Download - Presentation Ivan Paunovic THR Conference
SATISFACTION OF TOURISTS IN SERBIA, DESTINATION IMAGE, LOYALTY AND DMO SERVICE QUALITY
Author: Mr. Ivan Paunović, MBA, M.Sc
Doctoral studies student, Singidunum University, Belgrade, Serbia
Email: [email protected]
Skype: paun.bg
Mobile phone: +381 63 64 64 48
INTRODUCTION• DMO’s and other decision-
makers in tourism need simple, usable quantitative benchmarking models
• Cooper emphasizes that macro and micro environments are in a constant state of change and evolution, which makes important for decision makers to recognize the magnitude of the events shaping the future
RESEARCH QUESTIONS
• RQ1: What are the principal components of tourist satisfaction in Serbia?
• RQ2: What is the mutual relation between service quality, tourist satisfaction, destination (brand) loyalty and destination (brand) image?
• RQ3: What are the essential elements of the service quality, destination (brand) loyalty, and destination (brand) image?
TOURIST SATISFACTION COMPONENTS-PRINCIPAL COMPONENT ANALYSIS
Component
1 2 3 4
Nature .768 -.095 -.083 .626
Culture -.723 .521 .268 .358
History -.536 .495 .643 .127
SafetySecurity .917 .032 .207 -.188
Food .185 .686 -.663 -.222
Accomodation .283 .630 -.709 .059
Nightlife -.429 .795 .285 -.319
ProfessionalismOfServi
ce
.737 .502 .287 -.348
CustomerOrientation .564 .759 .294 -.006
HospitalityOfPopulatio
n
.796 .570 .146 -.020
Cleanliness .949 -.047 .298 .050
Transportation .861 .298 .020 .408
Attractions -.715 .641 .050 .258
VarietyOfOffers -.323 .879 -.310 .103
Extraction Method: Principal Component Analysis.
a. 4 components extracted.
THE RELATION BETWEEN TOURIST SATISFACTION, DESTINATION LOYALTY,
IMAGE AND DMO SERVICE QUALITY
• There are many factors that influence the totality of the tourist experience, and satisfaction is only one of the tools to measure it, while other important tools are destination image, destination loyalty and service quality
Destination (Brand) Image
Destination(Brand) Loyalty
Tourist Satisfaction
DMO Service Quality
REASONS FOR VISITING SERBIA AS A TOURIST DESTINATION
Good p
ast e
xperi
ence
s
Relativ
es/fr
iends
in S
erbia
Hospi
tality
Atmos
phere
Good a
cces
sibili
ty/p
roxi
mity
Traditi
on/h
istor
y
Imag
e of t
he re
gion
Attrac
tions
Safety
0.0%
5.0%
10.0%
15.0%
20.0%
25.0%
30.0%
35.0%
DESTINATION (BRAND) LOYALTY COMPONENTS
• Strong national destination brands support the private companies in tourism-they act as umbrella brands
• Dolnicar found strong evidence that one of the main drivers of airline carrier loyalty is the fact that it is the national carrier
Destination (brand) loyalty
•Place dependence•Place identity•Behavioral intention•Uniqueness of the destination•Authenticity
DESTINATION (BRAND) IMAGE
• The WTTC forecasts that attractive brand image will be crucial for Serbia to succeed in tourism in the short- and medium-term.
Destination (brand) Image
•Old-fashioned/ dusty vs. Aesthetically attractive
•Boring vs. Inspiring•Relaxing vs. Stressful•Hospitable vs. Unfriendly•Family friendly vs. Alternative•Authentic/ original/real vs. fake•Overrun vs. Enjoyable•Convivial vs. cold•Easygoing/ unconventional vs. Elitist•Conservative vs. innovative•Reserved vs. Outgoing•Cultivated vs. ignorant•Safe vs. dangerous•Romantic vs. down-to earth•Environmentally aware vs. unsustainable
•Chick/Happening vs. outdated•Exclusive vs. value for money•Cosmopolitan vs. provincial•Harmonious vs. distorted•Lively vs. quiet
PUBLIC INSTITUTION SERVICE QUALITY COMPONENTS PROPOSED BY COMMON
ASSESSMENT FRAMEWORK• The principal
component analysis demonstrated that professionalism of service (or service quality) has very strong influence on the tourism satisfaction
ADDITIONAL DMO SERVICE QUALITY COMPONENTS
Additional DMO Service quality components
•Social responsibility and environmental sustainability results•Key performance results: degree of market internationalization (domestic international, global), DMO budget/overnights ratio, percentage of budget used for promotional activities,•Use of social media•Crisis Management System
CONCLUSIONS AND RECOMMENDATIONS
• Tourist satisfaction has cognitive and emotional aspects which cannot be easily measured. As evidenced in the tourism literature and our primary research, the essential part of the tourist satisfaction is always satisfaction with the human contact, and the perception of the people on the destination. Those components are: safety, hospitality, and professionalism.
CONCLUSIONS AND RECOMMENDATIONS
• Tourist satisfaction, although one of the most important benchmarks for destination competitiveness, should not be considered without consideration of other related marketing tools such as destination loyalty, destination image and service quality.
Destination (Brand) Image
Destination(Brand) Loyalty
Tourist Satisfaction
DMO Service Quality
QUESTIONS?
•Thank you for your attention