CHAPTER 24 ATTRIBUTES INFLUENCING CUSTOMER SATISFACTION IN TOURISM (original) (raw)
Short Abstract Attributes determining customer satisfaction is complex to understand in tourism. This is because tourism destinations offer a combination of product and services and satisfaction/ dissatisfaction usually occurs as a result of customer interactions with these components. A further challenge that complicates this understanding is that, in the 21 st century environment, not only tourists travel, but information also travels. Therefore, destination managers have to be quick in understanding online information in order to keep track of attributes guiding tourism satisfaction. With this as background, the aim of the chapter is to analyze attributes influencing customer satisfaction at a tourism destination. Mauritius is utilized as case study to explain customer satisfaction attributes of dolphin watching tourists. The implications are analyzed and lessons are drawn based on a given customer satisfaction model. The chapter is concluded with recommendations directed towards the improvement of destination attributes leading to the satisfaction of the discerning tourists.
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