Influence of Customer Perceived Value on Tourist Satisfaction and Revisit Intention: A Study on Guesthouses in Maldives

Nishan, Zubair Hassan
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引用次数: 27

Abstract

This study attempts to examine the customer perceived value associated with guesthouse services in tourism in local islands of Maldives. Also this study attempts to examine the relationship associated between CPV, tourist satisfaction and revisit intention. The study has been conducted on the Island of Maafushi, Maldives. Based on literature, a questionnaire was developed based on Seth, Newman and Gross (1991) Consumption Value Framework and sub variables are selected using past literature. Questionnaire was distributed among the tourist stayed in the guesthouses. The questionnaire consisted of 2 dependent variables (Satisfaction and Revisit Intention) measured the direct impact from the 5 variables and satisfaction to revisit intention. The 5 independent variables (functional value, emotional value, epistemic value, social value and conditional value) measured the direct influence and mediating effect on customer satisfaction and revisit intention. The Likert Scale (Disagree -1 and 5 for Agree) was used to answer the questionnaire consisting of 35 questions. 263 questionnaires were being distributed using convenient sampling method and a sample of 203 tourists was used in this study. Confirmatory factor analysis and followed by Structural Equation Modelling was conducted using AMOS 22 to analyse the impact of CPV on satisfaction and revisit intentions. The findings shows that only functional and emotional values have a positive and significant impact on tourist satisfaction. Social Value is the only CPV that has a positive and significant impact on Tourist intention to revisit. We found tourist satisfaction has direct positive and significant influence on their intention to revisit. The effect on revisit intention is directly mediated by satisfaction and social value while social value and satisfaction indirectly mediate revisit intention. Therefore it is important that the island council and the managements of guesthouses work together and resolve the issues that affect customer satisfaction and also to educate the locals of the importance of tourism in the island which supports the island economy. Future research may be focused on some other islands providing guest house tourism to confirm and generalise the findings throughout the country
顾客感知价值对游客满意度和重游意愿的影响——基于马尔代夫宾馆的研究
本研究试图考察马尔代夫当地岛屿旅游中与宾馆服务相关的顾客感知价值。此外,本研究也试图检视CPV、游客满意度与重游意愿之间的关系。这项研究是在马尔代夫的Maafushi岛进行的。在文献的基础上,根据Seth, Newman和Gross(1991)的消费价值框架开发了问卷调查,并使用过去的文献选择了子变量。在宾馆住宿的游客中发放了问卷。问卷由2个因变量(满意度和重访意向)组成,测量5个变量和满意度对重访意向的直接影响。功能价值、情感价值、认知价值、社会价值和条件价值5个自变量分别测量了顾客满意度和重访意愿的直接影响和中介作用。李克特量表(不同意-1,同意5)用于回答由35个问题组成的问卷。本研究采用方便抽样法发放问卷263份,共抽取203名游客。采用验证性因子分析和结构方程模型,分析CPV对满意度和重访意愿的影响。研究发现,只有功能价值和情感价值对游客满意度有显著的正向影响。社会价值是唯一对游客重游意愿有显著正向影响的CPV。我们发现,游客满意度对其再访意愿有直接的正向显著影响。满意度和社会价值对重访意向的影响具有直接中介作用,而社会价值和满意度对重访意向的影响具有间接中介作用。因此,重要的是,岛屿委员会和宾馆的管理人员共同努力,解决影响客户满意度的问题,并教育当地人旅游业在岛上的重要性,旅游业支持岛屿经济。未来的研究可能会集中在其他一些提供客房旅游的岛屿上,以确认和推广全国各地的研究结果
本文章由计算机程序翻译,如有差异,请以英文原文为准。
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