Tourist satisfaction has become an increasingly
important topic for destination
management organisations because it serves as a reliable yardstick to assess overall
performance. A good understanding of tourist
satisfaction levels, as well as the dynamic
changes in these levels, benefit ts not only the
service industries that focus on inbound tourism,
but also the government regulators and private
investors that have a vested interest in the
development of a high-quality tourism infrastructure.
Improving tourist satisfaction levels
is likely to contribute to an enhanced reputation
for both service providers and the destination
as a whole. In addition, consumer studies indicate
that an improvement in these satisfaction
levels may contribute to increased consumer
loyalty, reduced price elasticities, a lower cost
of future transactions and improved productivity
(Anderson et al., 1994; Swanson and Kelley,
2001).