The sample is almost equally composed of men and women, and of
first-time and repeat visitors. In total, 73.3% of the respondents were
independent travellers, and 23.5% were travelling on package tours.
Other demographic characteristics of the respondents, such as age
and education, do not appear to deviate in any significant way from
the population of interest. Table 1 shows the descriptive statistics of
the indicators for each construct. Across all sectors, the respondents’
evaluation of the variables is positive and the scores well above average.
Although, negatively worded, the same is true for the items relating to
complaint intentions. Reliability analysis helps to evaluate the level of
internal consistency of the measurements of the reflective constructs.
The indicators of the reflective constructs