Prioritization of the Theme Park Satisfaction Criteria with Multi-Criteria Decision-Making Method: Level Based Weight Assessment Model

Abstract

The theme parks, whose number has increased rapidly since the end of World War II, are frequently visited by visitors who want to spend their leisure time in recent years. The theme parks, which are pioneers among entertainment centers with the development of the experience economy, should give importance to satisfaction to create competitive advantages in terms of visitor satisfaction. Satisfaction is a very key factor, especially in the competitive environment in the entertainment and tourism industry. So, entertainment and tourism businesses should determine well how to provide and measure satisfaction. This research focuses on identifying key criteria that affect theme park satisfaction. Satisfaction criteria were determined by using the literature and some contributions of the authors. The criteria were evaluated by asking the importance levels of the satisfaction criteria to the visitors who experienced the theme park. Level Based Weight Assessment (LBWA) Model, a new model, is used in multi-criteria decision-making methods in evaluating the determined criteria and determining the weight coefficients. With the findings of the study, the criteria that affect customer satisfaction were determined. To achieve long-term success and competitive advantage, it is necessary to focus on customer satisfaction criteria. Therefore, among the criteria determined, it is recommended that theme park managers should necessary to focus more on which criteria. This study presents results that should be taken into account in solving problems, improvement plans, and marketing strategies.