Visitors’ satisfaction in Dubai and pre-trip destination image

Xesfingi, Sofia and Papadopoulou, Georgia and Karamanis, Dimitrios and Martens, Hanno M. (2018): Visitors’ satisfaction in Dubai and pre-trip destination image.

Abstract

Understanding the factors that influence tourists’ satisfaction and the pre-trip destination image of potential visitors is particularly important for policy makers and tourism marketers. The objective of this study is twofold; first to assess the satisfaction level of tourists who have visited Dubai and further explore the factors that shape it and associate with it. Second, to assess the intention to visit Dubai according to the pre-trip destination image of potential tourists. This empirical study relies on a unique sample of 210 participants from all over the world in the year 2017. Several demographic characteristics as well as variables related to the trip process and the city attributes are collected and explored in order to document any relationship between the two groups. The major findings of the ordered logit analysis demonstrate that the city attributes are the most significant contributors to tourists’ satisfaction and to non visitors’ intention to visit Dubai. Trip factors and demographic characteristics also play a significant role only for the group of visitors. The overall satisfaction is what creates loyalty and drives tourists to repeat their visit.

• Item Type: MPRA Paper
• Language: English
• Keywords: Tourist Satisfaction, Pre-trip destination image, Behavioral Intention, Dubai
• Subjects: L - Industrial Organization > L8 - Industry Studies: Services > L83 - Sports ; Gambling ; Restaurants ; Recreation ; Tourism; N - Economic History > N7 - Transport, Trade, Energy, Technology, and Other Services > N75 - Asia including Middle East

References

Alananzeh, O.A., Masa'deh, R., Jawabreh, O., Al Mahmoud, A. and Hamada, R. (2018). The Impact of Customer Relationship Management on Tourist Satisfaction: The Case of Radisson Blue Resort in Aqaba City. Journal of Environmental Management & Tourism, 9(2), 227-240.

Alegre, J. and Cladera, M. (2006). Repeat visitation in mature sun and sand holiday destinations. Journal of Travel Research, 44(3), 288-297.

Alegre, J. and Cladera, M. (2009). Analysing the effect of satisfaction and previous visits on tourist intentions to return. European Journal of Marketing, 43, 670-685.

Alegre, J. and Garau, J. (2010). Tourist Satisfaction and Dissatisfaction. Annals of Tourism, 37(1), 52-73. Alexandris, K., Kouthouris, C. and Meligdis, A. (2006). Increasing customers’ loyalty in a skiing resort: The contribution of place attachment and service quality. International Journal of Contemporary Hospitality Management, 18(5), 414-425.

Anand, P., Holbrook, M. B. and Stephens, D. (1988). The Formation of Affective Judgments: The Cognitive-Affective Model Versus the Independence Hypothesis. Journal of Consumer Research, 15(3), 386-391.

Anderson, E.W., Fornell, C. and Lehmann, D.R. (1994). Customer satisfaction, market share, and profitability: finding from Sweden. Journal of Marketing, 58(3): 53-66.

Assaker, G., Vinzi, V.E. and O'Connor, P. (2011). Examining the effect of novelty seeking, satisfaction, and destination image on tourists'; return pattern: a two factor, non-linear latent growth model. Tourism Management, 32(4):890-901.

Baker, D. A., and Crompton, J.L. (2000). Quality, Satisfaction and Behavioral Intentions . Annals of Tourism Research, 20, 758-804.

Balakrishnan, M. (2016). Case: United Arab Emirates (Uae) - Architecture of a Nation Brand. In K. Dinnie (Ed.), Nation Branding (2nd ed., pp. 24-28). New York: Routledge.

Balmer, J.M.T. (2009). Corporate Marketing: Apocalypse, Advent and Epiphany. Management Decision, 47(4), 544-572.

Baloglu, S. and McCleary, K. (1999). U.S. International Pleasure Travelers' Images of Four Mediterranean Destinations: A Comparison of Visitors and Nonvisitors. Journal of Travel Research, 38(2), 144-152.

Boulding, K.E. (1956). The Image: Knowledge and Life in Society. Ann Arbor MI: University of Michigan Press.

Brkic, N. and Dzeko, S. (2008). Managing tourist satisfaction and retention: A case of tourist destination Canton Sarajevo, Bosnia and Herzegovina. An Enterprise Odyssey, International Conference Proceedings, University of Zagreb. 1638-1653.

Chen, C.F. and Chen, F.S. (2010). Experience quality, perceived value, satisfaction andbehavioral intentions for heritage tourists. Tourism Management, 32, 29–35.

Chen, C.F. and Tsai, D. (2007). How destination image and evaluative factors affect behavioral intentions?. Tourism Management, 28(4), 1115-1122.

Cherifi, B., Smith, A., Maitland, R. and Stevenson, N. (2014). Destination images of non-visitors. Annals of Tourism Research, 49, 190-202.

Chi, C.G.Q. (2012). An examination of destination loyalty: Differences between the first-time and repeat visitors. Journal of Hospitality & Tourism Research, 36, 3-24.

Chon, K.S. (1990). The Role of Destination Image in Tourism: A Review and Discussion. The Tourist Review, 45(2), 2-9.

Choo, H. and Petrick, J.F. (2014). Social interactions and intentions to revisit for agritourism service encounters. Tourism Management, 40, 372-381.

Clemes, M.D., Gan, C., Ren, M. (2011). Synthesizing the effects of service quality,value, and customer satisfaction on behavioral intentions in the motelindustry: an empirical analysis. Journal of Hospitality and Tourism Research, 35, 530–568.

Cong, C.L. and Dam, X.D. (2017). Factors affecting European tourists’ satisfaction in Nha Trang city: perceptions of destination quality. International Journal of Tourism Cities, 3(4), 350-362.

Cronin, J. and Brady, M.K. (2000). Assessing the effects of quality, value and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2): 193-218.

DiPietro, R.B., Wang, Y., Rompf, P. and Severt, D. (2007). At-destination visitor information search and venue decision strategies. International Journal of Tourism Research, 9, 175-188.

Dubai Statistics Center (2018). https://www.dsc.gov.ae/en-us/Themes/Pages/Tourism.aspx? Theme=30#DSC_Tab2, [Accessed 18/10/2018].

Echtner, C.M. and Ritchie, J.R.B. (1993). The Measurement of Destination Image: An Empirical Assessment. Journal of Travel Research, 31(4), 3-13.

Elliot, S., Papadopoulos, N. and Kim, S.S. (2010). An Integrative Model of Place Image: Exploring Relationships between Destination, Product, and Country Images. Journal of Travel Research, 50(5), 520-534.

Erickson, G.M., Johansson, J.K. and Chao, P. (1984). Image Variables in Multi-Attribute Product Evaluations: Country-of-Origin Effects. Journal of Consumer Research, 11(2), 694-699.

Fakeye, P.C. and Crompton, J.L. (1991). Image Differences between Prospective, First-Time, and Repeat Visitors to the Lower Rio Grande Valley. Journal of Travel Research, 30(2), 10-16.

Fishbein, M. and Ajzen, I. (1975). Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research. Philippines: Addison-Wesley.

Forozia, A., Zadeh, M.S. and Gilani, M.H.N. (2013). Customer Satisfaction in Hospitality Industry: Middle East Tourists at 3star Hotels in Malaysia. Research Journal of Applied Sciences, Engineering and Technology, 5(17), 4329-4335.

Foster, D. (2002). Measuring Customer Satisfaction in the Tourism Industry. Proceeding of the Third International & Sixth National Research Conference on Quality Management. The Centre for Management Quality Research at RMIT University. Retrieved from: https://www.researchgate.net/publication/228974208_Measuring_customer_satisfaction_in_the_tourism_industry.

Gallarza, M.G., Saura, I.G. and Garcia, H.C. (2002). Destination Image. Towards a Conceptual Framework. Annals of Tourism Research, 29(1), 56-78.

Gartner, W.C. (1993). Image Formation Process. Journal of Travel & Tourism Marketing, 2(2-3), 191-216.

Giraldi, A. and Cesareo, L. (2014). Destination Image Differences between First-Time and Return Visitors: An Exploratory Study on the City of Rome. Tourism and Hospitality Research, 14(4), 197-205.

Gulf News (2018). Dubai, Abu dhabi report 3.6% growth in tourism during Q1 of 2018, https://gulfnews.com/business/sectors/tourism/dubai-abu-dhabi-report-3-6-growth-in-tourism-during-q1-of-2018-1.2229824 [Accessed 30/08/2018].

Gunn, C. (1972). Vacationsscape Designing Tourist Regions. Austin: Bureau of Business Research in The University of Texas.

Hedblom, M.M., Kutz, O. and Neuhaus, F. (2016). Image Schemas in Computational Conceptual Blending. Cognitive Systems Research, 39, 42-57.

Henderson, J.C. (2006). Tourism in Dubai: overcoming barriers to destination development. International Journal of Tourism Research, 8(2): 87-99.

Hoest,V. and Knie-Anderson, M. (2004). Modeling customer satisfaction in mortgage credit companies. International Journal of Bank Marketing, 22(1): 26-42.

Huh, J. (2002). Tourist Satisfaction with Cultural/Heritage Sites: The Virginia Historic Triangle. Master Thesis. Faculty of Virginia Polytechnic. Institute and State University. US.

Hunt, J.D. (1971). Image: A Factor in Tourism. Colorado State University, USA, Unpublished PhD Dissertation.

Huntington, S.P. (1996). The Clash of Civilizations and the Remaking of World Order. New York: Simon & Schuster. Jarvis, D., Stoeckl, N. and Liu, H. (2016). The impact of economic, social and environmental factors on trip satisfaction and the likelihood of visitors returning. Tourism Management, 52, 1-18.

Katsumata, S. and Song, J. (2016). The Reciprocal Effects of Country-of-Origin on Product Evaluation. Asia Pacific Journal of Marketing and Logistics, 28(1), 92-106. Kim, H. and Chen, J.S. (2016). Destination Image Formation Process: A Holistic Model. Journal of Vacation Marketing, 22(2), 154-166.

Kim, S.S. and Morrsion, A.M. (2005). Change of Images of South Korea among Foreign Tourists after the 2002 Fifa World Cup. Tourism Management, 26(2), 233-247.

Kozak, M. (2001). Repeaters' behavior at two distinct destinations. Annals of Tourism Research, 28(3), 784-807.

Lee, R. and Lockshin, L. (2012). Reverse Country-of-Origin Effects of Product Perceptions on Destination Image. Journal of Travel Research, 51(4), 502-511.

Lee, R., Lockshin, L. and Greenacre, L. (2016). A Memory-Theory Perspective of Country-Image Formation. Journal of International Marketing, 24(2), 62-79.

Lin, Y.H., Chen, C.C. and Park, C.W. (2012). The Salient and Organic Images of Taiwan as Perceived by Mainland Chinese Tourists. Asia Pacific Journal of Tourism Research, 17(4), 381-393.

Liu, C.R., Lin, W.R. and Wang, Y.C. (2012). Relationship between Self-Congruity and Destination Loyalty: Differences between First-Time and Repeat Visitors. Journal of Destination Marketing & Management, 1(1-2), 118-123.

Llodrà-Riera, I., Martínez-Ruiz, M.P., Jiménez-Zarco, A.I. and Izquierdo-Yusta, A. (2015). A Multidimensional Analysis of the Information Sources Construct and Its Relevance for Destination Image Formation. Tourism Management, 48, 319-328.

Lyssiotou, P. (2000). Dynamic Analysis of British Demand for Tourism Abroad. Empirical Economics, 25(3), 421-436. Martens, H. M. and Reiser, D. (2017). Analysing the Image of Abu Dhabi and Dubai as Tourism Destinations – the Perception of First-Time Visitors from Germany. Tourism and Hospitality Research. DOI: 10.1177/1467358417690436

Martineau, P. (1958). The Personality of the Retail Store. Harvard Business Review, 36, 47-55.

Martín-Santana, D. Beerli-Palacio, A, & Nazzareno, P.A. (2017). Antecedents and consequences of destination image gap. Annals of Tourism Research, 62, 13-25.

Master, H. and Prideaux, B. (2000). Culture and vacation satisfaction: A study of Taiwanese tourists in South East Queensland. Tourism Management, 21(5): 445-450.

Mayo, E. (1973). Regional Images and Regional Travel Development. Paper presented at the Travel and Tourism Research Association Proceedings, Salt Lake City. Mohammed, A.R.J., Zahari, M.S.M., Talib, S.A. and Suhaimi, M.Z. (2014). The Causal Relationships between Destination Image, Tourist Satisfaction and Revisit Intention: A Case of the United Arab Emirates. International Journal of Economics and Management Engineering, 8(10), 3354-3360.

Murphy, L., Benckendorff, P. and Moscardo, G. (2007) Linking travel motivation, tourist self-image and destination brand personality. Journal of Travel & Tourism Marketing, 22, 45-59.

Patton, M. Q. (2002). Qualitative Research & Evaluation Methods. London: SAGE Publications.

Pike, S. (2002). Destination Image Analysis: A Review of 142 Papers from 1973 to 2000. Tourism Management, 23(5), 541-549.

Pike, S. (2007). Destination Image Literature: 2001-2007. Acta Turistica, 19(2), 107-125.

Pike, S. (2008). Destination Marketing - an Integrated Marketing Communication Approach. Oxford: Elsevier.

Pike, S. (2016). Destination Marketing Essentials. New York: Routledge.

Pou, L. and Alegre, A. (2002). The Determinants of The Probability of Tourism Consumption: An Analysis With A Family Expenditure Survey, DEA-DEE Working Paper, No. 39 . Retrieved from: http://dea.uib.es/digitalAssets/136/136577_dt39.pdf

Reisinger, Y. (2009). International Tourism - Cultures and Behaviour. Oxford: Elsevier.

Reynolds, W. H. (1965). The Role of the Consumer in Image Building. California Management Review, Spring, 69-76.

Salleh, M., Omar, K., Yaakop, A.Y. and Mahmood, A.R. (2013). Tourist satisfaction in Malaysia. International Journal of Business and Social Science, 4(5), 221-226.

Shahrivar, R.B. (2012). Factors that influence tourist satisfaction. Journal of Travel and Tourism Research, Special Issue-Destination Management, 61-79.

Smith, W.W., Li, X., Pan, B., Witte, M. and Doherty, S. T. (2015). Tracking destination image across the trip experience with smartphone technology. Tourism Management, 48(June), 113-122.

Stern, E. and Krakover, S. (1993). The Formation of a Composite Urban Image. Geographical Analysis, 25(2), 130-146.

Stylidis, D., Shani, A. and Belhassen, Y. (2017). Testing an integrated destination image model across residents and tourists. Tourism Management, 58, 184-195.

Sukiman, M.F., Omar, S.I., Muhibudin, M., Yussof, I. and Mohamed B. (2013). Tourist satisfaction as the key to destination survival in Pahang. Proceedia-Social and Behavioral Sciences, 91, 78-87.

Tasci, A.D., Gartner, W.C. and Tamer Cavusgil, S. (2007). Conceptualization and Operationalization of Destination Image. Journal of Hospitality & Tourism Research, 31(2), 194-223.

Thomas, W.J. and Thomas, D. (1928). The Child in America. New York: Knopf.

Yoon, Y. and Uysal, M. (2005). An Examination of the Effects of Motivation and Satisfaction on Destination Loyalty: A Structural Model. Tourism Management, 26, 45-56.

Zhang, H., Fu, X., Cai, L. and Lu, L. (2014). Destination image and tourist loyalty: A meta-analysis. Tourism Management, 40, 213-223.