Measurement and management issues in customer satisfaction research: review, critique and research agenda: Part two
Yuksel, A.; Yuksel, F.
Journal of Travel and Tourism Marketing 10(4): 81-111
2001
ISSN/ISBN: 1054-8408 DOI: 10.1300/j073v10n04_04Document Number: 360490
This article undertakes a critical review of the debates relating to the reliability and validity of the Performance alone and the Weighted Importance-Performance models in assessing consumer satisfaction in hospitality and tourism settings. Further discussions pertaining to culture-satisfaction relationship, who should determine satisfaction (the researcher or the consumer) and whether the measurement of consumer satisfaction is an end in itself are presented. Finally, possible barriers that exist in the way of developing and implementing effective satisfaction improvement programmes are reviewed, and suggestions for future research are provided.