Importance of destination image and customer satisfaction for new emerging destinations
An empirical research case from tourism development perspective
DOI:
https://doi.org/10.25145/j.pasos.2022.20.081Palabras clave:
Hotel, Imagen de destino, Satisfacción del cliente, Turista, Turismo patrimonial, AmasyaResumen
The current study purposed to focus on the importance of destination Image and customer satisfaction by conducting an empirical case study from Amasya Province, Turkey. Data for the present research work was obtained from a sample of domestic tourists in Amasya. Respondents self-administered the questionnaires. A total number of 100 usable questionnaires were obtained in the research location. For the statistical analyses, the current study has used SPSS Version 23 in conjunction with Partial Least Squares (PLS) regression. Based on the analysis, the majority of tourists seemed satisfied and had positive destination image. However this study showed that there are some points that should be developed such as tourism infrastructure, night life and entertainment environment, public transport transportation system, services for tourists and etc. Examining the factors constitutes destination image on a continuous basis is a critical issue for the new emerging destinations, so, in this regard the current work procures important implications in general. At the same time it contributes to the new theoretical knowledge.
Descargas
Citas
Association of Turkish Travel Agencies. (2020). Turkey and World Tourism Evaluation in the Covid-19 Process.
Aktepe, C., Baş, M. and Tolon, M., (2009). Customer relations management. Ankara: Detay Publishing.
Baloğlu, S. and McCleary, K. W. (1999). A Model of Destination Image Formation. Annals of Tourism Research, 26(4), 868-897.
Beerli, A. and Martin, J. D. (2004). Factors Influencing Destination Image. Annals of Tourism Research, 31(3), 657-681.
Chen, C. and Tsai, D. (2007). How Destination Image and Evaluative Factors Affect Behavioral Intentions? Tourism Management, 28, 1115- 1122.
Chi, C.G.Q. and Qu, H. (2008). Examining the Structural Relationships of Destination Image, Tourist Satisfaction and Destination Loyalty: An Integrated Approach. Tourism Management, 29(4), 624-636.
Chin, W. (1998). The partial least squares for structural equation modeling. In Marcoulides,G.A. (Ed.), Modern methods for business research (pp. 295-336). Erlbaum, Mahwah, NJ.
Çakmak, A.Ç. and Kök, İ.T. (2012). Destination Marketing and Survey for Destination Image of Safranbolu. Journal of Commerce and Tourism Education Faculty, 2, 80-101.
Echtner, C.M. and Ritchie, J.R.B. (2003). The Meaning and Measurement of Destination Image. The Journal of Tourism Studies, 14(1), 37- 48.
Field, A. (2000). Discovering Statistics using SPSS for Windows. London – Thousand Oaks – New Delhi: Sage publications.
Gallarza, Martina G., Irene Gil S., and Haydee C.G. (2002). Image Of The Destiny, Towards a Conceptual Frame. Annals Of Tourism Research In Spanish, 4(1), 37-62.
Goldman, H. (1997). Gaining Customers. İlgi Publishing: İstanbul.
Gustafsson, A., and Johnson, M.D. (2004). Determining attribute importance in a service satisfaction model, Journal of Service Research, 7(2), 124–141.
Hair, J.F., Anderson, R.E., Tatham, R.L. and Black, W.C. (1998). Multivariate Data Analysis. Upper Saddle River, NJ: Prentice-Hall.
Hair, J.F., Black, W.C., Babin, B. and Anderson, R.E. (2010). Multivariate Data Analysis, 7th Edition. Upper Saddle River, NJ, USA: Prentice-Hall.
Hair, J., Black, W., Babin, B. and Anderson, R. (2014). Multivariate data analysis (7th ed.). Upper Saddle. River, NJ: Prentice-Hall, Inc.
Hair, J.F., Hult, G.T.M., Ringle, C.M. and Sarstedt, M. (2017). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM), 2nd Ed., Sage, Thousand Oaks.
Hoskara, S.O. (2004). A Guide Book for Social Science Researchers. Famagusta: Eastern Mediterranean University, Faculty of Architecture.
Mack, N., Woodsong, C., MacQueen, K.M., Guest, G., and Namey, E. (2005). Qualitative research methods: a data collector’s field guide. Family Health International, North Carolina.
Mcdowall, S., and Choi, Y. (2010). Thailand’s destination image through the eyes of its citizens, International Journal of Hospitality and Tourism Administration, 11(3), 255-274.
Midilli, Ö. (2011), The Effect of Customer Satisfaction on Marketing in the Service Industry, Master Thesis, Kadir Has Üniversity , Graduate School of Social Science, İstanbul.
Middle Blacksea Development Agency (2015). Amasya Brand City Strategic Development Plan, URL: https://www.oka.org.tr.
Murphy, L. (1999). Australia’s Image as a Holiday Destination-Perceptions of Backpacker Visitors, Journal of Travel and Tourism Marketing, 8(3), 21-45.
Nadeau, J., Louise H., O’Reilly N. and Luk P. (2008). Destination in a Country Image Context. Annals of Tourism Research, 35(1), 84-106.
Özersin, U. (2019). The Impact of Gastronomy Tourism on Destination Image and Destination Choice: The Case of Çeşme (Doctoral Thesis). Dokuz Eylül University Graduate School of Social Science, İzmir.
Prayag, G. and Ryan, C. (2012). Antecedents of Tourists’ Loyalty to Mauritius: The role and Influence of Destination Image, Place Attachment, Personal Involvement, and Satisfaction. Journal of Travel Research, 51(3), 342-356.
Ringle, C.M., Sven, W. and Jan-Michael, B. (2015). SmartPLS 3. Bönningstedt: SmartPLS.
Roig, E.M. and Clavé, S.A. (2016). Perceived Image Specialisation In Multiscalar Tourism Destinations. Journal of Destination Marketing and Management, 5, 202-213.
Sarıipek, S. Çevik, S. and Saçılık M.Y. (2019). The Effect of Destination Image Perception on Satisfaction and Destination Loyalty: The Case of Erdek. The Journal of International Social Research, 12(6), 1231-1240.
Shirazi, F.M. and Som, A.P.M. (2013). Relationship Marketing and Destination Loyalty: Evidence from Penang, Malaysia. International Journal of Management and Marketing Research, 6(1), 95-106.
Sonnleitner, K. (2011). Destination Image and Its Effects on Marketing and Branding A Tourist Destination, Unpublished Master Thesis, Södertörn University, School of Business Studies.
Stylidis, D. and Cherifi, B. (2018). Characteristics of Destination Image: Visitors and Non-Visitors’ Images of London. Tourism Review, 73(1), 55-67.
Şen, A. and Şit, M. (2015). Role and Importance of Tourism Receipts ın Turkish Economy. Role and Importance of Tourism Receipts in Turkish Economy. Dicle Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 5(8) 30–45.
Tabachnick, B.G. and Fidell, L.S. (2007). Using Multivariate Statistics; Allyn and Bacon/Pearson Education: Boston, MA, USA.
Türk, M. (2005). The Relationship Between Customer Satisfaction and Behavioral Characteristics of the Personnel in the Retailer Firms, Süleyman Demirel Üniversity. Journal of the Faculty of Economics and Administrative Sciences, 10(1), 195-219.
T.R. Ministry of Culture and Tourism (2018). Turizm İst Tourism Statistics-June 2019 Border Bulletin, URL: https://yigm.ktb.gov.tr/TR-9851/turizm-istatistikleri.html.
T.R. Ministry of Culture and Tourism (2007) Turkey Tourism Strategy 2023 Action Plan 2007-2013, URL:https://www.ktb.gov.tr/Eklenti/906,ttstratejisi2023pdf.pdf?0.
Ueltschy, L.C., Laroche, M., Eggert, A. and Bindl, U. (2007). Service Quality and Satisfaction: An International Comparison of Professional Services Perceptions. Journal of Services Marketing, 21(6), 410-423.
Ünal, A. and Çakır G. (2020). A Research on Determining The Role of Destination Image on Destination Selection Decisions of Tourists: The Case of Kaş. Journal of Social Sciences of Mus Alparslan University, 8(2) 395–403.
World Tourism Organization (UNWTO). (2013). Tourism Highlights, UNWTO World Tourism Barometer, Madrid, Spain.
Yazıcıoğlu, İ. and Akbulut, B. A. (2015). Analysis of Ankara as a Touristic Destination in Terms of Its Cognitive and Affective Image Components. Journal of Tourism and Gastronomy Studies, 3(3), 136-144.
Zairi, M. (2000). Managing Customer Satisfaction: A Best Practice Perspective. The TQM Magazine, 12(6), 389-394.
Zengin, B., Öztürk, E. and Salha, H. (2014). Evaluation of the Alternative Tourism Potential of Amasya Province, Namık Kemal University Institute of Social Sciences, No 06.
Descargas
Publicado
Cómo citar
Número
Sección
Licencia
Derechos de autor 2022 mustafa daskin, Kenan Pala
Esta obra está bajo una licencia internacional Creative Commons Atribución-NoComercial-SinDerivadas 4.0.
Confirmo que el trabajo es original (de mi/nuestra autoría), y que no se someterá a otras revistas o publicaciones hasta la resolución definitiva del proceso de revisión en PASOS, RTPC.
Autorizo la publicación de mi trabajo por PASOS, RTPC de acceso abierto y gratuito en cualquiera de los formatos que estime oportunos, por un plazo indeterminado y a título de colaboración no remunerada.
Asimismo, el/los autor/es entiende/n que el trabajo publicado podrá vincularse o depositarse en cualquier servidor o ser incluido en otras publicaciones (republicación), siempre y cuando el nuevo lugar y/o la nueva edición referencie la publicación original y reconozca la autoría y la propiedad del copyright de las publicaciones de PASOS RTPC.
Los/as autores/as entienden que se realizará una comprobación de plagio-autoplagio, pudiendo retirarse el artículo en cualquier momento del flujo editorial
