative impact on tourists’ intentions to revisit the city in the future. The results are useful for helping managers of cultural destinations to distinguish the areas that are most relevant in their attempt to promote satisfaction and loyalty in the context of cultural tourism.

Keywords: cultural tourism; satisfaction; dissatisfaction; cultural city; tourism management (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2021
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (2)

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Persistent link: https://EconPapers.repec.org/RePEc:gam:jsusta:v:13:y:2021:i:19:p:11015-:d:649862

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