Abstract
Achieving tourist satisfaction is one of the main goals of destinations, companies and managers in the field of tourism. To better understand this key concept, we have studied other associated constructs that we call antecedents and consequences, such as tourist motivations, quality of experience and loyalty to the destination. It was decided to achieve the proposed goals by conducting questionnaire surveys with non-resident tourists in Portugal over the three high tourist season months, which are regarded as June, July and August. The sample was collected in five of Portugal’s main historical centres, namely, Porto, Coimbra, Lisbon, Évora and Faro. With this study it was possible to confirm that the level of satisfaction of tourists, who visit historic centers in Portugal, is very high. It was also possible to verify the existing connection between the various constructs developed in the research, through the hypothesis test. Keywords: Tourist satisfaction; Tourist motivations; Quality of the experience; Loyalty to the destination.
Highlights
IntroductionSome authors (Aho, 2001; Brás, 2009; Ekinci, Dawes & Massey, 2008; Gutiérrez, 2005) have focused on examining the antecedents and consequences of tourist satisfaction and worked on the same constructs mentioned here
Some authors (Aho, 2001; Brás, 2009; Ekinci, Dawes & Massey, 2008; Gutiérrez, 2005) have focused on examining the antecedents and consequences of tourist satisfaction and worked on the same constructs mentioned here. They linked them with different stages of the tourist experience; tourist motivations emerge as an antecedent of satisfaction, as well as the quality of the experience; at a later stage, it is possible to evaluate loyalty to the destination through the intention to recommend and/or come back
This central concept is better understood if we study other constructs that are associated with it and which we call antecedents and consequences, depending on the phase in which they influence tourist satisfaction
Summary
Some authors (Aho, 2001; Brás, 2009; Ekinci, Dawes & Massey, 2008; Gutiérrez, 2005) have focused on examining the antecedents and consequences of tourist satisfaction and worked on the same constructs mentioned here. They linked them with different stages of the tourist experience; tourist motivations emerge as an antecedent of satisfaction, as well as the quality of the experience; at a later stage, it is possible to evaluate loyalty to the destination through the intention to recommend and/or come back. For example: AbuKhalifeh & Som (2012), the food and beverage departments of hotel chains; Agyeiwaah, Raymond, Dimache & Wondirad (2016), Hong Kong city; Ariffin, Nameghi & Soon (2015), the relationship between tourist satisfaction, national identity and hospitality; Barsky (1992), customer satisfaction in the hotel industry; Çetinkaya & Öter (2016), the role of interpreter-guides; Chen & Chen (2010), tourists interested in visiting heritage sites; Chen, Lin & Chiu (2016), the effect of advertising; Cong (2016), an empirical study in Vietnam; Devesa, Laguna & Palacios (2010), rural tourism; Faullant, Matzler & Fuller (2008), ski resorts in the Alps; Geva & Goldman (1991), guided tours; Han, Meng & Kim (2017), the bike-traveling phenomenon; Hosany & Whitham (2010), cruises; Hui, Wan & Ho (2007), in Singapore; Williams & Soutar (2009), adventure tourism
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