Empirical evidence of tourist satisfaction and loyalty in the case of Bucharest—A partial least squares structural equation modelling approach

Abstract

Tourist satisfaction (TS), tourist loyalty (TL), the decision to revisit a destination and the choice to recommend it to acquaintances can have a decisive influence on inbound tourist flows. These influencing factors are closely related to tourist behaviour.The main objective of this study was to investigate TS and loyalty of both foreign and Romanian tourists in Bucharest, by testing under-examined and new variables. The hypotheses and conceptual research model were based on the following antecedents and consequences of TS: tourists' expectations and travel motivations (TEM), destination authenticity and infrastructure quality, destination safety (DS), tourists' emotions (TE) and TL. The analysis was unique in testing the effect of novelty-seeking tourists' desire to extend their stay on their expectations and motivations. The mediating effect of TE on the relationship between satisfaction and loyalty was also tested for the first time. Data were collected using a 24-item online questionnaire. The data were modelled with partial least squares structural equation modelling. Based on 122 valid responses processed with SmartPLS software, the results confirm most of the research hypotheses. The findings reveal that tourists' desire to extend the length of stay on their expectations and motivations has the highest statistical contribution to TEM. Furthermore, a statistically insignificant relationship between DS and TS was identified.The findings are useful for all stakeholders of tourism development in Bucharest.

Examining the relationship between online distribution channels and tourist satisfaction and loyalty

“…Another example is the tourists' emotions variable. Although it is not a key element in the prediction of satisfaction, as shown in the study by Loureiro & Kastenholz (2011) that analysed rural tourism experiences in Portugal, it is a key element in loyalty, as shown by Muntean, Sorcaru & Manea (2023). In addition, it should be considered that other authors suggest that the relation between satisfaction and loyalty is not significant.…”

Memorable tourism experience of heritage-local food on tourist behavior: Mediating role of destination image and satisfaction

“…Consumer satisfaction stimulates word-of-mouth intentions and repeat purchases (Sharma & Nayak, 2019). Tourist behavior is closely linked to satisfaction, with studies showing a positive relationship between tourist satisfaction and destination loyalty (Kang et al, 2024;Muntean et al, 2023). Satisfaction positively influences tourists to revisit and recommend attractions to others (Roux, 2020).…”

Analysis of the Use of Environmentally Friendly Raw Materials and Environmental Awareness on Purchasing Decisions and Consumer Loyalty in the Central Java Manufacturing Industry

“…Environmental awareness is often associated with pro-environmental behaviors and attitudes, which may extend to consumer loyalty towards environmentally responsible brands [32]- [34]. Thus, it is hypothesized that there is a positive relationship between environmental awareness and consumer loyalty.…”