The Importance and Performance of a Destination?s Attributes on Senior Tourists? Satisfaction

Abstract

The purpose of this paper is to study the senior travellers' perception on the importance and performance of Penang's tourism attributes. To do so, the effect of the importance and performance of such attributes on senior tourists' overall satisfaction was also investigated. The perception was assessed by applying importance-performance analysis, whereas its effects were evaluated using partial least squares -structural equation modelling. A total of 12 attributes were chosen in order to evaluate the travellers' satisfaction level towards Penang as a tourist destination. The analysis shows that the senior travellers rated 'accessibility to the destination', and 'local transport services' as the most important attributes, requiring further concentration and improvement. These features ranked as important but achieving a satisfactory level of performance was also discovered. The result of the partial least squares analysis confirmed the effects of both importance and performance of the selected attributes on senior tourists' overall satisfaction.

IPA Study of Turf Maintenance and Management of Golden Gulf Golf Club in Zhuhai City

“…IPA, Importance-Performance Analysis, evaluates the satisfaction of consumers by measuring their perception of the importance of service quality and the actual performances of service quality [1,3]. IPA can be used to evaluate government services [4], tourist destination satisfaction [5] and hotel services [6,7]. In recent years, IPA method has been continuously improved by academia, and has been widely used in rural tourism [8], hot spring service [9] and other reception service industry as an ideal satisfaction assessment tool.…”

Linking Importance–Performance Analysis, Satisfaction, and Loyalty: A Study of Savannah, GA

“…However, it is not realistic to obtain people's expectations before leaving for a destination, nor it is accurate to assess their expectations on site by asking them to recall what they expected before leaving [31]. Alternatively, much of the research has chosen to measure attribute importance and performance and then examine the extent to which these two measures correlate with the attribute-level satisfaction or overall satisfaction [4,9,45,46]. However, some have used perceived performance or quality of service as a priori to measure satisfaction [9,31], although these constructs are conceptually different [45].…”

“…Previous studies have found that both importance and performance have significant effects on overall satisfaction. For example, it is found that both importance and performance significantly and directly contribute to satisfaction; the impact of performance, however, is more significant than importance [4]. Moreover, importance indirectly impacts satisfaction via its impact on performance.…”

“…Economically satisfied tourists are more likely to pay more, recommend others to the destination, and to visit again [2,3]. Thus, tourist satisfaction plays a crucial role in contributing to the success of a destination [4,5].…”

Attributes of Senior-Friendly Tourism Destinations for Current and Future Senior Tourists: An Importance-Performance Analysis Approach

“…In the empirical literature, numerous scholars (Abooali et al, 2015;Esichaikul, 2012;Johann & Padma, 2016;Lee, 2016) have recently examined seniors' perceptions of destination attributes. Most of these studies have treated the senior travel market as a homogeneous group across generations (Lehto et al, 2008).…”