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Facilitating reef tourism management through an innovative importance-performance analysis method

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  • Coghlan, Alexandra

Abstract

This study presents a quantitative analysis of visitor satisfaction and its relation to tourism attributes on the Great Barrier Reef, Australia. It applies a modified version of the importance-performance analysis to determine various attributes’ range of impact on, and asymmetrical contribution to, visitor satisfaction. The analysis of 369 visitor surveys identified a complex relationship between satisfaction and environmental, operational and customer service attributes. It also identified those attributes which have a strong satisfaction-generating potential when they perform well, such as the diversity of the marine life, interactions with other passengers, comfort of the boat, quality of the entertainment, knowledgeable crew, quality of the information provided and the destination of the trip, and attributes with a high dissatisfaction-generating potential when they perform poorly, e.g. customer service, comfort of the trip, weather, quality of the coral, and cost of the trip. The study also considers the use of attribute-based studies of satisfaction within protected-area tourism and the management of visitor experiences.

Suggested Citation

  • Coghlan, Alexandra, 2012. "Facilitating reef tourism management through an innovative importance-performance analysis method," Tourism Management, Elsevier, vol. 33(4), pages 767-775.
    • Handle: RePEc:eee:touman:v:33:y:2012:i:4:p:767-775
    DOI: 10.1016/j.tourman.2011.08.010
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    1. Twan Huybers & Jeff Bennett, 2003. "Environmental Management and the Competitiveness of Nature-Based Tourism Destinations," Environmental & Resource Economics, Springer;European Association of Environmental and Resource Economists, vol. 24(3), pages 213-233, March.
    2. Kragt, Marit Ellen & Roebeling, Peter C. & Ruijs, Arjan, 2009. "Effects of Great Barrier Reef degradation on recreational reef-trip demand: a contingent behaviour approach," Australian Journal of Agricultural and Resource Economics, Australian Agricultural and Resource Economics Society, vol. 53(2), pages 1-17.
    3. Doucouliagos, Hristos & Hall, John, 2010. "Park visitation, constraints, and satisfaction: a meta-analysis," Working Papers eco_2010_18, Deakin University, Department of Economics.
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    Cited by:

    1. Guizzardi, Andrea & Stacchini, Annalisa, 2017. "Destinations strategic groups via Multivariate Competition-based IPA," Tourism Management, Elsevier, vol. 58(C), pages 40-50.
    2. Rodger, Kate & Taplin, Ross H. & Moore, Susan A., 2015. "Using a randomised experiment to test the causal effect of service quality on visitor satisfaction and loyalty in a remote national park," Tourism Management, Elsevier, vol. 50(C), pages 172-183.
    3. Lai, Ivan Ka Wai & Hitchcock, Michael, 2015. "Importance–performance analysis in tourism: A framework for researchers," Tourism Management, Elsevier, vol. 48(C), pages 242-267.
    4. Albayrak, Tahir & Caber, Meltem, 2015. "Prioritisation of the hotel attributes according to their influence on satisfaction: A comparison of two techniques," Tourism Management, Elsevier, vol. 46(C), pages 43-50.
    5. Pan, Frank C., 2015. "Practical application of importance-performance analysis in determining critical job satisfaction factors of a tourist hotel," Tourism Management, Elsevier, vol. 46(C), pages 84-91.
    6. Roni Armis & Hidehiko Kanegae, 2021. "Regional competitiveness of a post‐mining city in tourism: Ombilin coal mining heritage of Sawahlunto, Indonesia," Regional Science Policy & Practice, Wiley Blackwell, vol. 13(6), pages 1888-1910, December.
    7. Martin, Juan Carlos & Román, Concepción & Moreira, Pedro & Moreno, Roberto & Oyarce, Fernando, 2021. "Does the access transport mode affect visitors' satisfaction in a World Heritage City? The case of Valparaiso, Chile," Journal of Transport Geography, Elsevier, vol. 91(C).
    8. Jarvis, Diane & Stoeckl, Natalie & Liu, Hong-Bo, 2016. "The impact of economic, social and environmental factors on trip satisfaction and the likelihood of visitors returning," Tourism Management, Elsevier, vol. 52(C), pages 1-18.
    9. Chen, Pin-Zheng & Liu, Wan-Yu, 2019. "Assessing management performance of the national forest park using impact range-performance analysis and impact-asymmetry analysis," Forest Policy and Economics, Elsevier, vol. 104(C), pages 121-138.
    10. Michele Preziosi & Alessia Acampora & Maria Claudia Lucchetti & Roberto Merli, 2022. "Delighting Hotel Guests with Sustainability: Revamping Importance-Performance Analysis in the Light of the Three-Factor Theory of Customer Satisfaction," Sustainability, MDPI, vol. 14(6), pages 1-20, March.
    11. Sever, Ivan, 2015. "Importance-performance analysis: A valid management tool?," Tourism Management, Elsevier, vol. 48(C), pages 43-53.
    12. Seyed Hosseini & Alireza Ziaei Bideh, 2014. "A data mining approach for segmentation-based importance-performance analysis (SOM–BPNN–IPA): a new framework for developing customer retention strategies," Service Business, Springer;Pan-Pacific Business Association, vol. 8(2), pages 295-312, June.
    13. Sheng, Xiaojing & Simpson, Penny M. & Siguaw, Judy A., 2014. "U. S. winter migrants' park community attributes: An importance–performance analysis," Tourism Management, Elsevier, vol. 43(C), pages 55-67.
    14. Li, Wenbo & Long, Ruyin & Chen, Hong, 2016. "Consumers’ evaluation of national new energy vehicle policy in China: An analysis based on a four paradigm model," Energy Policy, Elsevier, vol. 99(C), pages 33-41.
    15. Bentz, Julia & Lopes, Fernando & Calado, Helena & Dearden, Philip, 2016. "Enhancing satisfaction and sustainable management: Whale watching in the Azores," Tourism Management, Elsevier, vol. 54(C), pages 465-476.
    16. Giglio, Vinicius J. & Luiz, Osmar J. & Schiavetti, Alexandre, 2015. "Marine life preferences and perceptions among recreational divers in Brazilian coral reefs," Tourism Management, Elsevier, vol. 51(C), pages 49-57.
    17. Chih-Chao Chung & Li-Chung Chao & Shi-Jer Lou, 2016. "The Establishment of a Green Supplier Selection and Guidance Mechanism with the ANP and IPA," Sustainability, MDPI, vol. 8(3), pages 1-24, March.
    18. Kuan-Mien Hsieh & Frank Pan, 2019. "Importance and performance analysis on the investor’s choice of an offshore mutual fund and a bank channel in Taiwan," International Journal of Finance & Banking Studies, Center for the Strategic Studies in Business and Finance, vol. 8(3), pages 01-12, July.
    19. Wang, Xia & Li, Xiang (Robert) & Zhen, Feng & Zhang, JinHe, 2016. "How smart is your tourist attraction?: Measuring tourist preferences of smart tourism attractions via a FCEM-AHP and IPA approach," Tourism Management, Elsevier, vol. 54(C), pages 309-320.
    20. Boley, B. Bynum & McGehee, Nancy Gard & Tom Hammett, A.L., 2017. "Importance-performance analysis (IPA) of sustainable tourism initiatives: The resident perspective," Tourism Management, Elsevier, vol. 58(C), pages 66-77.

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