Determinants of customer satisfaction with thermal hotels

Abstract

This study aims to identify tourists' level of satisfaction with thermal tourism, using Structural Equation Models (SEM). In order to understand tourists' level of satisfaction, both the Exploratory Factor Analysis (EFA) and the Confirmatory Factor Analysis (CFA) were applied to the data sets using the SPSS and LISREL statistical package programs. The results of the EFA found five factors that make up tourists' satisfaction. The analysis indicates that while the tourists' perception of the ‘Cleanliness of Private Units’ has the greatest influence on ‘Private Thermal Unit’ features, the perception of ‘Additional Services’ has it on ‘General Physical Features’ on tourists' level of satisfaction with thermal tourism.