Vol. 4 No. 2 (2024): Elegest Elegeş
Makaleler

The impact of tourist satisfaction on the behavior of revisiting and recommending intention a destination

PDF (Turkish)
  • Seyit Ahmet Solmaz,
  • Levent Selman Göktaş,
  • Abdullah Ülkü
Seyit Ahmet Solmaz
Harran University, Faculty of Tourism
Levent Selman Göktaş
Harran University, Faculty of Tourism
Abdullah Ülkü
Harran University, Faculty of Tourism

Published 30.09.2024

Keywords

  • Tourist satisfaction,
  • destination,
  • destination satisfaction,
  • revisit intention,
  • Şanlıurfa
  • Turist memnuniyeti,
  • destinasyon,
  • destinasyon memnuniyeti,
  • tekrar ziyaret davranışı,
  • Şanlıurfa

How to Cite

The impact of tourist satisfaction on the behavior of revisiting and recommending intention a destination. (2024). Elegest Elegeş, 4(2), 76-93. https://doi.org/10.64360/m5pn0d09

Copyright (c) 2025 Seyit Ahmet Solmaz- Levent Selman Göktaş- Abdullah Ülkü (Yazar)

Creative Commons License

This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

How to Cite

The impact of tourist satisfaction on the behavior of revisiting and recommending intention a destination. (2024). Elegest Elegeş, 4(2), 76-93. https://doi.org/10.64360/m5pn0d09

Abstract

The purpose of this study is to examine the relationship between tourist satisfaction and the likelihood of tourists revisiting or recommending the destination. The study employed quantitative methods, with data collected through surveys. The sample consisted of 321 domestic tourists who visited Şanlıurfa. Convenience sampling was used, and the data were analyzed using factor analysis and correlation tests. The findings revealed that the main factors influencing tourist satisfaction were local transportation services, accommodation quality, food and beverage services, and cultural attractions. The study found that tourists were highly satisfied with Şanlıurfa's cultural and historical attractions, which played a significant role in enhancing their overall experience. However, there were notable concerns regarding transportation services and hygiene, which diminished satisfaction in these areas. The study revealed a positive link between overall satisfaction and the likelihood of revisiting or recommending the destination. This indicates that while cultural attractions are a major draw for tourists, addressing practical aspects like transportation and cleanliness is crucial for improving tourist loyalty and encouraging repeat visits or recommendations. Overall, balancing cultural experiences with essential services is key to promoting a positive tourist experience.

PDF (Turkish)

References

  1. Ahmad, W. (2024). Are we ready for the predicted high tourist influx? The case of management effectiveness of Sheikh Badin National Park, Pakistan. Journal of Infrastructure Policy and Development, 8(2). https://doi.org/10.24294/jipd.v8i2.2634
  2. Aktaş, S., Ay, E., Yavuz, N., & Olgaç, S. (2021). Tourist satisfaction with American continent airports. Journal of Multidisciplinary Academic Tourism, 6(2), 89–98. https://doi.org/10.31822/jomat.2021-6-2-89
  3. Aliedan, M. M., Sobaih, A. E. E., & Elshaer, I. (2021). Influence of cities-based entertainment on tourist satisfaction: Mediating roles of destination image and experience quality. Sustainability, 13(19), 11086. https://doi.org/10.3390/su131911086
  4. Alonazi, B. (2023). Tourist behavior in the cruise industry post-COVID-19: An examination of service quality, corporate image, and intentions to pay and revisit. Sustainability, 15(11), 8623. https://doi.org/10.3390/su15118623
  5. Anderson, E. W., & Sullivan, M. W. (1993). The antecedents and consequences of customer satisfaction for firms. Marketing Science, 12(2), 125–143.
  6. Arbelo, K., Delgado, N., Ruiz, C., & Hernández-Fernaud, E. (2021). The role of perceived restorative capacity and crowding on satisfaction: A study in different tourist spaces. International Journal of Social Psychology, 36(2), 265–299. https://doi.org/10.1080/02134748.2021.1882225
  7. Atsız, O., & Akova, O. (2021). Cultural destination attributes, overall tourist satisfaction, and tourist loyalty: First timers versus repeaters. Advances in Hospitality and Tourism Research, 9(2), 268–291. https://doi.org/10.30519/ahtr.894577
  8. Babbie, E. (2016). The practice of social research (14th ed.). Cengage Learning.
  9. Biswas, C., Deb, S., Hasan, A., & Khandakar, M. (2021). Mediating effect of tourists’ emotional involvement on the relationship between destination attributes and tourist satisfaction. Journal of Hospitality and Tourism Insights, 4(4), 490–510. https://doi.org/10.1108/jhti-05-2020-0075
  10. Blackie, I. R., Tsholetso, T., & Keetile, M. (2023). Residents’ attitudes, perceptions, and the development of positive tourism behaviors amid COVID-19. Cogent Social Sciences, 9(1). https://doi.org/10.1080/23311886.2023.2200356
  11. Bowen, J. T., & Chen, S. L. (2001). The relationship between customer loyalty and customer satisfaction. International Journal of Contemporary Hospitality Management, 13(5), 213–217.
  12. Čačija, L., Mikulić, D., & Dragnić, D. (2020). Toward a model of relationship between the overall and the destination attributes satisfaction. Management, 25(2), 67–81. https://doi.org/10.30924/mjcmi.25.2.4
  13. Campo-Martínez, S., & Vadell, J. (2010). The generation of tourism destination satisfaction. Tourism Economics, 16(3), 461–475. https://doi.org/10.5367/000000010792278383
  14. Canalejo, A., & Río, J. (2018). Quality, satisfaction, and loyalty indices. Journal of Place Management and Development, 11(4), 428–446. https://doi.org/10.1108/jpmd-05-2017-0040
  15. Chen, C. F., & Tsai, D. C. (2007). How destination image and tourist satisfaction affect behavioral intentions? Tourism Management, 28(4), 1115–1122.
  16. Chi, C. G. Q., & Qu, H. (2008). Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach. Tourism Management, 29(4), 624–636. https://doi.org/10.1016/j.tourman.2007.06.007
  17. Cho, H., Byungseol, B., & Shin, S. (2014). An examination of the relationship between rural tourists’ satisfaction, revisitation, and information preferences: A Korean case study. Sustainability, 6(9), 6293–6311. https://doi.org/10.3390/su6096293
  18. Cochran, W. G. (1977). Sampling techniques (3rd ed.). John Wiley & Sons.
  19. Corte, D. V., Sciarelli, M., Cascella, C., & Del Gaudio, G. (2015). Customer satisfaction in tourist destination: The case of tourism offer in the city of Naples. Journal of Investment and Management, 4(1-1), 39–50. https://doi.org/10.11648/j.jim.s.2015040101.16
  20. Creswell, J. W. (2014). Research design: Qualitative, quantitative, and mixed methods approaches (4th ed.). Sage Publications.
  21. Cruz, M., & Zaragoza, M. (2019). Analysis of the accommodation density in coastal tourism areas of insular destinations from the perspective of overtourism. Sustainability, 11(11), 3031. https://doi.org/10.3390/su11113031
  22. Čulić, M., Vujičić, M., Kalinić, Č., Dunjić, M., Stankov, U., Kovačić, S., … & Anđelković, Ž. (2021). Rookie tourism destinations—the effects of attractiveness factors on destination image and revisit intention with the satisfaction mediation effect. Sustainability, 13(11), 5780. https://doi.org/10.3390/su13115780
  23. Çakıcı, A. C., & Aksu, M. (2006). Gökçeada’ya gelen turistlerin beklenti ve tatmin düzeylerinin karşılaştırılması. Dokuz Eylül Üniversitesi İşletme Fakültesi Dergisi, 7(1), 1–17.
  24. Dillman, D. A., Smyth, J. D., & Christian, L. M. (2014). Internet, phone, mail, and mixed-mode surveys: The tailored design method (4th ed.). Wiley.
  25. Duman, T., & Öztürk, A. B. (2005). Yerli turistlerin Mersin Kızkalesi destinasyonu ve tekrar ziyaret niyetleri ile ilgili algılamaları üzerine bir araştırma. Anatolia: Turizm Araştırmaları Dergisi, 16(1), 9–23.
  26. Eroğlu, A. (2005). Faktör analizi. Ş. Kalaycı (Ed.), SPSS uygulamalı çok değişkenli istatistik teknikleri (pp. 321–351). Asil Yayın Dağıtım.
  27. Fabrigar, L. R., & Wegener, D. T. (2012). Exploratory factor analysis: Understanding statistics. Oxford University Press.
  28. Febinanda, D. T., Pasla, P. R. Y., & Asepta, U. Y. (2018). The effect of destination image, amenities, and prices on tourists’ satisfaction: A study of visitors of Jatim Park 1, Batu. Journal of Socioeconomics and Development, 1(2), 132–145. https://doi.org/10.31328/JSED.V1I2.739
  29. Field, A. (2013). Discovering statistics using IBM SPSS Statistics (4th ed.). Sage Publications.
  30. Fu, Y., & Luo, J. (2023). An empirical study on cultural identity measurement and its influence mechanism among heritage tourists. Frontiers in Psychology, 13. https://doi.org/10.3389/fpsyg.2022.1032672
  31. Ghose, S., & Johann, M. (2018). Measuring tourist satisfaction with destination attributes. Journal of Management and Financial Sciences, (34), 9–22. https://doi.org/10.33119/jmfs.2018.34.1
  32. Gronholdt, L., Anne, M., & Kai, K. (2000). The relationship between customer satisfaction and loyalty: Cross-industry differences. Total Quality Management, 11(4-6), 509–514.
  33. Huong, B., & Grande, L. (2022). Tourists’ satisfaction and behavioral intention in eco-tourism sites of Sapa (Lao Cai Province). International Journal of Economics, Business and Management Research, 6(2), 203–222. https://doi.org/10.51505/ijebmr.2022.6215
  34. Hussein, M. M., Saleh, M. A. M., Kozmal, H. A., & Ammar, S. (2022). The effect of tourism and hospitality services dimensions on individual tourist satisfaction in Egypt. International Journal of Heritage, Tourism, and Hospitality, 16(4), 1–12. https://doi.org/10.21608/ijhth.2022.248083
  35. Ibrahim, E. E., & Gill, J. (2005). A positioning strategy for a tourist destination, based on analysis of customers’ perceptions and satisfactions. Marketing Intelligence & Planning, 23(2), 172–188.
  36. Israel, G. D. (1992). Determining sample size. University of Florida Cooperative Extension Service, Institute of Food and Agricultural Sciences, EDIS, Florida.
  37. Jeong, M., & Shin, H. (2020). Tourists’ experiences with smart tourism technology at smart destinations and their behavior intentions. Journal of Travel Research, 59(8), 1464–1477. https://doi.org/10.1177/0047287519883034
  38. Jing, L., Pearce, P., Morrison, A., & Wu, B. (2015). Up in smoke? The impact of smog on risk perception and satisfaction of international tourists in Beijing. International Journal of Tourism Research, 18(4), 373–386. https://doi.org/10.1002/jtr.2055
  39. Joseph, L. C., Soundararajan, V., & Parayitam, S. (2022). The relationship between attraction, perception of service, opportunities and tourist satisfaction in backwater tourism in Alappuzha district of Kerala in India. Tourism and Hospitality Research, 22(3), 314–335. https://doi.org/10.1177/14673584211044087
  40. Kim, E. (2024). The 18th FINA world masters championships and destination loyalty. Asia Pacific Journal of Marketing and Logistics, 36(3), 622–640. https://doi.org/10.1108/apjml-04-2023-0294
  41. Kozak, M. (2003). Measuring tourist satisfaction with multiple destination attributes. Tourism Analysis, 7, 229–240. https://doi.org/10.3727/108354203108750076
  42. Kozak, M., & Rimmington, M. (1999). Measuring tourist destination competitiveness: Conceptual considerations and empirical findings. International Journal of Hospitality Management, 18(3), 273–283. https://doi.org/10.1016/S02784319(99)00034-1
  43. Kwanisai, G., & Vengesayi, S. (2016). Destination attributes and overall destination satisfaction in Zimbabwe. Tourism Analysis, 21(1), 17–28. https://doi.org/10.3727/108354216x14537459508775
  44. Leung, X. Y., & Baloglu, S. (2013). Tourism competitiveness of Asia Pacific destinations. Tourism Analysis, 18(4), 371–384.
  45. López-Guzmán, T., Gálvez, J., Fernández, G., & Viruel, M. (2018). Cultural identity in WHS tourist destinations: The case of Cordoba (Spain). International Journal of Culture, Tourism and Hospitality Research, 12(4), 427–439. https://doi.org/10.1108/ijcthr-05-2018-0065
  46. Loureiro, S. M. C., & Gonzalez, F. J. M. (2008). The importance of quality, satisfaction, trust, and image in relation to rural tourist loyalty. Journal of Travel & Tourism Marketing, 25(2), 117–136. https://doi.org/10.1080/10548400802402321
  47. Mahmud, M., Lima, R., Rahman, M., & Rahman, S. (2021). Does healthcare service quality affect outbound medical tourists’ satisfaction and loyalty? Experience from a developing country. International Journal of Pharmaceutical and Healthcare Marketing, 15(3), 429–450. https://doi.org/10.1108/ijphm-04-2020-0028
  48. Malodia, S., & Singla, H. (2017). Using HOLSAT to evaluate satisfaction of religious tourists at sacred destinations: The case of religious travelers visiting sacred destinations in the Himalayas, India. International Journal of Culture, Tourism and Hospitality Research, 11(2), 255–270. https://doi.org/10.1108/ijcthr-10-2015-0120
  49. Maneerat, K., Hooi Hooi, L., & Nonthapot, S. (2024). Analysis of tourism destination centrality and structural properties of the tourism system: Complex network perspective. Uncertain Supply Chain Management, 12(1), 115–124. https://doi.org/10.5267/j.uscm.2023.10.013
  50. Maruthaiah, S., & Rashid, R. A. (2014). A review of visitors satisfaction and perception of crowding. In International Conference on Business, Sociology and Applied Sciences, Kuala Lumpur (pp. 26–27 March). https://doi.org/10.15242/icehm.ed0314529
  51. Meng, F., Tepanon, Y., & Uysal, M. (2008). Measuring tourist satisfaction by attribute and motivation: The case of a nature-based resort. Journal of Vacation Marketing, 14(1), 41–56. https://doi.org/10.1177/1356766707084218
  52. Milosevic, S., Penezic, N., Miskovic, I., Skrbic, I., & Katic, I. (2016). The significance of tourists' satisfaction at the destinations. In Faculty of Tourism and Hospitality Management in Opatija. Biennial International Congress: Tourism & Hospitality Industry (p. 219). University of Rijeka, Faculty of Tourism & Hospitality Management.
  53. Minh, H. N. (2023). A review of approaches measuring tourist satisfaction. Thu Dau Mot University Journal of Science, 5(2), 97–109. https://doi.org/10.37550/tdmu.ejs/2023.02.399
  54. Mohamad, M., Abdullah, A., & Mokhlis, S. (2011). Examining the influence of service recovery satisfaction on destination loyalty: A structural equation modeling approach. Journal of Sustainable Development, 4(6), 3–11. https://doi.org/10.5539/jsd.v4n6p3
  55. Munhurrun, P. R., Seebaluck, V. N., & Naidoo, P. (2015). Examining the structural relationships of destination image, perceived value, tourist satisfaction and loyalty: Case of Mauritius. Procedia-Social and Behavioral Sciences, 175, 252–259. https://doi.org/10.1016/j.sbspro.2015.01.1198
  56. Ni Putu, W., Arismayanti, N. K., & Yanthy, P. S. (2023). The effect of dining service quality (DINESERV) on tourist satisfaction in the café area Muaya Beach Jimbaran, Bali. International Journal of Humanities Education and Social Sciences, 3(1), 215–225. https://doi.org/10.55227/ijhess.v3i1.555
  57. Nwachukwu, A. A., Gladys, N. I., & Chikezie, O. K. (2019). Tourists’ satisfaction with public transport services in Lagos, Nigeria. AUC Geographica, 54(1), 67–80. https://doi.org/10.14712/23361980.2019.7
  58. Oliveri, A. M., Polizzi, G., & Parroco, A. M. (2019). Measuring tourist satisfaction through a dual approach: The 4Q methodology. Social Indicators Research, 146, 361–382. https://doi.org/10.1007/S11205-018-2013-1
  59. Preko, A., Doe, F., & Dadzie, S. (2019). The future of youth tourism in Ghana: Motives, satisfaction and behavioural intentions. Journal of Tourism Futures, 5(1), 5–21. https://doi.org/10.1108/jtf-12-2016-0059
  60. Puig, L., & Xu, M. (2017). Experience value, satisfaction and loyalty of international tourists in Shanghai: A PLS-SEM analysis. International Business Research, 10(8), 114–126. https://doi.org/10.5539/ibr.v10n8p114
  61. Rahman, M. (2019). Medical tourism: Tourists’ perceived services and satisfaction lessons from Malaysian hospitals. Tourism Review, 74(3), 739–758. https://doi.org/10.1108/tr-01-2018-0006
  62. Sangeeta Dhar, U. S. (2023). Enhancing tourism satisfaction: Factors, strategies, and challenges in India. International Journal of Science and Research, 12(8), 2154–2160. https://doi.org/10.21275/sr23824153235
  63. Sharma, L. (2023). Measuring the satisfaction of student tourists in Pokhara: An analysis of travel life domains. Cognition, 5(1), 68–77. https://doi.org/10.3126/cognition.v5i1.55410
  64. Tuohuti, N. (2017). İstanbul’u ziyaret eden Çinli turistlerin beklentileri üzerinde araştırma (Yüksek Lisans Tezi, İstanbul Ticaret Üniversitesi Sosyal Bilimler Enstitüsü).
  65. Ülkü, A., Solmaz, A., & Barakazı, M. (2019). Turistlerin seyahat motivasyonları ve yöresel mutfak tüketimleri arasındaki ilişkileri incelemeye yönelik bir araştırma. Journal of Social, Humanities and Administrative Sciences, 5(15), 310–321.
  66. Viñán-Ludeña, M. S., & De Campos, L. (2024). Evaluating tourist dissatisfaction with aspect-based sentiment analysis using social media data. Advances in Hospitality and Tourism Research, 12(3), 254–286. https://doi.org/10.30519/ahtr.1436175
  67. Vojtko, V., Štumpf, P., Rašovská, I., McGrath, R., & Ryglová, K. (2022). Removing uncontrollable factors in benchmarking tourism destination satisfaction. Journal of Travel Research, 61(1), 136–149. https://doi.org/10.1177/0047287520971047
  68. Wang, T., Tran, P., & Tran, V. (2017). Destination perceived quality, tourist satisfaction, and word-of-mouth. Tourism Review, 72(4), 392–410. https://doi.org/10.1108/tr-06-2017-0103
  69. Yoon, Y., & Uysal, M. (2005). An examination of the effects of motivation and satisfaction on destination loyalty: A structural model. Tourism Management, 26(1), 45–56. https://doi.org/10.1016/j.tourman.2003.08.016
  70. Yunduk, J., Kim, S., & Yu, J. (2019). Sustaining sporting destinations through improving tourists’ mental and physical health in the tourism environment: The case of Korea. International Journal of Environmental Research and Public Health, 17(1), 122. https://doi.org/10.3390/ijerph17010122
  71. Yunita, S., & Tjokrosaputro, M. (2024). The influence of destination image and perceived value on satisfaction of literacy park. International Journal of Application on Economics and Business, 2(2), 3597–3609. https://doi.org/10.24912/ijaeb.v2i2.3597-3609
  72. Zaitul, Z., Ilona, D., & Novianti, N. (2022). Village-based tourism performance: Tourist satisfaction and revisit intention. Polish Journal of Sport and Tourism, 29(2), 36–43. https://doi.org/10.2478/pjst-2022-0013.
  73. Yararlanılan İnternet Kaynakları
  74. https://sanliurfa.ktb.gov.tr/TR-368092/2024-yili.html Erişim Tarihi: 01.08.2024.