Thu Dau Mot University Journal of Science


A review of approaches measuring tourist satisfaction

By Ho Ngoc Minh
DOI: 10.37550/tdmu.EJS/2023.02.399

Abstract

Satisfaction has been the central research area in consumer behavior. Particularly in tourism, satisfying tourists promises the success of destinations. Tourists are now seeking for premier experiences at destinations which requires more distinctive tourism products and excellent service quality. Monitoring tourist satisfaction has become more crucial than ever so as for destination managers and stakeholders to plan appropriate strategic development. The study clarifies the concept of visitor satisfaction and how satisfaction is measured in academic practice. This article review, synthesis, and analysis secondary data from previous academic studies. The article begins by providing satisfaction definition, followed by the benefits of achieving customer satisfaction, and finally, the commonly adopted approaches to measure tourist satisfaction is provided. The study focuses on those approaches proposed before the development of internet which data collection process is mainly based on survey. Both merits and demerits of each approach are also discussed.


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Publication Information

Publisher

Thu Dau Mot University, Viet Nam

Honorary Editor-in-Chief and Chairman of the Editorial Board

Assoc. Prof. Nguyen Van Hiep

Deputy Editor-in-Chief

PhD. Trần Hạnh Minh Phương
Thu Dau Mot University

Editorial Board

Prof. Tran Van Doan
Fujen University, Taiwan
Prof. Zafar Uddin Ahmed
Vietnam National University Ho Chi Minh City

Prof.Dr. Phillip G.Cerny
The University of Manchester, United Kingdom
Prof. Ngo Van Le
University of Social Sciences and Humanities (VNU-HCM)

Prof. Bui The Cuong
Southern Institute of Social Sciences​​​​​​​
Prof. Le Quang Tri
Can Tho University

Assoc. Prof. Nguyen Van Duc
Animal Husbandry Association of Vietnam
Assoc. Prof. Ted Yuchung Liu
National Pingtung University, Taiwan

PhD. Anita Doraisami
Economics Monash University, Australia
Prof. Dr. Andrew Seddon
Asia Pacific University of Technology & innovation (APU)

Assoc. Prof. Le Tuan Anh
Thu Dau Mot University
Prof. Abtar Darshan Singh
Asia Pacific University, Malaysia

Prof.Dr. Ron W.Edwards
The University of Melbourne, Australia
Assoc. Prof. Hoang Xuan Nien
Thu Dau Mot University

PhD. Nguyen Duc Nghia
Vietnam National University Ho Chi Minh City
PhD. Bao Dat
Monash University (Australia)

PhD. Raqib Chowdhury
Monash University (Australia)
PhD. Nguyen Hoang Tuan
Thu Dau Mot University

PhD. Nguyen Thi Lien Thuong
Thu Dau Mot University

Assistant

Nguyen Thi Man
Thu Dau Mot University