Satisfaction and loyalty in the all-inclusive system in Cape Verde

Abstract

Satisfacción y lealtad en el sistema todo incluido en Cabo Verde AbstractThe aim of this paper is to analyse satisfaction and loyalty in the AllInclusive system in Cape Verde, one of the main destinations of sun and beach in Africa. The methodology used was based on surveys conducted with tourists. The data from this research have been analysed with SPSS 23 and AMOS IBM SPSS 23. The results of this research have shown that in order to achieve the loyalty of tourists, the role of both the agents and those responsible for the destination is very important; therefore, they should attract tourists with the right sociodemographic profile, and second, improve the knowledge and the attitude of the visitors regarding the different attractions of the "allinclusive" system. Thus, the value perceived by the tourists has a bearing on satisfaction, helping to reinforce loyalty to the destination.Keywords: All-inclusive system, attitude, perceived value, satisfaction, loyalty, structural equations, Cape Verde. ResumenEl objetivo de este artículo es analizar la satisfacción y la lealtad en el sistema todo incluido en Cabo Verde, uno de los principales destinos de sol y playa en África. La metodología utilizada se ha basado en la realización de encuestas a turistas. Los datos de esta investigación han sido analizados con SPSS 23 y AMOS IBM SPSS 23. Los resultados de la investigación han mostrado que, para logar la lealtad de los turistas, el papel tanto de los agentes como su responsabilidad en el destino son muy importantes; asimismo, primero, se debería atraer a los visitantes con un determinado perfil sociodemográfico y, segundo, mejorando el conocimiento y la actitud de los visitantes hacia las diferentes atracciones con el sistema todo incluido. Por tanto, el valor percibido por los turistas está relacionado con la satisfacción y, por tanto, ayuda a reforzar la lealtad al destino.Palavras-chave: Sistema todo incluido, actitud, valor percibido, satisfacción, lealtad, ecuaciones estructurales, Cabo Verde.

Coopetition in Maritime Tourism: Assessing the Effect of Previous Islands’ Choice and Experience in Tourist Satisfaction

“…These results were consistent with research conducted by [5,74,86], which reported that tourists visiting Cape Verde were mostly European men, with a high educational level on average. According to our survey, the average age of tourists was lower than that found by [5] i.e., above 40, but some specific forms of tourism could slightly differ from the average international tourist in the destination, especially if we conducted segmented studies, as shown in [87] who referred to all-inclusive tourists in Cape Verde.…”

“…Cape Verde is a country located in the Atlantic Ocean, which is formed by ten islands (nine inhabited and one uninhabited). All together, they contain a total surface area of 4033 km 2 and a total population of around 500,000 persons [74]. As the majority of Small Island Developing States (SIDS), the tourism activity constitutes the main component of the economic structure of Cape Verde, representing 49% of all exports of goods and services [5].…”