Mediating effect of tourists’ emotional involvement on the relationship between destination attributes and tourist satisfaction

Abstract

PurposeThe study aims to examine the relationship between destination attributes and tourist satisfaction as well as the extent to which emotional involvement mediates between destination attributes and tourist satisfaction.Design/methodology/approachData were collected from a sample of 600 domestic tourists by using a purposive sampling technique where 382 samples were useable, and the response rate was 63.67%. The structural equation modeling (SmartPLS 3.0.) was used to test the hypothesized relationship among variables.FindingsAmong the 16 hypothesized paths, 13 were supported. Destination attributes (accommodation, attraction, food and beverages and transportation) except safety significantly influence tourist satisfaction; herein accommodation has the greatest effect on tourist satisfaction. Similarly, destination attributes except safety significantly influence tourists’ emotional involvement. This study also reveals that tourists’ emotional involvement partially mediates in the link between destination attributes except for safety and customer satisfaction.Research limitations/implicationsThe results of the study will assist the hospitality researchers and managers to understand the roles of destination attributes and emotional involvement on tourist satisfaction in the tourism industry.Originality/valueThe study is the first to explore the mediating relationship in the link between destination attributes and tourist satisfaction in the tourism industry.

Green pull motives and overall tourist satisfaction: a macro- and micro-levels analysis

“…Customer satisfaction is considered to present a critical mean for measuring destination/hotel performance, as a satisfied customer is more likely to return and recommend destination/hotel (Biswas et al , 2020; Li et al , 2020). Existing literature has demonstrated that satisfaction should be a multi-item measure (Correia et al , 2013; Stumpf et al , 2020), because tourists evaluate various factors related to satisfaction, including accommodation quality, catering services, transport accessibility and the uniqueness of a destination.…”

“…Moreover, green attributes may satisfy consumer emotional needs (Su et al , 2020a; Tsai, 2020) by satisfying their altruistic preferences and activating their positive disposition, which ultimately enhances their satisfaction (Jeong et al , 2014). Consequently, Biswas et al (2020) contend that destination attributes should be addressed in a way that can increase tourist’s emotional involvement.…”

Cultural Destination Attributes, Overall Tourist Satisfaction and Tourist Loyalty: First Timers versus Repeaters

“…To get a better knowledge about the tourist evaluation towards cultural/heritage attributes and tourist satisfaction on these attributes has a pivotal role for destination managers, planners, and marketers in terms of destination positioning and promoting (Chi & Qu, 2008;Yoon & Uysal, 2005). Many scholars have demonstrated that the general attributes of a destination impact and determine overall tourist satisfaction (Alegre & Garau, 2010;Biswas et al, 2020;Eusébio & Vieira, 2013;Johann & Ghose, 2018;Kozak, 2002). In addition, Ghosh and Sofique (2012) emphasise that heritage attractions have a key role in creating tourist satisfaction.…”

“…The literature highlights several studies on the effect that the facilities and features of a tourist destination have on visitor satisfaction and loyalty (Baloglu et al, 2004;Eusébio & Vieira, 2013;Ozturk & Gogtas, 2016). Moreover, the impact of destination attributes on tourist satisfaction was examined by some prior studies (Albayrak & Caber, 2013;Alegre & Garau, 2010;Biswas et al, 2020;Hui et al, 2007;Kozak, 2002;Kwanisai & Vengesayi, 2016) or tourist loyalty (Vareiro et al, 2019). Moreover, these studies generally investigate the general features of a destination rather than on specific aspects such as culture or heritage.…”

The Impact of Tourism Destination Image on Tourist Behavioral Intention through Tourist Satisfaction: Evidence from the Ramelau Mountain, Timor-Leste

“…Tourists make a subjective judgment on their satisfaction based on the attribute of a tourist destination performance and information on a tourist destination (Sohn et al, 2016). The attribute of a positive tourist destination image generates satisfaction (Biswas et al, 2020). Therefore, the positive and negative attribute is important for assessing the experience of tourist's visits (Yoon & Uysal, 2005).…”