The Hong Kong tourist satisfaction index

Haiyan Song, Robert van der Veen, Gang Li, Jason L. Chen

Research output: Journal article publicationJournal articleAcademic researchpeer-review

117 Citations (Scopus)

Abstract

This study develops a tourist satisfaction assessment system based on a dual-model framework and demonstrates its general applicability. The first model concerns tourist satisfaction and its key antecedents and consequences. Structural equation modelling is employed to investigate the relationships amongst the constructs in the theoretical framework, and is then used as a basis for the computation of sectoral-level tourist satisfaction indexes. The second model is designed to estimate an aggregate service satisfaction index and an overall destination satisfaction index using a multiple indicator and multiple cause approach. The framework is applied to a large dataset that represents six tourism-related sectors and seven major source markets of inbound tourism to Hong Kong.
Original languageEnglish
Pages (from-to)459-479
Number of pages21
JournalAnnals of Tourism Research
Volume39
Issue number1
DOIs
Publication statusPublished - 1 Jan 2012

Keywords

  • Hong Kong
  • Index
  • MIMIC model
  • SEM
  • Tourist satisfaction

ASJC Scopus subject areas

  • Development
  • Tourism, Leisure and Hospitality Management

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