Comparing Mainland Chinese Tourists' Satisfaction With Hong Kong and the UK Using Tourist Satisfaction Index

Gang Li, Haiyan Song, Jason Li Chen, Doris Chenguang Wu

Research output: Journal article publicationJournal articleAcademic researchpeer-review

12 Citations (Scopus)

Abstract

This study aims to assess Mainland Chinese tourists' satisfaction with the UK and Hong Kong using a Tourist Satisfaction Index (TSI) approach. Based on a survey with Mainland Chinese tourists in the UK who also visited Hong Kong recently, this study computes the overall destination TSIs and sectoral TSIs for both Hong Kong and the UK. The results suggest that, overall, Mainland Chinese tourists were more satisfied with Hong Kong than with the UK as their travel destination. With respect to individual service sectors, Mainland Chinese tourists were more satisfied with six out of the seven surveyed tourism-related service sectors in Hong Kong than their counterparts in the UK. Visitor attractions, hotels, and local tour operators show the most significant contribution to Mainland Chinese tourists' overall satisfaction evaluation in both destinations. These findings suggest that Hong Kong's tourism industry as a whole is more competitive than that of the UK as far as Mainland Chinese tourists are concerned. Cross-cultural perspectives should be adopted in tourism service operations at an international tourist destination.
Original languageEnglish
Pages (from-to)373-394
Number of pages22
JournalJournal of China Tourism Research
Volume8
Issue number4
DOIs
Publication statusPublished - 1 Jan 2012

Keywords

  • Chinese tourists
  • Hong Kong
  • structural equation modeling
  • Tourist satisfaction index
  • UK

ASJC Scopus subject areas

  • Cultural Studies
  • Language and Linguistics
  • Linguistics and Language
  • Tourism, Leisure and Hospitality Management

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