. Conclusions
The first issue that the results of this study point to is the need to reconsider the usual structure of tourist satisfaction surveys, for a number of reasons. First of all, because these types of surveys primarily focus on the positive attributes of the destination, which are usually associated with the very reasons that spur the tourist to select the destination. As a result, the researcher remains unaware of the tourist’s opinion of the destination’s other features, including negative characteristics or those that are not associated with the reasons for the selection of the vacation spot. The results of this study illustrate that tourists evaluate the attributes of a destination differently, depending on whether the survey elicits an opinion relating to a dimension of satisfaction or whether it focuses on a dimension of dissatisfaction. The statistical analysis performed shows a marked lack of concordance between the two types of evaluations. The discrepancies detected between the tourists’ “positive” and “negative” evaluations point to the need for further research, so as to better understand the reasons why people assess things differently according to how the question is posed. Does this problem have to do with the form or scale of the questions? Does such information pertain to critical incidents? Or is it that we must accept the fact that the concept of satisfaction is not one-dimensional and that satisfaction and dissatisfaction are not necessarily extremes of a single continuum?
. ConclusionsThe first issue that the results of this study point to is the need to reconsider the usual structure of tourist satisfaction surveys, for a number of reasons. First of all, because these types of surveys primarily focus on the positive attributes of the destination, which are usually associated with the very reasons that spur the tourist to select the destination. As a result, the researcher remains unaware of the tourist’s opinion of the destination’s other features, including negative characteristics or those that are not associated with the reasons for the selection of the vacation spot. The results of this study illustrate that tourists evaluate the attributes of a destination differently, depending on whether the survey elicits an opinion relating to a dimension of satisfaction or whether it focuses on a dimension of dissatisfaction. The statistical analysis performed shows a marked lack of concordance between the two types of evaluations. The discrepancies detected between the tourists’ “positive” and “negative” evaluations point to the need for further research, so as to better understand the reasons why people assess things differently according to how the question is posed. Does this problem have to do with the form or scale of the questions? Does such information pertain to critical incidents? Or is it that we must accept the fact that the concept of satisfaction is not one-dimensional and that satisfaction and dissatisfaction are not necessarily extremes of a single continuum?
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