Search results for "Consumer satisfaction"
showing 10 items of 24 documents
Emotions and visitors’ satisfaction at a museum
2014
Purpose – This research aims to investigate whether emotions can be considered as a suitable variable to segment visitors at a museum. Furthermore, it seeks to analyse whether emotions influence visitor satisfaction and whether this depends on objective variables (such as age, gender and level of education) or not. Design/methodology/approach – A structured questionnaire was developed and data were collected at the National Museum of Archaeology “G.A. Sanna” in Sardinia (Italy) via 410 face-to-face interviews. Hierarchical and non-hierarchical cluster analyses and a series of chi-squared tests were run for the purpose of the study. Findings – Two segments were identified. The cluster with …
La calidad percibida de los servicios deportivos: diferencias según instalación, género, edad y tipo de usuario en servicios náuticos. (The perceptio…
2008
En el ambito de la gestion deportiva, la calidad de losservicios deportivos y la satisfaccion de los usuarios es un area de gran desarrollo. Este trabajo pretende determinar el grado de calidad percibida en unos servicios deportivos de caracter publico como son unas escuelas de actividades nauticas. Para ello se analizaron 2375 usuarios de estas escuelas que contestaron un cuestionario sobre calidad de servicio percibida y satisfaccion con el servicio recibido. La escala de calidad percibida utilizada determino diez dimensiones de calidad: las clases, el tiempo libre, el entorno nautico, los horarios, la comida, el material nautico, la comida complementaria, la conserjeria, la limpieza y la…
Satisfaction and Destination Loyalty
2005
ABSTRACT First-time and repeat tourists engage in different tourism experience with a destination. Based on previous studies, the main purpose of this research is to investigate how tourists' previous experience with a tourist destination influences on the satisfaction evaluation, destination loyalty and destination attractiveness. An empirical study is carried out among 806 tourists visiting Calpe, a Spanish tourist destination, in the summer of 2000. Research findings evidence that the level of satisfaction and the number of past visits considerably influence tourists' intentions to make repeat visits.
How emotional response mediates servicescape impact on post consumption outcomes: An application to opera events
2020
Abstract The purpose of this study is to examine how emotions mediate the impact of a holistic servicescape -physical and social- on post-consumption outcomes in the performing arts. Partial Least Square (PLS) was conducted to test the mediation hypothesized relationships on a sample of 867 opera goers. The proposed research model was largely supported by the evidence, and the mediating role of emotions was confirmed. Servicescape influences direct and indirectly attendees' post consumption in opera given that emotions play a partial mediating role which is greater in the case of positive emotions. Based on the results, this study offers specific theoretical and managerial implications conc…
‘Tour me onshore’: understanding cruise tourists’ evaluation of shore excursions through text mining
2018
ABSTRACTThe aim of this paper is to shed light on the elements underlying cruise tourists’ evaluation of shore excursions, approaching them as an interaction of expressive and instrumental components.To fulfil the aim of the investigation, a thematic content analysis of 1296 online reviews was conducted using the text-mining software Leximancer. The results of the study revealed that cruise visitors with different overall satisfaction with their guided tour focus the narrative of their opinion on different tour attributes. Thus, the dominant themes of the cruise passengers delighted with their tour included the performance of the tour guide, the arrangement of the tour, as well as the cruis…
Comportamiento del consumidor en la co-creación de valor y su relación con la satisfacción en el entorno universitario: una aplicación a la Universid…
2016
Aportes académicos señalan que el consumidor es el actor más importante en la co-creación de valor, pero pocos estudios se han centrado en descubrir y comprobar la influencia de los compor- tamientos del consumidor que co-crea valor en su satisfacción. En consecuencia, en este artículo se contrasta esta relación en el contexto universitario, para lo cual se plantea un modelo relacional con las variables: comportamiento del consumidor en la co-creación de valor y satisfacción. Dicho modelo se aplicó a una muestra representativa de estudiantes de una universidad colombiana. Los resultados evidencian algunas relaciones positivas. La contribución teórica del estudio radica en que esta es la pri…
El efecto de la experiencia de servicio emocional en las intenciones futuras del usuario de centros deportivos
2016
El presente trabajo analiza la influencia que tienen los aspectos emocionales en las intenciones futuras de los usuarios de centros deportivos. A través de una muestra compuesta por 512 usuarios de tres instalaciones deportivas privadas y diversas escalas adaptadas de valor percibido, satisfacción general, intenciones futuras y emociones, se realiza un análisis de consistencia interna de dichas escalas, un descriptivo de media y desviación estándar, análisis de correlación de Pearson y una regresión lineal múltiple. Los resultados mostraron que las escalas utilizadas eran fiables y la valoración de los usuarios fue alta en cuanto a la satisfacción y la experiencia emocional con el servicio.…
Conscientiousness, self‐determination, and satisfaction in soccer academies: A longitudinal perspective
2009
Abstract The aim of this study was to evaluate from a longitudinal perspective the relationships between conscientiousness, soccer and school self‐determination, and satisfaction in soccer academies. Newly recruited French soccer athletes responded to satisfaction and self‐determination measures three times, once every four months, and to conscientiousness measure in Time 2. Results showed that soccer self‐determination of trainees decreased and that its relationship with satisfaction was stronger over time. Moreover, results indicated that the relationship between trainee conscientiousness and satisfaction depends on the level of soccer self‐determination (S S‐D); when it was relatively hi…
Information and communication technology in retailing: A cross-industry comparison
2009
Abstract Information technology (IT) may represent a source of competitive advantage for businesses in general and for retailers in particular. However, there is debate in the literature over the usefulness of investing in technology. This paper aims at analyzing the relationship between consumers’ perception on the use of information and communication technology by the retailer and consumer satisfaction with retailer technologies. Results support the need to restrict the investment in IT to what is strictly necessary, although there are significant differences according to retailer activity.
Exploring the relationship between co-creation and satisfaction using QCA
2016
Abstract Customer behavior is one of the key components of value co-creation. Several authors believe that co-creation generates satisfaction. However, few studies exist that focus on that relationship. This study explores the relationship between value co-creation and customer satisfaction in spa services through a fuzzy-set qualitative comparative analysis (fsQCA). QCA analysis allows exploring the relations between the variables. The main contribution of this article is going beyond identifying the concrete co-creation variables that relate to satisfaction. The sample consists of hotel clients that use the spa service.