Metin Kozak

Tourist Satisfaction with Mallorca, Spain, as an Off-Season Holiday Destination

A number of research studies have investigated tourist satisfaction with mass tourism destinations, particularly during the peak (summer) season. However, there has been limited investigation of tourist satisfaction with off-season holiday destinations. This article reports the findings of a study to determine destination attributes critical to the over-all satisfaction levels of tourists visiting Mallorca, Spain, during the winter season. Their future holiday intentions also are investigated. Findings are analyzed, and implications and limitations are discussed.

COMPARATIVE ANALYSIS OF TOURIST MOTIVATIONS BY NATIONALITY AND DESTINATIONS

The objectives of this research were to determine if motivational differences existed between tourists from the same country visiting two different geographical destinations and across those from two different countries visiting the same destination. The analysis of findings was based upon ‘pull’ and ‘push’ motivations of 1872 British and German tourists visiting Mallorca and Turkey in the summer of 1998. A series of cross-tabulations were conducted to test for differences between sub-samples of respondents and self-reported motivations. Content analysis was employed to process qualitative data. Factor analysis and a series of independent ttests were used to evaluate quantitative data. Findings demonstrated that some tourist motives differed between nationalities and place visited. r 2002 Elsevier Science Ltd. All rights reserved.

Repeaters' behavior at two distinct destinations

Abstract This paper proposes a model of multiple relationships among tourist satisfaction, previous visits, and behavioral intention to revisit. The results of an empirical test of the model, based on data collected from Britons visiting Spain and Turkey, are presented, with the difference between a mature and a less-developed destination examined. Although the impact of overall satisfaction is consistent, some factors differed between the two destinations, with the level of overall satisfaction and the number of previous visits considerably influencing intentions for repeat visits. This relationship is stronger for mature destinations than for their counterparts. Implications of the findings for theory, destination marketing, understanding competitiveness, and future research are discussed.

Measuring tourist destination competitiveness: conceptual considerations and empirical findings

Abstract This study presents a method of establishing competitiveness sets for international tourist destinations by using both quantitative (hard data) and qualitative (soft data) data collection. Discussion of findings is based on the analysis of survey data collected from British tourists visiting Turkey in the summer of 1998. Findings revealed that Mediterranean destinations were direct competitors of Turkey in summer tourism. Destination attributes which the sample population liked and complained about across the competitive set are presented and used to assess comparative competitive positions. Methodological issues and limitations are also discussed.

Comparative assessment of tourist satisfaction with destinations across two nationalities

Abstract This study attempts to present the findings of a self-administered survey carried out among 1872 British and German tourists visiting Mallorca and Turkey in the summer of 1998. The prime objective of the study is to determine whether there are differences between satisfaction levels of two nationalities visiting the same destination. In order to test whether findings vary between locations, the survey was administered in two destinations. The analysis of findings indicated that British tourists were more likely to be satisfied with almost all individual attributes than German tourists. In the light of empirical findings and observations, theoretical and practical implications are discussed and obstacles of comparative research dealing with the measurement of tourist satisfaction presented.

Destination brands vs destination images: Do we know what we mean?

A review of the literature on branding in general, and on destination branding more specifically, raises several questions about the branding of tourist destinations. What is clear is that confusion exists in the concept of ‘brand’ in the tourist destination context. This panel study was designed to explore how experts perceive the meaning of destination branding and its main characteristics. Five propositions were developed and explored in regards to the lack of clear definition of destination brand, the confusion between brand and image, the lack of conception of similarities and differences between branding for consumer products and tourist destinations, the difficulty of identifying one symbol for countries, and the lack of commonly-known brands of tourist destinations. This article then proposes a model of branding and its ramifications in the tourism destination context, as well as providing several methodological, theoretical and practical implications.

Benchmarking: destination attractiveness and small hospitality business performance

Examines the role of benchmarking within the small hospitality sector. Argues that there is considerable potential for improving service quality by this means, not only in the small businesses themselves, but also in tourist destinations, which often depend heavily on this sector. While benchmarking activity is growing in large organizations, there has been limited application among small hospitality businesses. Examines the reasons for this, and discusses how benchmarking, linked to external awards and grades, can offer advantages and bring about improvements in competitiveness for both small hospitality businesses and destinations. Consumers also benefit through clearer indication of the service likely to be offered, so that their service expectations are more likely to correspond with performance, and their satisfaction with the destination to be increased. Argues that external benchmarking needs to be directed by local authorities, so that it matches the destination’s planned strategic development.

The role of food service in tourist satisfaction.

Abstract The paper is based on empirical investigation carried out amongst a 341-sample population visiting the Black Sea resorts of Romania in August 1997. The purpose of the study was to investigate the role and importance of food service in tourist satisfaction and to note any differences in satisfaction levels between regional groups. Analysis of the findings revealed that significant differences existed between three tourist groups’ satisfaction perceptions of value for money, quality of food, number of dishes, standard of food service, variety of dishes, presentation of food and speed of service in general; and of bread, coffee, meat and soup in particular. Overall results further indicated that quality of food, value for money, variety of dishes, attractiveness of surroundings and presentation of food were the attributes that most affected the overall food service experience in Romania. The paper concludes that food service is an important contributor to tourist satisfaction and that there are significant differences in satisfaction levels with food service between eastern and western European, and Romanian tourists.

Destination benchmarking: concepts, practices and operations.

Overview of benchmarking theory towards destination benchmarking measures of destination benchmarking generic destination benchmarking destination benchmarking methodology features and limitations.

Quality Certification in the Hospitality Industry: Analyzing the Benefits of ISO 9000

The quality-accreditation process known as ISO 9000, a longtime standard for manufacturers in over 90 countries, is gradually being adopted by hospitality companies. A survey of 34 ISO 9000-certified hospitality operators in the UK found mixed opinions regarding the benefits stemming from that accreditation. Studies in other industries suggest that certification should help a company improve operations, strengthen marketing, and boost staff morale. Although this survey also found that accredited hospitality organizations likely will gain operational benefits, the hoteliers reported a lesser likelihood of gaining marketing and human-resources benefits. Since ISO 9000 is based on formalizing operating processes, it makes sense that documenting those processes will return operational benefits. Benefits in human resources, however, can be achieved only if employees participate in the documentation process. It is likely that an increasing number of hospitality companies will choose ISO accreditation. This study indicates, however, that the ISO certification does not confer automatic marketing advantages to the companies that earn it.