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All posts tagged Satisfaction

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The report comprises four parts, beginning with the background to the study, and the literature underpinning its focus and methods. The second part provides a detailed description of the research methods including data sources, sampling, primary data collection methods and instrument development. The third section presents the  research findings covering profile of respondents, their temporal and spatial experiences, satisfiers, dissatisfiers,  overall satisfaction, other experiences sought and three brief case studies of the experience of particular sites. The report concludes by outlining the study’s contribution to theory and methodology, its implications for the tourism industry and avenues for further research.
by Betty Weiler and Xin Yu

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Weiler_ChineseVisitors-VIC

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This project explores a range of issues relating to the collection, analysis and evaluation of visitor satisfaction information with a view to creating operational benchmarks and decisions processes that can guide and address managerial action. The key outcome of this study is the alignment of visitor satisfaction against the organisational missions and objectives as the criteria for judging visitor satisfaction. This study also provides a methodology for developing service benchmarks and ‘dissatisfaction’ tolerance levels for various operational objectives the organisation may be pursuing.

by Shameem Ali

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Indigenous Cultural Tourism at the Grampians: Benchmarking Visitor Satisfaction at Brambuk—the National Parks and Cultural Centre

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This report examines the current and potential market for summer mountain tourism. It aims to satisfy the expectations of these markets by providing the type of experiences and activities that best meets their needs while maintaining the environmental integrity of these mountain regions. In preserving the unique resources of the mountain regions, the nature of the market must be understood in order to predict and manage impacts.

by Phillipa Thomas, Petra Triandos and Roslyn Russell

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Visitor Monitoring in Mountain Parks and Resorts: Summer Mountain Tourism, Victoria

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The need for data on the recreational use of the alpine area of Kosciuszko National Park is important for the sustainable visitor use of the highest area in Australia. Previous visitor monitoring surveys and estimations of  visitor numbers have shown significant increases in visitation between the late 1970s and the early 1990s. Over the 1999/2000 summer, a 40 day monitoring program was undertaken for the Kosciuszko alpine area by the New South Wales National Parks and Wildlife Service in conjunction with the Sustainable Tourism Cooperative Research Centre.

by Stuart Johnston and Andrew Growcock

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Visiting the Kosciuszko Alpine Area: Visitor Numbers, Characteristics and Activities

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The aim of this project was to develop and test a method to benchmark and monitor visitor satisfaction at attractions, with the potential to further refine and apply this approach to attractions in other urban destinations.

by Brent  Ritchie, Trevor Mules and Sue Uzabeaga

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Visitor Attraction Satisfaction Benchmarking Project

Visitor Attraction Satisfaction Benchmarking Project

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Wildlife tourism is big business worldwide, and is a valuable tool for nature conservation. This is a comprehensive volume on the subject, written by experts in the field and drawing on a wide range of disciplines. It covers the full scope of wildlife tourism, including zoos, wildlife watching, hunting and fishing. It provides an up-to-date review of wildlife tourism issues, and practical directions for enhancing its Triple Bottom Line sustainability. This book is essential reading for all tourism professionals, wildlife managers, recreation managers, researchers, and general readers with an interest in the role of wildlife in tourism. For a review of this title by WildWatch, go to this site – http://www.wildwatch.com/magazine/reviews.asp

by Karen Higginbottom

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Wildlife Tourism: Impacts, Management and Planning

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This report presents the results of a wildlife tourism product aimed at providing information about the role of Australian native wildlife as a tourism product in the international visitor market.

by Liz Fredline and Bill Faulkner

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International Market Analysis of Wildlife Tourism

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This report considers the role of wildlife tourism in the Australian domestic market through a study based on a telephone interview survey of 1356 respondents from all over Australia. The aims of this study were to assess the role and significance of wildlife experiences within the Australian domestic tourism market; establish a typology of domestic wildlife tourists through market segmentation and develop market profiles; and examine motivations for and satisfaction levels with wildlife encounters amongst domestic wildlife tourists.

by Liz Fredline

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An Analysis of the Domestic Wildlife Tourism Market in Australia

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The objectives of the study were to provide the foundation for the development of an industry-led set of national benchmarks for operational management of caravan and tourist park sites; a set of national visitor service quality benchmarks; a set of national protocols for ongoing performance management; and a decentralised knowledge management process whereby the practices, protocols and benefits of the project will be dispersed throughout rural and regional Australia. The achievement of these objectives provides a basis for improving the quality of service provision to caravan and tourist park customers and the management performance of caravan and tourist park operations.

by Bruce Hayllar, Gary Crilley and Barry Bell

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Ithaca, NY, April 2, 2014 – Hotels that have earned the ISO 14001 certification had higher guest satisfaction scores than those with no such certification, according to a study published by the Cornell Center for Hospitality Research (CHR). The study, which surveyed guests at 6,850 hotels in Spain, found that 4-star hotels particularly benefited from higher guest satisfaction scores when they held the ISO environmental management certification.

The study, “Environmental Management Certification (ISO 14001): Effects on Hotel Guest Reviews,” is available at no charge from the CHR. It was written by María-del-Val Segarra-Oña, Angel Peiró-Signes, Rohit Verma, José Mondéjar-Jiménez, and Manuel Vargas-Vargas. Segarra-Oña and Peiró-Signes are at Politechnic University of Valencia, Mondéjar-Jiménez is dean of Social Sciences School of Cuenca at the University of Castilla-La Mancha, where Vargas-Vargas is an associate professor. Verma is a professor at the Cornell School of Hotel Administration.

“This is one of several studies that indicate clear benefits from eco-certification, and one of these benefits seems to involve improved operations,” said Verma. “In this study, we see that guests do appreciate those operating improvements. This is especially true for upscale hotels, where certification boosted guest ratings significantly.” The ISO 14001 standard, which can apply to any business, specifies a path for continuous improvement and control of a firm’s environmental performance.

The Spanish study found that the guests gave significantly higher satisfaction ratings to 4-star hotels that met the ISO 14001 standard than to their non-certified competitors. On the other hand, guest rating differences relating to certification in 5- and 3-star hotels were muted. Thus, the results imply that acquiring ISO 14001 certification may give upscale hotels a distinctive asset that leads them to a competitive advantage over similar non-certified properties. On the other hand, in 5- and 3-star properties, it appears guests are focused on other factors when they make their satisfaction ratings.

Originally published as Sustainable Hotels Earn Higher Guest Ratings, Says Cornell Study by The Cornell Center for Hospitality Research (CHR)

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