scholarly journals Exploring the Determinants of Hot Spring Tourism Customer Satisfaction: Causal Relationships Analysis Using ISM

2019 ◽  
Vol 11 (9) ◽  
pp. 2613
Author(s):  
Chuanmin Mi ◽  
Yetian Chen ◽  
Chiung-Shu Cheng ◽  
Joselyne Lucky Uwanyirigira ◽  
Ching-Torng Lin
Keyword(s):  
Customer Satisfaction ◽  
Success Factors ◽  
Structural Model ◽  
Hot Spring ◽  
Food Service ◽  
Tourism Industry ◽  
Limited Resources ◽  
Key Factors ◽  
Interpretive Structural Modeling ◽  
Factors Affecting

To stand out in the hot spring tourism industry, customer satisfaction has become the crucial issue for competitiveness. A company cannot implement several customer satisfaction improvement practices altogether with limited resources. Researchers advocate that companies should evaluate the relationships among success factors and explore determinants for their improvement implementation. However, such a relationship evaluation has not yet been adequately performed. This paper intends to explore the determinants for improving hot spring customer satisfaction. Adopting grounded theory (GT) and using data collected from websites, Ctrip and Qunar, the first 12 key factors for customer satisfaction were identified. Then, their interrelationships were assessed by 15 experts, and interpretive structural modeling (ISM) was employed to analyze the interrelationships and the driving and dependence power among key factors. The results show that “Environment Quality”, “Special Resource”, “Convenience”, “Food”, Service Quality”, and “Facilities” were the decisive factors affecting customer satisfaction. The findings offer important implications for hot spring management and practice. The contribution of this study is using a novel approach to establish a hierarchical structural model for comprehensive understanding of factor relationships that influence hot spring tourists’ satisfaction and to explore decisive factors which can help hot spring practitioners to better plan and design effective improvement strategies to attract potential new consumers and retain their current consumers, especially with limited resources.

scholarly journals Prioritizing the Factor Weights Affecting Tourism Performance by FAHP

10.5772/57141 ◽  
2013 ◽  
Vol 5 ◽  
pp. 51 ◽  
Author(s):  
Quang Hung Do ◽  
Jeng Fung Chen
Keyword(s):  
Tourism Industry ◽  
Decision Makers ◽  
Limited Resources ◽  
Decision Making Process ◽  
Key Factors ◽  
Ahp Method ◽  
Analytic Hierarchy ◽  
Factors Affecting ◽  
The Hierarchical Structure ◽  
Hierarchy Process

The allocation of limited resources to effectively promote tourism is one of the most important issues in the tourism industry, especially in tough economic times. This paper seeks to investigate the relative importance of the key factors affecting tourism performance by applying the fuzzy analytic hierarchy process (FAHP) method. Specifically, the paper identifies the factors and sub-factors of the hierarchical structure from the literature relating to tourism performance. The framework based on the AHP method is then proposed to determine the relative weights of the factors and sub-factors in contributing to tourism performance. An application case related to the Vietnamese context is used to illustrate the proposed framework. The results of this study consolidated the tourism theory and suggested recommendations and solutions for the Vietnamese tourism industry. The proposed framework could be used by a group of decision-makers to achieve a consensus, as well as deal with uncertainty in the decision-making process. The findings of the study may serve as a tool for assistance for planners in improving the efficiency of tourism performance.

scholarly journals Factors Affecting the Lut Desert Tourism in Iran: Developing an Interpretive-Structural Model

2021 ◽  
Vol 13 (13) ◽  
pp. 7245
Author(s):  
Beniamino Murgante ◽  
Mohammad Eskandari Sani ◽  
Sara Pishgahi ◽  
Moslem Zarghamfard ◽  
Fatemeh Kahaki
Keyword(s):  
Sampling Method ◽  
Structural Model ◽  
Tourism Development ◽  
Cost Effective ◽  
Structural Modeling ◽  
Interpretive Structural Modeling ◽  
Factors Affecting ◽  
Purposive Sampling ◽  
Interpretive Structural Model ◽  
Lut Desert

The Lut desert is one of the largest and most attractive deserts in Iran. The value of desert tourism remains unclear for Iran’s economy and has only recently been taken into consideration by the authorities, although its true national and international value remains unclear. This study was aimed at investigating the factors that influence tourism development in the Lut desert. Data collected through the purposive sampling method was analyzed using Interpretive Structural Modeling and the MICMAC Analysis. According to the results, cost-effective travel expenses, security, and safety provided in the desert, together with appropriate media advertising and illustration of the Lut desert (branding) are the leading factors that influence tourism in the Lut desert in Iran. This paper highlighted the importance of desert tourism, especially in this region.

Towards a unifying theory of management standard implementation

2014 ◽  
Vol 34 (10) ◽  
pp. 1269-1306 ◽  
Author(s):  
Albena Ivanova ◽  
John Gray ◽  
Kingshuk Sinha
Keyword(s):  
Information Technology ◽  
Success Factors ◽  
Theoretical Framework ◽  
Iso 14001 ◽  
Management Support ◽  
Key Factors ◽  
Support Design ◽  
Content Type ◽  
Factors Affecting ◽  
Alternative Pathways

Purpose – The purpose of this paper is to develop an integrated theoretical framework of the interrelation of the key success factors in the process of standards implementation. Design/methodology/approach – Extensive case study work was carried out in ten American plants that had adopted ISO 9001 and or ISO 14001. First, within-case analysis captures the uniqueness of the implementation processes at each plant and leads to construction of the causal maps. Next, cross-case comparison identifies the key factors and the relationship between them, resulting in the theoretical framework. Findings – The key factors affecting implementation effectiveness include focus on internal improvement, top management support, design of the system around existing processes, use of information technology, positive employees’ attitude, and employees’ usage of the system. The resulting framework suggests three alternative pathways to effective implementation of standards: (i) incentives pathway, i.e., by providing the right incentives; (ii) integration pathway, i.e., by designing the system around existing processes; and (iii) information technology pathway, i.e., by using information technology. Research limitations/implications – The key contribution of this research is the integrated theoretical framework. Practical implications – Practically, this framework provides managers a clear depiction of the key actions required at each stage of standard implementation. Originality/value – To the best of our knowledge, this is the first integrated framework of the factors affecting standard adoption. We believe this framework is applicable to other meta-standards.

scholarly journals CUSTOMER PERCEPTION ON SERVICE QUALITY TOWARDS TOURISM CUSTOMER SATISFACTION IN MALAYSIAN MARINE TOURISM SECTOR

2021 ◽  
Vol 37 (3) ◽  
pp. 792-799
Author(s):  
Mohammad Arije ULFY ◽  
◽  
Md Suliman HOSSIN ◽  
Md Wasiul KARIM ◽  
Fatin Husna Binti SUIB ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Model ◽  
Measurement Model ◽  
Tourism Industry ◽  
Partial Least Square ◽  
Least Square ◽  
Marine Tourism ◽  
Tourism Sector

Marine based tourism has emerged as a subject of concern in the area of ocean and coastal management. Today, demand for marine tourism has increased dramatically and is highlighted as one of the new horizons and fastest-growing sectors in the world’s tourism industry. Malaysia is indeed one of the countries with the most beautiful and diversified marine life. The fundamental purpose of this study is to examine the satisfaction of tourists towards the service quality of marine tourism in Malaysia. The development of the research framework is based on the SERVQUAL model. A total of 300 responses were received from the Klang Valley area of Malaysia. For the purpose of processing and analyzing the data, Partial Least Square (PLS-SEM) method was employed. By applying a two-step approach, the study assesses the measurement model and the structural model. Findings from the survey reveal that assurance, tangibility, empathy, reliability, and responsiveness have a significant positive relationship with customer satisfaction thus these factors describe the customer satisfaction adequately. This study would enable policymakers and tourism companies to develop policies to improve customer satisfaction by increasing the quality of service.

A model for key success factors for outsourcing in project-based companies: integrating soft and dynamic approaches

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Delshad Hoseini ◽  
Mohsen Shafiei Nikabadi
Keyword(s):  
Dynamic Model ◽  
Success Factors ◽  
High Status ◽  
Construction Time ◽  
Interpretive Structural Modeling ◽  
Content Type ◽  
Factors Affecting ◽  
R And D ◽  
Outsourcing Success ◽  
Combination Of Methods

Purpose The purpose of this study is to achieve the dynamic model of outsourcing success factors in project-based companies. Design/methodology/approach This study is descriptive-survey in terms of method and practical in terms of purpose. To achieve the dynamic model of outsourcing success, 1,000 outsourcing articles published in high-status journals from 2017 to 2019 were first text-mining. Then, using the clustering technique, the factors affecting the success of outsourcing were obtained. To achieve the key variables, the variables obtained by interpretive structural modeling (ISM) were then leveled. Then, the strategic options development and analysis (SODA) technique has been used to achieve a consensus and coordination on factors relationships. Finally, the dynamic model of outsourcing success in GHODRAT CONTROL PARS Company has been modeled and implemented. Findings In total, five clusters and nine factors were extracted (strategy, management, performance, market, R&D, supplier, product, organizational data and outsourcing findings). In central and domain analysis, two factors, “Strategy” and “R and D,” were recognized as factors that have the most interaction and centrality. The result of the dynamic model indicate that the organization will significantly reduce the construction time of the power plant by improving the “R and D” factor. Originality/value In this study, various techniques have been combined. Therefore, one of the aspects of innovation in the present study is the combination of methods that have not been used earlier. The second aspect of this study’s innovation is using SODA technique to design the dynamic model of outsourcing success factors. Given that the scope of this study is the component affecting the success of outsourcing, so extensive research has been conducted in the field of articles worked in the field of outsourcing to get a comprehensive view of the components affecting the success of outsourcing, which has not been reviewed in other articles. In this study, in addition to identifying the effective factors, their identified and also how these variables affect the successful performance of outsourcing in the form of a dynamic model, and then analyzed.

scholarly journals Factors Affecting Customer Loyalty in The Dive Tourism Industry in Indonesia

2022 ◽  
Vol 9 (12) ◽  
pp. 273-285
Author(s):  
Machmed Tun Ganyang
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Descriptive Analysis ◽  
Research Result ◽  
Tourism Industry ◽  
Green Marketing ◽  
Factors Affecting ◽  
Marketing Service ◽  
Dive Tourism

Abstract Diving Industry in Indonesia has huge potential needs to be managed properly in order to carrying out the concept of green tourism, but it has not been supported by the optimal performance of dive centers. That is marked by the low level of loyalty of diving tourism consumers. The purpose of this research is to analyze the effect of Green Marketing and Service Quality to  Customer Satisfaction and Customer Loyalty of Diving Tourism Customer. Research Method used in this research is descriptive analysis with research design used is explanatory design. The research object is 12 (twelve) dive centers is spread on Three  provinces in Indonesia. Analysis unit are experience and certified divers with total 200 respondents. Each sample from dive center is chosen proportionally. Technic Sampling is judgment sampling. The tool analysis used is statistic descriptive supported by SPSS software and statistic inferential supported by software of Lisrel Version 8,80. The research result described that practiced of green marketing, service quality have positif impact on Customer satisfantion and Customer loyalty of divers although there are still indicators that are indicating  low impact. The results of the causality study state that : a) Green marketing has no significant affect on customer loyalty, b) Green marketing has significant affect on  satisfaction, c) The service quality has no significant affect on customer satisfaction,d) The quality of service has no significant affect on customer loyalty, e) The customer satisfaction has significant affect on customer loyalty.   Keyword: Green Marketing, Service Quality, Satisfaction, Loyalty, Dive Tourism,Indonesia

Understanding the Determinants of Consumer Satisfaction With B&B Hotels

2019 ◽  
Vol 16 (4) ◽  
pp. 21-39 ◽  
Author(s):  
Lin Xiao ◽  
Chuanmin Mi ◽  
Yetian Chen ◽  
Lihua Huang
Keyword(s):  
Content Analysis ◽  
Customer Satisfaction ◽  
Hierarchical Structure ◽  
Consumer Satisfaction ◽  
Structural Model ◽  
Matrix Multiplication ◽  
Structural Modeling ◽  
Online Review ◽  
Interpretive Structural Modeling ◽  
Bed And Breakfast

This study aims to understand the determinants of consumer satisfaction with bed-and-breakfast establishments (B&Bs) and build a hierarchical structure of these determinants. Content analysis was conducted based on the consumer online review data. Ten determinants of customer satisfaction were identified. The interpretive structural modeling (ISM) technique was then used to develop a five-level hierarchical structural model based on these determinants. Finally, the cross-impact matrix multiplication applied to the classification (MICMAC) technique was used to analyze the driver and dependence power for each determinant. This study has the potential to make significant contributions from both the theoretical and practical perspectives.

Designing a Model for Implementation of Business Intelligence in the Banking Industry

2018 ◽  
Vol 14 (1) ◽  
pp. 77-103 ◽  
Author(s):  
Salah Rezaie ◽  
Seyed Javad Mirabedini ◽  
Ataollah Abtahi
Keyword(s):  
Business Intelligence ◽  
Banking Industry ◽  
Implementation Process ◽  
Key Factors ◽  
Interpretive Structural Modeling ◽  
Factors Affecting ◽  
Communication Structures ◽  
Fuzzy Delphi ◽  
Confirmatory Factor ◽  
Delphi Techniques

Numerous researches have been carried out on implementation and employment of business intelligence, but in the past researches only specific aspects and dimensions have been studied while factors affecting implementation process and interactions between them are not widely considered. In such circumstances, it is vital to identify key factors affecting business intelligence implementation process and determine communication structures between these factors. In the present article, reviewing the related literature and obtaining experts' opinions using fuzzy Delphi techniques is first, followed by key factors affecting the process of business intelligence implementation and important criteria of effectiveness for business intelligence in the Iranian banking industry were identified, and then using a method of interpretive structural modeling, relationships between factors were determined and analyzed. Finally, the interactive structure of the factors, i.e. business intelligence implementation, a model is presented. Using confirmatory factor analysis and path analysis methods, model validation was conducted. Leading to the determination that while that transition for some companies has been attempted, not all current efforts have been successful.

Factors affecting entrepreneurial opportunities recognition in tourism small and medium sized enterprises

2016 ◽  
Vol 71 (1) ◽  
pp. 6-17 ◽  
Author(s):  
Tayebeh Nikraftar ◽  
Elahee Hosseini
Keyword(s):  
Prior Knowledge ◽  
Success Factors ◽  
Opportunity Recognition ◽  
Tourism Industry ◽  
Entrepreneurial Opportunity ◽  
Content Type ◽  
Factors Affecting ◽  
Positive Effects ◽  
Entrepreneurial Alertness ◽  
Entrepreneurial Opportunities

Purpose The purpose of this paper is to examine the antecedents of entrepreneurial opportunity recognition. Design/methodology/approach Questionnaire data were collected from 220 senior tourism business members in Iran. Findings The results show that an individual’s self-efficacy, prior knowledge and social networks, all had positive effects on entrepreneurial alertness. Also, entrepreneurial alertness contributed significantly to entrepreneurial opportunity recognition. Research limitations/implications The findings show that social network was the most important predictor among all other of the antecedents of entrepreneurial opportunity recognition. Because the data were limited to tourism industry, future studies need to validate these findings in other industries. Practical Implications Findings of this study suggest that to increase entrepreneurial opportunity recognition ability, it is critical for tourism businesses to invest in developing and enhancing individual ability. Originality/value The value of this paper lies in its contribution to understanding better the predictors to become entrepreneurs in tourism. Particularly, the paper adds to the existing literature by showing that the key success factors for entrepreneurial alertness are individual abilities, especially individual social contacts. People who want to work in the tourism industry should promote own communication network with other businesses and people to find new entrepreneurial opportunities. It is better they work in areas that have enough prior knowledge and experiences.

scholarly journals The Culture on the Palm of Your Hand

2014 ◽  
pp. 225-244 ◽  
Author(s):  
Federica Palumbo ◽  
Gandolfo Dominici ◽  
Gianpaolo Basile
Keyword(s):  
Social Media ◽  
Customer Satisfaction ◽  
Mobile Apps ◽  
Mobile App ◽  
Tourism Industry ◽  
Key Factors ◽  
Kano Model ◽  
Public Managers ◽  
Perceptions And Expectations ◽  
Application Developers

The increased usage of mobile apps has a great potential for the tourism industry. Through the use of mobile apps, web portals and social media may allow a fast and wide diffusion of awareness for museum and attract a large number of visitors, thus increasing the value of their image, with moderate investments. The aim of this chapter is to identify the key factors as antecedents of customer satisfaction for the design of a mobile app for a museum. To this aim, the authors use the Kano model that allows categorizing service attributes according to how they are perceived by customers and estimating their impact on customer satisfaction. This model is adopted in order to identify express and latent needs of cultural tourists and to design a mobile app for museum according to their perceptions and expectations. To apply the Kano model, the authors used qualitative data collected through 300 questionnaires administered to tourists visiting the Sicilian cities of Palermo and Trapani over a period of 3 months (October- December 2012). The results of this analysis can be relevant for museum and public managers to plan strategic and operative activities, for researchers in the field of touristic marketing, for application developers, and for all those concerned with touristic and cultural heritage issues.

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