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首页> 外文期刊>Journal of Investment and Management >Customer satisfaction in tourist destination: The case of tourism offer in the city of Naples
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Customer satisfaction in tourist destination: The case of tourism offer in the city of Naples

机译：旅游目的地的客户满意度：那不勒斯市提供旅游的情况

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This paper investigates the main elements that can influence customer satisfaction in tourist services, with specific reference to tourism industry. The importance of this topic resides in the fact that tourists' positive experiences of service, products, and other resources provided by tourism destinations can produce customer retention as well as positive word-of-mouth. Indeed, satisfaction with travel experiences contributes to destination loyalty. The degree of tourists' loyalty to a destination is reflected in their intentions to revisit the destination and in their recommendations to others. Thus, information about tourists' loyalty is important to destination marketers and managers in order to sustain destination attractiveness. Although predominant literature has adopted a demand-side perspective, this paper analyses tourist satisfaction according to an overlapping perspective that contemplates both the demand and the offer side where this latter, in the wider meaning, also includes the systemic perspective. More precisely, this paper aims to identify the principle competitive strategies that the variety of stakeholders, cooperating together in a destination, has to implement in order to increase tourist satisfaction and loyalty. Indeed, the point of view of this paper is to understand how destination attributes and services affect the tourist satisfaction. In order to study the link between destination attributes and tourist satisfaction, the paper collects cross-sectional data via questionnaire, from May 2012 to May 2013. The adopted approach allows to individuate the factors that can influence tourist satisfaction, their (positive or negative) direction and their magnitude. This paper uses 14 tourist satisfaction indicators in order to measure the global satisfaction. Furthermore, this study allows to identify the current strengths and weaknesses of the tourist offer. In particular, the study paid attention to the phase of service delivery since it is the time when customer satisfaction is generated. From this study, it comes out that tourist satisfaction depends on a complex process where the role of each actor is fundamental and it must be in tune with all the other ones. Findings show that tourists visiting Naples are not completely satisfied, supporting that Naples has not a clear destination image.
机译：本文研究了可能影响旅游服务客户满意度的主要因素，特别是针对旅游业。该主题的重要性在于这样一个事实，即游客对旅游目的地提供的服务，产品和其他资源的积极体验会产生客户保留以及积极的口碑。确实，对旅行经历的满意有助于目的地忠诚度。游客对目的地的忠诚度反映在他们重新访问该目的地的意图以及对他人的建议中。因此，有关游客忠诚度的信息对于目的地营销人员和管理人员很重要，以维持目的地的吸引力。尽管主流文献采用了需求方的观点，但本文还是从重叠的角度来分析游客的满意度，该角度既考虑了需求方，又考虑了要约方，而后者在广义上也包括系统性的观点。更准确地说，本文旨在确定竞争者在目的​​地中进行合作以提高游客满意度和忠诚度所必须执行的主要竞争策略。实际上，本文的观点是了解目的地属性和服务如何影响游客满意度。为了研究目的地属性与游客满意度之间的联系，本文通过问卷调查收集了2012年5月至2013年5月的横断面数据。采用的方法可以区分可能影响游客满意度的因素（正向或负向）方向及其大小。本文使用14个游客满意度指标来衡量全球满意度。此外，这项研究还可以确定旅游者优惠的当前优势和劣势。特别是，该研究关注服务交付阶段，因为这是产生客户满意度的时刻。从这项研究中可以看出，游客满意度取决于一个复杂的过程，在这个过程中，每个参与者的角色都是至关重要的，并且必须与所有其他角色协调一致。调查结果表明，前往那不勒斯的游客并不完全满意，这证明那不勒斯没有清晰的目的地形象。

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