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Describing the Relationships between Tourist Satisfaction and Destination Loyalty in a Segmented and Digitalized Market

Author

Listed:
  • Bart Neuts

    (KU Leuven, Belgium)

  • João Romão

    (VU University Amsterdam)

  • Eveline van Leeuwen

    (VU University Amsterdam)

  • Peter Nijkamp

    (VU University Amsterdam)

Abstract

See the article in Tourism Economics (2013). Volume 19, Issue 5, pages 987-1004. As a result of advances in ICT-services, transportation, and local development, among others, an increasing number of destinations is competing to attract both national and international visitors. Globalisation requires destinations to increase their competitiveness or risk losing out on tourist revenues. While the research into destination competitiveness and tourist loyalty is well founded, recent progress in e-services has opened new opportunities for informing and attracting visitors. This paper examines the potential effects of e-services in an inclusive model of destination loyalty towards the city of Leipzig (Germany). The results of the path analysis indicate possibilities for e-services to increase both satisfaction and loyalty, especially with regard to a number of tourist subgroups.

Suggested Citation

  • Bart Neuts & João Romão & Eveline van Leeuwen & Peter Nijkamp, 2013. "Describing the Relationships between Tourist Satisfaction and Destination Loyalty in a Segmented and Digitalized Market," Tinbergen Institute Discussion Papers 13-164/VIII, Tinbergen Institute.
    • Handle: RePEc:tin:wpaper:20130164
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    References listed on IDEAS

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    1. Eveline S. Van Leeuwen & Peter Nijkamp, 2011. "The importance of e-services in cultural tourism: an application to Amsterdam, Leipzig and Genoa," International Journal of Sustainable Development, Inderscience Enterprises Ltd, vol. 14(3/4), pages 262-289.
    2. Bart Neuts & João Romão & Peter Nijkamp & Eveline Leeuwen, 2013. "Digital destinations in the tourist sector: a path model for the impact of e-services on tourist expenditures in Amsterdam," Letters in Spatial and Resource Sciences, Springer, vol. 6(2), pages 71-80, July.
    3. Karima Kourtit & Peter Nijkamp & Eveline S. Van Leeuwen & Frank Bruinsma, 2011. "Evaluation of cyber-tools in cultural tourism," International Journal of Sustainable Development, Inderscience Enterprises Ltd, vol. 14(3/4), pages 179-205.
    4. Aldebert, Bénédicte & Dang, Rani J. & Longhi, Christian, 2011. "Innovation in the tourism industry: The case of Tourism@," Tourism Management, Elsevier, vol. 32(5), pages 1204-1213.
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    6. Eveline van Leeuwen & Peter Nijkamp, 2010. "A Microsimulation Model for E-Services in Cultural Heritage Tourism," Tourism Economics, , vol. 16(2), pages 361-384, June.
    7. Bénédicte Aldebert & Rani Jeanne Dang & Christian Longhi, 2011. "Innovation in the tourism industry : the case of tourism@," Post-Print halshs-00721551, HAL.
    8. Chen, Ching-Fu & Chen, Fu-Shian, 2010. "Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists," Tourism Management, Elsevier, vol. 31(1), pages 29-35.
    9. Chang, Grace & Caneday, Lowell, 2011. "Web-based GIS in tourism information search: Perceptions, tasks, and trip attributes," Tourism Management, Elsevier, vol. 32(6), pages 1435-1437.
    10. Eveline van Leeuwen & Peter Nijkamp, 2011. "Importance of E-services for Cultural Tourism," Tinbergen Institute Discussion Papers 11-109/3, Tinbergen Institute.
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    Citations

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    Cited by:

    1. Hiromi Kamata & Yuki Misui, 2015. "Why Do They Choose a SPA Destination? The Case of Japanese Tourists," Tourism Economics, , vol. 21(2), pages 283-305, April.
    2. Milićević Snežana & Petrović Jelena & Đorđević Nataša, 2020. "ICT as a factor of destination competitiveness: The case of the republics of former Yugoslavia," Management & Marketing, Sciendo, vol. 15(3), pages 381-392, September.
    3. Quang Linh Huynh, 2018. "A Thorough Assessment of the Causal Relationship from Tourist Satisfaction to Destination Loyalty: A Study in Tra Vinh," International Journal of Economics and Financial Issues, Econjournals, vol. 8(2), pages 191-197.
    4. Ikechukwu O Ezeuduji & Kirsti Lee November & Chelsea Haupt, 2016. "Tourist Activity and Destination Brand Perception: The Case of Cape Town, South Africa," Journal of Economics and Behavioral Studies, AMH International, vol. 8(4), pages 156-168.
    5. Marina Laškarin Ažiæ & Jasmina Dlaèiæ & Natali Suštar, 2020. "Loyalty trends and issues in tourism research," Tourism and Hospitality Management, University of Rijeka, Faculty of Tourism and Hospitality Management, vol. 26(1), pages 133-155, June.
    6. Hoonsawat Ratidanai, 2016. "Information Searching: The Case of Tourism Promoted Through the Internet," Global Economy Journal, De Gruyter, vol. 16(1), pages 33-47, March.
    7. Jamie Chen, 2015. "Demand Determinants of Cruise Tourism in Competitive Markets: Motivation, Preference, and Intention," ERSA conference papers ersa15p1190, European Regional Science Association.
    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. Jamie M. Chen & Bart Neuts & Peter Nijkamp & Jingjing Liu, 2016. "Demand Determinants of Cruise Tourists in Competitive Markets: Motivation, Preference and Intention," Tourism Economics, , vol. 22(2), pages 227-253, April.
    10. Balci, Gökcay, 2021. "Digitalization in container shipping: Do perception and satisfaction regarding digital products in a non-technology industry affect overall customer loyalty?," Technological Forecasting and Social Change, Elsevier, vol. 172(C).
    11. Ratidanai Hoonsawat, 2016. "Information Searching: The Case of Tourism Promoted Through the Internet," Global Economy Journal (GEJ), World Scientific Publishing Co. Pte. Ltd., vol. 16(1), pages 33-47, March.

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    More about this item

    Keywords

    Loyalty; E-services; ICT; Satisfaction; Destination Management;
    All these keywords.

    JEL classification:

    • L83 - Industrial Organization - - Industry Studies: Services - - - Sports; Gambling; Restaurants; Recreation; Tourism
    • L86 - Industrial Organization - - Industry Studies: Services - - - Information and Internet Services; Computer Software

    NEP fields

    This paper has been announced in the following NEP Reports:

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