Assessing mainland Chinese tourists' satisfaction with Hong Kong using tourist satisfaction index

Haiyan Song, Gang Li, Robert Van Der Veen, Jason L. Chen

Research output: Journal article publicationJournal articleAcademic researchpeer-review

62 Citations (Scopus)


The purpose of this study is to test a two-step tourist satisfaction index framework empirically. The first step estimates sectoral-level satisfaction indexes based on a structural equation model, and the second obtains an overall tourist satisfaction index by conducting second-order confirmatory factor analysis. This study is a pilot test of the theoretical framework based on three tourism-related service sectors in Hong Kong. The results indicate that mainland Chinese tourists are most satisfied with the hotel sector in Hong Kong, followed by the retail sector, and least satisfied with local tour operators. The aggregate tourist satisfaction index is 74.04 out of 100. The results of this study have important practical implications for long-term destination management.
Original languageEnglish
Pages (from-to)82-96
Number of pages15
JournalInternational Journal of Tourism Research
Issue number1
Publication statusPublished - 1 Jan 2011


  • Hong Kong
  • Partial least squares
  • Structural equation modelling
  • Tourist satisfaction index

ASJC Scopus subject areas

  • Geography, Planning and Development
  • Transportation
  • Tourism, Leisure and Hospitality Management
  • Nature and Landscape Conservation

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