Advertisement

Tourism satisfaction and perspectives: an exploratory study in Italy

  • Flavio Boccia
  • Roberta Di Gennaro
  • Pasquale SarnacchiaroEmail author
  • Virginia Sarno
Article
  • 57 Downloads

Abstract

The aim of the paper is to analyze the specific features of tourism in Italy through tourists’ behaviour and satisfaction level and to individuate future perspectives. A representative sample was analyzed through factor and cluster analysis to interpret the factors that affect the touristic performance according to specific indicators, which affect tourists’ features and their tourism expectation. The findings show three segmented customer’s groups with different levels of desire, satisfaction and perceived happiness and identify also synergistically strategic actions to revitalize tourism in the considered region. The research is the first of this kind in the area and a base for further studies.

Keywords

Cluster analysis Customer Factor analysis Opportunity Strategy 

Notes

References

  1. Agate, J.R., Agate, S.T., Birchler, K.: A vacation within a vacation: children’s day programs and parental satisfaction. Tour. Cult. Commun. 15(1), 21–32 (2015)CrossRefGoogle Scholar
  2. Albrecht, J.N.: Networking for sustainable tourism—towards a research agenda. J. Sustain. Tour. 21(5), 639–657 (2013)CrossRefGoogle Scholar
  3. Baggio, R.: Collaboration and cooperation in a tourism destination: a network science approach. Curr. Issues Tour. 14(2), 183–189 (2011)CrossRefGoogle Scholar
  4. Baggio, R., Scott, N., Cooper, C.: Network science; a review focused on tourism. Ann. Tour. Res. 37(3), 802–827 (2010)CrossRefGoogle Scholar
  5. Beardsworth, C., Haslam, C., Keil, T., Goode, J., Sherrat, E.: Contemporary nutritional attitudes and practices: a factor analysis approach. Appetite 32, 127–143 (1999)CrossRefGoogle Scholar
  6. Beaumont, N., Dredge, D.: Local tourism governance: a comparison of three network approaches. J. Sustain. Tour. 18(1), 7–28 (2010)CrossRefGoogle Scholar
  7. Beritelli, P.: Cooperation among prominent actors in a tourism destination. Ann. Tour. Res. 38(2), 607–629 (2011)CrossRefGoogle Scholar
  8. Boccia, F., Sarno, V., Aquino, M.A.: Tourism, custom satisfaction and perspectives of growth: an empirical analysis on Campania Region. Paper presented at the 1st International Conference on Enlightening Tourism on Competition and Innovation in Tourism: New Challenges in an Uncertain Environment, 13rd–14th Sept 2012, Naples (2012)Google Scholar
  9. Boccia, F., Covino, D., Sarnacchiaro, P.: Genetically modified food versus knowledge and fear: a Noumenic approach for consumer behaviour. Food Res. Int. 111, 682–688 (2018)CrossRefGoogle Scholar
  10. Boschma, R.A., Frenken, K.: Why is economic geography not an evolutionary science? Towards an evolutionary economic geography. J. Econ. Geogr. 6(3), 273–302 (2006)CrossRefGoogle Scholar
  11. Buhalis, D.: Marketing the competitive destination of the future. Tour. Manag. 21(1), 97–116 (2000)CrossRefGoogle Scholar
  12. Campania Region: Guidelines for interventions Chain (PIF) and for Rural Areas (PIAR). Salerno: POR 2007–2013—Campania Region Print (2013)Google Scholar
  13. De Filippo, G.: Nature Guide to the National Park of Cilento and Vallo di Diano. National Park of Cilento and Vallo di Diano Publisher, Salerno (2002)Google Scholar
  14. Deery, M., O’Mahony, G.B., Moors, R.: Employing a lifecycle typology to generate a unified and strategic approach to regional wine tourism development. Tour. Plan. Dev. 9(3), 291–307 (2012)CrossRefGoogle Scholar
  15. Del Chiappa, G., Fortezza, F.: Wedding-based tourism development: insights from an Italian context. Adv. Cult. Tour. Hosp. Res. 10, 61–74 (2015)CrossRefGoogle Scholar
  16. Del Chiappa, G., Presenza, A.: The use of network analysis to assess relationships among stakeholders within a tourism destination: an empirical investigation on Costa Smeralda–Gallura, Italy. Tour. Anal. 18(1), 1–13 (2013)CrossRefGoogle Scholar
  17. Del Chiappa, G., Andreu, L., Gallarza, M.G.: Emotions and visitors’ satisfaction at a museum. Int. J. Cult. Tour. Hosp. Res. 8(4), 420–431 (2014)CrossRefGoogle Scholar
  18. Denicolai, S., Cioccarelli, G., Zucchella, A.: Resource-based local development and networked core-competencies for tourism excellence. Tour. Manag. 31(2), 260–266 (2010)CrossRefGoogle Scholar
  19. Dwyer, L., Edwards, D., Mistilis, N., Roman, C., Scott, N.: Destination and enterprise management for a tourism future. Tour. Manag. 30(1), 63–74 (2009)CrossRefGoogle Scholar
  20. Eagly, A.H., Chaiken, S.: The Psychology of Attitudes. Hartcourt Brace Jovanovich College Publisher, Orlando (1993)Google Scholar
  21. Fuglsang, L., Eide, D.: The experience turn as ‘bandwagon’: understanding network formation and innovation as practice. Eur. Urban Reg. Stud. 20(4), 417–434 (2013)CrossRefGoogle Scholar
  22. Fulgione, G.: Park Plan. The National Park of Cilento and Vallo di Diano Publisher, Salerno (2005)Google Scholar
  23. García de Soto-Camacho, E., Vargas-Sánchez, A.: Choice of entry mode, strategic flexibility and performance of international strategy in hotel chains: an approach based on real options. Eur. J. Tour. Res. 9, 92–114 (2015)Google Scholar
  24. Gretzel, U., Fesenmaier, D.R.: Implementing a knowledge-based tourism marketing information system: the Illinois tourism network. Inf. Technol. Tour. 6(4), 245–255 (2003)CrossRefGoogle Scholar
  25. Grigolon, A., Kemperman, A., Timmermans, H.: Exploring interdependencies in students’ vacation portfolios using association rules. Eur. J. Tour. Res. 5(2), 93–105 (2012)Google Scholar
  26. Gunn, C.A.: Industry pragmatism vs tourism planning. Leis. Sci. 1(1), 85–94 (1977)CrossRefGoogle Scholar
  27. Hall, C.M.: Rethinking collaboration and partnership: a public policy perspective. J. Sustain. Tour. 7(3), 274–289 (1999)CrossRefGoogle Scholar
  28. Hall, C.M.: Tourism: Rethinking the Social Science of Mobility. Prentice-Hall, Harlow (2005)Google Scholar
  29. Hall, C.M., Page, S.J.: Progress in tourism management: from the geography of tourism to geographies of tourism—a review. Tour. Manag. 30(1), 3–16 (2009)CrossRefGoogle Scholar
  30. Halme, M.: Learning for sustainable development in tourism networks. Bus. Strategy Environ. 10(2), 100–114 (2001)CrossRefGoogle Scholar
  31. Haugland, S.A., Ness, H., Grønseth, B.-O., Aarstad, J.: Development of tourism destinations; an integrated multilevel perspective. Ann. Tour. Res. 38(1), 268–290 (2011)CrossRefGoogle Scholar
  32. Jamal, T.B., Getz, D.: Collaboration theory and community tourism planning. Ann. Tour. Res. 22(1), 186–204 (1995)CrossRefGoogle Scholar
  33. Kaiser, H.F.: The varimax criterion for analytic rotation in factor analysis. Psychometrika 23(3), 187–200 (1958)CrossRefGoogle Scholar
  34. Lemmetyinen, A., Go, F.M.: The key capabilities required for managing tourism business networks. Tour. Manag. 30(1), 31–40 (2009)CrossRefGoogle Scholar
  35. Liu, C.-R., Wu, T.-C., Yeh, P.-H., Chen, S.-P.: Equity-based customer loyalty mode for the upscale hotels—alternative models for leisure and business travels. Tour. Manag. Perspect. 16, 139–147 (2015)CrossRefGoogle Scholar
  36. Lu, C., Berchoux, C., Marek, M.W., Chen, B.: Service quality and customer satisfaction: qualitative research implications for luxury hotels. Int. J. Cult. Tour. Hosp. Res. 9(2), 168–182 (2015)CrossRefGoogle Scholar
  37. Mac Queen, J.: Some methods for classification and analysis of multivariate observations. Paper presented at the 5th Berkeley Symposium on Mathematical Statistics and Probability, vol. 1: Statistics, University of California press. 21st June–18th July 18 1965 and 27th Dec 1965–7th Jan 1966, Berkeley (1967)Google Scholar
  38. McCabe, S., Sharples, M., Foster, C.: Stakeholder engagement in the design of scenarios of technology-enhanced tourism services. Tour. Manag. Perspect. 4, 36–44 (2012)CrossRefGoogle Scholar
  39. Meleddu, M., Pulinna, M.: Evaluation of individuals’ intention to pay a premium price for ecotourism: an exploratory study. J. Behav. Exp. Econ. 65, 67–78 (2016)CrossRefGoogle Scholar
  40. Melián-González, A., García-Falcón, J.M.: Competitive potential of tourism in destinations. Ann. Tour. Res. 30(3), 720–740 (2003)CrossRefGoogle Scholar
  41. Milligan, G.W., Cooper, M.C.: The effect of error on determining number of clusters in a data set. Psychometrika 50, 159–179 (1985)CrossRefGoogle Scholar
  42. Morrison, A., Lynch, P., Johns, N.: International tourism networks. Int. J. Contemp. Hosp. Manag. 16(3), 197–202 (2004)CrossRefGoogle Scholar
  43. Mountain Community Bussento: Economic and Social Development Plan of the Mountain Community Bussento. MondoGIS Publisher, Salerno (2012)Google Scholar
  44. Novelli, M., Schmitz, B., Spencer, T.: Networks, clusters and innovation in tourism: a UK experience. Tour. Manag. 27(6), 1141–1152 (2006)CrossRefGoogle Scholar
  45. Nyaupane, G.P., Andereck, K.L.: Visitors to cultural heritage attractions: an activity-based integrated typology. Tour. Cult. Commun. 14(1), 17–26 (2014)CrossRefGoogle Scholar
  46. Presenza, A., Cipollina, M.: Analysing tourism stakeholders networks. Tour. Rev. 6(4), 17–30 (2010)CrossRefGoogle Scholar
  47. Provan, K.G., Kenis, P.: Modes of network governance: structure, management, and effectiveness. J. Public Adm. Res. Theory 18(2), 229–252 (2008)CrossRefGoogle Scholar
  48. Ramayah, T., Lee, J.W.C., In, J.B.C.: Network collaboration and performance in the tourism sector. Serv. Bus. 5(4), 411–428 (2011)CrossRefGoogle Scholar
  49. Sarno, V., Barmo, M.: Sustainability management in the agri-food companies: a practical guide. Qual. Access Success 15(141), 96–99 (2014)Google Scholar
  50. Scott, N., Baggio, R., Cooper, C.: Network Analysis and Tourism: From Theory to Practice. Channel View Publications, Clevedon (2008)Google Scholar
  51. Semley, N., Huang, R., Dalton, J.: Feedback for learning development: tourism students’ perspective. J. Hosp. Leis. Sport Tour. Educ. 19(1), 41–53 (2016)CrossRefGoogle Scholar
  52. Song, H., van der Veen, R., Li, G., Chen, J.L.: Hong Kong tourist satisfaction index. Ann. Tour. Res. 39(1), 459–479 (2012)CrossRefGoogle Scholar
  53. Sørensen, F.: The geographies of social networks and innovation in tourism. Tour. Geogr. Int. J. Tour. Space Place Environ. 9(1), 22–48 (2007)Google Scholar
  54. Sundbo, J., Orfila-Sintes, F., Sørensen, F.: The innovative behavior of tourism firms—comparative studies of Denmark and Spain. Res. Policy 36(1), 88–106 (2007)CrossRefGoogle Scholar
  55. Thrane, C.: Students’ summer tourism: an econometric analysis of trip costs and trip expenditures. Tour. Manag. Perspect. 15, 65–71 (2015)CrossRefGoogle Scholar
  56. Tremblay, P.: The economic organization of tourism. Ann. Tour. Res. 25(4), 837–859 (1998)CrossRefGoogle Scholar
  57. Tuggle, F.J., Kerpelman, J., Pittman, J.: Young adolescents’ shared leisure activities with close friends and dating partners: associations with supportive communication and relationship satisfaction. J. Leis. Res. 48(5), 84–92 (2016)Google Scholar
  58. Van der Zee, E., Vanneste, D.: Tourism networks unravelled; a review of the literature on networks in tourism management studies. Tour. Manag. Perspect. 15, 46–56 (2015)CrossRefGoogle Scholar
  59. Vargo, S.L., Lusch, R.F.: Evolving to a new dominant logic for marketing. J. Mark. 68(1), 1–17 (2004)CrossRefGoogle Scholar
  60. Viken, A., Aarsaether, N.: Transforming an iconic attraction into a diversified destination: the case of North Cape tourism. Scand. J. Hosp. Tour. 13(1), 38–54 (2013)CrossRefGoogle Scholar
  61. Vladimirov, Z.: Factors for the e-business adoption by small tourism firms and the role of shadow economic practices. Eur. J. Tour. Res. 10, 5–34 (2015)Google Scholar
  62. Wang, C.-H., Chen, K.-Y., Chen, S.-C.: Total quality management, market orientation and hotel performance: the moderating effects of external environmental factors. Int. J. Hosp. Manag. 31(1), 119–129 (2012)CrossRefGoogle Scholar
  63. Zehrer, A., Raich, F.: Applying a lifecycle perspective to explain tourism network development. Serv. Ind. J. 30(10), 1683–1705 (2010)CrossRefGoogle Scholar
  64. Zoghbi-Manrique-de-Lara, P., Suárez-Acosta, M., Arias-Febles, J.: Guests’ perceptions of hotels’ (un)fair treatment of staff: their impact on service recovery. Eur. J. Tour. Res. 8, 20–34 (2014)Google Scholar

Copyright information

© Springer Nature B.V. 2019

Authors and Affiliations

  1. 1.Department of Economic and Legal Studies“Parthenope” University of NaplesNaplesItaly
  2. 2.Department of Engineering“Parthenope” University of NaplesNaplesItaly
  3. 3.Department of Law and Economics“Unitelma Sapienza” University of RomeRomeItaly

Personalised recommendations