Determinants of Satisfaction with an Urban Tourism Destination: The Case of Barcelona
DOI:
https://doi.org/10.6000/1929-7092.2017.06.10Keywords:
Tourist Satisfaction, Destination Attributes, Urban Tourism, Factor AnalysisAbstract
Conscious of the central role of satisfaction in the success of a destination we examine the relationship between a destination's attributes and overall satisfaction. Based on the information about 19 destination attributes and using a principal factor analysis, we identified 5 relevant dimensions, with “Accommodation and restaurant services†as the key factor to explain overall satisfaction. Next, we explore the potential moderating effects of tourist and trip characteristics on that relationship. Our results suggest that the estimated relationship is very stable across types of tourists, trip features or purpose of travel. We use a survey of 2,484 interviews conducted with international tourists that visited Barcelona throughout 2013. Empirical findings allow an efficient allocation of resources in order to achieve maximum satisfaction. Therefore, they are useful to help policy makers and entrepreneurs select targets for promotion, and attain high destination competitiveness.
References
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https://doi.org/10.1016/j.annals.2009.07.001
Alegre, Joaquín and Catalina Juaneda. 2006. “Destination Loyalty: Consumers’ Economic Behaviour.” Annals of Tourism Research 33(3):684-706.
https://doi.org/10.1016/j.annals.2006.03.014
Anderson, Eugene W. and Claess Fornell. 2000. “Foundations of the American Customer Satisfaction Index.” Total Quality Management 11(6):S869-S882.
https://doi.org/10.1080/09544120050135425
Antón, Carmen, Carmen Camarero and Marta Laguna García. 2014. “Towards a New Approach of Destination Loyalty Drivers: Satisfaction, Visit Intensity and Tourist Motivations.” Current Issues in Tourism:1-23.
https://doi.org/10.1080/13683500.2014.936834
Ashworth, Gregory and Stephen J. Page. 2011. “Urban Tourism Research: Recent Progress and Current Paradoxes.” Tourism Management 32:1–15.
https://doi.org/10.1016/j.tourman.2010.02.002
Baker, Dwayne A. and John L. Crompton. 2000. “Quality, Satisfaction and Behavioural Intentions.” Annals of Tourism Research 37(1):785-804.
https://doi.org/10.1016/S0160-7383(99)00108-5
Bernini, Cristina and Silvia Cagnone. 2014. “Analysing Tourist Satisfaction at a Mature and Multi-Product Destination.” Current Issues in Tourism 17(1):1-20.
https://doi.org/10.1080/13683500.2012.702737
Camprubí, Raquel and Lluís Prats. 2013. “The Perceived Image of Barcelona by Short Break Tourists.” European Scientific Journal 2:941-949.
Chi, Christina G. and Hailin Qu. 2008. “Examining the Structural Relationships of Destination Image, Tourist Satisfaction and Destination Loyalty: An Integrated Approach.” Tourism Management 29(4):624-636.
https://doi.org/10.1016/j.tourman.2007.06.007
Chi, Christina G. and Hailin Qu. 2009. “Examining the Relationship between Tourists´ Attribute Satisfaction and Overall Satisfaction.” Journal of Hospitality Marketing and Management 18(1):4-25.
https://doi.org/10.1080/19368620801988891
Coghlan, Alexandra and Philip Pearce. 2010. “Tracking Affective Components of Satisfaction.” Tourism and Hospitality Research 10(1):42-58.
https://doi.org/10.1057/thr.2009.18
Cooil, Bruce, Timothy L. Keiningham, Lerzan Aksoy and Michael Hsu. 2007. “A Longitudinal Analysis of Customer Satisfaction and Share of Wallet: Investigating the Moderating Effect of Customer Characteristics.” Journal of Marketing 71(1):67-83.
https://doi.org/10.1509/jmkg.71.1.67
Davesa, María, Marta Laguna and Andrés Palacios. 2009. “The Role of Motivation in Visitor Satisfaction: Empirical Evidence in Rural Tourism.” Tourism Management 31(4):547-552.
https://doi.org/10.1016/j.tourman.2009.06.006
European Cities Marketing Benchmarking Report – 12th Edition. 2015-2016.
Ferrer-i-Carbonell, Ada and Paul Frijters. 2004. “How Important Is Methodology for the Estimates of the Determinants of Happiness?” The Economic Journal 114:641-659.
https://doi.org/10.1111/j.1468-0297.2004.00235.x
Forgas-Coll, Santiago, Ramón Palau-Saumell and Luís J. Callarisa-Fiol. 2012. “Urban Destination Loyalty Drivers and Cross-National Moderator Effects: The Case of Barcelona.” Tourism Management 33(6):1309–1320.
https://doi.org/10.1016/j.tourman.2011.12.013
Fuch, Matthias and Klaus Weirmair. 2004. “Destination Benchmarking: An Indicator-System's Potential for Exploring Guest Satisfaction.” Journal of Travel Research 42(3):212-225.
https://doi.org/10.1177/0047287503258827
Gijón, Covadonga, Teresa Garín-Muñoz, Teodosio Pérez-Amaral and Rafael López-Zorzano. 2013. “Satisfaction of Individual Mobile Phone Users in Spain.” Telecommunications Policy 37:940–954.
https://doi.org/10.1016/j.telpol.2013.09.004
Hair, Joe F., Marko Sarstedt, Christian M. Ringle and Jeannette A. Mena. 2012. “An Assessment of the Use of Partial Least Squares Structural Equation Modelling in Marketing Research.” Journal of the Academy of Marketing Science 40:414–433.
https://doi.org/10.1007/s11747-011-0261-6
Kaiser, Henry F. 1974. “An Index of Factorial Simplicity.” Psychometrika 39:31-36.
https://doi.org/10.1007/BF02291575
Kim, HongBumm. 1998. “Perceived Attractiveness of Korean Destinations.” Annals of Tourism Research 25(2):340 – 361.
https://doi.org/10.1016/S0160-7383(98)00007-3
Kim, HongBumm. 2014. “The Antecedents of Memorable Tourism Experiences: The Development of a Scale to Measure the Destination Attributes Associated with Memorable Experiences.” Tourism Management 44(1):34-45.
https://doi.org/10.1016/j.tourman.2014.02.007
Kozak, Metin. 2003. “Measuring Tourist Satisfaction with Multiple Destination Attribute.” Tourism Analysis 7(3/4):229-240.
https://doi.org/10.3727/108354203108750076
Kozak, Metin and Mike Rimmington. 1999. “Measuring Tourist Destination Competitiveness: Conceptual Consideration and Empirical Findings.” Hospitality Management 18:273-283.
https://doi.org/10.1016/S0278-4319(99)00034-1
Kozak, Metin. 2001. “Comparative Assessment of Tourist Satisfaction with Destinations across Two Nationalities.” Tourism Management 22(4):391-401.
https://doi.org/10.1016/S0261-5177(00)00064-9
Marine-Roig, Estela and Salvador A. Clavé. 2015. “Tourism Analytics with Massive User-Generated Content: A case Study of Barcelona.” Journal of Destination Marketing & Management 4(3):162-172.
https://doi.org/10.1016/j.jdmm.2015.06.004
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Maunier, Cécile and Christéle Camelis. 2013. “Toward the Identification of Elements Contributing to Satisfaction with the Tourism Experience.” Journal of Vacation Marketing 19(1):19-39.
https://doi.org/10.1177/1356766712468733
Meng, Fang, Yodmanee Tepanon and Muzaffer Uysal. 2008. “Measuring Tourist Satisfaction by Attribute and Motivation: The Case of a Nature-Based Resort.” Journal of Vacation Marketing 14(1):41-56.
https://doi.org/10.1177/1356766707084218
Moital, Miguel, Nuno R. Dias and Danielle F.C. Machado. 2013. “A Cross National Study of Golf Tourists’ Satisfaction.” Journal of Destination Marketing and Management 2(1):39-45.
https://doi.org/10.1016/j.jdmm.2013.02.003
Moral, María J. and Teresa Garín-Muñoz. 2017. “Enhancing Financial Impact of Tourism while Preserving Sustainability in the City of Barcelona.” In Handbook of Tourism Finances : Connecting Tourism and Finance, edited by C. Chang and M. McAleer. World Scientific.
Murillo, Joaquim, Esther Vayà, Javier Romaní and Jordi Suriñach. 2013. “How Important to a City are Tourists and Day-Trippers? The Economic Impact of Tourism on the City of Barcelona.” Tourism Economics 19(4):897-917.
https://doi.org/10.5367/te.2013.0225
Neal, Janet D. and Dogan Gursoy. 2008. “A Multifaceted Analysis of Tourism Satisfaction.” Journal of Travel Research 47:53-62.
https://doi.org/10.1177/0047287507312434
Oliver, Richard L. 1993. “Cognitive, Affective, and Attribute Bases of the Satisfaction Response.” Journal of Consumer Research 20: 418-430.
https://doi.org/10.1086/209358
Parasuraman, A, Valarie A. Zeithaml and Leonard L. Berry. 1985. “A Conceptual Model of Service Quality and Its Implications for Future Research.” Journal of Marketing 49(4):41-50.
https://doi.org/10.2307/1251430
Pizam, Abraham, Yoram Neumann and Arie Reichel. 1978. “Dimensions of Tourist Satisfaction with a Destination Area.” Annals of Tourism Research 5(3):314-322.
https://doi.org/10.1016/0160-7383(78)90115-9
Radojevic, Tijana, Nemanja Stanisic and Nenad Stanic. 2015. “Ensuring Positive Feedback: Factors that Influence Customer Satisfaction in the Contemporary Hospitality Industry. Tourism Management 51:13-21.
https://doi.org/10.1016/j.tourman.2015.04.002
Setiawan, Putu Y., Eka A. Troena and Noermijati Armanu. 2014. “The Effect of e-WOM on Destination Image, Satisfaction and Loyalty.” International Journal of Business and Management Invention 3(1):22-29.
Sirgy, M. Joseph. 1984. “A Social Cognition Model of Consumer Satisfaction/Dissatisfaction an Experiment.” Psychology and Marketing 1:27–44.
https://doi.org/10.1002/mar.4220010205
Turisme de Barcelona. 2013. Barcelona Tourism Statistics: http://professional.barcelonaturisme.com/imgfiles/estad/Est2013b-index.pdf
United Nations Environmental Program and World Tourism Organization. 2005. Making Tourism more Sustainable: A Guide for Policy Makers. Available on: http://www.unep.fr/shared/publications/pdf/DTIx0592xPA-TourismPolicyEN.pdf
Voon, Boo-Ho and Nagarajah Lee. 2009. “Identifying Dimensions of Tourist Satisfaction for a Cultural Destination: the Case of Longhouses in Sarawak (Borneo).” International Journal of Business and Society 10(1):65-82.
World Tourism Organization. 2014. AM Reports, Volume 10 – Global Benchmarking for City Tourism Measurement, UNWTO, Madrid. http://unwto.org/sites/all/files/pdf/global_ benchmarking_hr.pdf
Yoon, Yooshik and Muzaffer Uysal. 2005. “An Examination of the Effects of Motivation and Satisfaction on Destination Loyalty: a Structural Model.” Tourism Management 26(1):45-56.
https://doi.org/10.1016/j.tourman.2003.08.016
Yuksel, Atila and Fisun Yuksel. 2002. “Measurement of Tourist Satisfaction with Restaurant Services: A Segment-Based Approach.” Journal of Vacation Marketing 9(1):52-68.
https://doi.org/10.1177/135676670200900104
https://doi.org/10.1016/j.annals.2009.07.001
Alegre, Joaquín and Catalina Juaneda. 2006. “Destination Loyalty: Consumers’ Economic Behaviour.” Annals of Tourism Research 33(3):684-706.
https://doi.org/10.1016/j.annals.2006.03.014
Anderson, Eugene W. and Claess Fornell. 2000. “Foundations of the American Customer Satisfaction Index.” Total Quality Management 11(6):S869-S882.
https://doi.org/10.1080/09544120050135425
Antón, Carmen, Carmen Camarero and Marta Laguna García. 2014. “Towards a New Approach of Destination Loyalty Drivers: Satisfaction, Visit Intensity and Tourist Motivations.” Current Issues in Tourism:1-23.
https://doi.org/10.1080/13683500.2014.936834
Ashworth, Gregory and Stephen J. Page. 2011. “Urban Tourism Research: Recent Progress and Current Paradoxes.” Tourism Management 32:1–15.
https://doi.org/10.1016/j.tourman.2010.02.002
Baker, Dwayne A. and John L. Crompton. 2000. “Quality, Satisfaction and Behavioural Intentions.” Annals of Tourism Research 37(1):785-804.
https://doi.org/10.1016/S0160-7383(99)00108-5
Bernini, Cristina and Silvia Cagnone. 2014. “Analysing Tourist Satisfaction at a Mature and Multi-Product Destination.” Current Issues in Tourism 17(1):1-20.
https://doi.org/10.1080/13683500.2012.702737
Camprubí, Raquel and Lluís Prats. 2013. “The Perceived Image of Barcelona by Short Break Tourists.” European Scientific Journal 2:941-949.
Chi, Christina G. and Hailin Qu. 2008. “Examining the Structural Relationships of Destination Image, Tourist Satisfaction and Destination Loyalty: An Integrated Approach.” Tourism Management 29(4):624-636.
https://doi.org/10.1016/j.tourman.2007.06.007
Chi, Christina G. and Hailin Qu. 2009. “Examining the Relationship between Tourists´ Attribute Satisfaction and Overall Satisfaction.” Journal of Hospitality Marketing and Management 18(1):4-25.
https://doi.org/10.1080/19368620801988891
Coghlan, Alexandra and Philip Pearce. 2010. “Tracking Affective Components of Satisfaction.” Tourism and Hospitality Research 10(1):42-58.
https://doi.org/10.1057/thr.2009.18
Cooil, Bruce, Timothy L. Keiningham, Lerzan Aksoy and Michael Hsu. 2007. “A Longitudinal Analysis of Customer Satisfaction and Share of Wallet: Investigating the Moderating Effect of Customer Characteristics.” Journal of Marketing 71(1):67-83.
https://doi.org/10.1509/jmkg.71.1.67
Davesa, María, Marta Laguna and Andrés Palacios. 2009. “The Role of Motivation in Visitor Satisfaction: Empirical Evidence in Rural Tourism.” Tourism Management 31(4):547-552.
https://doi.org/10.1016/j.tourman.2009.06.006
European Cities Marketing Benchmarking Report – 12th Edition. 2015-2016.
Ferrer-i-Carbonell, Ada and Paul Frijters. 2004. “How Important Is Methodology for the Estimates of the Determinants of Happiness?” The Economic Journal 114:641-659.
https://doi.org/10.1111/j.1468-0297.2004.00235.x
Forgas-Coll, Santiago, Ramón Palau-Saumell and Luís J. Callarisa-Fiol. 2012. “Urban Destination Loyalty Drivers and Cross-National Moderator Effects: The Case of Barcelona.” Tourism Management 33(6):1309–1320.
https://doi.org/10.1016/j.tourman.2011.12.013
Fuch, Matthias and Klaus Weirmair. 2004. “Destination Benchmarking: An Indicator-System's Potential for Exploring Guest Satisfaction.” Journal of Travel Research 42(3):212-225.
https://doi.org/10.1177/0047287503258827
Gijón, Covadonga, Teresa Garín-Muñoz, Teodosio Pérez-Amaral and Rafael López-Zorzano. 2013. “Satisfaction of Individual Mobile Phone Users in Spain.” Telecommunications Policy 37:940–954.
https://doi.org/10.1016/j.telpol.2013.09.004
Hair, Joe F., Marko Sarstedt, Christian M. Ringle and Jeannette A. Mena. 2012. “An Assessment of the Use of Partial Least Squares Structural Equation Modelling in Marketing Research.” Journal of the Academy of Marketing Science 40:414–433.
https://doi.org/10.1007/s11747-011-0261-6
Kaiser, Henry F. 1974. “An Index of Factorial Simplicity.” Psychometrika 39:31-36.
https://doi.org/10.1007/BF02291575
Kim, HongBumm. 1998. “Perceived Attractiveness of Korean Destinations.” Annals of Tourism Research 25(2):340 – 361.
https://doi.org/10.1016/S0160-7383(98)00007-3
Kim, HongBumm. 2014. “The Antecedents of Memorable Tourism Experiences: The Development of a Scale to Measure the Destination Attributes Associated with Memorable Experiences.” Tourism Management 44(1):34-45.
https://doi.org/10.1016/j.tourman.2014.02.007
Kozak, Metin. 2003. “Measuring Tourist Satisfaction with Multiple Destination Attribute.” Tourism Analysis 7(3/4):229-240.
https://doi.org/10.3727/108354203108750076
Kozak, Metin and Mike Rimmington. 1999. “Measuring Tourist Destination Competitiveness: Conceptual Consideration and Empirical Findings.” Hospitality Management 18:273-283.
https://doi.org/10.1016/S0278-4319(99)00034-1
Kozak, Metin. 2001. “Comparative Assessment of Tourist Satisfaction with Destinations across Two Nationalities.” Tourism Management 22(4):391-401.
https://doi.org/10.1016/S0261-5177(00)00064-9
Marine-Roig, Estela and Salvador A. Clavé. 2015. “Tourism Analytics with Massive User-Generated Content: A case Study of Barcelona.” Journal of Destination Marketing & Management 4(3):162-172.
https://doi.org/10.1016/j.jdmm.2015.06.004
MasterCard (2015). Global Destination Cities Index.
Maunier, Cécile and Christéle Camelis. 2013. “Toward the Identification of Elements Contributing to Satisfaction with the Tourism Experience.” Journal of Vacation Marketing 19(1):19-39.
https://doi.org/10.1177/1356766712468733
Meng, Fang, Yodmanee Tepanon and Muzaffer Uysal. 2008. “Measuring Tourist Satisfaction by Attribute and Motivation: The Case of a Nature-Based Resort.” Journal of Vacation Marketing 14(1):41-56.
https://doi.org/10.1177/1356766707084218
Moital, Miguel, Nuno R. Dias and Danielle F.C. Machado. 2013. “A Cross National Study of Golf Tourists’ Satisfaction.” Journal of Destination Marketing and Management 2(1):39-45.
https://doi.org/10.1016/j.jdmm.2013.02.003
Moral, María J. and Teresa Garín-Muñoz. 2017. “Enhancing Financial Impact of Tourism while Preserving Sustainability in the City of Barcelona.” In Handbook of Tourism Finances : Connecting Tourism and Finance, edited by C. Chang and M. McAleer. World Scientific.
Murillo, Joaquim, Esther Vayà, Javier Romaní and Jordi Suriñach. 2013. “How Important to a City are Tourists and Day-Trippers? The Economic Impact of Tourism on the City of Barcelona.” Tourism Economics 19(4):897-917.
https://doi.org/10.5367/te.2013.0225
Neal, Janet D. and Dogan Gursoy. 2008. “A Multifaceted Analysis of Tourism Satisfaction.” Journal of Travel Research 47:53-62.
https://doi.org/10.1177/0047287507312434
Oliver, Richard L. 1993. “Cognitive, Affective, and Attribute Bases of the Satisfaction Response.” Journal of Consumer Research 20: 418-430.
https://doi.org/10.1086/209358
Parasuraman, A, Valarie A. Zeithaml and Leonard L. Berry. 1985. “A Conceptual Model of Service Quality and Its Implications for Future Research.” Journal of Marketing 49(4):41-50.
https://doi.org/10.2307/1251430
Pizam, Abraham, Yoram Neumann and Arie Reichel. 1978. “Dimensions of Tourist Satisfaction with a Destination Area.” Annals of Tourism Research 5(3):314-322.
https://doi.org/10.1016/0160-7383(78)90115-9
Radojevic, Tijana, Nemanja Stanisic and Nenad Stanic. 2015. “Ensuring Positive Feedback: Factors that Influence Customer Satisfaction in the Contemporary Hospitality Industry. Tourism Management 51:13-21.
https://doi.org/10.1016/j.tourman.2015.04.002
Setiawan, Putu Y., Eka A. Troena and Noermijati Armanu. 2014. “The Effect of e-WOM on Destination Image, Satisfaction and Loyalty.” International Journal of Business and Management Invention 3(1):22-29.
Sirgy, M. Joseph. 1984. “A Social Cognition Model of Consumer Satisfaction/Dissatisfaction an Experiment.” Psychology and Marketing 1:27–44.
https://doi.org/10.1002/mar.4220010205
Turisme de Barcelona. 2013. Barcelona Tourism Statistics: http://professional.barcelonaturisme.com/imgfiles/estad/Est2013b-index.pdf
United Nations Environmental Program and World Tourism Organization. 2005. Making Tourism more Sustainable: A Guide for Policy Makers. Available on: http://www.unep.fr/shared/publications/pdf/DTIx0592xPA-TourismPolicyEN.pdf
Voon, Boo-Ho and Nagarajah Lee. 2009. “Identifying Dimensions of Tourist Satisfaction for a Cultural Destination: the Case of Longhouses in Sarawak (Borneo).” International Journal of Business and Society 10(1):65-82.
World Tourism Organization. 2014. AM Reports, Volume 10 – Global Benchmarking for City Tourism Measurement, UNWTO, Madrid. http://unwto.org/sites/all/files/pdf/global_ benchmarking_hr.pdf
Yoon, Yooshik and Muzaffer Uysal. 2005. “An Examination of the Effects of Motivation and Satisfaction on Destination Loyalty: a Structural Model.” Tourism Management 26(1):45-56.
https://doi.org/10.1016/j.tourman.2003.08.016
Yuksel, Atila and Fisun Yuksel. 2002. “Measurement of Tourist Satisfaction with Restaurant Services: A Segment-Based Approach.” Journal of Vacation Marketing 9(1):52-68.
https://doi.org/10.1177/135676670200900104
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Published
2017-04-10
How to Cite
Garín-Muñoz, T., & J. Moral, M. (2017). Determinants of Satisfaction with an Urban Tourism Destination: The Case of Barcelona. Journal of Reviews on Global Economics, 6, 113–128. https://doi.org/10.6000/1929-7092.2017.06.10
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