Detecting Visitors' Satisfaction Enhancers: A Case of Polish Winter Sport Destinations

• Autorzy: Michał Żemła

Warianty tytułu

Rozpoznanie czynników podnoszących poczucie satysfakcji u odwiedzających polskie ośrodki sportów zimowych

• Języki publikacji: EN

Abstrakty

EN

Presented paper is devoted to the topic of product quality and customer satisfac-tion on the service market. However it is not an another argument in the dispute on mutual relations between those two. Its purpose is detecting of factors increasing and decreasing level of perceived quality and satisfaction. The survey was conducted with usage of importance-performance analysis implemented to winter sports destinations. The time spent queuing was identified as the most important factor enhancing high quality evaluation.(original abstract)

Zaprezentowany artykuł poświęcony jest tematyce jakości produktu i satysfakcji nabywcy na rynku usługowym, jednak nie jest zaprojektowany jako kolejny głos w debacie dotyczącej wzajemnych relacji tych dwóch kategorii i właściwych metod ich pomiaru. Istotą artykułu jest natomiast dogłębne rozpoznanie czynników podnoszących i obniżających postrzeganą jakość i poczucie satysfakcji. Badanie przeprowadzono za pomocą metody importance-performance analysis (IPA) zastosowanej w odniesieniu do polskich ośrodków sportów zimowych. Jako główny czynnik przyczyniający się do wysokiej oceny jakości produktu danego ośrodka zidentyfikowana została długość cza-su spędzonego w kolejce do wyciągów.(abstrakt oryginalny)

Słowa kluczowe

EN

Tourism services market; Customer satisfaction; Product quality; Tourist product; Sport

PL

Rynek usług turystycznych; Satysfakcja klienta; Jakość produktu; Produkt turystyczny; Sport

• Czasopismo: Zeszyty Naukowe Uniwersytetu Szczecińskiego. Ekonomiczne Problemy Turystyki
• Rocznik: 2012
• Numer: nr 1(17)
• Strony: 327--342

Twórcy

autor

Michał Żemła

• Katowice School of Economics, Poland

Bibliografia

• C. Ryan, G. Casseford, Developing a visitor satisfaction monitoring methodology: Quality gaps, crowding and some results, "Current Issues in Tourism" 2003, vol. 6, No. 6.
• H. Oh, Revisiting importance-performance analysis, "Tourism Management" 2001, vol. 22.
• C.J. Easingwood, D.C. Arnott, Priorities in service marketing, "International Journal of Service Industry Management" 1991, vol. 2, No. 2, pp. 59-75.
• A.L. Dolinsky, Considering the Competition in Strategy Development: An Extension of Importance-Performance Analysis, "Journal of Health Care Marketing" 1991, vol. 11, No. 1.
• M. Fuchs, K. Weiermair, New perspectives of satisfaction research in tourism destina-tions, "Tourism Review" 2003, vol. 58, No. 3.
• J.K. Eskildsen, K. Kristensen, Enhancing importance-performance analysis, "Internation-al Journal of Productivity and Performance Management" 2006, vol. 55, No. 1.
• S. Hudson, G.W.H. Shephard, Measuring Service Quality at Tourist Destinations: An Application of Importance-Performance Analysis to an Alpine Ski Resort, "Journal of Travel and Tourism Marketing" 1998, vol. 7, No. 3.
• S. Hudson, P. Hudson, G. Miller, The Measurement of Service Quality in the Tour Operating Sector: A Methodological Compari-son, "Journal of Travel Research" 2004, No. 42.
• F. Go, W. Zhang, Applying Importance-Performance Analysis to Beijing as an International Meeting Destination, "Journal of Travel Research" 1997.
• H.Q. Zhang, I. Chow, Application of importance-performance model in tour guides‟ performance: the evidence from mainland Chinese outbound visitors in Hong-Kong, "Tourism Management" 2004, vol. 25, No. 1.
• J.A. Mazanec, A. Zins, Alpine winter tourists and guests satisfaction - an exploration of the typological relationships, in: Alpine Tourism. Sustainability Reconsidered and Redesigned, ed. K. Weiermair, University of Innsbruck, Innsbruck 1996.
• M. Fuchs., K. Weiermair, Destination benchmarking: an indicator-system‟s potential for exploring guest satisfaction, "Journal of Travel Research" 2004, vol. 42, No. 1.
• J. Lee, A.R. Graefe, R.C. Burns, Service Quality, Satisfaction, and Behavioral Intention Among Forest Visitors, "Journal of Travel and Tourism Marketing" 2004, vol. 17, No. 1, p. 74.
• A. Parasuraman, V. Zeithaml, L. Berry, SERVQUAL: A Multiple-Item Scale for Measur-ing Consumers Perception of Service Quality, "Journal of Retailing" 1988, No. 64.
• A. Parasuraman, V. Zeithaml, L. Berry, Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implication for Further Research, "Journal of Market-ing" 1994, vol. 49, No. 4, p. 121.
• R. Oliver, A Cognitive Model of the Antecedents and Consequences of Satisfaction Deci-sions, "Journal of Marketing Research" 1980.
• G.R. Fick, B.R. Ritchie, Measuring Service Quality in the Travel and Tourism Industry, "Journal of Travel Research" 1991, No. 29.
• B. Snoj, D. Mumel, The Measure-ment of Perceived Differences in Service Quality - The Case of Health Spas in Slovenia, "Journal of Vacation Marketing" 2002, vol. 8, No. 4.
• J. Cronin, S. Taylor, SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perception-Minus-Expectation Measurement of Service Quality, "Journal of Marketing" 1994, No. 58.
• J. Tribe, T. Snaith, From SERVQUAL to HOLSAT: Holiday Satisfaction in Varadero, Cuba, "Tourism Management" 1998, vol. 19, No. 1.
• M. Żemła, Application of Importance-Performance Perception Maps in Major Polish Ski Resorts‟ Product Quality Analysis, "Hotellink" 2005, vol. 6, No. 6.
• M. Woods, J. Deegan, A Warm Welcome for Desti-nation Quality Brands: The Example of the Pays Cathare Region, "International Journal of Tour-ism Research" 2003, No. 5.
• F. Go, R. Govers, Integrated Quality Management for Tourist Destination: A European Perspective on Achieving Competitiveness, "Tourism Management" 2000, vol. 21, No. 1.
• J.A. Martilla, J.C. James, Importance-Performance Analysis, "Journal of Marketing" 1977, vol. 41, No. 1.
• T. Gherissi-Labben, A. Mungall, Competitiveness of Swiss Alpine destinations in summer season; a client satisfaction approach, "Tourism Today Fall" 2004.
• R. Tsiotsou, Using visit frequency to segment ski resort customers, "Journal of Vacation Marketing" 2005, vol. 12, No. 1.
• A. Flagestad, C.A. Hope, Strategic success in winter sports destinations: a sustainable value creation perspective, "Tourism Management" 2001, vol. 22, No. 2, p. 449.