• citati u SCIndeksu: [2]
  • citati u CrossRef-u:[2]
  • citati u Google Scholaru:[]
  • posete u poslednjih 30 dana:3
  • preuzimanja u poslednjih 30 dana:2


članak: 8 od 54  
Back povratak na rezultate
2017, vol. 65, br. 5-6, str. 403-412
Identifikacija pokretača satisfakcije turista koji putuju zbog odmora
aUniverzitet u Beogradu, Ekonomski fakultet, Katedra za poslovnu ekonomiju i menadžment
bUniverzitet u Kragujevcu, Ekonomski fakultet, Katedra za menadžment i poslovnu ekonomiju
Ključne reči: satisfakcija; pokretači satisfakcije; odmor; turisti; usluge
Satisfakcija turista je važna komponenta u upravljanju i marketingu turističkih destinacija i preduzeća koja svoju poslovnu delatnost obavljaju u turističkom sektoru. Upravljanje satisfakcijom turista je neophodno kako bi se obezbedio dugoročni razvoj turizma u destinacijama i profitabilno poslovanje turističkih preduzeća na dugi rok. Turizam je složena delatnost i turisti koji putuju zbog odmora koriste veliki broj različitih usluga. Različite usluge utiču na satisfakciju turista. U radu su uzete u obzir osnovne grupe usluga koje turisti koriste pre putovanja i usluga koje koriste u toku putovanja kako bi se utvrdio njihov uticaj na satisfakciju. Analiza je urađena na osnovu empirijskog istraživanja i primene statističkih analiza, kao što su konfirmativna faktorska analiza, SEM analiza i t test za dva nezavisna uzorka. Odvojeno su posmatrane usluge koje turisti koriste pre putovanja i usluge koje turisti koriste u toku putovanja. Analiza je rađena kod turista koji putuju zbog odmora i koriste usluge turističkih agencija. Odabir ove kategorije turista je urađen kako bi u analizi mogle da se obuhvate sve usluge od momenta donošenja odluke o putovanju do povratka sa putovanja. Na osnovu analize identifikovani su ključni pokretači satisfakcije. U radu je analizirana i razlika u pokretačima satisfakcije turista koji prvi put koriste usluge turističkih agencija i turista koji su ranije koristili usluge.
Ahide, D. (2005) Turismo y competitividad en Venezuela: Una aproximación a la situación actual Venezolana
Aksu, A., İçigen, T.E., Ehtiyar, R. (2010) A comparison of tourist expectations and satisfaction: A case study from Antalya region of Turkey. Turizam, vol. 14, br. 2, str. 66-77
Alegre, J., Garau, J. (2010) Tourist satisfaction and dissatisfaction. Annals of Tourism Research, 37(1): 52-73
Bagozzi, R.P., Yi, Y. (1988) On the Evaluation of Structural Equation Models. Journal of the Academy of Marketing Science, 16(1): 74
Biederman, P., Lai, J., Messerly, H. (2006) Travel and Tourism: An Industry Primer. New Jersey: Prentice Hall
Bieger, T., Döring, T., Laesser, C. (2002) Transformation of business models in the airline industry: Impact on tourism. u: Air Transport and Tourism, 52nd Congress, Brazil, 49-83
Black, R., Weiler, B. (2005) Quality assurance and regulatory mechanisms in the tour guiding industry: A systematic review. Journal of Tourism Studies, 16(1), 24-36
Bonn, M.A., Joseph-Mathews, S.M., Dai, M., Hayes, S., Cave, J. (2007) Heritage/Cultural Attraction Atmospherics: Creating the Right Environment for the Heritage/Cultural Visitor. Journal of Travel Research, 45(3): 345-354
Bowen, D., Clarke, J. (2002) Reflections on tourist satisfaction research: Past, present and future. Journal of Vacation Marketing, 8(4): 297-308
Cadotte, E., Turgeon, N. (1988) Dissatisfiers and satisfiers: suggestions from consumer complaints and compliments. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 1(1); 74-79
Carmines, E.G., Mciver, J.P. (1981) Analyzing models with unobserved variables: Analysis of covariance structures. u: Bronstedt G.W., Borgatta E.F. [ur.] Social measurement: Current issues, Beverly Hills: Sage
Cavlek, N. (2002) Tour Operators and Sustainable Development-A Contribution to the Environment. Journal of Transnational Management Development, 7(4): 45-54
Chenet, P., Dagger, T.S., o`sullivan Don (2010) Service quality, trust, commitment and service differentiation in business relationships. Journal of Services Marketing, 24(5): 336-346
Cheyne, J., Downes, M., Legg, S. (2006) Travel agent vs internet: What influences travel consumer choices?. Journal of Vacation Marketing, 12(1): 41-57
Cronin, J. J., Taylor, S.A. (1992) Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, 56(3): 55
Crouch, G.I. (2011) Destination Competitiveness: An Analysis of Determinant Attributes. Journal of Travel Research, 50(1): 27-45
Crouch, I.G., Ritchie, J.R. (1999) Tourism, competitiveness and social prosperity. Journal of Business Research, 44
Dallen, J. (2007) The challenges of diverse visitor perceptions: rail policy and sustainable transport at the resort destination. Journal of Transport Geography, 15(2): 104-115
Fornell, C., Larcker, D.F. (1981) Evaluating Structural Equation Models with Unobservable Variables and Measurement Error. Journal of Marketing Research, 18(1): 39
Gad, M.M., Dacko, S. (2013) An extension of the benefit segmentation base for the consumption of organic foods: A time perspective. Journal of Marketing Management, 29(15-16): 1701-1728
Gunn, C. (1997) Vacationscape: Developing tourist areas. London: Taylor & Francis
Guzmán, J. (2011) Applicability of global value chains analysis to tourism: Issues of governance and upgrading. Service Industries Journal, 31(10); 1627-1643
Hair, J., Black, W.C., Babin, B., Anderson, R., Tatham, R. (2006) Multivariate data analysis. Upper Saddle River, NJ: Prentice Hall
Hall, C. M. (2000) The Tourist and Economic Significance of Antarctic Travel in Australian and New Zealand Antarctic Gateway Cities. Tourism and Hospitality Research, 2(2): 157-169
Holloway, J., Humphreys, C. (2016) Business of tourism. New York: Holloway Pearson education limited
Huh, J., Uysal, M., McCleary, K. (2006) Cultural/Heritage Destinations: Tourist Satisfaction and Market Segmentation. Journal of Hospitality & Leisure Marketing, 14(3): 81-99
Jamal, A., Anastasiadou, K. (2009) Investigating the effects of service quality dimensions and expertise on loyalty. European Journal of Marketing, 43(3/4): 398-420
Kay, K. (2003) Selling tourism. London: Thomson
Korzay, M., Alvarez, M.D. (2005) Satisfaction and Dissatisfaction of Japanese Tourists in Turkey. Anatolia, 16(2): 176-193
Kozak, M., Rimmington, M. (2000) Tourist Satisfaction with Mallorca, Spain, as an Off-Season Holiday Destination. Journal of Travel Research, 38(3): 260-269
Lo, A., Lam, T. (2004) Long-haul and short-haul outbound all-inclusive package tours. Asia Pacific Journal of Tourism Research, 9(2): 161-176
Loker, L.E., Perdue, R.R. (1992) A Benefit-based Segmentation of a Nonresident Summer Travel Market. Journal of Travel Research, 31(1): 30-35
Mannell, R.C., Iso-Ahola, S.E. (1987) Psychological nature of leisure and tourism experience. Annals of Tourism Research, 14(3): 314-331
Maser, B., Weiermair, K. (1998) Travel Decision-Making: From the Vantage Point of Perceived Risk and Information Preferences. Journal of Travel & Tourism Marketing, 7(4): 107-121
Matzler, K., Sauerwein, E. (2002) The factor structure of customer satisfaction. International Journal of Service Industry Management, 13(4): 314-332
Mayr, T., Zins, A.H. (2012) Extensions on the conceptualization of customer perceived value: insights from the airline industry. International Journal of Culture, Tourism and Hospitality Research, 6(4): 356-376
McKercher, B., Ho, P.S. Y., Cros, H.D., So-Ming, B.C. (2002) Activities-Based Segmentation of the Cultural Tourism Market. Journal of Travel & Tourism Marketing, 12(1): 23-46
Morrison, A.M., Braunlich, C.G., Cai, L.A., o`Leary Joseph, T. (1996) A Profile of the Casino Resort Vacationer. Journal of Travel Research, 35(2): 55-61
Mort, G.S., Rose, T. (2006) The effect of product type on value linkages in the means-end chain: implications for theory and method. Journal of Consumer Behaviour, 3(3): 221-234
Moscardo, G., Pearce, P., Morrison, A. (2001) Evaluating Different Bases for Market Segmentation. Journal of Travel & Tourism Marketing, 10(1): 29-49
Moutinho, L., Curry, B. (1994) Modelling Site Location Decisions in Tourism. Journal of Travel & Tourism Marketing, 3(2): 35-57
Mulye, R. (1998) An empirical comparison of three variants of the AHP and two variants of conjoint analysis. Journal of Behavioral Decision Making, 11(4): 263-280
Mumuni, A.G., Mansour, M. (2014) Activity-based segmentation of the outbound leisure tourism market of Saudi Arabia. Journal of Vacation Marketing, 20(3): 239-252
Murphy, P., Pritchard, M.P., Smith, B. (2000) The destination product and its impact on traveller perceptions. Tourism Management, 21(1): 43-52
Nunnally, J.C. (1978) Introduction to psychological measurement. New York: McGraw-Hill
Oliver, R. (1981) Measurement and evaluation of satisfaction process in retail settings. Journal of Retailing, 25-48; 57
Oliver, R. (2014) Satisfaction: A behavioral perspective on the consumer. New York: Routledge
Poon, A. (1998) Tourism, Technology and Competitive Strategies. Oxford: CAB International, 4-5
Ritchie, J.R. B., Crouch, G.I. (2010) A model of destination competitiveness/sustainability: Brazilian perspectives. Revista de Administração Pública, 44(5): 1049-1066
Rodríguez-Díaz, M., Espino-Rodríguez, T.F. (2008) A Model of Strategic Evaluation of a Tourism Destination Based on Internal and Relational Capabilities. Journal of Travel Research, 46(4): 368-380
Saleh, F., Ryan, C. (1991) Analysing Service Quality in the Hospitality Industry Using the SERVQUAL Model. Service Industries Journal, 11(3): 324-345
Song, H., van der Veen, R., Li, G., Chen, J.L. (2012) The Hong Kong tourist satisfaction index. Annals of Tourism Research, 39(1): 459-479
Teas, R. K. (1994) Expectations as a Comparison Standard in Measuring Service Quality: An Assessment of a Reassessment. Journal of Marketing, 58(1): 132
Vavra, T.G. (1997) Improving your measurement of customer satisfaction: A guide to creating, conducting, analyzing, and reporting customer satisfaction measurement programs. ASQ quality press
Weiler, B., Walker, K. (2014) Enhancing the visitor experience: Reconceptualising the tour guide's communicative role. Journal of Hospitality and Tourism Management, 21: 90-99
Yılmaz, Y., Bititci, U.S. (2006) Performance measurement in tourism: a value chain model. International Journal of Contemporary Hospitality Management, 18(4): 341-349

O članku

jezik rada: engleski
vrsta rada: izvorni naučni članak
DOI: 10.5937/EKOPRE1706403D
objavljen u SCIndeksu: 21.12.2017.