Consumer satisfaction and dissatisfaction in tourism as related to destination image perception

The primary objective of this study was to investigate the relationship between travel destination image and the tourist satisfaction/dissatisfaction. Using the evaluative congruity theory framework, this study focused on the role of destination images in tourism with regard to consumer satisfaction/ dissatisfaction (CS/D) from the stand point of: (1) the functional congruency between the tourist's expectations and his/her perceptions of specific utilitarian (functional) attributes of a destination; (2) the value-expressive (symbolic) congruency between the tourist'S self concept and the destination's personality image; and (3) the degree of emotional involvement the traveler associates with travel purchases and its influence on his/her satisfaction/ dissatisfaction. The key findings of this study indicate that CS/D is related to both functional and symbolic congruity. With regard to the relative strength of the functional congruity and the symbolic congruity in explaining CS/D in tourism, the functional congruity was found to explain CS/D better than the symbolic congruity. It was also found that the tourist's emotional involvement in the travel purchase process affects his/her satisfaction/dissatisfaction with the destination.

Name thesis:degree_name

Ph. D.

Level thesis:degree_level

doctoral

Discipline thesis:degree_discipline

Hotel, Restaurant, and Institutional Management

Department dc:contributor.department

Hotel, Restaurant, and Institutional Management

Grantor dc:publisher

Virginia Tech

Year dc:date.issued

1990

Author dc:creator

• Chon, Kye-Sung

Chairs dc:contributor.committeechair

• Olsen, Michael D.
• Sirgy, M. Joseph

Committee members dc:contributor.committeemember

• Evans, Michael R.
• Kent, William E.
• Khan, Mahmood A.

Statement dc:rights

• In Copyright

Licence dc:rights.uri

• http://rightsstatements.org/vocab/InC/1.0/

Language dc:language.iso

en

Dc Identifier Other

etd-09162005-115041

OAI identifier oai:identifier

oai:vtechworks.lib.vt.edu:10919/39384