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Dissatisfaction Responses of Tourists in the Havana World Heritage Site

Author

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  • Yen E. Lam-González

    (Institute for Tourism and Economic Sustainable Development, University of Las Palmas de Gran Canaria, 35017 Las Palmas de Gran Canaria, Las Palmas, Spain)

  • Richard Clouet

    (Department of Modern Philology, Translation and Interpreting, University of Las Palmas de Gran Canaria, 35017 Las Palmas de Gran Canaria, Las Palmas, Spain)

  • Niurka Cruz Sosa

    (Master Plan for Havana, Historian’s Office of Havana City, Havana 10100, Cuba)

  • Javier de León

    (Institute for Tourism and Economic Sustainable Development, University of Las Palmas de Gran Canaria, 35017 Las Palmas de Gran Canaria, Las Palmas, Spain)

Abstract

This paper aims to assess the relationships between tourists’ negative evaluation of key management areas in the cultural city, their overall satisfaction and future intentions. More specifically, this paper proposes a covariance-based structural equations model (CB-SEM) to assess the influence of tourists’ dissatisfaction caused by failures in tourist and cultural services, hygiene and infrastructure on their overall satisfaction with the cultural trip and their intentions to repeat it. Using data collected from 1500 tourists visiting Old Havana on a cultural trip, this paper confirms that a negative opinion on the management of hygiene, cleanliness and crowding is dominant in explaining cultural tourists’ lower levels of satisfaction. In addition, this was found to be the only factor with a negative impact on tourists’ intentions to revisit the city in the future. The results are useful for helping managers of cultural destinations to distinguish the areas that are most relevant in their attempt to promote satisfaction and loyalty in the context of cultural tourism.

Suggested Citation

  • Yen E. Lam-González & Richard Clouet & Niurka Cruz Sosa & Javier de León, 2021. "Dissatisfaction Responses of Tourists in the Havana World Heritage Site," Sustainability, MDPI, vol. 13(19), pages 1-16, October.
    • Handle: RePEc:gam:jsusta:v:13:y:2021:i:19:p:11015-:d:649862
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    References listed on IDEAS

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    1. Akhoondnejad, Arman, 2016. "Tourist loyalty to a local cultural event: The case of Turkmen handicrafts festival," Tourism Management, Elsevier, vol. 52(C), pages 468-477.
    2. Janos Csapo, 2012. "The Role and Importance of Cultural Tourism in Modern Tourism Industry," Chapters, in: Murat Kasimoglu (ed.), Strategies for Tourism Industry - Micro and Macro Perspectives, IntechOpen.
    3. Shahida Kanwel & Zhou Lingqiang & Muhammad Asif & Jinsoo Hwang & Abid Hussain & Arif Jameel, 2019. "The Influence of Destination Image on Tourist Loyalty and Intention to Visit: Testing a Multiple Mediation Approach," Sustainability, MDPI, vol. 11(22), pages 1-19, November.
    4. Meleddu, Marta & Paci, Raffaele & Pulina, Manuela, 2015. "Repeated behaviour and destination loyalty," Tourism Management, Elsevier, vol. 50(C), pages 159-171.
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    Cited by:

    1. Sallam, Emad S. & Ruban, Dmitry A. & Ermolaev, Vladimir A., 2022. "Geoheritage resources and new direction of infrastructural growth in Egypt: From geosite assessment to policy development," Resources Policy, Elsevier, vol. 79(C).
    2. Husanjon Juraturgunov & Murodjon Raimkulov & Young-joo Ahn & Eunice Minjoo Kang, 2023. "World Heritage Site Tourism and Destination Loyalty along the Silk Road: A Study of U.S. Travelers in Uzbekistan," Sustainability, MDPI, vol. 15(13), pages 1-21, June.

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