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Measurement of visitors' satisfaction with public zoos in Korea using importance-performance analysis

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  • Lee, Hyung-Sook

Abstract

Understanding the demands and satisfaction levels of zoo visitors becomes indispensable to sustain a flow of visitors in the increasingly competitive tourism market. This research assessed the importance and performance of the service and facilities attributes in order to measure visitor satisfaction using an importance-performance analysis (IPA). Results of the questionnaire survey of 697 visitors at six public zoos in Korea indicated that convenience and safety in observing animals were important to visitors, and children were a particularly significant motivator for zoo visits. Although attributes related to animal welfare and information-seeking had low importance and low performance in the IPA results, they were identified as the key determinants affecting overall satisfaction in the regression analysis. In order to enhance visitors' satisfaction levels, more efforts are required to improve zoo environment and animal welfare, in addition to developing diverse educational programs that can maximize the intrinsic nature and quality of zoos.

Suggested Citation

  • Lee, Hyung-Sook, 2015. "Measurement of visitors' satisfaction with public zoos in Korea using importance-performance analysis," Tourism Management, Elsevier, vol. 47(C), pages 251-260.
    • Handle: RePEc:eee:touman:v:47:y:2015:i:c:p:251-260
    DOI: 10.1016/j.tourman.2014.10.006
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    References listed on IDEAS

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    1. Packer, Jan & Ballantyne, Roy & Hughes, Karen, 2014. "Chinese and Australian tourists' attitudes to nature, animals and environmental issues: Implications for the design of nature-based tourism experiences," Tourism Management, Elsevier, vol. 44(C), pages 101-107.
    2. Taplin, Ross H., 2012. "Competitive importance-performance analysis of an Australian wildlife park," Tourism Management, Elsevier, vol. 33(1), pages 29-37.
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    Cited by:

    1. Carr, Neil, 2016. "Ideal animals and animal traits for zoos: General public perspectives," Tourism Management, Elsevier, vol. 57(C), pages 37-44.
    2. Kyung Sun Lee & Hye Jeong Kim & Jieun Kang, 2019. "From Uniformity to Sustainable Diversity: Exploring the Design Attributes of Renovating Standardized Classrooms in Korea," Sustainability, MDPI, vol. 11(20), pages 1-17, October.
    3. Seungju Nam & Hyun Cheol Lee, 2019. "A Text Analytics-Based Importance Performance Analysis and Its Application to Airline Service," Sustainability, MDPI, vol. 11(21), pages 1-24, November.
    4. 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.
    5. Abdullah Addas & Ahmad Maghrabi & Ran Goldblatt, 2021. "Public Open Spaces Evaluation Using Importance-Performance Analysis (IPA) in Saudi Universities: The Case of King Abdulaziz University, Jeddah," Sustainability, MDPI, vol. 13(2), pages 1-16, January.
    6. Wang, Huey-jiun & Zhang, Dan, 2017. "Comparing literary tourism in Mainland China and Taiwan: The Lu Xun Native Place and the Lin Yutang House," Tourism Management, Elsevier, vol. 59(C), pages 234-253.
    7. Saleem, Muhammad Abid & Afzal, Hanan & Ahmad, Farooq & Ismail, Hina & Nguyen, Ninh, 2023. "An exploration and importance-performance analysis of bus rapid transit systems’ service quality attributes: Evidence from an emerging economy," Transport Policy, Elsevier, vol. 141(C), pages 1-13.
    8. Yanchun Jin & Yoonseo Park, 2019. "An Integrated Approach to Determining Rural Tourist Satisfaction Factors Using the IPA and Conjoint Analysis," IJERPH, MDPI, vol. 16(20), pages 1-16, October.
    9. Monica WC Choy & Ken Kamoche, 2022. "Factors influencing recommendation of sub-Saharan Africa travel products: A Hong Kong–Kenya importance–performance analysis," Tourism Economics, , vol. 28(4), pages 1101-1128, June.

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