How cultural differences cause dimensions of tourism satisfaction

Turner, Lindsay W., Reisinger, Yvette and McQuilken, Lisa 2001, How cultural differences cause dimensions of tourism satisfaction, Journal of travel & tourism marketing, vol. 11, no. 1, pp. 79-101.

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Title How cultural differences cause dimensions of tourism satisfaction
Author(s) Turner, Lindsay W.
Reisinger, Yvette
McQuilken, Lisa
Journal name Journal of travel & tourism marketing
Volume number 11
Issue number 1
Start page 79
End page 101
Publisher Routledge
Place of publication London, England
Publication date 2001-03
ISSN 1054-8408
Keyword(s) cultural differences
tourism
satisfaction
service attributes
Summary This paper develops a conceptual model of the relationship between different cultural values and how they influence consumer satisfaction in the tourism industry. It is hypothesized that cultural differences manifest themselves in different levels of importance being placed upon different aspects of service, and the differences between the levels of importance and the actual service received cause differences in the levels of satisfaction. These hypotheses are tested using 269 independent samples of levels of importance and 411 independent samples of satisfaction of tourists from four cultural groups (Australian, USA/Canadian, Japanese, Mandarin speakers) who visited Melbourne, Australia in the period May-September, 1996. The analysis develops dimensions of importance and satisfaction separately for each cultural grouping, and uses structural equation modeling (Amos 3.6) to develop the causal model measuring the way in which importance of service dimensions cause dimensions of satisfaction. Conclusions from the analysis show little evidence of a causal relationship between importance of service quality attributes and satisfaction. However, significant differences are found between cultures for different levels of satisfaction resulting indirectly from differences in the importance and actual levels of service received.
Language eng
Field of Research 150599 Marketing not elsewhere classified
HERDC Research category C1 Refereed article in a scholarly journal
Copyright notice ©2001, Haworth Press
Persistent URL http://hdl.handle.net/10536/DRO/DU:30006436

Document type: Journal Article
Collection: School of History, Heritage and Society
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