Satisfaction, motivation, loyalty and segmentation of tourists in World Heritage cities



Palabras clave:

Motivation, Segmentation, Satisfaction, Loyalty, Cordoba, Spain


This paper presents research that deals with the study of the motivation, satisfaction and loyalty of tourists visiting the city of Cordoba, Spain, a World Heritage Site. For this, the results of a study carried out on tourists during their stay in the city are presented. The study identifies two motivational dimensions in connection with the visit: one cultural and the other multi-motivational, which includes a variety of reasons such as gastronomy and pleasure-seeking. Additionally, also analysed in this research is how the motivation for visiting the city leads to tourists having greater satisfaction with their visit and more loyalty to that tourist destination.



Los datos de descargas todavía no están disponibles.


Abuamoud, I.N., Libbin, J., Green, J. & Alrousan, R. 2014. Factors affecting the willingness of tourists to visit cultural heritage sites in Jordan. Journal of Heritage Tourism, 9 (2), 148-165. Alonso, A.D., Sakellarios, N. & Pritchard, M. 2015. The theory of planned behaviour in the context of cultural heritage tourism. Journal of Heritage Tourism, 10(4), 399-416. Antón, C., Camarero, C. & Laguna-García, M. 2017. Towards a new approach of destination royalty drivers: satisfaction, visit intensity and tourist

motivation. Current Issues in Tourism, 20(3), 238-260.

Aziz, Y.A., Rahman, A.A., Hassan, H., & Hamid, S.H. 2015. Exploring the Islamic and halal tourism definition. Hospitality and Tourism 2015: Proceedings of HTC 2015 (Malacca, Malaysia, 2-3 November 2015), 139.

Baker, D.A. & Crompton, J.L. 2000. Quality, satisfaction and behavioural intentions. Annals of Tourism Research, 27 (3), 785-804.

Barroso, C., Martín, E. & Martín, D. 2007. The influence of market heterogeneity on the relationship between a destination’s image and tourists’ future behaviour. Tourism Management, 28, 175-187.

Bigné, J.E., Sánchez, M.I., & Sánchez, J. 2001. Tourism image, evaluation variables and after purchase behavior: Inter-relationship. Tourism Management, 22, 607-616.

Breakey, N.M. 2012. Studying World Heritage visitors: The case of the remote Riversleigh Fossil Site. Visitor Studies, 15 (1), 82-97.

Chen, C. & Tsai, D. 2007. How destination image and evaluative factors affect behavioural intentions? Tourism Management, 28, 1115-1122.

Chen, C. & Chen, F.S. 2009. Experience quality, perceive value, satisfaction, and behavioral intentions for heritage tourists. Tourism Management, 31(1), 29-35.

Chen, C. & Chen, F. 2010. Experience quality, perceived value, satisfaction and behavioural intentions for heritage tourists. Tourism Management, 31, 29-35.

Chi, C.G.Q & Qu, H. 2008. Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach. Tourism Management, 29(4), 624-636.

Correia, A.; Kozak, M. & Ferradeira, J. 2013. From tourist motivations to tourist satisfaction. International Journal of Culture, Tourism and Hospitality Research, 7(4), 411-424.

Crompton, J.L. 1979. Motivations for pleasure vacation. Annals of Tourism Research, 6(4), 408-424.

Cronin, J.J.; Brady, M.K. & Hult, T.M. 2000. Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2), 193-218.

Devesa, M., Laguna, M. & Palacios, A. 2010. The role of motivation in visitor satisfaction: Empirical evidence in rural tourism. Tourism Management, 31(4), 547-552.

Di Giovine, M.A. 2009. The heritage-scape. UNESCO, World Heitage, and tourism. Nueva York: Lexington Book.

Finn, M., Elliott-White, M. & Walton, M. 2000. Tourism and leisure research methods: Data collection, analysis and interpretation. Harlow: Pearson Education.

Landorf, C. 2009. Managing for sustainable tourism: A review of six cultural World Heritage sites. Journal of Sustainable Tourism, 17(1): 53-70

Lee, C.K., Lee, Y.K. & Wicks, B. 2004. Segmentation of festival motivation by nationalty and satisfaction. Tourism Management, 25(1), 61-70.

McKercher, B. & Du Cros, H. 2003. Testing a cultural tourism typology. International Journal of Tourism Research, 5 (1), 45-58.

McKercher, B. & Du Cros, H. 2006. Culture, heritage and visiting attractions. In Buhalis, D. and Costa, C. (eds., pp. 211-219), Tourism business frontiers: Consumers, products, and industry. Elsevier Butterworth Heinemann, Amsterdam.

Nguyen, T.H.H. & Cheung, C. 2014. The classification of heritage visitors: a case of Hue City, Vietnam. Journal of Heritage Tourism, 9(1), 35-50.

Nyaupane, G.P. & Andereck, K.L. 2014. Visitors to cultural heritage attractions: An activity-based integrated typology. Tourism Culture & Communication, 14(1), 17-26.

Oliver, R.L. 1997. Satisfaction. A behavioral perspective on the consumer. New York:

Irwin/McGraw-Hill. Oppermann, M. 2000. Tourism Destination Loyalty. Journal of Travel Research, 39 (1), 78-84.

Park, H.Y. 2014. Heritage tourism. London: Routledge.

Pearce, P.L. 1982. Perceived changes in holiday destinations. Annals of Tourism Research, 9 (2), 145-164.

Poria, Y., Butler, R. & Airey, D. 2003. The core of heritage tourism. Annals of Tourism Research, 30, 238-254.

Prayag, G. & Ryan, C. 2011. The relationship between the push and pull factors of a tourist destination: the role of nationality-an analytical qualitative research approach. Current Issues in Tourism, 14 (2), 121-143.

Remoaldo, P.C., Vareiro, L., Ribeiro, J.C. & Santos, J.F. 2014. Does gender affect visiting a World Heritage Site?. Visitor Studies, 17 (1), 89-106.

Saipradist, A. & Staiff, R. 2007. Crossing the cultural divide: Western visitors and Interpretation at Ayutthaya World Heritage Site, Thailand. Journal of Heritage Tourism, 2 (3), 211-224.

San Martín, H. & Rodríguez del Bosque, I. 2010. Los factores estímulo y personales como determinantes de la formación de la imagen de marca de los destinos turísticos: un estudio aplicado a los turistas que visitan un destino vacacional. Cuadernos de Economía y Dirección de la Empresa, 13(43), 37-63.

San Martín, H., Collado, J. & Rodríguez del Bosque, I. 2013. An exploration of the effects of past experience and tourist involvement on destination loyalty formation. Current Issues in Tourism, 16(4), 327-342.

Silberberg, T. 1995. Cultural tourism and business opportunities for museums and heritage sites. Tourism Management, 16(5), 361-365.

Su, M.M., & Wall, G. 2011. Chinese research on World Heritage Tourism. Asia Pacific Journal of Tourism Research, 16 (1), 75-88.

UNESCO 2013. Operational guidelines for the implementation of the world heritage convention. Retrieved from:

Vong, L.T.-N. & Ung, A. 2012. Exploring critical factors of Macau´s Heritage tourism: what heritage tourists are looking for when visiting the city´s iconic heritage site. Asia Pacific Journal of Tourism Research, 17 (3), 231-245.

Yoon, Y. & Uysal, M. 2005. An examination of the effects of motivation and satisfaction on destination loyalty: a structural model. Tourism Management, 26 (1), 45-56.

Yuan J. & Jang, S. 2008. The effects of quality and satisfaction on awareness and behavioral intentions: exploring the role of a Wine festival. Journal of Travel Research 46 (1), 279-288.

Yuksel, A., Yuksel, F. & Bilim, Y. 2009. Destination attachment: Effects on costumer satisfaction and cognitive, affective and conative loyalty. Tourism Management, 31 (2), 274-284.



Cómo citar

López-Guzmán, T., Pérez Gálvez, J. C., & Muñoz-Fernández, G. A. (2018). Satisfaction, motivation, loyalty and segmentation of tourists in World Heritage cities. PASOS Revista De Turismo Y Patrimonio Cultural, 16(1), 73–86.