The impact of tour quality and tourist satisfaction on tourist loyalty: The case of Chinese tourists in Korea

This study examines the causal relationship between tourist expectations, tourist motivations, tour quality, tourist satisfaction, tourist complaints and tourist loyalty of Chinese tourists in the Republic of Korea using path analysis. It was found that tourist expectations have a negative effect on...

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Bibliographic Details
Published in:Tourism management (1982) 2011-10, Vol.32 (5), p.1115-1124
Main Authors: Lee, Sangjae, Jeon, Sungil, Kim, Doyoung
Format: Article
Language:English
Subjects:
Chinese tourists
Tour quality
Tour satisfaction
Tourist satisfaction structure model
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Summary:This study examines the causal relationship between tourist expectations, tourist motivations, tour quality, tourist satisfaction, tourist complaints and tourist loyalty of Chinese tourists in the Republic of Korea using path analysis. It was found that tourist expectations have a negative effect on the perceived experiential quality of the tour, yet tourist motivation has a positive effect on the perceived tour quality. In turn, the perceived tour quality has a positive effect on tourist satisfaction. Similarly there is an inverse relationship between satisfaction and tourist complaints, and a positive relationship exists between satisfaction and loyalty. Equally, the higher is the number of complaints, the lower are the loyalty levels. These results will provide potential guidelines for inbound tour agents who plan to attract Chinese tourists to Korea and enable them to formulate appropriate strategies. This study also seeks to contribute to conceptual and policy formation by understanding the determinants of tourist satisfaction and loyalty.
ISSN:0261-5177
1879-3193
DOI:10.1016/j.tourman.2010.09.016