engleski

Exploring the relationship between satisfaction with tourism services, revisit intention and life satisfaction

The main purpose of this research is to explore the relationship between satisfaction with tourism services in different stages of a trip and satisfaction with general trip experience. Also explored is how satisfaction with general trip experience contributes to tourists’ intention to revisit a tourist destination and to their general life satisfaction. Based on previous research a questionnaire was prepared and an empirical research was conducted on a purposive sample of 669 tourists. The results show that respondents are satisfied with all service aspects, but satisfaction with destination services is somewhat lower than satisfaction with services in other travel stages (pre-trip, en route, return trip). Satisfaction with travel/tourism services have a positive but, in terms of magnitude, different influence on satisfaction with general trip experience depending on different travel phase. Additionally, satisfaction with general trip experience contributes to revisit intentions and life satisfaction. Originality of this research is found in providing empirical evidence that is important to invest in service quality in tourism, especially in services provided at the tourist destination level. Also, this research contributes to exploring influences from tourism to life satisfaction. This research can serve as a basis for tourist destination marketing managers as well as travel agencies in developing their tourism offerings.

leisure, life satisfaction, revisit intention, tourism services, travel experience

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