A Mediation Model of Tourists' Repurchase Intentions for Packaged Tour Services

Abstract

Built on a structural equation model, this study examines the mutual relationships between tourists' perceived service quality, value, satisfaction and intentions to re-purchase packaged tour services from travel agents. A mediation model where tourist satisfaction is hypothesized as a key mediator of the relationships between perceived service quality and repurchase intentions, and between perceived value and repurchase intentions is developed and tested using a substantial dataset with a time span of nine consecutive years, available from a well-established regional consumer satisfaction survey. While previous literature suggests that quality perception imposes a direct effect on tourists' repurchase intentions, this study shows that such impact is fully mediated by tourist satisfaction. The mediating role of satisfaction is further supported by examining the direct/indirect effects of perceived value on tourists' repurchase intentions.

Green Production Associations Study between Brand Trust, Satisfactory Degree and Re-purchase Intention

“…Blackwell, Miniard and Engel (2001) [20] define satisfaction for customers after using the product, evaluate the consistency between the performance of the product and the purchase before the two, when the two are consistent, the customer will be satisfied. He and Song (2009) [21] use an example of the travel products provided by the traveler for the travel agency, confirm the relationship between the perceived service quality, the perceived value, the satisfaction and the purchase intention of the tourists. The result indicates that the purchase intention of the tourists will be directly affected by satisfaction.…”

The Effects of Travel Service Quality on Organization Perceived Value, Satisfaction and Word-Of-Mouth—A study in Ho Chi Minh City, Vietnam

“…In addition, customer satisfaction has been a familiar concept appearing in almost all studies toward customer behavior. In tourism context, satisfaction was considered as a main direct factor of loyalty (Salleh et al, 2014;Gallarza et al, 2013); in particular, customers who were satisfied with the tour would repurchase (He & Song, 2009) or/and recommend it to others (Chen C. & Chen F., 2010).…”

“…Most items were based on the literature reviews and adapted to the research context. Particularly, five independent variables of quality were adopted from Parasuraman et al (1988); WOM was adjusted from Harrison-Walker (2001); PERSEQUA and ORGSATIS were adapted from He and Song (2009).…”

Causas y consecuencias sociales de la satisfacción de los clientes con hoteles

“…Obviamente, esta controversia proviene, en el plano conceptual, de los debates anteriores sobre los posibles solapamientos conceptuales que existen entre el valor y la satisfacción (Woodruff, 1997;Oliver, 1999;Gallarza et al, 2011), lo que en su reflejo empírico ha derivado en un interés por propuestas alternativas a la cadena de efectos entre calidad-valor-satisfacción-lealtad (e.g. Petrick et al, 2001;Petrick y Backman, 2002;Petrick, 2004;Duman y Mattila, 2005;He y Song, 2009;Gallarza et al, 2013).…”

“…Duman y Mattila, 2005) o lo contrario (e.g. He y Song, 2009;Gallarza et al, 2013). No obstante, son mayoría los segundos, que contrastan empíricamente de manera positiva una cadena de efectos valor-satisfacción-lealtad.…”