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

Sustainability - Tập 11 Số 9 - Trang 2613
Chuanmin Mi1, Yetian Chen1, Chiung-Shu Cheng2, Joselyne Lucky Uwanyirigira1, Ching‐Torng Lin3
1College of Economics and Management, Nanjing University of Aeronautics and Astronautics, Nanjing 210016, China
2Program in Management, Dayeh University, Changhua 51591, Taiwan
3Department of Information Management, Da-Yeh University, Changhua 51591, Taiwan

Tóm tắt

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.

Từ khóa


Tài liệu tham khảo

Bacon, 1997, The rise of the German and the demise of the English spa industry: A critical analysis of business success and failure, Leis. Stud., 16, 173, 10.1080/026143697375386

Chang, 2013, Consumer perception of healthfulness and appraisal of health-promoting tourist destinations, Tour. Rev., 68, 34, 10.1108/16605371311310066

Yen, 2018, Exploring Tourists’ Perceptions of Traditional and Contemporary Hot Springs Hotels in Japan, Int. J. Hosp. Tour. Adm., 19, 336

Global Wellness Institute (2019, May 03). Global Wellness Economy Monitor. Available online: https://globalwellnessinstitute.org/industry-research/2018-global-wellness-economy-monitor/.

Lee, 2010, International competitiveness in hot springs tourism: An application of the analytical hierarchy process approach, Tour. Anal., 15, 531, 10.3727/108354210X12889831783233

Alegre, 2011, Tourist satisfaction and dissatisfaction, Ann. Tour. Res., 37, 52, 10.1016/j.annals.2009.07.001

Danaher, 1996, Customer satisfaction in the tourist industry: A case study of visitors to New Zealand, J. Travel Res., 35, 89, 10.1177/004728759603500113

Gržinić, D. (2019, May 03). Concepts of service quality measurement in hotel industry. Available online: https://hrcak.srce.hr/file/24337.

Flint, 2011, Customer value anticipation, customer satisfaction and loyalty: An empirical examination, Ind. Mark. Manag., 40, 219, 10.1016/j.indmarman.2010.06.034

Chen, 2011, A balanced scorecard approach to establish a performance evaluation and relationship model for hot spring hotels based on a hybrid MCDM model combining DEMATEL and ANP, Int. J. Hosp. Manag., 30, 908, 10.1016/j.ijhm.2011.02.001

Zheng, 2013, A study of development of hot spring tourism based on perspective of industry chain- a case study of Huitang hot spring tourism & holladay zone, Econ. Geogr., 33, 177

Chen, 2014, Improving importance-performance analysis: The role of the zone of tolerance and competitor performance, the case of Taiwan’s hot spring hotels, Tour. Manag., 40, 260, 10.1016/j.tourman.2013.06.009

Cai, 2010, Study on spatial distribution of hot spring tourism in Hunan province, Econ. Geogr., 30, 688

Chen, 2015, The research of spatial-temporal evolution and satisfaction factors in integrated hot spring resorts, Int. J. Tour. Sci., 15, 1

Hsieh, 2008, A service quality measurement architecture for hot spring hotels in Taiwan, Tour. Manag., 29, 429, 10.1016/j.tourman.2007.05.009

Tseng, 2012, Integrated model of hot spring service quality perceptions under uncertainty, Appl. Soft Comput., 12, 2352, 10.1016/j.asoc.2012.03.044

Charmaz, 2000, Constructivist and objectivist grounded theory, Handb. Qual. Res., 2, 509

Deng, 2007, Using a revised importance–performance analysis approach: The case of Taiwanese hot springs tourism, Tour. Manag., 28, 1274, 10.1016/j.tourman.2006.07.010

Bagozzi, 1999, The role of emotions in marketing, J. Acad. Market. Sci., 27, 184, 10.1177/0092070399272005

Machleit, 2001, Emotional response and shopping satisfaction: Moderating effects of shopper attributions, J. Bus. Res., 54, 97, 10.1016/S0148-2963(99)00093-4

Liu, 2019, The effect of on-site experience and place attachment on loyalty: Evidence from Chinese tourists in a hot-spring resort, Int. J. Hosp. Tour. Adm., 20, 75

Wu, 2015, A study of revisit intentions, customer satisfaction, corporate image, emotions and service quality in the hot spring industry, J. China Tour. Res., 11, 371, 10.1080/19388160.2015.1110545

Young, 2015, Involvement, satisfaction, perceived value, and revisit intention: A case study of a food festival, J. Culin. Sci. Technol., 13, 133, 10.1080/15428052.2014.952482

Usakli, 2011, Brand personality of tourist destinations: An application of self-congruity theory, Tour. Manag., 32, 114, 10.1016/j.tourman.2010.06.006

Veasna, 2013, The impact of destination source credibility on destination satisfaction: The mediating effects of destination attachment and destination image, Tour. Manag., 36, 511, 10.1016/j.tourman.2012.09.007

Chen, 2015, Wellness tourism among seniors in Taiwan: Previous experience, service encounter expectations, organizational characteristics, employee characteristics, and customer satisfaction, Sustainability, 7, 10576, 10.3390/su70810576

Lee, 2009, A determination of destination competitiveness for Taiwan’s hot springs tourism sector using the Delphi technique, J. Vacat. Mark., 15, 243, 10.1177/1356766709104270

Lee, 2010, Assessing visitors’ experiences at hot spring recreation areas in Taiwan, Int. J. Tour. Res., 12, 193, 10.1002/jtr.748

2016, An analysis of DEMATEL approaches for criteria interaction handling within ANP, Expert Syst. App., 46, 346, 10.1016/j.eswa.2015.10.041

Kirchherr, 2018, Barriers to the Circular Economy: Evidence from the European Union (EU), Ecol. Econ., 150, 264, 10.1016/j.ecolecon.2018.04.028

Rajesh, 2017, Technological capabilities and supply chain resilience of firms: A relational analysis using Total Interpretive Structural Modeling (TISM), Technol. Forecast. Soc. Chang., 118, 161, 10.1016/j.techfore.2017.02.017

Xiao, 2018, Analyzing consumer online group buying motivations: An interpretive structural modeling approach, Telemat. Inform., 35, 629, 10.1016/j.tele.2018.01.010

Mahajan, 2016, Sources of antibiotics: Hot springs, Biochem. Pharmacol., 134, 35, 10.1016/j.bcp.2016.11.021

Wang, 2006, Research on the basic components of hot spring tourism, Tour. Trib., 21, 59

Lo, 2015, The impact of service quality on positive consumption emotions in resort and hotel spa experiences, J. Hosp. Mark. Manag., 24, 155

Mak, 2009, Health or self-indulgence? The motivations and characteristics of spa-goers, Int. J. Tour. Res., 11, 185, 10.1002/jtr.703

Kamata, 2015, Why do they choose a spa destination? The case of Japanese tourists, Tour. Econ., 21, 283, 10.5367/te.2014.0450

Kucukusta, 2016, Spa market segmentation according to customer preference, Int. J. Contemp. Hosp. Manag., 28, 418, 10.1108/IJCHM-07-2014-0374

Lee, 2008, Using the Delphi method to assess the potential of Taiwan’s hot springs tourism sector, Int. J. Tour. Res., 10, 341, 10.1002/jtr.661

Heung, 2013, Wellness tourism in China: Resources, development and marketing, Int. J. Tour. Res., 15, 346, 10.1002/jtr.1880

Wightman, 1985, The SPA experience at Radium hot springs, Ann. Tour. Res., 12, 393, 10.1016/0160-7383(85)90006-4

Loureiro, 2013, The effect of atmospheric cues and involvement on pleasure and relaxation: The spa hotel context, Int. J. Hosp. Manag., 35, 35, 10.1016/j.ijhm.2013.04.011

Nilsen, 2013, The role of the body and body ideals in the production and consumption of spa experiences, Scand. J. Hosp. Tour., 13, 139, 10.1080/15022250.2013.837288

Choi, 2015, The role of functional and wellness values in visitors’ evaluation of spa experiences, Asia Pac. J. Tour. Res., 20, 263, 10.1080/10941665.2013.877044

Chang, 2011, Applying the Kano model and QFD to explore customers’ brand contacts in the hotel business: A study of hot spring hotel, Total Qual. Manag. Bus. Excell., 22, 1, 10.1080/14783363.2010.529358

Huang, 2009, A Study of destination attractiveness through domestic visitors’ perspectives: The case of Taiwan’s hot springs tourism sector, Asia Pac.J. Tour. Res., 14, 17, 10.1080/10941660902727991

Kucukusta, 2016, Lifestyle segmentation of spa users: A study of inbound travelers to Hong Kong, Asia Pac. J. Tour. Res., 21, 239, 10.1080/10941665.2015.1025087

Chen, 2013, Investigating the wellness tourism factors in hot spring hotel customer service, Int. J. Contemp. Hosp. Manag., 25, 1092, 10.1108/IJCHM-06-2012-0086

Chen, 2013, Essential customer service factors and the segmentation of older visitors within wellness tourism based on hot springs hotels, Int. J. Hosp. Manag., 35, 122, 10.1016/j.ijhm.2013.05.013

Kitajima, 2012, Understanding Tourists’ In Situ Behavior: A Cognitive Chrono-Ethnography Study of Visitors to a Hot Spring Resort, J. Qual. Assur. Hosp. Tour., 13, 247, 10.1080/1528008X.2012.692297

Chadee, 1996, An empirical assessment of customer satisfaction in tourism, Serv. Ind. J., 16, 305, 10.1080/02642069600000030

Izogo, 2015, Service quality, customer satisfaction and loyalty in automobile repair services sector, Int. J. Qual. Reliab. Manag., 32, 250, 10.1108/IJQRM-05-2013-0075

Sureshchandar, 2002, The relationship between service quality and customer satisfaction–a factor specific approach, J. Serv. Market., 16, 363, 10.1108/08876040210433248

Wang, 2006, The relationship between service quality and customer satisfaction: The example of CJCU library, J. Inf. Optim. Sci., 27, 193

Bigne, 2001, Tourism image, evaluation variables and after purchase behaviour: Inter-relationship, Tour. Manag., 22, 607, 10.1016/S0261-5177(01)00035-8

Taylor, 1992, Measuring service quality: A reexamination and extension, J. Market., 56, 55, 10.1177/002224299205600304

Zeithaml, 1996, The behavioral consequences of service quality, J. Market., 60, 31, 10.1177/002224299606000203

Boulding, 1993, A dynamic process model of service quality: From expectations to behavioral intentions, J. Mark. Res., 30, 7, 10.1177/002224379303000102

Chen, 2014, Application of importance and satisfaction indicators for service quality improvement of customer satisfaction, Int. J. Serv. Technol. Manag., 20, 108, 10.1504/IJSTM.2014.063567

Song, 2012, The Hong Kong tourist satisfaction index, Ann. Tour. Res., 39, 459, 10.1016/j.annals.2011.06.001

Peng, 2014, The explanation of the change in state-owned tourism resources property rights from a hierarchical institution perspective: Conghua hot spring case study, Tour. Trib., 29, 42

Chiu, 2015, Opinion mining of hotel customer-generated contents in Chinese weblogs, Curr. Issues Tour., 16, 477, 10.1080/13683500.2013.841656

Sparks, 2016, Responding to negative online reviews: The effects of hotel responses on customer inferences of trust and concern, Tour. Manag., 53, 74, 10.1016/j.tourman.2015.09.011

Zheng, 2012, Study on Tourism Image Based on Web Text Analysis: Case of Gulangyu, Tour. Forum, 5, 59

Zhao, 2019, Predicting overall customer satisfaction: Big data evidence from hotel online textual reviews, Int. J. Hosp. Manag., 76, 111, 10.1016/j.ijhm.2018.03.017

Glaser, 1968, The discovery of grounded theory; strategies for qualitative research, Nurs. Res., 17, 364, 10.1097/00006199-196807000-00014

Stumpf, 2016, Bridging the gap: Grounded theory method, theory development, and sustainable tourism research, J. Sustain. Tour., 24, 1691, 10.1080/09669582.2016.1149183

Glaser, B.G. (1992). Basics of Grounded Theory Analysis, Sociology Press.

Strauss, A., and Corbin, J. (1990). Basics of Qualitative Research: Grounded Theory Procedures and Techniques, Sage.

Shojaei, 2019, Development of supply chain risk management approaches for construction projects: A grounded theory approach, Comput. Ind. Eng., 128, 837, 10.1016/j.cie.2018.11.045

Matteucci, 2017, Elaborating on grounded theory in tourism research, Ann. Tour. Res., 65, 49, 10.1016/j.annals.2017.05.003

Zeng, 2019, Factors influencing Chinese tourist flow in Japan–a grounded theory approach, Asia Pac. J. Tour. Res., 24, 56, 10.1080/10941665.2018.1541185

Zhang, 2017, Becoming a backpacker in China: A grounded theory approach to identity construction of backpackers, Ann. Tour. Res., 64, 114, 10.1016/j.annals.2017.03.004

Warfield, 1974, Developing interconnection matrices in structural modeling, IEEE Trans. Syst. Man Cybern., 1, 81, 10.1109/TSMC.1974.5408524

Bouzon, 2015, Reducing the extraction of minerals: Reverse logistics in the machinery manufacturing industry sector in Brazil using ISM approach, Resour. Policy, 46, 27, 10.1016/j.resourpol.2015.02.001

Deshmukh, 1994, Vendor selection using Interpretive Structural Modelling (ISM), Int. J. Oper. Prod. Manag., 14, 52, 10.1108/01443579410062086

Raj, 2012, Modelling the factors affecting flexibility in FMS, Int. J. Ind. Syst. Eng., 11, 350

Lin, 2013, Analysis of tour values to develop enablers using an interpretive hierarchy-based model in Taiwan, Tour. Manag., 34, 133, 10.1016/j.tourman.2012.04.004

Attri, 2013, An ISM approach for modelling the enablers in the implementation of Total Productive Maintenance (TPM), Int. J. Syst. Assur. Eng. Manag., 4, 313, 10.1007/s13198-012-0088-7

Weerakkody, 2018, Factors influencing e-diplomacy implementation: Exploring causal relationships using interpretive structural modelling, Gov. Inf. Q., 35, 502, 10.1016/j.giq.2018.03.002

Avinash, 2018, Understanding the interaction among the barriers of biodiesel production from waste cooking oil in India-an interpretive structural modeling approach, Renew. Energy, 127, 678, 10.1016/j.renene.2018.04.079

Tan, 2019, Barriers to Building Information Modeling (BIM) implementation in China’s prefabricated construction: An interpretive structural modeling (ISM) approach, J. Clean. Prod., 219, 949, 10.1016/j.jclepro.2019.02.141

McGinley, 2014, A grounded theory approach to developing a career change model in hospitality, Int. J. Hosp. Manag., 38, 89, 10.1016/j.ijhm.2014.01.003

Duperrin, J.-C., and Godet, M. (1973). Méthode de Hiérarchisation des Éléments d’un Système: Essai de Prospective du Système de l’énergie Nucléaire dans Son Contexte Societal, Gif-sur-Yvette.

Hu, 2009, Modified IPA for Order-Winner Criteria improvement: A MICMAC approach, J. App. Sci., 9, 3792, 10.3923/jas.2009.3792.3803

Yuksel, 2010, Destination attachment: Effects on customer satisfaction and cognitive, affective and conative loyalty, Tour. Manag., 31, 274, 10.1016/j.tourman.2009.03.007

Yu, T. (2015). Study on the sustainable development of the hot spring tourism in Heyuan City. 2015 International Forum on Energy, Environment Science and Materials, Atlantis Press.

Hsieh, 2014, Measurement of Mature Spring/Spa Travellers’ Beliefs in Taiwan, J. Econ. Bus. Manag., 2, 302

Lin, 2014, Effects of cuisine experience, psychological well-being, and self-health perception on the revisit intention of hot springs tourists, J. Hosp. Tour. Res., 38, 243, 10.1177/1096348012451460

Lee, 2015, Does consumers’ feeling affect their quality of life? roles of consumption emotion and its consequences, Int. J. Tour. Res., 17, 409, 10.1002/jtr.1988

Phillips, 2002, The role of consumption emotions in the satisfaction response, J. Consum. Psychol., 12, 243, 10.1207/S15327663JCP1203_06

Chebat, 2005, How emotions mediate the effects of perceived justice on loyalty in service recovery situations: An empirical study, J. Bus. Res., 58, 664, 10.1016/j.jbusres.2003.09.005

Liu, 2019, A formative measurement approach for exploring how to form service quality in hot spring resorts, Tour. Hosp. Res., 19, 27, 10.1177/1467358416683767

Mizuno, 2008, Optimal threshold analysis of segmentation methods for identifying target customers, Eur. J. Oper. Res., 186, 358, 10.1016/j.ejor.2007.01.038

Chen, 2017, Identifying desirable product specifications from target customers’ Chinese eWOM, Int. J. Inf. Technol. Decis. Mak., 16, 545, 10.1142/S0219622017500109

Thông tin
Thông tin xuất bản

Sustainability

Tập 11 Số 9

2613

Thông tin tác giả