Prioritization of the Theme Park Satisfaction Criteria with Multi-Criteria Decision-Making Method: Level Based Weight Assessment Model

Theme parks, whose numbers increased rapidly after the end of World War II, have been frequently visited by those who have wanted to spend their leisure time there in recent years. The theme parks, which are pioneers among entertainment centers with the development of the experience economy, should give importance to satisfaction in order to create competitive advantages in terms of visitor satisfaction. Satisfaction is a key factor, especially in the current competitive environment in the entertainment and tourism industry. Therefore, entertainment and tourism businesses should determine how to provide and measure satisfaction. This research focuses on identifying key criteria that affect theme park satisfaction. Satisfaction criteria were determined by using the literature and several contributions by the authors. The criteria were evaluated by asking the importance levels of the satisfaction criteria to the visitors who attended the theme park concerned. The Level Based Weight Assessment (LBWA) Model, a new model, is used in Multi-Criteria Decision-Making (MCDM) methods in evaluating the determined criteria and determining the weight coefficients. With the findings of the study, the criteria that affect customer satisfaction were determined. To achieve long-term success and competitive advantage, it is necessary to focus on customer satisfaction criteria. Therefore, of the criteria determined, it is recommended that theme park managers should focus more on which criteria. This study presents results that should be taken into account in solving problems, improving plans, and marketing strategies.