PARTICULAR ASPECTS OF CONSUMER’S SATISFACTION REGARDING TOURISM PRODUCTS

Catalina Lache () and Carmen Mariana Codreanu ()
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Carmen Mariana Codreanu: Department of Economics, „Petre Andrei” University of Iaºi, Romania

THE YEARBOOK OF THE "GH. ZANE" INSTITUTE OF ECONOMIC RESEARCHES, 2014, vol. 23, issue 2, 113-132

Abstract: The paper provides an overview of consumer’s satisfaction regarding tourism products. Doing particular research in this distinct field of consumption is necessary because the standards of holiday and travel consumers (expected quality) are achieved in the absence of the actual product, depending on the providers’ forms of presentation, travel guides, on-line sites, the impressions of other persons, the reputation of "fashionable" destination and, to some extent, depending on the affective and cognitive abilities, the personal and social values of the tourists, their culture, their previous experiences and consumption symbolism. The subjectively perceived quality regarding a consumption experience only partly depends on the objective quality. In this paper the authors aim at: (1) completing the issues related to the satisfaction survey, customizing them for the field of tourism; (2) achieving a consumer satisfaction rating scale for the field of tourism, (3) completing the research process regarding consumer’s satisfaction regarding tourism products by using a mix of methods, namely: The Method of Attributes – Consequences – Values analysis (ACV), based on the idea of the hierarchical organization of elements that contribute to achieving satisfaction under the form of means – goal linkages; Lickert Scale type Analyses; Analyses based on the regression and correlation method; the Interpretation of the achieved results by using the Tetraclasse model. The theoretical and practical analyses, as well as the results presented are intended to induce the fellow researchers to approach and refine the studies regarding consumer satisfaction for the particular field of tourism

Keywords: measuring tourism services consumer’s satisfaction; cognitive and affective components; quality; loyalty; tourism products. (search for similar items in EconPapers)
Date: 2014
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